Return and Shipping Policy
RETURN AND SHIPPING POLICY
On most orders*, Domestic and International, you may return or exchange item(s) purchased on Case-Mate.com for any reason within the first thirty (30) days from the date of shipment for a refund.
Note: Shipping charges are NOT refundable.
The Case-Mate Returns / Exchange Center will guide you through the process and in most cases, a pre-paid return label will be provided so you can easily return your merchandise. You may also be offered an Instant Refund Credit that is optional for use in the event you are needing to make an exchange.
If for any reason the item you are asking to return is ineligible and you feel this is an error, please SUBMIT A REQUEST here . Certain items and order types may trigger this and we are happy to assist if needed!
If you need to replace an item due to a defect or damage, view our Warranty Policy to determine if you are eligible for a replacement.
*INTERNATIONAL ORDERS* you may return item(s) for a refund within the first thirty (30) days from the date of shipment for a refund. Please SUBMIT A REQUEST here . to customer service for a return authorization. Return shipping is the customer's responsibility. Returned items are processed as refunds. Original shipping charges are not refundable.
*Cloth masks, Mask Filters, and Cleanscreenz Phone Cleaning Wipes : These items are not eligible for a return or exchange for any reason due to the personal use nature of the product. If you feel the product is defective for any reason, please contact Customer Service within 30 days of purchase.
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.
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.
ARE THERE 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 PLACED AN ORDER WITH OVERNIGHT SHIPPING AND I STILL HAVE NOT RECEIVED IT. WHERE IS MY ORDER?
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.
WHERE ARE MY TRACKING DETAILS /PACKAGE?
Enter your order details on our Order Tracking page to view the status of your shipment.
Shipping confirmations are sent by e-mail at the end of the day after all orders have been processed. The designated carrier has to receive and scan the package before tracking will update.
DOMESTIC ORDERS: Please allow up to 72 hours for the carrier to update their shipping records.
NOTE: All carriers provide an estimated delivery date. Service delays, weather, as well as other conditions can impact final delivery. Please check the carrier's website using the tracking number provided.
INTERNATIONAL ORDERS: Carrier details will be provided with the order confirmation. All orders are shipped with International Express services. Please allow up to 10 days for delivery.
WHEN WILL MY ORDER SHIP?
Most standard delivery orders placed before 2 PM EST M-F will ship the same day (M-F). During peak periods the order may ship the next business day.
We typically advise allowing up to 72 hours for the carrier to update their records. Don't be alarmed if the status says "Awaiting Package" or "Pre-Shipment Info Received" as this is normal.
Please allow 10 business days from the date of shipment for your package to update and be delivered before contacting support for a replacement.
Orders processed with expedited shipping placed before 2 PM EST M-F will ship the same business day*. *Please note for expedited delivery orders: UPS does not deliver on Saturday or Sunday for most orders.
All orders are batch-processed during the day. Shipping confirmations are sent during the evening on the day your order is processed for shipping.
HOW WILL MY ORDER SHIP?
DOMESTIC SHIPPING DETAILS
Standard Shipping in the United States is FREE on orders over $35! Orders less than the $35 threshold will be charged $6.00 for standard shipping. Most orders placed before 2 PM EST will ship the same day (M-F). During peak periods the order may ship the next business day.
Expedited Shipping is available for an additional charge during the check out process. Orders placed before 2 PM EST M-F will ship the same business day*.
*On all expedited orders placed on Friday before 2 PM - UPS does not deliver on Saturday or Sunday to most locations. An overnight order would be picked up for processing Friday, however, would not deliver until Monday. An order with 2-day service would be delivered Tuesday.
SPECIAL NOTE: All orders placed to PO Boxes or APO/FPO.s are only shipped with USPS and may not be expedited.
INTERNATIONAL SHIPPING DETAILS
Case-Mate offers International Shipping to most countries. Carrier details will be provided once the shipping confirmation updates.
Orders may be subject to Taxes and Duties upon arrival.