I GOT MY ZIIP. WHAT DO I DO NEXT?
HOW DO I START MY FIRST TREATMENT?
First, wash and dry your face. Then apply a generous amount of conductive gel (We recommend 9 pumps to cover your entire face and neck). Make sure you have the most up-to-date version of our app, which you can download for free from the App Store or the Google Play Store. Open your app and tap Select a New Treatment. Choose one, sync it, and ZIIP! Our founder Melanie Simon will walk you through each treatment with step-by-step videos accessible within our app. You can also find them here and on YouTube.
HOW DO I TURN ON MY DEVICE?
Press the circular button on top of the ZIIP device. It will beep once to let you know it is on. All lights will briefly flash and go out, waiting for you to make contact with your skin.
WHAT DO THE BEEPS MEAN?
1 beep = on*
2 beeps = off
3 beeps = A new treatment has been successfully downloaded from the ZIIP app.
*There is also 1 beep during a treatment to indicate that it is halfway done.
WILL MY ZIIP TURN OFF AUTOMATICALLY?
After completing a treatment, or after 5 minutes of inactivity, your device will automatically beep twice and turn off.
HOW DO I KNOW WHEN TO CHARGE MY ZIIP?
When your device is on and the battery is low, you will see an orange light illuminated at the base of the charging port. When you do not see it, your device is fully charged and ready for use.
Note: The orange light will flash momentarily anytime the device is turned on. This is not an indication that your ZIIP needs to be charged.
WHAT COMES IN MY ZIIP KIT?
1 ZIIP device, 1 Conductive Gel pump bottle, 1 charging USB cable, 1 padded travel bag, 1 cleaning cloth, and 1 user guide.
HOW DOES ZIIP WORK?
Think of your ZIIP as an exquisitely beautiful battery that creates a circuit with your skin. It is able to send electrical currents that can increase cell energy, communication, and repair. ZIIP uses electrical currents that have been shown to increase ATP, or Adenosine Triphosphate, in skin cells. ATP is a naturally-occurring molecule that provides cells and muscles with usable energy. As we age, the amount of ATP available to us at any given time decreases. When the skin has access to more ATP (it has been shown that low levels of electricity can increase your rate of ATP by up to 500 percent), it can create more collagen and elastin as well as heal the skin from the inside out.
HOW MANY TIMES A WEEK CAN I USE ZIIP?
For best results, we recommend using your ZIIP 3 times per week, with a maximum of 6 times per week. Many programs can be used every day, or twice in one day. However, we do recommend using Total Clearing or Pigment a maximum of 3 times weekly, which comes out to every other day. Our general recommendations for each Electrical Treatment are:
PRIMER: use at the start every ZIIP treatment session
LYMPH & LIFT: 2-3X/week
SENSITIVE ENERGIZE: 3X/week
INSTANT GRATIFICATION: 3X/week
TOTAL CLEARING: Use as needed. Do not exceed more than 1X/24-hour period or 3X weekly.
QUICK FIX: 3-5X/week
CAN I USE ZIIP EVERY DAY?
Almost! Daily users should rotate between different treatments, and use their ZIIP a maximum of six days out of every week, taking at least one day off to let the skin process the electrical currents. The Total Clearing and Pigment programs should be used a maximum of 3 times weekly, which comes out to every other day.
IS ZIIP FDA-CLEARED?
Yes! ZIIP is FDA-cleared to help beautify your skin safely.
CAN ZIIP ADAPT TO MY SKIN?
Yes! ZIIP uses integrated sensing to recognize differences in skin, and automatically adjusts treatments to determine each user’s personal resistance to electricity. Typically dry skin has much more resistance to electricity than hydrated skin, but our resistance to electricity varies from day to day.
HOW IS ZIIP DIFFERENT FROM OTHER AT-HOME DEVICES?
We’re happy to share some of the ways we think ZIIP is unique:
ZIIP utilizes several different types of electrical current to treat a wide variety of skin care needs. This includes nanocurrent, a gentle electrical current that gives longer-lasting, cumulative results. We spent nearly a decade researching how each specific wavelength best treats different skin concerns, so you can trust that all 9 of our Electrical Treatments are designed to deliver major results.
Using our app, which is available for free in the App Store and Google Play store, you will have access to 9 different Electrical Treatments you can send to your device at anytime, from a full facial to targeted options for acne, pigment, eyes, and more. The treatments are completely unlimited, so you can sync them as often as you like.
