Q: My case seems to be defective. Is it under warranty? What are my replacement options?
A: We offer a one-year limited warranty. If you believe your case is defective, please take the following steps to help us help you:
1) Send us an email with your full name, order #, date of order, the specific problem with the product, and where product was purchased
2) Within the same email, send us pictures of your case so that we may get a more specific idea of the problem that you’re having
Q: I placed and order but never received any tracking information. Where is my package?
A: We make all jimmyCASES as they are ordered. For this reason, all new orders ship from our factory in East Los Angeles, CA within 5 business days. As soon as we ship, an email confirmation is sent to the email address given to us at order. Please check the spam or junk folders of that email address to make sure it’s not there.
Q: I got an email with tracking information, but the tracking number doesn’t seem to be updating. What gives?
A: For US shipments: If you received an email with tracking information, it means your package has been delivered to the United States Postal Service and is out of our hands. As soon as new information is available for your package, the tracking will update. You can also call the USPS at 1 (800) 275-8777 if you feel your package has been delayed or stuck somewhere for too long.
For International Shipments: It can take up to a week for tracking information to update via our free international shipping service. Typical international delivery windows are between 4 – 15 business days after the status information for your package says “Shipment in transit to destination”.
Q: The USPS has marked my package as “delivered” but it’s not here. What do I do?
A: Sometimes packages get marked as delivered, but end up showing up on your doorstep a little later. (A quirk of our friends at the USPS). We recommend to sit tight and see if the package is delivered a day or two later. You could also talk directly to your mail carrier, or ask your neighbors to see if someone might have grabbed your package by accident.
Q: I am within the 30-day window and want to return my case for a refund. How do I do that?
A: As long as your case is new/unused and was bought less than 30 days ago, you can return it for a refund (minus priority shipping fees, if applicable). Please send us an email with your full name, order #, date of order, the reason for the return, and our customer support team will get back to you with all the details.