Frequently Asked 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?

First, make sure that the item you’re attempting to purchase is not already marked down— if an item is marked down, the code will not be applied to your order at checkout. If you’re purchasing multiple items and your discount code isn’t working, please make sure that no items in your shopping cart are marked down.

Then, enter the code as you received it (without extra spaces or dashes). Make sure you don’t have another code already applied to your purchase— only one code may be applied per order. 

*Sale excludes Limited Edition Jelly Totes. Offer cannot be combined with other discounts.

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?

Orders placed with standard shipping can be modified or cancelled up to 30 minutes after they've been placed. They are then processed and sent to our fulfillment center. Orders placed with expedited shipping will be processed immediately and cannot be modified or cancelled. 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 to 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 $90 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.

Domestic Order Tracking Page

International Order Tracking Page

*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.

*Preorders will be on hold to ship until the preordered item is in stock. If other in-stock items were ordered with a preorder item, the entire order will ship when everything is in stock.

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 come 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.

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.

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! :)

Facebook

Instagram

Twitter

Pinterest

LinkedIn

TikTok

(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 ambassadors@case-mate.com if you are interested in becoming a Brand Ambassador for Case-Mate.

Merchants want to reward customers. CashBack is a simple way for merchants to give you rewards -- either site credit or a prepaid award card -- for shopping with them.

Check your email. After a qualifying purchase, you will receive an email to redeem your CashBack. You just need to complete the CashBack redemption form, and then you can select your preferred CashBack redemption method. Depending on where you purchased, you can redeem your CashBack as either a Prepaid Award Card or a store credit to the merchant’s store.

We trust you, but to ensure that fraudsters don't take advantage of the CashBack system, there is often a holding period corresponding to the return or refund period of the merchant. Please see your merchant's specific terms for information on if and how long the holding period is.

As soon as you confirm your selection, we’ll provide details about your store credit. If the brand you have purchased from has a return period, there may be a holding period before your store credit becomes available, but this can vary by merchant. Please check your specific merchant’s terms to understand if a holding period applies and how long it might be.

Purchase anything from the merchant’s site and enter your store credit number on the checkout page. Be sure to use the same email address when purchasing.

Once you select a bonus store credit, we will send you an email with details about your selection. If you can’t locate that email, please reach out to us at support@getfondue.com with your exact CashBack details, and we’ll help locate your bonus store credit.

As soon as you confirm your selection, we will provide you with details about your Prepaid Award Card. If the merchant has a return period, you may have to wait up to 60 days to be able to use your Prepaid Award Card. Please see your merchant's specific terms for information on whether there is a holding period and its length.

You can use your Prepaid Award Card at almost any merchant that accepts the payment network printed on your card, subject to limited restrictions. Whether you’re shopping online or in person, your Prepaid Award Card provides you with the flexibility and convenience you need.

Once you select a Prepaid Award Card, we will send you an email with details about your selection and a secure link to your card's details. If you can’t locate that email, please reach out to card@getfondue.com with your exact CashBack details, and we’ll help locate your Prepaid Award Card.

Once you select a Prepaid Award Card, we will send you an email with a secure link to the details of your card. For balance details, please email us at support@getfondue.com with the last four digits of your Prepaid Award Card.

This card functions like a debit card and only authorizes purchases if the card has a sufficient balance. Please check if your card balance is greater than the purchase amount you're attempting. Also, double-check that you added the correct card number, name, and address. If you are still experiencing issues, please email us with all the details of your charge at card@getfondue.com, and we will be happy to help!

CashBack may be suspended for a number of reasons and is often tied to how the order was completed. Here’s are the most common reasons your CashBack may be suspended:

Your order was refunded
If your order is refunded (in full or in part), your CashBack is automatically paused since the original purchase is no longer active.

Another promotion (like a coupon) was used
In some cases, CashBack can’t be combined with other discounts on the same order. If you used a coupon code at checkout, your CashBack may be suspended.

Your order wasn’t placed in U.S. dollars
Currently, CashBack is only available for orders placed in USD. Orders placed in another currency aren’t eligible for CashBack yet.

A required verification check couldn’t be completed
This is rare, but sometimes we’re unable to complete required security checks. As a prepaid rewards provider, we’re required to follow U.S. regulations designed to protect customers and prevent misuse.