One more thing! We put tons of love into our conductive gels. They are there to conduct electricity safely and effectively but they also double as powerful treatment masques.
WHERE SHOULD ZIIP NOT BE USED?
ZIIP should not be used directly on top of the eye, at the center of the neck, or on the chest, breasts or groin. It should also not be used on skin that is raised, bleeding, or painful to the touch.
WHAT ARE THE DIFFERENCES BETWEEN THE ZIIP OX AND GX DEVICES/KITS?
Outwardly, the devices look slightly different: ZIIP OX has a silver band and details, while ZIIP GX has a gold band and details. The ZIIP OX kit comes with Crystal Gel and is pre-loaded with the Lymph & Lift treatment; the ZIIP GX kit comes with Golden Gel and is pre-loaded with the Energize treatment.
CAN I USE ZIIP AFTER COSMETIC INJECTIONS AND/OR LASER TREATMENTS?
Yes, but we recommend waiting 10 days after receiving an injectable or laser procedure before using ZIIP. Please consult your physician with further questions.
CAN I USE ZIIP IF I HAVE DENTAL IMPLANTS/BRACES?
Yes, there are no known issues with using ZIIP with dental implants/braces. Please consult your dentist with further questions.
CAN I USE ZIIP IF I HAVE A PACEMAKER?
We recommend that those who have a pacemaker do not use ZIIP, as a measure of caution. Please consult your physician with further questions.
CAN I USE ZIIP IF I HAVE OR HAVE HAD CANCER, OR AM UNDERGOING CHEMOTHERAPY?
ZIIP is not recommended for those with active cancer, or for those undergoing chemotherapy. We recommend that cancer survivors consult your physician before beginning ZIIP treatments, as the relationship between electricity and past cancer is unclear. Please consult your physician with further questions.
CAN I USE ZIIP WHILE PREGNANT OR BREASTFEEDING?
We recommend that women who are pregnant or breastfeeding do not use ZIIP, as the relationship between electricity and pregnancy is unclear. Please consult your physician for more information.
CAN I USE ZIIP IF I HAVE EPILEPSY?
ZIIP is not recommended for those with epilepsy. Please consult your physician for more information.
CAN I USE ZIIP IF I HAVE ROSACEA?
Yes, you can use ZIIP if you have rosacea, with a few caveats. The most compatible electrical treatment for you would be Sensitive Energize, which is all nanocurrent. Don’t use on any areas of skin that is raised, bleeding, painful to the touch, broken or excessively red. Move lightly and quickly over the areas of the face where redness is most prominent (typically center of cheeks, nose, etc.), and limit treatment to every other day. If you do not have areas of redness around the eyes, you can also use the VitalEyes treatment. You may also want to try Silver Gel, which is a favorite among those with sensitive skin.
CAN I USE ZIIP WITH RETIN-A?
Absolutely, but not at the same time. On the nights you use Retin-A, do not ZIIP. On the nights you use ZIIP, do not use Retin-A.
CAN I USE ZIIP WITH FACIAL PIERCINGS/MODIFICATIONS?
Yes, ZIIP can be used with metal piercings/implants; however, the piercing area should be avoided as much as possible as you may feel a "zinging" sensation if the probe touches anything metal.
CAN I USE ZIIP WITH FACIAL HAIR?
It’s best to avoid using ZIIP on areas where there is facial hair. The hair acts as a blocker to ZIIP’s electrical currents. We recommend using ZIIP on a clean-shaven face, but if you do have a beard and/or mustache, you can adjust any of the electrical treatments to avoid those areas, or use the Quick Fix or VitalEyes electrical treatments, which do not include the lower face and jaw area.
WHAT TREATMENTS DO YOU OFFER?
Our electrical treatments are designed to evolve with you and your skin. We currently offer 9 treatments, each of which uses different types of electrical current and different waveforms to accomplish different things. PRIMER, ENERGIZE, LYMPH & LIFT, SENSITIVE ENERGIZE, INSTANT GRATIFICATION, PIGMENT, TOTAL CLEARING, QUICK FIX, VITALEYES
HOW DO I CHOOSE A TREATMENT?
