Frequently Asked Questions
Frequently Asked Questions
Please click below for answers to general questions:
What Payment methods are accepted?
We accept all major credit or debit cards (Visa, American Express, Discover, Mastercard). You can also check out with PayPal, Apple Pay, Klarna (Buy Now, Pay Later) or BitPay.
BitPay supports payment in Bitcoin (BTC), Bitcoin Cash (BCH), Ethereum (ETH), Wrapped Bitcoin (WBTC), Dogecoin (DOGE), Litecoin (LTC), and 5 USD-pegged stablecoins (GUSD, USDC, USDP, DAI, and BUSD).
BitPay operates just like any other payment method for users that want to pay with cryptocurrency, and is faster and safer than traditional payment methods. Crypto payments reduce high fees and increase payment transparency and efficiency. BitPay enables businesses like Case-Mate to accept cryptocurrency as a form of payment without having to buy, own or manage crypto.
Learn more at https://bitpay.com .
My discount code is not working. What can I do?
Please make sure you are logged into the Case-Mate web-site before attempting your purchase. Please enter the code as you received it (no extra spaces or dashes). Only one code may be applied per order.
If you are still having trouble with the discount code, please reach out to our experienced support staff HERE .
The address on my order was entered incorrectly - can this be fixed?
All new orders are automatically processed to our fulfillment center as soon as they are submitted. Because of how quickly this happens, we are unable to modify or cancel an order once it has been processed. The package will ship to the address provided when submitted.
Please reach out to SUBMIT A REQUEST for assistance and our team will be happy to help you with a replacement order.
** Please note that additional shipping charges will be applied to reship the order to a corrected address.
I did not receive an order confirmation but the funds were deducted from my account?
We recommend you check your SPAM or TRASH folders to be sure the email is not hidden. If you are unable to locate the confirmation, most often this occurs when the email address was entered incorrectly during check out, or perhaps an alternate address was used in error?
We are happy to verify the order for you. Please chat with us online or SUBMIT A REQUEST and we will be happy to assist!
Are taxes and duties charged on international orders?
All orders that ship internationally may be subject to duties and taxes.
During checkout, you will pre-pay these charges. This helps to avoid any unexpected surprises once the package is delivered!
I did not receive my order. What can I do?
Please click here to reach our Customer Support Team about your order.
How do I submit a claim for a warranty replacement?
Most of our items have a replacement warranty if there is a defect in materials and workmanship under normal use. Click here to view our policy and submit a claim .
How long will it take me to receive my warranty replacement?
Once your claim has been approved and have finalized your replacement order, the delivery time with standard shipping for domestic orders is 5 to 7 days.
International orders may take 10 to 12 days once processed.
I returned an item. When will I receive my refund?
All returns are processed within a few business days once they are received at Case-Mate. Refunds are processed back to the original method of payment. We recommend allowing up t o 5 business days for the refund to your reflect on your account. Processing time may vary depending on the financial institution.
I was sent the wrong item. What should I do?
Our experienced Customer Support Team can help you get the right item. Please SUBMIT A REQUEST and we will be happy to get this corrected for you!
Can I return an item for refund that I purchased from an authorized re-seller?
Unfortunately, returns and exchanges would need to be made directly with the seller as the financial transaction did not happen with Case-Mate.
We can assist if there is a defect with the item. You can file a warranty claim for any manufacturing defect.
Why am I being charged for shipping on my order?
Standard shipping is free for domestic orders of $35 or more. Shipping is calculated after any product discounts have been applied to the order.
I placed an order with overnight shipping and I have not received it. Where is my order?
Enter your order details on our Order Tracking page to view the status of your shipment.
Orders processed with expedited shipping placed BEFORE 2 PM EST M-F will ship the SAME business day.
Orders processed with expedited shipping placed AFTER 2 PM EST M-F will ship the NEXT business day.
My case has discolored and is yellow. Is this normal?
While not normal, exposure to extreme humidity and temperatures can cause yellowing over time. This can also happen with wear and age. Most of our products with a lifetime warranty. Please SUBMIT A REQUEST and we will be happy to assist and replace your item if needed.
My case is defective and I need a replacement but I'm getting a new device.
Can I file a claim for my old case and get a new case for my new device?
First, how exciting that you are getting a new device!
The warranty would only be in effect to replace the case you currently have and is not transferrable. The warranty is specific to the item originally purchased based on the proof of purchase submitted.
Make sure to register for our newsletter on Case-Mate.com so you can keep up to date on the latest promotions and the new case styles as they are launched. We know you'll find one you love for your new device!
How can I clean my case?
We recommend using a damp cloth and no harsh chemicals. Mild soap and water should do the trick.
To help keep your device and screen clean - we also offer Clean Screenz anti-bacterial wipes under our Safe+Mate brand. You can shop for them here .
What does drop protection mean?
Great question! Most Case-Mate cases are designed and extensively tested by a 3rd party laboratory for durability up to a height of 10 ft. We also have some cases tested up to 15'.
While no case manufacturer can guarantee that you will not incur damage when a device is dropped, we design and build for durability and protection to help keep your device safe.
Help! I can't get my case off my device.
All of our cases are designed to fit snugly on your device.
We recommend holding the device securely in one hand with the camera facing towards you. Gently use your thumb to push through the camera hole, while pulling the case off around the edges of the phone in the opposite direction.
We do have some "how to" videos on our Instagram page here.
What is the liquid in the Waterfall Case? Is it safe?
Our Waterfall cases contain a non-toxic mineral oil (similar to baby oil), beads and glitter. The mineral oil in our Waterfall cases has been tested and certified to be safe.
Is COVID-19 affecting Case-Mate order processing and shipping?
All operations at Case-Mate are at 100% capacity!
We have received updates from our shipping carriers that certain regions in the country have been and are experiencing delivery delays. An overall increase in shipping demand nationwide with all the carriers, plus transportation limitations both ground and air, have caused service disruptions at times. Please be patient with the delivery services and allow extra time as needed for your order to be delivered.
What social media outlets can I follow Case-Mate on?
We can be found at the social media links below. Please be sure to like, follow, subscribe and share! :)
(Psssst! if you received GREAT service from a service team member, please give them a shout out on your favorite network. We'd love to hear from you!)
I would like to become a Case-Mate re-seller. How can I apply?
Thank you for your interest in our products!
For Reseller and Distributor information/opportunities, please click here to be directed to the Sales Director for your region: https://case-mate.com/reseller-opportunities
There is no phone number for me to reach support. Help? I need to speak with someone.
We are currently offering online only support. Our experienced team is waiting to assist by email and by chat (look for the "chat" bubble in the lower right-hand corner.). We have agents online until 11 PM EST.
To file a warranty claim or for assistance with an order, please SUBMIT A REQUEST . We are happy to help!
I can't login to my Case-Mate account. Please Help?
We recently transitioned to a new website platform and unfortunately, account access did not transfer with it.
We will need to ask you to create a new account on Case-Mate.com . You can use the same email address that was used before and set up the new account. Once you set up the new account, any of your orders that were previously associated with your account will be available to you.
We apologize for the inconvenience. Please reach out to support via chat if we can be of any additional assistance.
I am a social media influencer and want to promote your products. How can I do that?
Thank you for your interest in our brand and products!
Please send an email to firstname.lastname@example.org if you are interested in becoming a Brand Ambassador for Case-Mate.
Didn't answer your question? Please use the Help below or Submit a Request