Free Return & Package Protection Policy

Ⅰ. Introduction

This Free Return & Package Protection Policy applies to all customers who opt for the Free Return & Package Protection Service when placing orders on https://supcase.com/ (hereinafter referred to as "SUPCASE").

By selecting the Free Return & Package Protection (hereinafter referred to as "This Service") at checkout, you agree to the terms and conditions outlined below.

The "Domestic" in this policy refers to "the United States".

To claim your package protection or submit return request, please follow these steps:
1. Read this Free Return & Package Protection Service Policy to confirm your order meets all eligibility criteria.
2. Contact SUPCASE Customer Support to submit your return request or claim in accordance with the guidance below.
→ Package Protection Claim

Ⅱ. Overview

Free Return & Package Protection Service is an optional paid value-added service launched by SUPCASE to deliver extra post-purchase reassurance for customers. This Service consists of two core benefits:

(a) Free Return:

  • Prepaid return shipping labels will be provided for return requests that pass review and meet all eligibility rules.

(b) Package Protection:

  • After-sales support for qualified scenarios including lost, stolen, damaged packages and delivery delays during transit.

  • You may purchase this Service on the cart or checkout page. The service fee (excluding shipping fees), with a minimum charge of $2.58. The fee will be automatically calculated and added to your total order amount. This is an exclusive proprietary service of SUPCASE designed to optimize your shopping experience and is not an insurance product.

  • Upon purchasing this Service, you will gain access to a 30-day free return benefit. If your package is lost (including stolen) or physically damaged, you will be entitled to full compensation covering your entire order value (excluding shipping fees and the Free Return & Package Protection Service charge), subject to all terms of this Policy.

Ⅲ. Cost of This Service

This Service is available for purchase at the cart and checkout pages.

The minimum cost is starting at $2.58 (excluding shipping fees); subsequent prices will vary based on the total cart value, and the relevant charges will be displayed on the cart and checkout pages before payment. This is a proprietary service provided by SUPCASE, designed to offset costs related to lost (including stolen) or damaged packages and enhance your shopping experience.

When you purchase this Service, you are covered for the full value of your order (excluding shipping fees and the Free Return & Package Protection Purchase Charge) if your package is lost (including stolen) or damaged, subject to the terms and conditions of this Policy.

Ⅳ. Eligibility & Coverage

4.1 Eligibility: To qualify for the Package Protection Service, you must:

  • (a) You must select and fully pay for the Free Return & Package Protection Service on the cart or checkout page (The minimum cost is starting at $2.58 (excluding shipping fees);
  • (b) provide accurate and complete shipping information (name, address, contact details);
  • (c) submit a claim within the required timeframe (see Section 4.3).

4.2 Eligibility for Free Return Benefit: To qualify for the Free Return benefit, all the below requirements must be satisfied:

  • (a) You must select and fully pay for the Free Return & Package Protection Service on the cart or checkout page;
  • (b) Your return request must be submitted within the 30-day return window specified in SUPCASE’s Refund & Return Policy;
  • (c) Returned items must be unused, intact and kept in their original condition;
  • (d) All original packaging, accessories, user manuals and spare parts must be returned together with the product.
  • (e) Your return request must be approved by SUPCASE Customer Support before a prepaid return shipping label can be issued.

  • The Free Return benefit only provides one prepaid shipping label per fully eligible, approved return order. This Service does not alter the refund amount, return validity window or product inspection standards outlined in SUPCASE’s Refund & Return Policy.
  • Exclusion Note: Clearance, OPEN-BOX and Final Sale items are special non-refundable products and excluded from the Free Return benefit unless otherwise explicitly stated.

4.3 Coverage Scope: The Package Protection Service covers the following scenarios:

  • (a) Loss (including theft): Packages confirmed lost by the carrier (no tracking updates for over 7 business days for domestic orders, over 14 business days for international orders), and packages stolen after delivery.
  • (b) Damage: Packages delivered with items that are physically damaged (rendered unusable or significantly impaired).
  • (c) Delay: Domestic orders not delivered within 12 business days after shipment, and international orders not delivered within 20 business days after shipment.

Ⅴ. Claim Process

5.1 Claim Submission Timeframe: The Service requires a claim to be submitted within 10 business days, with the starting date of the timeframe varying by the type of package (the estimated delivery date/delivery date is not included):

  • (a) For lost packages (including stolen packages): You must submit a claim within 10 business days of the estimated delivery date (the estimated delivery date itself is not included).
  • (b) For damaged or delayed packages: You must submit a claim within 10 business days of the delivery date (the delivery date itself is not included).

Claims submitted after this window are generally ineligible, unless you provide valid proof of extenuating circumstances (e.g., medical emergency, out-of-country travel) that prevented timely submission—these will be reviewed on a case-by-case basis.

