FAQ

**Please note**: USPS has suspended operations in Southern Louisiana due to tropical storm Marco and has also suspended operations in San Francisco/the greater Bay Area due to the wildfires in the region. Transit times and deliveries near those locations will likely be delayed.

Due to COVID-19, it’s been taking a little longer than usual to fulfill your order(s) as we make sure our distribution team stays healthy and safe. We estimate that your order will ship within 2-3 business days, and we’ll send an email with the tracking information as soon as it does. We’re so sorry for any inconvenience and thank you kindly for your patience!

 



Recently Asked ↴ 

Orders, Shipping, and Returns ↴ 

{THE AND} Card Game ↴ 

About THE SKIN DEEP ↴ 

But Also... ↴ 








Recently Asked 

 

COVID-19


Are you still shipping orders?

Yes, but due to the circumstances surrounding COVID-19, we’re only able to ship orders within the US and Canada for the next two weeks, with some orders experiencing delays in shipping times.

 

Are you still shipping internationally?

For the moment, our international fulfillment center has stopped shipping orders. If you’d like to be notified when international shipping is available once more, please sign up to be notified here: www.theskindeep.com/back-in-stock

Meanwhile, we just released our brand new app for iOS and Android (which you can download at www.theskindeep.com/app so you can experience {THE AND} digitally wherever you are!

 

Is COVID-19 causing shipping delays?

Sometimes, yes. Most carriers are experiencing delays in both updating tracking links as well as delivering packages. In some cases, our carriers are skipping scanning packages into the tracking system until the final scan - which is delivery. This means many of our customers aren’t seeing tracking updates and then - voila- their package arrives. We have the same tracking information as you, but if it’s been 15 days and you still haven’t seen your package (or any tracking updates), please get in touch at contact@theskindeep.com

 

My tracking number isn’t showing me any info...

Bear with us. We've been having this issue with carriers due to delays they’re experiencing. Our fulfillment center is asking that customers wait 48 hours for their tracking link to update - as it usually does within that time frame. If you’re still having issues after 48 hours, please get in touch so we can follow up.

 

My order seems to be missing...

We apologize. We know it’s frustrating, but our fulfillment center only allows us to file claims for lost-in-transit orders once carriers fail to update their tracking links for 15 consecutive days. If this happens, we can either issue you a refund for your order or send a new order out to you. Please let us know at contact@theskindeep.com after 15 days if you’ve still not received your package.

 





Orders, Shipping, + Returns 

 

Do you have a physical store?

We don’t, however there’s a special place in New York City where you can find our card decks: Winner’s Corner at 83 West Street, Brooklyn, NY 11222 proudly carries {THE AND} products.

 

How quickly do you ship orders?

It depends on where you’re ordering from. In the US it takes 2 business days for orders to process, and then 3-7 business days to deliver. International orders are country specific, though, and some may be subject to additional customs charges and extra shipping times.

 

Do you offer any discounts?

When you purchase 2 or more of our editions, you'll receive our bundle discount (up to 20% off!). We announce discounts and promotions via our newsletter first, so we suggest you sign up at www.theskindeep.com so you don't miss any.

 

Can I add a gift note to my order?

At the moment, we don’t offer gift notes as an option with our orders. Of course, this just means we encourage you to send a recording of your gift message or make a video call with the gift recipient to make it even more personal! (Can you tell we like human connection?)

 

Can I edit my order?

Oof, this is a tricky one. Our fulfillment center automatically processes shipments every thirty minutes, which means we aren’t able to do much in regards to changing any order information (including items and shipping address). You’re welcome to send us an email at contact@theskindeep.com and we’ll do what we can to help you out - but unfortunately cannot guarantee we’ll be able to make changes to your order once it’s been processed.

 

Can I cancel my order?

We completely understand you may change your mind about your order! In most cases, because orders are processed every 30 minutes automatically by our fulfillment center, we won’t be able to stop them from shipping. If you let us know within 24hrs of placing your order that you’d like to cancel it and we aren’t able to stop it from processing, we’ll move forward with your order as a return - no worries.

 

Can I return my order?

If you’d like to return your order, please get in touch within 30 days of your purchase so we can send you a return label at your expense. Please note that we can only offer refunds if your card deck is in its original, unopened condition.

 

My order status hasn’t updated…

Sometimes it can take 48 hours for our carriers to update their systems. Sometimes carriers skip scans in packages at certain steps of the way. Please be patient, give it a day or two, and then let us know if you’re still not seeing any info on your shipment. We’ll be happy to help!

 

My tracking number doesn’t show me any info. Why is that?

