Frequently asked questions

Have questions? We’re here to help

General

1. Customer Service Support

If you do not see answers to your questions on the support page, please feel free to contact us via email. A support agent will get back to you in a timely manner. We will be more than happy to assist you.

E-mail: support@procase.com

2. Do you have a local store I can visit?

At the moment, ProCase does not have any physical retail stores.

Procase.com is our official online store, where we design, manufacture, and sell all ProCase products directly to customers.

Refund & Return

1. What is your return and exchange policy?

ProCase accepts return requests within 30 days of delivery and wrong-model exchange requests within 7 days of delivery.
Please contactsupport@procase.com for approval before sending any item back.

2. What if my item arrives damaged, defective, or incorrect?

Please contact support@procase.com with clear photos of the item. Depending on the situation, we may offer a free replacement, full refund, partial refund, or another reasonable solution.

Your satisfaction is our top priority. If you have any concerns or need assistance, please don't hesitate to contact our customer service team.

3. Can I cancel an order or return an item?

(Non-Defective Returns - Change of Mind/ No Longer Needed/ Ordered Incorrectly)

Before shipment:
Orders can be canceled free of charge.
After shipment or delivery:
Returns are accepted only if the product is in original condition and the original packaging is intact.
Customers are responsible for return shipping costs.
Damaged or missing packaging:
Items with damaged or missing original packaging are not eligible for return or exchange.

Items that cannot be resold:
If the product shows signs of use or has damage that affects its resale condition, an additional 15% diminished value fee may apply, based on our warehouse inspection.

For specific situations or any concerns, please contact support@procase.com to discuss available options. All returns require prior approval.

4. Can I exchange an item if I ordered the wrong model?

Wrong-model exchange requests must be submitted within 7 days of delivery. Please contact support@procase.com to initiate an exchange.

5. How are refunds for discounted or promotional items calculated?

Refunds are based on the actual purchase price paid. We do not refund the difference between the discounted price and the original retail price.

6. How do I start a return or exchange?

Email support@procase.com within the applicable return or exchange period.

Our customer service team will respond within 24 hours. Please wait for approval and instructions before sending the item back. Unauthorized returns may not be accepted.

Order & Shipping

1. How can I change my order?

Before placing your order, please carefully review all details to ensure everything is correct.

· For tablet cases and screen protectors, confirm that the selected model is compatible with your device. You can find supported models and how to check your device model on the product page descriptions and images.

· For size-specific products such as EVA hard cases or watch boxes, please double-check the dimensions to make sure they meet your needs.

You can always change your order before you checkout - just go to the shopping cart and you can add or remove items.

If you have already checked out, please contact us (Email: support@procase.com) and we'll do our best to change your order before it is shipped.

2. How can I cancel my order?

If your order has not yet been shipped, our customer service team may be able to cancel it directly. Please contact us as soon as possible.

Once an order has been processed, it cannot be canceled.

If you no longer wish to receive it, please refuse the package at delivery and mark it as “Return to Sender.” Be sure to contact our customer service team before returning the item.

Email: support@procase.com

3. What is the processing time for my order?

Orders are usually processed within 24–48 hours.

If your order has remained unfulfilled for more than 3 business days, it may be due to temporary stock replenishment delays.

For specific order details, please contact us through support@procase.com.

4. Will I be informed when my order went through?

Yes, an automatic order confirmation will be sent to your email address when your order is completed.

The email will include the order number, items ordered, shipping and payment method.

5. How can I check my order status?

· If you’ve created an account with ProCase, you can easily view and track your orders.

Simply log in via My Account in the footer navigation and visit your account dashboard to see your full order history, shipping status, and tracking numbers.

· If you’re unable to access this information, please contact us at support@procase.com — our customer service team will be happy to help.

Please note: orders placed before creating an account or as a guest checkout will not appear in your account dashboard. However, you will still receive all order and shipping updates via email.

6. Which countries/regions does ProCase ship to?

For regular retail orders, we currently ship only to the United States and Canada.

For bulk or wholesale orders, we are able to ship to most countries and regions, including:

· North America: United States, Canada, Mexico

· Europe: United Kingdom, Germany, France, Spain, Italy, Netherlands, Sweden, Turkey, Poland, Belgium, Ireland

· Asia & Middle East: Japan, Singapore, United Arab Emirates, Saudi Arabia

· Oceania: Australia

If you’re unsure whether we can ship to your country, please contact our customer service team (support@procase.com) for confirmation.

