Questions & Answers
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CONTACT INFORMATION
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Shopping Information
Can I make changes to my order after it has been placed?
We apologize for any inconvenience, but we are unable to make modifications to existing orders. However, our customer service team will be happy to assist you with canceling the order if it has not been processed out yet, you can then proceed to place a new order. Please reach out to us within 12 hours using the email address of the order buyer and provide us with your order number for a smooth and efficient process.
Why didn't I receive my order confirmation email?
If your registered email address is a Hotmail account, the order confirmation email may be sent to your spam/junk folder. If you still can't find your order confirmation email, please email us and we'll investigate further.
Does Phonecasess offer free international shipping?
Yes, we offer free international standard shipping for orders with a total value (after discount) of $100 or more. However, we hope you understand that standard shipping may not be available to some countries due to logistical limitations. Please select a location on the checkout page to learn about available shipping methods and corresponding shipping costs.
I have previously placed an order as a guest, how can I find my order number?
If you checked out as a guest and did not create an account or log in, you will receive an order confirmation email from us containing your order number. To track your order, activate your account by following the instructions in the email you submitted your order. Alternatively, you can register or activate your account and set a password on the login page using the same email address during guest checkout. Log in to your account and click "Track Order" to view your order history and status.
How long does it take for Phonecasess to ship?
Shipping time depends on the product you purchase and your destination, as different products take different times to produce. If you want to know the estimated delivery time and shipping cost, please select your destination on the checkout page to get an approximate time frame.
How do I track my Phonecasess order?
Log into your account (the one you used to place the order) and click on "Track Order". Or go to Tracking at https://www.phonecasess.com/track-order In some cases, the carrier's tracking information may only be available 2-4 business days after your order has been shipped.
Payment Information
What payment methods do you accept?
We accept major debit and credit cards (American Express (USD), MasterCard and Visa), Apple Pay, Paypal, Klarna (US, UK, Germany, Austria, Belgium, France, Ireland, Italy, Netherlands and Spain only), Afterpay (Australia only), Thai Internet Banking (Thailand only), TrueMoney (Thailand only), PromptPay (Thailand only), JCB (Japan only)
When I proceed to checkout, it says "Shipping address city, state, and zip code do not match." What should I do?
Please make sure all information entered is 100% correct with no typos. Please avoid using abbreviated forms of the city, and do not include state information in the city input box. If the details are correct and you are still unable to pay, please contact us and we will get back to you as soon as possible.
I received an error message when checking out. What should I do?
What does "Invalid transaction error" or "There is a problem with your card, please call the credit card center for help: Transaction not allowed" mean?
If you get an error message, it could be because:
The debit card is not accepted for this type of payment
Your bank declined the transaction because it suspected fraud
The card is not activated for international transactions
Please use a different card to resolve the issue. If the problem persists, contact your bank for assistance.
Do you accept AMEX gift cards / Visa gift cards?
Unfortunately, we do not accept AMEX gift cards / Visa gift cards / Mastercard gift cards.
Orders and Returns
Can I get a full refund for my order?
Please note that shipping and courier charges are non-refundable. Any discounts with a minimum purchase requirement may no longer apply once products have been removed from an order. For discounts applied to second/subsequent items, the discount will be cancelled if part of the order is returned and the unreturned items will be charged at the original price. Shipping charges may also apply.
Custom products are your unique creative expression. Custom products returned for reasons other than Phonecasess error will be subject to a handling fee of 50% of the refund amount (after adjustment for discount/shipping charges, if required).
If Cash on Delivery, Thai Internet Banking, or PromptPay is selected as the payment method, only returns for exchange or store credit are allowed.
If Amazon Pay is selected as the payment method, only a one-time refund (full or partial) is allowed to the original payment method. If a second refund is required later, only a refund in store credit is allowed.
Returns will be refunded to your original payment method. If paying by credit/debit card or bank account, it may take some time for PayPal (our credit card settlement provider) to establish the credit transaction with your bank.
Can I return an item for an exchange instead of a refund?
Of course you can! Please contact us within 10 days of receiving your order (based on the delivery date on your tracking record, if applicable) with the reason for your return and we will provide detailed return instructions! If you would like to change the design, please also include the URL or name of the new design. Otherwise, if you would like to adjust the device type, case type, or color, please let us know the details in your email as well. Please note that we only accept one-time exchanges. The price difference between the original item and the exchanged item, if any, will be charged.
Do you provide return labels?
Please note that customers are responsible for all costs incurred in returning products. Return packages remain the responsibility of the customer until they are received by our team. Therefore, customers are advised to take necessary precautions when returning packages and use a registered and trackable service.
For US online orders, if you would like to return an item for an exchange, please contact us within 10 days of receiving your order (based on the delivery date on the tracking record, if applicable) and we will provide you with a return label. Please note that return labels are not provided for retail store orders.