Bear with us. We've been having this issue lately due to the delays our carriers are experiencing because of COVID-19 and widespread protests.

Our fulfillment center is asking that you wait 48 hours for your tracking link to update (which it usually does within that time frame). If you’re still having issues after 48 hours, please get in touch so we can follow up and figure out what’s going on.

 

My deck arrived damaged! What do I do?

Oh no! We’re so sorry to hear that. Sometimes packages can get treated a little roughly by carriers. Drop us a line at contact@theskindeep.com and we’ll be happy to discuss reshipping your order or offering a full refund!

 

I paid for express shipping and it took ages to arrive. Can I get a refund?

Of course. We’re sorry you didn’t get your package in a reasonable time. Drop us a line at contact@theskindeep.com and we’d be happy to issue a refund for the difference had you paid for regular shipping.

 

I got my order and the wrong items were sent. What do I do?

Oh no, that’s frustrating. We’re so sorry, but sometimes our fulfillment center makes mistakes (we’re only human, after all). Drop us a line here and we’ll immediately send you the proper items. Sorry about that!

 

My order was never delivered…

We apologize for that. We know it’s frustrating, but our fulfillment center only allows us to file claims for lost-in-transit orders once carriers fail to update their tracking links for 15 consecutive days. If this happens, we can either issue you a refund for your order or send a new order out to you. Please let us know after 15 days if you’ve still not received your package.

 

My order was stolen!

Ugh, that’s the worst. We’re so sorry your package was taken, but unfortunately there isn’t much we can do once the carrier has delivered the box. We suggest taking a claim up with the delivery service to see if they will reimburse you. Mail thieves are the pits, but we can only hope they’ll use {THE AND} card game to look inwardly and discover more about themselves (and realize they should stop taking other peoples’ mail).

 

My order was returned to you guys as undeliverable. What’s going on?

Hm, that’s very odd. Drop us a line at contact@theskindeep.com with your address so we can confirm it, and let’s find out why.

 





{THE AND} Card Game 

 

How can I buy {THE AND} Card Game?

You can buy it right here from our online shop or grab one at a {THE AND} live event.

 

How many players is it for?

{THE AND} experience works best with one-on-one conversation. However, a few of our editions can be played with multiple people at one time - check out the Coworkers, Strangers and Friends packs, for example!

 

What’s the age range?

While the Couples Edition is meant for ages 16+ (as it contains sexually explicit material), every other edition can be enjoyed by all ages.

 

How do we play?

The only rule we have is to be honest. Other than that, it’s easy - players sit closely together, pick 12 cards, and take turns reading and answering all 12. You should try to answer every question, but you do have the option to pass, if you like. The full “rules” can be found on the packaging for more details.

 

How long does it take to play?

The experience is designed to be played with 12 questions (which the players ask back and forth). This can foster conversations anywhere between 40 to 90 minutes (or longer), but you should feel free to ask as many or as few questions in each session as you feel is right for you.

 

Do I have to answer all the questions?

Of course not. Players can choose to pass as they feel necessary, but the intention of the game is to create a comfortable and open space that fosters honest dialogue - no matter how difficult.

 

Are the decks all the same? Do some of the questions repeat?

While a few of our questions are included in multiple decks (as they're great and apply to more than one kind of relationship), the majority of our decks' questions are unique to the relationship of that deck.

 

Can I get a list of the questions?

We don't send out lists or digital versions of our cards, as it’s hard for us to keep our product from being replicated. However, we do have a brand new app for iOS and Android, which you can download at www.theskindeep.com/app if you’d like to access the experience in digital form!

 

What’s the difference between the Dating deck and the Couples deck?

We like to think of our Dating deck as slightly more casual - covering everything from "hello," through to "I love you." From the "I love you" stage onwards, we suggest our Couples deck. It really depends on where you are in your relationship, though. Here’s an example of a Couples deck question and a Dating deck question so you can compare:

Couples: What do you love about our relationship?"
Dating: What's something you want to experience in all your intimate relationships?

 

What’s the difference between the Couples Edition deck and the Long Term Couples Edition deck?

We created our Long Term Couples deck for couples who've been together for a really long time. This means that the questions in our LT Couples deck assume that you and your partner have been together for many years. Conversely, the Couples deck is best suited for any type of romantic or intimate relationship, and doesn’t take a specific length of time players may have been together into account.

 

Does the Coworker Edition deck have very private questions? I’m not sure if I want to be that open with my colleagues…

Not at all. The Coworkers deck was created to help you bond with your workmates and learn more about them as you communicate openly - not reveal your deepest secrets. Here are some examples of questions in the Coworkers deck to help you get an idea of the types of prompts you’d encounter:

  • What is my greatest talent that I could utilize more of?
  • If you could add one person to our team, who would it be and why?
  • How is our team helping you become the person you want to be?
  • How do we define success differently than our competition?

