Frequently asked questions

Have questions? We’re here to help


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.


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

Sorry, we do not have local stores, and is an online store. manufactures and sells our brand products to major marketplace channels like

Order Processing & Shipping & Tracking

1. Accepted Payment Options

The payment options that we accept are:

• Credit Cards (Visa, MasterCard, Discover, and American Express)

• Debit Cards

• PayPal

At this time, we do not accept purchase orders, cash, check or money orders, nor do we offer any sort of layaway or COD service.

2. How can I modify my order? (Quantity, Color, Case, etc.)

Before placing an order with us, please make sure to double check and review your order carefully.

We do apologize for the inconvenience, but we are unable to modify the order once it is placed.

3. How can I cancel my order?

Please contact us within 12 hours with your order number and we will attempt to cancel the order per your request.


Note: Only orders that are not shipped can be cancelled.

4. What is the processing time for my order?

Orders are usually processed within 24-48 hours.

5. 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.

6. How can I check my order status?

If you set up an account with us, you are able to view and track the status of your order. Just log into your account and on your dashboard go to "ACCOUNT". You will get a full history of your orders ever since the account is activated. You can also find the shipping status and tracking number.

If you are unable to access this information, please feel free to contact us via One of our friendly and helpful customer service agents will be more than happy to assist you.

Currently, any orders made previous to the account or purchases made outside of the account cannot be accessed. However, you will still receive emails from us regarding your order to the email address you used while purchasing.

7. What does each order status mean?

• Pending: Pending orders are brand new orders that are not processed yet. Typically, these orders need to be invoiced and shipped.

• Pending PayPal: Pending PayPal orders are brand new orders that are not cleared by PayPal.

• Processing: Processing means that the orders are either invoiced or shipped, but not both.

• Complete: Orders marked as complete are those orders that are invoiced and shipped.

• Cancelled: Cancelled orders are those orders that are cancelled or the orders that are not paid for.

• Closed: Closed orders are orders that have a credit memo assigned to it and the customers are refunded for their orders.

• On Hold: Orders placed on hold must be taken off hold before continuing any further actions.

• Payment Review: As long as an external payment gateway is verifying the payment information from a sales order, the order is assigned as Payment Review status in the payment system.

• Suspected Fraud (possible for PayPal orders only): The order transaction did not pass one or few of the PayPal fraud filters and the system receives the response from PayPal that the transaction is under review.

8. What is the estimated standard shipping cost?

We offer free shipping service for all orders with Amarican addresses.

9. What shipping carriers do you use?

The carriers we usually choose include UPS, USPS and Amazon Logistics.

10. What is the standard shipping time?

Usually the packages are estimated to be delivered within 5-7 business days, but the shipping time is subject to change based on the shipping service of the carrier.

11. Where do you ship the goods from?

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

12. Which countries can your products be shipped to?

For normal orders, we could only ship goods to the US. For bulk orders, if the goods could be shipped from our manufacturer's warehouse in China, we could ship goods to most of the countries. Please contact our customer service team via email to make sure that we could ship products to your country prior to placing bulk order with us.

13. How can I track my order?

You will receive a confirmation email with a tracking number once your item is shipped.

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

Procase sends shipment notification and tracking numbers as soon as the orders leave our warehouse. Tracking numbers probably will not show any result before carriers have a chance to do an initial scan to those packages.

15. Can you expedite my order?

We will not be able to expedite or overnight orders. All orders will be shipped via standard DHL and USPS.


1. What is the warranty policy?

We are responsible for our product conditions. We would love to help you resolve any issues. We want you to have positive experience every time you shop with Procase. Please let us know if you ever receive any defective items by contacting us via

• Procase 1-Year Warranty

Our products are covered by a limited warranty of one 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.

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?

Contact us through email with your order ID, product name and problems to We will help you with the rest.

Refund and Return

1. What is the return policy?

Products purchased directly from are covered under 7 Days Money Back Guarantee.

Contact us within 7 days after receiving the package to return any product purchased directly from ProCase. As per our Return Policy, we do ask that you ship the item back to us and the item has to be in new, unopened, and sellable condition. Please provice Clear and Detailed photos of the item and the package to our Customer Service Team prior to the return. We reserves all rights to decide if the order can be returned.

Once the product is received by us here at ProCase, we will be happy to proceed with processing the refund. Please note that the actual refund amount you would receive is related to the reason for return. We only cover the return shipping costs and issue the full refund for the returned items that are quality-related or direct results of operation error made on our end, which includes defective items, missing items, and wrong items. Otherwise, returns are subject to restocking fees of 15% of the purchase price and return shipping fees. ProCase will assess the restocking fees and return shipping fees to deduct the fees from the refund amount on all returns.

For exchanging correct models/ versions, accidental orders, and providing wrong shipping address, customers are responsible for return shipping costs.

For other selling platforms, please contact the corresponding Customer Support Department and abide by their specific policies regarding returns.

Please note: unauthorized reselling of any ProCase brand products is prohibited.

2. How to deal with the wrong items received?

We sincerely apologize for sending the wrong item. We do our best to get all the orders right at the first time, and our goal is to ensure the highest satisfaction to all of our customers. There are infrequent cases when we get orders mixed up because of the high volumes of orders we receive each day. But don’t you worry, we are here to help, and our customer representatives will be more than happy to assist.

What you need to do: Send us a photo of the wrong item that you received to our customer service or email to:

Please include "Wrong Item Received" in your Subject Line, and we will send the correct item out as soon as we can. If you would like a refund instead, simply return all the wrong items or the entire order back to us for a full refund. All items have to be returned for the full refund desired. For orders with multiple items, if you decide to keep some items and return the rest, partial refunds will be credited back to your account.

3. How to start a return/exchange?

Contact us through email with your order ID, product name and reason for Return to We will help you with the rest.

You will be notified once we receive the product and issue a full product refund.

4. Once my order has been refunded, how long will it take for my account to process the credit refund?

Please allow approximately 5-7 business days. If you don’t see your credit refund, please follow up with your financial institution.

Promotion and 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 one 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.

Only one code can be used per order at this time.

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 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 If you are interested in becoming a product reviewer, please make sure to send us the following information to our email

• 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.