customer service support
How do I contact a U.S. Customer Service Support Team member?
By email firstname.lastname@example.org
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, Best Buy.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.com manufactures and sells their brand products to major marketplace channels like Amazon.com, Best Buy.com, Quill.com, Rakuten.com and Staples.com.
Is my order number required when I have an order inquiry?
Yes. The Customer Service Support Team member requires the order details to assist you. U.S. SUPCASE webstore store order number will start with nine digits “ 6000xxxxx”.
Can I opt out on marketing emails?
Yes, you can opt out at any time. We can give you fast alerts to discounted pricing, new case styles, or a rollout of a completely new case model for a next generation mobile device.
Education, Government, Other Related Non-Profit Businesses and Reseller Program
How do I know my order went through?
An automatic order confirmation will be sent to your email address that you completed your order. The email will include the order number, items ordered, shipping and payment method.
How can I change my order?
We unable to change an order once it has been submitted.
How do I cancel my order?
Can I place an order over the phone?
No. You can place orders online only.
How do I return an order?
Please go to https://supcase.com/return-exchange/.
What does it mean when my order is in “pre-order” status?
The item is temporarily out of stock or not in stock in our local warehouse facility but has been ordered from the factory. We are waiting for shipments from the factory for “pre-order” stock items to arrive before we can actually ship them out to you. If your order is in pre-order status, it will be ahead of the regular 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 usually processed within 24-48 hours.
Can I pick up my order at your facility?
No, we are not zoned for retail business at our warehouse and are unable to allow customer walk-ins for order pick-up. Your order will be fulfilled and shipped from our warehouses facility directly to you.
Why can't I find my country listed in the checkout cart?
Due to higher than average fraud instances in certain countries, we do not accept credit card payments from customers in select countries. We can only ship orders to countries listed in the checkout cart.
How long does it take for standard international delivery?
You must allow 10-14 business days for 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 has shipped out with a tracking number, you can contact Us at email@example.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 i-Blason Customer Care Team to issue you a refund immediately upon receipt of your unopened return item. We will issue you a refund in the original form of payment. Shipping fees are non-refundable.
How long does it take for EMS (Express Mail Service) International delivery?
You must allow less than one business week for delivery. In the checkout cart, you can get a quote for the shipping cost for EMS International.
Why can't I track my international order to my shipping address?
We use DHL for our internet orders shipping 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, which is usually USPS International. From here, 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 insure 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-U.S. 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 firstname.lastname@example.org if you have additional questions.
Can I use international credit cards to ship to a U. S. address?
If you are shipping to a U.S. 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 U.S. credit card to ship to an international address?
If you are shipping to an international address but using a U.S. credit card, please put your current U.S. 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 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 this happens we won't be able to offer a refund to you.
How do I return an order?
Go to supcase.com>Return and Exchange. https://www.supcase.com/return-exchange.
What is the return address?
Please go to https://www.supcase.com/return-exchange. Your order number is required to process the return.
Once my order has been refunded, how long will it take for my account to process the credit refund?
Please allow approximately 5-7 business days. If you don’t see your credit refund, please follow up with your financial institution.
How long do I have to return a product for a refund?
Thirty (30) 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?
You must go back to the Seller to process the return and the Seller must be an “authorized” reseller (Amazon.com, Best Buy.com, Quill.com and Staples.com) for our products. End users who purchase our products from an “unauthorized” reseller or third party will not be covered under our Refund Policy.
What is your store refund policy?
We will accept returns for REFUNDS within 30 days of purchase or 30 days from date of delivery. Refunds will be processed within this 24-48 hour period after receipt of your 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 to you. Our warranty program allows one year for replacement of an item or 90 days for screen protectors sold separately.
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 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, please follow up with your financial institution.
Order Shipping and Tracking
Can you expedite my order?
Go to supcase.com>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 USA?
5 - 7 business days.
What is the estimated standard shipping costs within the US?
Free shipping on U.S. orders.
What is the estimated standard shipping costs outside of the US?
We ship orders via DHL. Rates start at $7.95 and $3.00 for each additional item.
What counties do you ship to?
At checkout on the “Input Billing Information” screen a drop down box will lists all the countries. We ship to 30 countries. Please check the “Input Billing Information Screen” to be sure your country is listed.
Where do you ship the goods from?
Metro Atlanta, Georgia, USA
How do I get a tracking number for my order?
The tracking number will be emailed to the email address on your order with a DHL Global or USPS tracking number to track your shipment, http://webtrack.dhlglobalmail.com.
How do I track my international order?
You will be emailed a tracking number to the email address on your order and use the number to track the order, 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 days shipping from our warehouse to the shipping address on your order. International shipments takes longer with an estimated 14 business days for delivery.
Installation Guide and Product
I’m ordering a Galaxy S5. Is the case different from the Galaxy S5 Active.
Yes, the Galaxy S5 Active mobile case is a larger case with different port locations. It is not cross compatible with the regular Galaxy S5. Our cases are an exact fit to the specific mobile device.
How do I know you make a case for my device?
Do a quick search on supcase.com. You can search by device to match to the case.
Limited Warranty Policy
What is your warranty program?
We have a Limited Warranty Policy. Please check here https://www.supcase.com/product-warranty for details.
Which end user of our products will the warranty policy cover?
Our warranty policy covers authorized marketplace Sellers (Amazon.com, Best Buy.com, Quill.com and Staples.com), other authorized Resellers or 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 year warranty period.
If I drop my case and damage my device, will my device be covered under the warranty?
No, we do not cover your device under SUPCASE Limited Warranty Program.
Do you have exceptions to the warranty?
Our Limited Product Warranty exceptions are :
The Limited Warranty does not apply to our products purchased through unauthorized resellers.
The Limited Warranty does not apply to damage of the product caused by accident abuse or drops, misuse, improper care or maintenance, or any purpose other than its intended purpose.
The Limited Warranty does not apply to theft.
The Limited Warranty does not cover your DEVICE. The Limited Warranty covers the SUPCASE product you purchase.
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?
Yes. Please fill this form to complete your request. Review Our Products