To maximize your results, we recommend starting every ZIIP session with Primer. For all-over face + neck sculpting, choose Energize, Sensitive Energize, or Instant Gratification. For lymphatic drainage, use Lymph & Lift.
For targeted treatments, there’s Total Clearing for acne, Pigment to address spots, and VitalEyes to wake up the eye area. When you only have two minutes to spare, go straight to Quick Fix.
CAN I DO MORE THAN ONE TREATMENT AT A TIME?
Yes, please. Our Electrical Treatments use different waveforms to do different things. We recommend starting with Primer, then continuing with Energize, Lymph & Lift, Sensitive Energize, Instant Gratification or VitalEyes. End with Total Clearing, Pigment, or Quick Fix.
HOW DO I KNOW WHEN TO MOVE THE ZIIP TO A NEW LOCATION OF THE FACE?
ZIIP will gently vibrate every few seconds during treatment to notify you when it is time to move from one location to the next.
HOW OFTEN SHOULD I DO EACH TREATMENT?
Our recommendations for each Electrical Treatment are:
PRIMER: Use at the start of every ZIIP treatment session.
LYMPH & LIFT: 2-3X/week
SENSITIVE ENERGIZE: 3X/week
INSTANT GRATIFICATION: 3X/week
TOTAL CLEARING: Use as needed. Do not exceed more than 1X/24-hour period 3X weekly.
QUICK FIX: 3-5X/week
WHEN WILL I SEE RESULTS?
Most users see some immediate results after 1 treatment. However, it depends on your skin, your concerns, and your usage. Users choosing ZIIP for anti-aging purposes using at the minimum recommended use, see results in about 3 to 4 weeks. Anti-acne users will see spots healing in as few as 3 treatments. Anti-pigmentation users will see spots beginning to fade with regular use after about 3 weeks.
HOW LONG DO RESULTS LAST?
The more often you use your ZIIP, the more lasting the results will be. The effects of nanocurrent are cumulative, meaning that the more you use it, the more long-lasting the results will be. The effects of microcurrent are more instantaneous, and providing results that last about 48 to 72 hours.
HOW DO I GET THE ZIIP APP?
HOW DO I SYNC A TREATMENT TO MY DEVICE?
1. Turn on your phone/tablet's Bluetooth.
2. Open the ZIIP Beauty app & click "Select a new treatment."
3. Choose desired treatment, then click "Sync treatment."
4. Turn on your nearby ZIIP device.
5. When successfully synced, your device will beep/flash 3x.
6. Your screen will then prompt you to "Press play to begin treatment." Press play.
7. Apply conductive gel, or if you have already, skip ahead & begin treatment at 1:05 in the video.
WHAT APPLE DEVICES IS ZIIP COMPATIBLE WITH?
ZIIP is compatible with any Apple iPhone, iPad or iPod Touch running on iOS 8.0 and later. Please contact firstname.lastname@example.org with any further questions.
WHAT ANDROID DEVICES IS ZIIP COMPATIBLE WITH?
Because of the vast amount of makes/models of Android devices, we will not list every compatible device here. However, ZIIP is compatible with any Android make/model that is running Android version 4.4 and up, and also has Bluetooth Low Energy as the type of Bluetooth it runs on internally. Please contact email@example.com with any further questions.
MY APP WON’T CONNECT WITH MY ZIIP (APPLE)
Sometimes all the app needs is a simple refresh. Close out of everything (you must actually close out/swipe away the ZIIP App) and try again.
If that does not resolve the issue, here's what to do:
1. Open the ZIIP App & tap Select a New Treatment.
2. Choose a treatment and tap Sync Treatment. Follow prompts.
3. If your ZIIP is still not syncing, let's check your permissions. Your Apple device requires us to first ask permission to use your devices's Bluetooth connectivity in order to successfully sync with your ZIIP device:
From Settings, scroll down to the ZIIP Beauty App. Tap it and open the next screen. The Bluetooth button should be green. If it is not, please press the toggle button to allow ZIIP access to your Bluetooth. You should now be able to continue syncing & treating your skin without interruption!
If your app is still not connecting to your ZIIP after you've run through these steps, please contact firstname.lastname@example.org
MY APP WON’T CONNECT WITH MY ZIIP (ANDROID)
On Android, device location and Bluetooth are tied together by the Operating System. In order to connect with Bluetooth devices like ZIIP, Android requires that you have location permission turned ON.
