Frequently Asked Questions
Customer Service Support
All customer service inquiries submitted to the SUPCASE US Headquarters will be handled by the US Customer Service Support Team. Please e-mail us at email@example.com or call (678) 815-6637 8AM – 5PM EST, M-F.
Customer service inquiries for purchases bought from SUPCASE UK stores will be handled by our UK Customer Service Support Team.
For our brand products sold and fulfilled (FBA) by Amazon, please contact Amazon customer service directly, 1-866-216-1072 or https://www.amazon.com/contact-us.
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”.
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 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.
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.
SUPCASE was founded in 2013 in Atlanta, Georgia in the US. Today, the company is still headquartered in Atlanta with offices around the world including India, Canada, the UK, South America, Japan, and China where—much like the iPhone—manufacturing takes place.
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, Nonprofit, B2B
Thanks to our partnership with ID.me, we are able to support our heroes by offering 25% off any order. Currently, we are able to offer this Heroes Discount for Military and Veterans, First Responders like Law Enforcement and Firefighters, Teachers, Government Employees, and Medical Professionals like Nurses. Simply verify your identity at checkout by tapping the ID.me icon. All credentials are vetted and verified by ID.me. Open to US and Canada (some limitations apply), applies to SUPCASE.com purchases only.
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.
Unfortunately, we cannot change your item, invoice, billing, or shipping information once an order has been processed online. If needed, please 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.
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.
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.
Orders are typically processed within 1-2 business days.
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.
Due to above average fraud cases, we cannot accept credit card payments from customers in select countries. We can currently only ship to countries listed in the checkout cart.
Due to circumstances beyond our control, please allow a minimum of 10-14 business days for international delivery.
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.)
You must allow less than 1 business week for delivery.
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.
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.
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.
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.
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.
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.
Thirty (30) calendar days from the actual shipping notification that the product was delivered to your shipping address.
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.
Products sold on our websites are eligible for a refund when they are returned within 30 days of the delivery date and returned in re-sellable condition unless the product is defective or damaged. The product must have original packaging to include product label with bar code.
When you buy our products from our Amazon store, please contact their customer service since all billing orders are separate from our website and we are not able to make any refund adjustment using the 17-digit order number they provide. Contact the Amazon Customer Service at 1-866-216-1072 or through https://www.amazon.com/contact-us.
We will send an online prepaid postage label to the email address associated with your order only if one of the following situations apply:
1. The product you received is defective.
2. The product you received is not the item you ordered.
3. The product you received is damaged.
For all other reasons, the customer is responsible for shipping charges of the returned product.
Returns beyond 30 days of the delivery date will be subject to a late fee of 10% of paid invoice amount for additional 15 days beyond this normal
refund policy period (30 days).
Your refund will include the deduction of the 10% late fee from your invoice amount plus shipping.
Returns of 10+ items will be subject to a 15% restocking fee of the returned value. Your refund will include the deduction of the 15% restocking fee from your invoice amount plus shipping.
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
Once an order with standard shipping has been placed, we will not be able to expedite or overnight.
DHL, USPS, FedEx, and UPS. Carrier choice is at our discretion.
Typically 5 - 7 business days.
Always free shipping on US orders.
Shipping costs outside the US depend on the country being shipped to. Select your country at checkout to see today's current rate.
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.
Atlanta, GA, USA
You can estimate the delivery of domestic orders to take approximately 5 - 7 business days shipping from our warehouse to the shipping address on your order. International shipments take longer with a minimum 10-14 business days for delivery.
Installation Guide and Product
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 are present. If no air bubbles are present, try resetting your thumbprint with the screen protector installed. Still having trouble? Contact us during business hours M - F at (678) 815-6637.
Unless otherwise noted, SUPCASE products are made of TPU and PC and are BPA, BPS, and BPF-free.
Do a quick search on SUPCASE.com or search our menu by type, brand, model, or device.
Limited Warranty Policy
SUPCASE requires proof of purchase for warranty claims. SUPCASE reserves the right to decline a warranty claim with insufficient documentation. Warranty claims for product defects that are not verifiable will not be accepted.
Please direct your other questions to firstname.lastname@example.org. We may ask you to send us a photograph of your product to validate the claim and, in some cases, we may ask that you return the product for inspection.
SUPCASE reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim.
One (1) year warranty period from the date of confirmed receipt.
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.
Unlike the case, your device will not be covered under the SUPCASE Limited Product Warranty.
Our Limited Product Warranty exceptions are:
- The Limited Warranty does not apply to our products purchased through non-authorized resellers, such as retail stores and brokers of resellers. Please contact the original place of purchase for your return or warranty issue. Warranties that pass from resellers to their buyers are the responsibility of the reseller.
- The Limited Warranty does not apply to product damage 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 water damage to your device. Our products are not certified as “waterproof.”
- The Limited Warranty does not apply to cosmetic damage, including but not limited to scratches, dents, cracks, or other cosmetic damage.
- The Limited Warranty does not cover counterfeit products sold to customer by retail stores, internet online store, or other types of businesses.
