Frequently Asked Questions
Payments / Orders
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 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.
We recommend you check your SPAM or TRASH folders to be sure the email is not hidden. If you are unable to locate the confirmation, most often this occurs when the email address was entered incorrectly during check out, or perhaps an alternate address was used in error? We are happy to verify the order for you. Please SUBMIT A REQUEST and we will be happy to assist!
Please CLICK HERE to reach our Customer Support Team about your order.
Most of our items have a replacement warranty if there is a defect in materials and workmanship under normal use. CLICK HERE TO VIEW OUR POLICY AND SUBMIT A CLAIM .
Once your claim has been approved and have finalized your replacement order, the delivery time with standard shipping for domestic orders is 5 to 7 days. International orders may take 10 to 12 days once processed.
All returns are processed within a few business days once they are received at Case-Mate. Refunds are processed back to the original method of payment. We recommend allowing at least 5 business days for the refund to your reflect on your account. Processing time may vary depending on the financial institution and may be as many as 12 business days.
Our experienced Customer Support Team can help you get the right item. Please SUBMIT A REQUEST and we will be happy to get this corrected for you!
While not normal, exposure to extreme humidity and temperatures can cause yellowing over time. This can also happen with wear and age. Most of our products with a lifetime warranty. Please SUBMIT A REQUEST and we will be happy to assist and replace your item if needed.
First, how exciting that you are getting a new device! The warranty would only be in effect to replace the case you currently have and is not transferable. The warranty is specific to the item originally purchased based on the proof of purchase submitted.
We recommend using a damp cloth and no harsh chemicals. Mild soap and water should do the trick.
Great question! Most Case-Mate cases are designed and extensively tested by a 3rd party laboratory for durability up to a height of 10 feet We also have some cases tested up to 15 feet.While no case manufacturer can guarantee that you will not incur damage when a device is dropped, we design and build for durability and protection to help keep your device safe.
All of our cases are designed to fit snugly on your device.We recommend holding the device securely in one hand with the camera facing towards you. Gently use your thumb to push through the camera hole, while pulling the case off around the edges of the phone in the opposite direction.
The resale of any products listed on costco.case-mate.com is strictly prohibited. Any orders identified for resale will be canceled and refunded.
We are currently offering phone support M - F (8AM - 5PM ET)! Please dial 888-641-7137 for assistance. We are happy to help!