If you have a question that isn’t answered here, feel free to reach us by email at email@example.com.
How do I check my order status?
We will send you an email with tracking information once you place your order.
I changed my mind, can I cancel or modify my order?
When you place an order, you have 24 hours to contact us at firstname.lastname@example.org to request a cancellation or modification. After 24 hours, we’ve already started working on your order and it is too late to cancel or modify it.
I placed an order 3 days ago and since it hasn’t been shipped yet, can I cancel it?
Please know that all our products are made-to-order. Orders are sent to production within 24 hours from the time they are placed. After 24 hours, we can no longer cancel your order.
I placed my order, but I have not received my confirmation email yet.
First, double check your spam folder and other email accounts. Can’t find it? No panic, just contact email@example.com and we will assist.
What type of payments do you accept?
Cards: Visa, Mastercard, American Express, Diners, Discover, JCB.
When will my card be charged?
Just after your order has been successfully placed.
What is the type of currency on your store?
All our prices are in US dollars.
How secure is my personal information?
We adhere to the highest industry standards to protect your personal information when you checkout and purchase from our online store. Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
REFUNDS & REPLACEMENTS
My Phone Case arrived damaged, what do I do?
Our supplier is top-notch and defects are very rare. If your case arrives with damage simply send us photos and a description and we will make arrangements for you to send back the case for a replacement.
I got the wrong case. How can I get my correct order?
In the event of a wrong order, please contact Customer Service at firstname.lastname@example.org. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order.
The case does not suit me, can I return it?
Our phone cases are printed to order once you have made your selection. If you have any doubt about the quality or style of the case, please reach out to me in advance with your questions. There are also detailed reviews on You Tube that showcase every aspect of the Case Mate Tough Phone Case (I watched all of them before deciding to work with Case Mate for my designs). If you receive your case and you don’t love it, you can contact email@example.com to make arrangements for a return address and refund. Return shipping is not covered.
I entered the wrong address information. Can I still correct it?
We can try to make corrections to your order within 24 hours from the time that you submitted your order form. If you request for the corrections after 24 hours, we will no longer be able to update it on our end. You will then have to wait for your order to be shipped and you can update the address with the shipper directly.
How long does it take for an order to arrive?
These cases are made to order, the production and packing process takes 5-6 business days, and we ship from fulfillment centres around the world, so shipping can take anywhere from between a week to three weeks. We will send you a tracking code as soon as it is shipped, and many products specify the shipping time in the description.
I ordered multiple items but haven’t gotten all of them. What’s going on?
Our products are printed on demand and aren’t stocked in-house. Sometimes your orders will come from different locations, so you may receive one item before the next. They’re all coming!