To make sure that Location Permissions are ON:
1. Open Settings > Security & location
2. Under the Privacy section, click Location
3. Click App-Level permission (near the top)
4. Scroll to the bottom of the list, and make sure that the ZIIP app is turned ON (the slider will show as blue)
5. Open the ZIIP app, and click Allow when asked if ZIIP can access this device's location
I CAN’T SIGN INTO THE APP (ANDROID)
1. Head to the Settings menu. This can be done by tapping the cog icon in your notification shade.
2. Find Apps (or Applications, depending on your device) in the menu, then locate the ZIIP app.
3. Tap on Storage and the buttons for clearing the cache and app data will become available.
4. Tap on Clear App Data button.
If your app is still not connecting to your ZIIP after you've run through these steps several times, please contact email@example.com
WHAT IF I DON'T WANT TO USE THE APP?
Every ZIIP GX comes pre-programmed with Energize, a 12-minute treatment that uses both nanocurrent and microcurrent to sculpt, lift, and tone the skin. The Energize Treatment Step-by-Step video is available here and on the ZIIP YouTube channel should you prefer.
The ZIIP OX comes pre-programmed with Lymph & Lift, a 7-minute treatment that works on lymphatic drainage and instant lift. The Lymph & Lift step-by-step video is available on the ZIIP YouTube channel should you prefer.
Consider downloading the app for access to all of the ZIIP electrical treatments. It takes seconds & is easy to use!
HOW DO I CLEAN MY ZIIP?
Wipe the ZIIP with a soft lint free cloth after use. Occasionally wipe down probes with a soft cloth misted with a bit of rubbing alcohol. Avoid getting water, other liquids, or excess conductive gel treatment inside of any part of the device, including the USB charging port. DO NOT put ZIIP in water or in the dishwasher or use abrasive cleaner or chemicals on the device
HOW DO I CHARGE MY ZIIP?
ZIIP comes with a standard micro USB charger. You can charge your ZIIP whenever it is most convenient for you. When used regularly, a full battery will last approximately 3 to 4 weeks. If during a treatment the orange light near the charging port softly flashes, finish that treatment and then fully charge your ZIIP. When your ZIIP is charging, the orange light near ZIIP's charging port will illuminate. When this light is off, your ZIIP is fully charged. When you unplug your ZIIP from the charging cable, you will need to press the power button once to turn your device off.
CAN ZIIP GET WET, OR CAN I BRING IT INTO THE SHOWER?
No, your ZIIP device cannot get wet and it cannot be exposed to water or brought into the shower or bath.
CAN I USE MY ZIIP WHILE IT IS CHARGING?
No, ZIIP cannot be used while it is charging.
HOW DO I STORE MY ZIIP?
Keep ZIIP stored between 32 degrees and 120 degrees, and away from water or other liquids, dampness, or debris that may get inside of the device. We recommend that you only use your ZIIP sealable, padded travel bag that comes with your device, for travel.
HOW CAN I BE SURE MY ZIIP IS WORKING?
When ZIIP makes contact with your skin, white lights on the bottom of the device will illuminate to reveal that there is a circuit of electricity running through your skin.
First, make sure you apply enough conductive gel to your face and neck before every ZIIP treatment. When you see the lights, your ZIIP is working. If you don’t see the light, make sure both probes on the bottom of the device are in contact with your skin.
WHAT IF I DON'T FEEL ANYTHING WHEN I USE MY ZIIP?
This is completely normal for some of our users. ZIIP's nanocurrents are very intelligent waveforms and will change their intensity over the course of treatment, particularly when going over more delicate/less fatty areas of the face. If the white lights are on when both probes are in contact with the skin, the ZIIP is delivering electrical current whether you feel it or not.
MY ZIIP DOESN'T BEEP/VIBRATE THE SAME TIME AS THE VIDEO TUTORIALS DO
That's okay! Some of timing may be off due to the editing process. Please double check that you have clicked "Sync Treatment" above the videos in the ZIIP app to ensure that you are using the same treatment you're watching. Feel for the vibrations during each treatment to let you know when to move to the next area of the face or neck.
HOW DO I KNOW WHEN ZIIP NEEDS A CHARGE OR HAS A LOW BATTERY?
Please note every ZIIP device comes fully charged & ready for use right out of the box.