Bulk orders are eligible for special pricing—feel free to reach out for a quote.

7. Where do you ship the goods from?

For normal orders, the goods would be shipped from our warehouse in the United States or Canada.

For bulk orders, the goods might be shipped from warehouse in the US or our manufacturer's warehouse in China.

8. How much does shipping cost?

We offer FREE SHIPPING service on all orders within the United States and Canada. No minimum purchase required!

9. How long does standard shipping take?

United States: Typically 3–7 business days

Canada: Typically 5–12 business days

Please note that delivery times may be extended due to extreme weather or carrier-related delays.

If your standard shipping order has not arrived within 12 days after shipment, please contact our customer service team (support@procase.com) and we’ll be happy to assist.

10. What shipping carriers do you use?

For normal orders, the goods would be shipped from our warehouse in the United States or Canada.

For bulk orders, the goods might be shipped from warehouse in the US or our manufacturer's warehouse in China.

11. How can I track my order?

Order Confirmation Email:

After placing your order, you should receive a confirmation email from us. Your order number will be displayed at the top or within the order details section.

User Center:

If you have an account, log in to your User Center on our website. Navigate to My Orders to find the order number associated with your purchases.

12. How come my tracking number doesn't work?

Once you receive a shipping confirmation email, your order has been processed and shipped. If the tracking information isn't updating, it could be due to one of the following reasons:

Processing Delay: The package may be in transit but hasn’t been scanned or processed by the postal service yet. Allow a few days for updates, or contact your local post office with the tracking number for more details.

Transit Time: The package could still be en route to the destination country, especially for international orders.

Local Logistics Delay: The local logistics provider may not have processed the package yet after receiving it.

Potential Loss in Transit: If there's no update for over 2 weeks, the package may have been lost during transit.

If you're unsure about your orders status, please contact us (support@procase.com) for assistance.

13. Do you offer expedited shipping?

Yes, we offer expedited shipping options.
If you need faster delivery, please contact support@procase.com, and we’ll help arrange expedited shipping for you.

Warranty

1. What is the warranty policy?

· The state of our products is our responsibility. We'd be happy to assist you in resolving any problems. We want your shopping experience with ProCase to be great every time.

· This Limited Warranty covers any defects in material or workmanship under normal use during the Warranty Period. During the Warranty Period, Kindly notify us at support@procase.com if you ever receive damaged products that prove defective because of improper material or workmanship, under normal use and maintenance

· ProCase 1-Year Warranty

Our products are covered by a limited warranty of 1 year from the original purchase date.

2. What is not covered by warranty?

· Items that are purchased from unauthorized resellers, damage caused by misuse, accident and other improper operation other than its intended purpose.

· This Limited Warranty does not cover any problem that are caused by: conditions, malfunctions or damage not resulting from defects in material or workmanship.

The product that has already used after-sales service, including but not limited to product replacement and full refund.

· We reserve all the rights to decide whether a product is still covered by warranty or not.

3. How do I start a warranty claim?

We will help you with the rest.

Promotion & Others

1. How can I get promotion information and discount code?

We offer different discounts seasonally, and you can get the latest information by subscribing our newsletter through our website, or following us on Facebook, Instagram and YouTube.

2. Can I use more than 1 promotional code per order?

All promotion and discount code needs to be added into the shopping cart before checkout. You can find the code box on the right side of the checkout page.

If your Promo Code is not working, please try clearing your browser cache or try using a different web browser. If the code is still not working, please contact us via support@procase.com. We will do our best to assist you further.

3. How can I become a reviewer (Blog, YouTube, etc,.)?

Thank you for your interest in teaming up with Procase.com. If you are interested in becoming a product reviewer, please make sure to send us the following information to our email support@procase.com:

• Full Name, Phone Number, Email Address

• Link to your Blog/ YouTube channel/ etc.

• Followers of each social channel

• Shipping Address

• If Applicable: Equipment used for making videos/ etc.

We will then forward your email to our Media Team. Someone will get in touch with you shortly if they are interested.

Once again, thank you so much for your interest in our company.