To claim your warranty or inquire about a order, please follow these steps:
Review our package protection policy to determine if your order(s) qualify.
Submit a ticket by filling out the Package Protection Claim Form linked below.
→ Package Protection Claim

5.2 Required Documentation: To process your claim efficiently, please submit the following via email to support@supcase.com with the subject line "SUPCASE Package Protection Claim - [Your Order Number]":

(a) Basic Information Requirements:

  • (1) Your full name, order number, and contact information (matching the details used for your order).
  • (2) A detailed description of the issue (e.g., "package lost", "package stolen after delivery", "item damaged in transit", "delayed delivery"), including the date you noticed the issue and relevant order details (e.g., number of items, product names).

(b) Supporting Evidence for Different Types of Packages:

  • (1) Lost packages (including stolen packages): Screenshots of a police report; security footage; a loss confirmation document from the relevant logistics carrier (e.g., USPS, FedEx, etc.); or an official notice from the building management/authorities. You may provide any two of the above documents for verification.
  • (2) Damaged packages: Clear, high-resolution photos/videos of the damaged item, original packaging (including shipping labels), and the extent of damage. You may provide all above this four documents for verification. All media must be unedited and show the item as delivered.
  • (3) Delayed delivery: Provide screenshots of your order placement date and the actual delivery date.
  • (4) A copy of your order confirmation email (optional, but recommended to speed up processing).

5.3 Claim Review & Processing: We will review your claim and all documentation within 5-10 business days (excluding weekends and holidays). We may contact you for additional information or evidence, you should respond within 7 business days to avoid claim denial. We may also verify details with the carrier to ensure compliance with this policy.

After review, we will notify you of our decision via email (to the address linked to your order). Approved claims will be resolved within 3-5 business days (see Section 5 for options).

If your claim is denied, we will provide a detailed explanation (e.g., "claim submitted late," "insufficient evidence," "issue not covered"). You may appeal by submitting additional evidence within 5 business days of the denial, and we will conduct a secondary review.

Each claim is entitled to only one opportunity to submit additional evidence for appeal. If the secondary review results in denial, it means the materials or circumstances you provided still do not meet the claim criteria of this Service, and a detailed explanation will be attached in the final response email.

Ⅵ. Resolution Options for Approved Claims

For approved claims, you may choose one of the following compensation options:

  • (a) Full Refund: Refund of the full order value (exclusive of the Package Protection Payment Charge) to your original payment method. Refunds typically complete within 3-7 business days, depending on your payment provider.
  • (b) Replacement: Free shipping the replacement for damaged or lost (including stolen) items to your original address (no additional fees). Processing and dispatch typically complete within 3–5 business days upon approval.
  • (c) Delayed Delivery: A flat compensation of $5 per order, issued as a refund to your original payment method. Processing typically completes within 3–7 business days upon approval.

Once selected, your resolution option cannot be changed. Replacement items are covered by SUPCASE's Standard Warranty but not additional Package Protection Service.

Ⅶ. Important Terms

  • (a) The Free Return & Package Protection Service can only be purchased on the cart or checkout page; it cannot be added to orders after checkout submission.
  • (b) The service fee is generally non-refundable once your order ships. Refunds of the service fee will only be granted if required by local mandatory consumer laws or approved via special customer service exception.
  • (c) If you cancel your order before shipment and have not used any benefits under this Service, you may apply for a full refund of the service fee.
  • (d) Replacement products only carry SUPCASE’s standard manufacturer warranty; replacement shipments do not automatically include the Free Return & Package Protection Service, which must be repurchased separately if needed.
  • (e) SUPCASE reserves the full right to reject any return requests or claims, including but not limited to incomplete submitted materials, late filing, suspected malicious abuse of the Service, fraudulent claims, and incidents falling outside covered scenarios defined in this Policy.

Ⅷ. Frequently Asked Questions (FAQs)

Q1: How is the Free Return & Package Protection premium calculated?

A: The minimum cost is starting at $2.58 (excluding shipping fees); subsequent prices will vary based on the total cart value, and the relevant charges will be displayed on the cart and checkout pages before payment.

Q2: Can I get a refund of the premium if I cancel my order?

A: This Service takes effect immediately upon order shipment. The premium is refundable only if you cancel your order before shipment.

Q3: Is the premium charged per item or per order?

A: Per order, based on your total cart value except shipping fee (not per individual item).

Q4: Is this Free-Return & Package Protection an insurance product?

A: No. It is a proprietary service offered by SUPCASE to protect against lost, damaged, or stolen packages, not an insurance product.

Q5: Can I purchase This Service after placing my order?

A: No. This Service must be purchased at checkout and cannot be added after the order is placed or shipped.

Q6: What if my claim is approved but the product is out of stock?

A: We will issue a full refund to your original payment method.

Note: Free Return & Package Protection Service is not eligible for any in-store promotional or discount events.