Every time you turn on a fully-charged ZIIP device, all of its lights -including the orange one- will briefly flash and then go out. This brief orange flash *does not* mean your device is low on its battery or needs a charge.
When ZIIP is need of a charge, which will happen after about 18 treatments, it will glow solidly orange near the tail port and stay orange. Now it’s time to charge. The orange light will shut off when you've plugged into the charger for a sufficient amount of time, alerting you that your ZIIP is now fully charged & ready for use.
Please note: ZIIP will not respond to the charger when it does not need a charge.
MY ZIIP IS DAMAGED!
ZIIP should not be used if it has visible damage, or has been dropped on a hard surface. DO NOT open, or attempt to repair your ZIIP. Please contact firstname.lastname@example.org for more.
THE PROBES ON MY ZIIP LOOK DAMAGED!
ZIIP should not be used if it has visible damage, including on the probes. DO NOT open, or attempt to repair your ZIIP. Please contact email@example.com for further instruction.
I DIDN'T RECEIVE A ZIIP TRAVEL BAG/CHARGER/ETC. IN MY PACKAGE.
There is often some confusion surrounding the travel bag and what it looks like—it is easily missed. You should find it rolled up, opposite your charger in the cardboard accessory tube labeled “Charge It, Clean It, Carry It.” All ZIIP GX devices come with a clear, resealable bubble bag labeled “ZIIP Travel.” All ZIIP OX devices come with a black quilted travel bag. If you still don’t see it, we are happy to send you what you need. Please reach out to us via email at firstname.lastname@example.org or call/text at 1-800-944-7031 so that we may assist you.
Please reach out to us via email at email@example.com or call/text at 1-800-944-7031 so that we may assist you.
WHAT ARE THE INGREDIENTS OF THE GOLDEN CONDUCTIVE GEL?
Golden Gel’s highly potent active ingredients include 24-carat gold to calm and strengthen, five growth factors to repair and improve cell communication, hematite to firm and tone, snail venom peptide to relax lines, and bio-placenta to regenerate and heal cell damage. Golden Gel is silicone-free, oil-free, paraben-free and phthalate-free. You can find a list of all Golden Gel ingredients here.
WHAT ARE THE INGREDIENTS OF THE SILVER CONDUCTIVE GEL?
Silver Gel’s carefully-selected active ingredients include finely-crushed pearl and a Japanese hyaluronic acid chosen for its small molecular size and ability to draw moisture into skin for 24 hours following application. Silver Gel promotes collagen production, provides immediate and sustained hydration, and gives an all-around glow to skin. Silver Gel is silicone-free, oil-free, paraben-free, phthalate-free and fragrance-free. It is ideal for those with sensitive skin. You can find a list of all Silver Gel ingredients here.
DO YOU HAVE TO USE CONDUCTIVE GEL WITH ZIIP?
Yes, it is extremely important to use the ZIIP Conductive Gel with every treatment. Our gel has been designed to safely and effectively pull electrical currents from the ZIIP device to your skin, and we don’t want you to miss any of them.
HOW MUCH CONDUCTIVE GEL SHOULD I USE?
We recommend slathering conductive gel in thick layers on the areas which you are treating. Our founder Melanie uses 8-9 pumps on her face and neck, and adds more if she is doing more than one treatment. Helpful hint: if you find certain areas are sensitive, add an extra pump of gel to the affected area for comfort.
HOW LONG DOES A BOTTLE OF CONDUCTIVE GEL LAST?
If you are using your ZIIP 3 times weekly, a bottle of conductive gel should last around 2 months.
SHOULD I USE GOLDEN GEL, CRYSTAL GEL OR SILVER GEL?
All gels will conduct ZIIP’s electrical currents identically, and can be used with the ZIIP GX and OX devices. The difference is in their additional skincare ingredients. Golden Gel is made with stimulating actives to fill and firm the skin. Crystal Gel is made with organic ingredients focused on radiance and repair. And Silver Gel has more plumping and brightening actives and is the best option for those with sensitive skin.
DOES MY ZIIP COME WITH CONDUCTIVE GEL?
Yes! Each ZIIP comes with a two-month supply of conductive gel. The ZIIP GX comes with Golden Gel; the ZIIP OX comes with Crystal Gel.
CAN I KEEP THE GEL ON POST TREATMENT?
