FAQ

Frequently asked questions

Ordering

Can I make any changes after placing an order?

Yes, for 2 hours only. After an order is placed, we will hold all orders for 2 hrs in case there are any last minute changes or if you picked the wrong case size. After the 2 hr period is passed, your order is submitted to production and it cannot be canceled, refunded or changed. If you order the wrong size, you will not be refunded for any wrong orders. Please ensure you choose the right case BEFORE ordering to get the correct size for your phone. We want you to be happy with your order and not be stuck with a case that is incorrect.



Does Purdycase guarantee their products?

Yes, we do. We offer a 90 day warranty on all cases and 30 day warranty on all accessories. If you discover a fault with the item(s) you have received, please take pictures of the defect and contact us within 10 days. We will work with you to guarantee your satisfaction. Each case is made-to-order, if you have questions about any case, please contact us and we are happy to help you with your selection process beforehand to ensure you are pleased with your purchase. You are welcome to email us at sales@purdycase.com



Do you offer cancellations after an order has been placed?

Yes after you placed your order for 2 hrs only. You have up to 2 hrs to make any changes to your order. After the 2hr window has passed, your order is submitted immediately to production and it cannot be stopped or canceled. We will email you with any final questions after you place an order to ensure you have the correct size or if you have any additional questions. After your order is submitted to production. Once the order is in production, refunds will not be given and the order cannot be canceled. You will be shipped the wrong order regardless. If the case is broken or defective, you can return it for a full refund (minus-shipping) within 30 days of the date of purchase.



The discount code is not working. Why?

Some of our discounts have minimum purchase prices or are for specific items. All discount codes made available have an expiration date. Once expired, the promo code will not be valid. Also, please note, we only allow ONE discount code per order!



Shipping and Delivery

How long does it take to receive my order after placing an order?

Processing is 3-5 Business days. Your case is shipped directly after within 2-4 Business days after. We will do our best to get your case to you as fast as possible! Please note, all shipping times are estimates only provided to us by our delivery partners. If you order during major holidays (Christmas, Father's Day, Mother's Day, etc) expect ship times to slow down and are subject to many variables also such as weather (hurricanes) depending on where you live. Please order early for major events.



Do you ship Internationally?

Yes. We ship worldwide except to the following countries: Algeria, Bahrain, Kuwait, Lebanon, Libya, Council United Arab Emirates, Iran, Sudan, Syria, Saudi Arabia, Iraq, South Korea, Nigeria, Pakistan, Qatar, and Yemen.



What is the shipping cost to the US?

We charge a flat rate of $4.99 for Standard Shipping. Any additional item is charged at $2.99. We offer Priority and Overnight Shipping at an additional cost. At check out, you will see other options for faster shipping. Note: Processing is not expedited; only shipping.



What is the shipping cost to Canada?

The fee for Canadian shipping is a flat rate for $9.99. Shipping time to Canada is 10-15 Business days. Priority and Overnight Shipping is available at an additional cost. Processing is NOT expedited - only shipping.



What is the cost for International shipping?

We charge a flat rate of $10.99. Any additional items we charge a flat rate of $2.99.



USPS Tracking Information - What does my link mean?

You will get a tracking link and number when your case is completed and ready to ship. USPS Awaiting Item: this means USPS has not yet scanned in your package, at their facility. Confirmed: USPS has scanned in your package and ready to ship and will be updated. In Transit: Your order is on its way and the tracking number is updated with status. Delivered: Your case has been delivered.



Is there a tracking number for my order?

You will receive your tracking information via email as soon as your order ships.



I entered the wrong address for delivery, can I change it?

If your order has not been shipped, we are unable to update your shipping address. We must be contacted on the day you ordered your product to make any address changes. Anything after 1 day, will ship to the address you listed. If your package has shipped we, unfortunately, cannot make any changes to your order once it has gone out. Please contact the mail courier as they may be able to change your delivery address immediately.



Product

Can I customize any case on your website?

No, not at this time. Each case is made-to-order and customizations with names are not available at this time.



Are your cases soft or hard?

We sell Tough cases only. We do not sell clear, snap or soft cases at this time.



Do Popsockets stick to your cases?

Yes, they do. With any object offered from a different company, always be sure to grip your case regardless. Popsockets can come loose after some wear on a case. We are not responsible for any drops or damage based on any malfunctions from Popsockets or any other attachments you place on your case.



Does your cases support wireless charging?

All of our cases are compatible with wireless charging.



How do you remove your case from my phone safely?

We recommend you hold your mobile phone horizontally and push the side of your case off using your thumbs in the middle, avoid pushing near the corners of your case as this could cause damage.



Payment

What form of payment do you accept?

We accept payments via Visa, MC, Amex, and Discover and or Paypal.



Do I have to sign up for a Paypal account for payment?

No, select the option to pay with a Debit or Credit card below the login section when you click to submit your payment.



Returns/Refunds

I purchased a case and I do not like it. Can I exchange or get a refund?

You can get a refund or exchange on all cases if it is broken or defective. We will not exchange or refund cases because you decided you did not like the item.



My case is broken can I get a replacement?

Yes, we offer a 90-day Warranty on all Cases only. The case will only be accepted for defective or broken cases. We will NOT warranty, normal wear and tear or because you did not like the case after-the-fact. NO acceptions. - Cases: 90-day warranty (Defective or Broken Cases only). - iPad Snap Cases: 30-day warranty on defective or broken Snap cases for iPads. - Mouse Pads: 30-day warranty on defective pads. All other products come with a 10 day return policy for an exchange or refund on any broken cases. Gift receipients: - You will receive an exchange only for another product. You will be responsible for all shipping costs to send back the item. Please contact us and submit any photos to get the return process started at sales@purdycase.com.



When will I receive my refund?

If approved for a refund, all refunds are processed immediately but it will depend on your bank when they show up in your account. Most banks process them within 1-3 business days, but it can take as long as 10 business days for some institutions. We assume no liability or control over your banking institution. Please contact them directly about your account.



I ordered the wrong case/received the wrong case, can I get an exchange?

It happens and we have seen it all. We are happy to work with you to get the right case out to you. Email us at sonia@purdycase.com and we will help to resolve your issue.



Lost Orders

What happens if my product never arrives?

If your product is well outside the estimated delivery window from the day we submit tracking to you, this package is considered lost and we are happy to reissue another package. We may ask for a different shipping address if we do not feel like a second attempt will reach you. Please reconfirm your ship to addresse when ordering to avoid any errors that will cause lost or stolen. We monitor all shipping once we email you tracking to ensure it arrives and may follow-up to confirm you have received it. If you have any questions about lost items, please email us at sonia@purdycase.com.



My order hasn't arrived yet, can you help me find my order?

Yes, we are happy to help where we can. We have no control over delivery partners, but we don't mind pitching in to investigate where your item is.