 

Do you have an Exes deck?

We don't have an Exes Edition specifically, but we recommend exes try the Healing Edition. The questions are ideal to help restore, reconcile and repair - especially if a relationship is struggling or strained, or has ended completely.

 

Are there different relationship decks in the works?

There are! We are always working on new experiences for you to take home. Subscribe to our newsletter at www.theskindeep.com/subscribe to stay informed about our new releases!

 

What if I dislike your questions or don’t enjoy {THE AND} card game?

That’s fine! Everyone is allowed their opinion. We sincerely hope that you truly enjoy connecting with the card game, but if you don’t, or find you have had an unpleasant experience, please contact us and we’ll happily discuss ways to help you get more value or enjoyment out of them, if you like.

 

Are there different language decks available?

Right now we are working on creating foreign language versions of every deck. We already have German, and are working on French and several other languages. Subscribe to our newsletter at www.theskindeep.com/subscribe to hear about new releases as they occur!

 

What are the icons on the cards?

Oh, this is easy. The symbols on our card decks are simply small design elements we use to categorize the questions - they have no impact on the experience or the way you navigate the questions when playing.

 

Why did you create this game?

After seeing our documentary, we were overwhelmed with people who reached out wanting a way to experience a deeper connection like they had witnessed. We decided to create a tangible card-based version that uses 199 of the very same questions you see in our videos, so our fans could take the experience home. {THE AND} Card Game lets you laugh, love, and cry as you create a deeper connection through powerful and honest conversation.

 

Can I use your cards in my own creative projects?

First of all, thanks for the love for our product! When it comes to using our decks in your own creative projects, we only ask that you credit us in full and that you don’t recreate our {THE AND} format.

 

What is {THE AND}?

{THE AND} is an Emmy award-winning interactive documentary project that invites the viewer directly into the intimate space of real people’s relationships. With over 200 couples filmed worldwide (and millions of views), the project is continuing to grow as we create the world’s first digital database of human relationships.

 





About THE SKIN DEEP 

 

What is {THE AND}?

{THE AND} is an Emmy award-winning interactive documentary project that invites the viewer to peer directly into the intimate space of real people’s relationships. With over 200 couples filmed worldwide (and millions of views), the project continues to grow as we create the world’s first digital database of human relationships.

 

Wait, so what is THE SKIN DEEP?

THE SKIN DEEP is the hub behind {THE AND}, as well as a host of other interactive projects that center around relationships, connection, and the human experience in the digital age. We’re a small team of creatives who believe in genuine, authentic experiences that foster deeper understanding, compassion and connection. You can learn more about us at www.theskindeep.com

 

What does {THE AND} mean?

We at THE SKIN DEEP believe that a relationship isn’t simply you/I, him/her, us/them. It’s the and that connects us - you and I. Him and Her. Us and them. This “space in-between” is where the name of our {THE AND} documentary originated.

 

How do I see your other projects?

Most of our videos are published on our YouTube channel: www.youtube.com/theskindeep Out interactive experiences can be found on their own sites:

{THE AND}: www.theand.us
The Dig: www.thedig.tv

 





But Also 

 

Can I help you translate your cards into ________?

While we’re so excited about you for wanting to support our work, at the moment we don’t need much translation help beyond what we already have planned. We’d love to add you to our database of possible translators, though, so drop us a line and we’ll let you know if we could use your skills in the future!

 

Can I help introduce {THE AND} to my country?

Thanks so much for your interest in helping us share {THE AND} with even more humans! One of our biggest goals with our {THE AND} project is to explore connection, love, and the human experience across the United States and the entire world. Here is a link to our Local Resident Partnership form where you'll find more information about being a Local Resident Partner and you can let us know a little bit more about yourself. We look forward to hearing from you!

 

Are you hiring interns?

The Skin Deep is a pretty great place to work, so we understand and thank you for your interest! At the moment we’re not offering any internships, but we’d love to hear from you if you’re interested in a future opportunity. Drop us a line here and tell us why we’d be lucky to have you, and we’ll add you to our mailing list so you’ll be the first to know when an internship opens up.

 

Are you hiring at the moment?

We’re not actively hiring at the moment, but are always looking for great humans with whom we can collaborate. If you’re interested in an opportunity at THE SKIN DEEP, you can visit www.theskindeep.com/careers where we'll update any searches we're conducting for new members of our team!