We love to leave the conductive gel on for up to 20 minutes following the Primer, Energize, Lymph & Lift, Sensitive Energize, Instant Gratification, or VitalEyes electrical treatments. It functions as a treatment masque that delivers incredible active ingredients deep within the skin.
We do recommend removing the conductive gel following the Total Clearing, Pigment, or Quick Fix programs, because they use direct current that pulls debris out of the skin, and we want you to rinse that off as quickly as possible following treatment.
HOW DO I APPLY THE CONDUCTIVE GEL?
Liberally! Apply conductive gel to the entire face, neck, and eye area. Make sure you apply gel behind your ears, around your mouth, and all the way up to your hairline.
WHAT ARE THE INGREDIENTS OF THE CRYSTAL CONDUCTIVE GEL?
Crystal Gel is formulated with active ingredients centered on radiance and repair, including glutathione, an immune-supporting amino acid and antioxidant found in every cell of the body, Veronica flower to kick up collagen production, and cedar bark extract for damage repair. Crystal Gel is silicone-free, oil-free, paraben-free, phthalate-free, fragrance-free and vegan. You can find a list of all Crystal Gel ingredients here.
HOW DOES THE GEL SUBSCRIPTION WORK?
Our ZIIP Gel Subscription is all about convenience. You can choose to automatically get Golden Gel shipped to you every one, two, or three months. There are no minimum time commitments, and you can switch frequency or even skip a delivery if needed at any time. Click on the Golden Gel page at the top of the ZIIP site, and click Subscribe to select your desired frequency.
HOW DO I MANAGE MY SUBSCRIPTION?
To manage your subscription(s), create an account/sign in on www.ziipbeauty.com with the email you used at checkout (This may or may not be the same as the email you use on our app). Go to My Account > Manage Subscription.
WHEN WILL MY CREDIT CARD BE CHARGED?
Your credit card will be automatically charged at the time of purchase, and then every 1, 2 or 3 months from that date, depending on your selected frequency at checkout.
IS THERE A TIME COMMITMENT?
There is no minimum time commitment. You can cancel at any time, up to 48 hours before your next scheduled shipment.
HOW DO I SKIP A SHIPMENT IF I DON’T NEED IT?
Login with your credentials, under “My Account,” click “Manage Subscriptions,” then choose desired subscription order #. Go to the shipment date you wish to skip, then click “Skip this shipment.” * This must be done at least 48 hours before your next scheduled shipment.
HOW DO I CANCEL MY GEL SUBSCRIPTION?
Login with your credentials, under “My Account,” click “Manage Subscriptions,” then choose desired subscription order #, then “Cancel.”
*This must be done at least 48 hours before your next scheduled shipment. Please contact firstname.lastname@example.org for further assistance.
HOW DOES MY ZIIP SHIP?
Your ZIIP will ship to you from our warehouse in Las Vegas, Nevada via Fedex, UPS, or USPS. The carrier is decided by our shipping team for optimal transit time & cost to you.
After your ZIIP order is processed and ready to ship, ZIIP can no longer alter your order or change shipping options. Please write email@example.com for more specific information.
HOW QUICKLY WILL MY ORDER ARRIVE?
ZIIP offers complimentary ground, 2-day, or overnight shipping options.
We strive to process and ship orders within 24-48 hours. If there are delays for any reason, we will notify you and remain in touch via email. Orders received before 12:00pm PST will normally be processed the same day. Please check the shipping tracking link in your shipping confirmation email for the latest shipping status, or contact the customer support team at firstname.lastname@example.org.
DO YOU SHIP "SIGNATURE REQUIRED?"
ZIIP does not standardly ship with signature required. Please reach out to email@example.com with further questions.
DOES ZIIP SHIP INTERNATIONALLY?
ZIIP currently does not ship internationally. However, we have several retailers that do. Please visit our Stockists page for our authorized retailer list.
CAN ZIIP BE USED OUTSIDE OF THE UNITED STATES?
ZIIP is dual voltage which means it can accept both 110-120V and 220V. All you'll need to charge your ZIIP internationally is a plug adaptor, also called a travel adaptor.
IS THERE A WARRANTY?
Yes. We have a two-year warranty on manufacturing related issues when purchased from an authorized retailer or www.ziipbeauty.com. Please see our return policy for additional information