customer service support
How do I contact a US Customer Service Support Team member?
By email at support@SUPCASE.com or during business hours M - F at (678) 815-6637
What if my order was fulfilled by Amazon or other marketplace channels?
Please contact Amazon customer service by going to Amazon.com, and scroll down to “Let Us Help You” click on “help,” “Need More Help,” “Contact Us.” You can email, phone, or live chat. Please provide the Customer Service Representative a 17-digit number, xxx-xxxxxxx-xxxxxxx. For other marketplace channels like Amazon.com, eBay.com, BestBuy.com, Quill.com, and Staples.com please contact the respective Customer Service Representative with your order number so they can assist you.
Do you have a local store I can visit?
We do not have local stores. SUPCASE.com is an online store. SUPCASE manufactures and sells its own brand of products to major marketplace channels like Amazon.com, BestBuy.com, eBay.com Quill.com, Rakuten.com, Staples.com, Walmart.com, and more.
Is my order number required when I have an order inquiry?
Yes. Our Customer Service Support Team requires your order details in order to assist you. Order numbers from SUPCASE.com will start with 9 digits e.g. “ 6000xxxxx”.
Can I opt out of marketing emails?
Yes, if you are no longer interested in receiving discounts and updates on giveaways, you can opt out at any time via any last communication.
Education, Government, Other Related Non-Profit Businesses and Reseller Program
How do I know my order went through?
An automatic order confirmation will be immediately sent to the email address on file. The message will include your order number, items ordered, shipping info, and payment method.
How can I change my order?
Unfortunately, we cannot change item info once an order has been placed. Although we can update shipping information, you can also contact us to cancel the order and place a new one at support@SUPCASE.com or during business hours M - F at (678) 815-6637
How do I cancel my order?
Can I place an order over the phone?
Unfortunately, orders can only be placed at SUPCASE.com at this time.
How do I return an order?
Please visit https://supcase.com/return-exchange/
What does it mean when my order is in “pre-order” status?
The item is temporarily waiting to be in stock. Inventory is shipped straight from our factory so as soon as your item is in stock, your pre-order will receive priority over new orders.
How will my credit card or PayPal or credit card account be processed for a pre-order?
Once you place a pre-order, the order will process for authorization before the actual credit charge. It will be in pending status in our order system until a label has been prepared to ship out the product, then the actual credit charge will process.
What is the processing time for my order?
Orders are typically processed within 1-2 business days.
Can I pick up my order at your facility in Atlanta?
No, our warehouses are not zoned for retail business and are forbidden from allowing customers to walk in or pick up orders. Your order will be fulfilled and shipped from our facility directly to you.
Why can't I find my country listed in the checkout cart?
Due to above average fraud cases, we cannot accept credit card payments from customers in select countries. We can currently only ship orders to countries listed in the checkout cart.
How long does it take for standard international delivery?
Due to circumstances beyond our control, please allow a minimum of 10-14 business days for international delivery.
What do I do if I ordered the wrong item and it has already shipped out with a tracking number?
Once an order has been processed and shipped out with a tracking number, please contact us at support@SUPCASE.com immediately. We will advise you to RETURN TO SENDER through your shipping carrier once you receive the package. Once you notify us that you will return the unopened package, we can assign you a case number. The case number will be our reference as a pre-notification you are expecting the SUPCASE Customer Care Team to issue you a refund immediately upon receipt of your unopened return item. We will then issue you a refund in the original form of payment. (Shipping fees are nonrefundable.)
How long does it take for EMS (Express Mail Service) International delivery?
You must allow less than 1 business week for delivery.
Why can't I track my international order to my shipping address?
We use DHL for orders shipped to an international address. The DHL tracking information uploads the tracking activity when it has reached the country of destination. DHL will transfer the package to the country's local postal system (usually USPS International). From there, our USPS service does not offer package tracking to an international shipping address after the transfer from DHL.
Can I use international credit cards?
To ensure the safety and security of your financial information we try to prevent unauthorized use of your credit card information. We do so by partnering with a third party with security checks for credit card validation to block unauthorized use of your credit card.
Non-US-based cards may not pass the security checks and settlement of payment for the order will be unauthorized. Additionally, if you attempt to charge multiple times without passing our security check, your order will not process or ship. Your order must be voided, canceled, or you will not get an order confirmation because the third party security check system has automatically blocked the order. Please email support@SUPCASE.com if you have additional questions.
Can I use international credit cards to ship to a U.S address?
If you are shipping to a US address but using an international credit card, please put your current international billing address in the billing fields and the US address in the shipping fields on your order. We partner with a third party for security checks to identify for any suspicious activity.
Can I use a US credit card to ship to an international address?
If you are shipping to an international address but using a US credit card, please put your current US billing address in the billing fields and the international address in the shipping fields on your order. We partner with a third party for security checks to identify for any suspicious activity.
What are my taxes to ship internationally?
You can first get a quote of your estimate tax by providing the destination in the checkout cart. Unless the rate specifies these charges are included, you may have additional taxes or duties that you are solely responsible for. If you are unsure of the charges or policy, please check with your local customs office or post office. Please don't refuse the package because of the customs or taxes charged when the item is delivered. It is possible that the carrier won't be able to return the item unless these fees are paid. If that happens, we won't be able to offer a refund at that point.
How do I return an order?
What is the return address?