- The Limited Warranty does not apply to weather damage, including but not limited to heat, rain, wind, objects by nature, direct contact with chemicals, and/or solvents.
- The Limited Warranty for Holster Cases with Clip includes a one-year Limited Warranty for full replacement or if available a replacement clip, if available.
- The Limited Warranty is nontransferable and only valid for the original purchaser and are nontransferable to the subsequent orders.
- The Limited Warranty is not applicable for incorrect placement of any device into the holster case and clip attachment. Under its intended use and purpose, please install the case always facing inward to the device screen. Please watch our Holster Cases with Clip short video here.
- The Limited Warranty covers the SUPCASE product with proof of purchase. As to any claim of whatever nature asserted against SUPCASE and its affiliates and/or employees that relates to the product(s) you purchased, your exclusive and sole remedy is limited to the above conditions as stated. In addition, any claims of damage due to buyer’s installation, either upon install or uninstall, from and by online instruction videos, written or verbal instructions, or links to instructions, whereas SUPCASE has no liability for any incurred damages or destruction of buyer’s consumer electronics devices or other personal property, including, without limitations, tablets, stylus, keyboards, laptops, mobile phones, or handheld devices, or any lost data or software apps contained in buyer’s devices.
- The Limited Warranty does not cover your DEVICE(s).
Yes. In the case of buyer purchase made through a reseller or third-party vendor, their own warranty policy may apply.
Per our company policy, we are unable to directly intervene or assume replacements or liability for warranty claims initiated by buyers of resellers unless authorized within contractual agreements explicitly stated by resellers to their buyers.
We encourage buyers who purchase from resellers to initiate the warranty claim process directly with the reseller from whom you made the purchase as they assume the billing and fulfillment requirements for order. They should be able to guide you through their specific warranty procedure and provide you with the necessary assistance.
Our warranty policy remains in place to products sold directly to authorized resellers.
For general questions about product warranties, please fill out the online store template completely. Please be sure to include your order number.
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
Beetle Squad (Rewards Program)
The new rewards program from SUPCASE gives customers more benefits and access to exclusive services when they shop at SUPCASE.com. Members of the Beetle Squad can also earn Beetle Bucks by following social media accounts, leaving reviews, and posting your favorite products online. Anybody who registers up at SUPCASE.com has access to it.
It's free and simple to join! Simply up for a SUPCASE.com account to get started. Next, from our top navigation bar or bottom, you may enter the SUPCASE Beetle Squad page link to access the Rewards Program.
This rewards program is exclusive to SUPCASE.com customers.
Beetle Bucks can be acquired in a variety of ways. Just for signing up, you receive 25 Beetle Bucks. After that, you will receive one Beetle Buck for every dollar you spend at SUPCASE.com. Also, you can earn Beetle Bucks by liking and following us on social media and getting bonus Beetle Bucks during your birthday.
Via the Beetle Squad Rewards page, which has links on our website's top navigation bar and footer, you can spend your Beetle Bucks to purchase reward coupons. There are four incentives that can be redeemed: $5, $10, $15, and $20 vouchers that can be applied to a future purchase.
A discount voucher redeemed with Beetle Bucks cannot be used with other discounts or special offers. Each order is limited to the use of a single coupon or promotion.
You can access the Beetle Plus tier and its accompanying privileges once you’ve spent $60 on SUPCASE.com. Spending $120 or more will grant access to the Beetle Pro tier and its advantages. You can monitor your progress to the next tier via your Beetle Squad account.
No, they don’t.
Simply log in to your account here and you will get detailed information about your Beetle Squad membership.
You can redeem Beetle Bucks for discount vouchers and special items.
- 100 Beetle Bucks - $5 OFF voucher
- 200 Beetle Bucks - $10 OFF voucher
- 300 Beetle Bucks - $15 OFF voucher
- 400 Beetle Bucks - $20 OFF voucher
- 500 Beetle Bucks - Tikaton Red & Black Resistance Handles
- 400 Beetle Bucks - Doeplex Blue Foam Roller, Tikaton Gray Yoga Mat
- 300 Beetle Bucks - Tikaton Blue Ankle Straps
- 150 Beetle Bucks - Doeplex Black Sports Bottle
The perks and Beetle Bucks earned by members increase as they move up the tiers, with each tier offering unique benefits.
On the SUPCASE.com website:
Product reviews are only accessible to customers after they purchase that product.
- Go to the product detail page for the item you wish to review.
- Click on the "Write a customer review" button in the Customer Reviews section.
- Choose a star rating for the product, with 5 being the highest rating.
- (Optional) Write a text review of the product, add photos or videos to supplement the review.
- Click the "Submit" button to post the review.
On the account sign in page, select ‘Forgot your password?’ and follow the instructions.
Most ways to earn Beetle Bucks can take up to 7 business days for Beetle Bucks to reflect on your account. Bonus Beetle Bucks for your birthday and leveling up can take up to 2-3 weeks.
The e-mail address you used to place an order must be the same one you use to participate in our Rewards Program in order to earn points.
You may leave a review on the product page of the SUPCASE product you purchased on our website.