Visit https://www.supcase.com/return-exchange (An order number is required to process a return)
Once my order has been refunded, how long will it take for my account to process the credit refund?
Allow approximately 5 - 7 business days. If you don’t see a refund after 7 business days have passed, please follow up with your financial institution.
How long do I have to return a product for a refund?
Thirty (30) calendar days from the actual shipping notification that the product was delivered to your shipping address.
I didn’t purchase my case online but through a retail outlet. Can I return the product directly to you?
Unfortunately, we cannot help if you purchased your item through a third party reseller or wholesaler. Please return your product to the original place of purchase with your receipt for help.
What is your refund policy?
We will accept returns for REFUNDS within thirty (30) days of purchase OR thirty (30) days from date of delivery, whichever comes later. Refunds will be processed within 24 - 48 hours upon receipt of your returned item. Please note that we are unable to process a refund past 30 days unless the item is proven to be defective or the wrong item has been shipped. Our warranty program allows one (1) year for replacement of an item (or ninety  days for tempered glass screen protectors).
Once my order has been refunded, how long will it take for my account to process the credit refund?
Credits will be issued in the form of a refund to the credit/debit card or PayPal used for the original purchase. We are unable to apply refunds to expired or compromised credit cards. Please allow approximately 5 - 7 business days for processing. If you do not see your credit refund after 7 full business days, please follow up with your financial institution.
Order Shipping and Tracking
Can you expedite my order?
We will not be able to expedite or overnight orders. All orders will ship via standard DHL and USPS.
What shipping carriers do you use?
DHL and USPS.
What is the standard shipping time within the US?
Typically 3 - 5 business days. Please allow 10 - 14 business days during COVID-19.
What is the estimated standard shipping cost within the US?
Always free shipping on US orders.
What is the estimated standard shipping costs outside the US?
We ship orders internationally via DHL. Rates start at $7.95 with a $3.00 surcharge for each additional item.
What counties do you ship to?
At checkout on the “Input Billing Information” screen, the dropdown box will list all 30 countries we currently ship to. Check here to see if your country is listed.
Where do you ship the goods from?
Atlanta, GA, USA
How do I track my order?
The tracking number will be sent to the email address on your order with a DHL Global or USPS tracking number to track your shipment: http://webtrack.dhlglobalmail.com
Will the tracking number give me a delivery date?
You can estimate the delivery of domestic orders to take approximately 3 - 5 business days shipping from our warehouse to the shipping address on your order. International shipments take longer with an estimated 14 business days for delivery.
Installation Guide and Product
I have the UB Pro with screen protector for Galaxy S20 / S20+ / S20 Ultra and I'm having trouble getting the fingerprint scanner to work. Got any tips?
First, follow this step-by-step installation video: https://www.youtube.com/watch?v=EGe8ZRJR1-o. Be sure NOT to remove the inner thumbprint sticker. Next, make sure thumbprint sticker is fully applied and no air bubbles or dust are present. If no air bubbles or dust are present, try resetting your thumbprint or setting a second fingerprint with the screen protector installed. If all else fails, users have reported no issues once Samsung's factory installed screen protector has been removed. Still having trouble? Contact us during business hours M - F at (678) 815-6637 or email us at support@SUPCASE.com.
I’m ordering a Galaxy S5. Is the case different from the Galaxy S5 Active.
Yes, our Samsung Galaxy S5 Active cases are larger with different port locations. They are not cross-compatible with the Galaxy S5.
How do I know you make a case for my device?
Do a quick search on SUPCASE.com or search our menu by device.
Limited Warranty Policy
What is your warranty program?
We have a Limited Product Warranty Policy. Please check here for details: https://www.supcase.com/product-warranty
Which end user of our products will the warranty policy cover?
Our warranty policy covers authorized marketplace Sellers (Amazon.com, Best Buy.com, eBay.com, Quill.com and Staples.com), other authorized resellers, and direct online purchase with SUPCASE.com. Any purchases from unauthorized resellers will not be covered under the Limited Product Warranty.
What is the warranty period?
One (1) year warranty period from the date of confirmed receipt.
If I drop my case and damage my device, will my device be covered under the warranty?
Unlike the case, your device will not be covered under the SUPCASE Limited Product Warranty.
Do you have exceptions to the warranty?
Our Limited Product Warranty exceptions are :
The Limited Product Warranty does not apply to our products purchased through unauthorized resellers.
The Limited Product Warranty does not apply to damage of the product caused by accidental abuse or drops, misuse, improper care or maintenance, or any use other than its intended purpose.
The Limited Product Warranty does not apply to theft.
The Limited Product Warranty does not cover your DEVICE. The Limited Product Warranty covers the SUPCASE product you purchased.
Pre-Orders and Delivery Delays
Pre-Orders and Delivery Delays?
Pre-orders will be shipped when the SUPCASE products become available. Our products are shipped directly to our warehouses from the factories. The advertised in-stock date may be subject to change. Pre-orders will require a prepayment. If we become aware of product being delayed for any reason, we will attempt to provide you notification of the delay. Otherwise, we will attempt to ship out your order as promptly as possible.
Product Review Program
Do you have a product review program?
We NEVER ask for customer reviews. However, if you are interested in reviewing one of our products for social media, YouTube, blogs, etc. please fill out this quick form to complete your request: Review Our Products