Frequently Asked Questions
Ordering
How do I shop for a yourphonecase365 product?
You may select your preferred item and add it to the cart. Then select the shipping method and wait for it to be dispatched and shipped.
How do I know if my yourphonecase365 order was placed successfully?
If you have received an order confirmation email from us, your order was placed successfully! You can also log into your account to view your order history and search for your most recent order.
Why am I not receiving my order confirmation email?
If your registered email address is a Hotmail account, the order confirmation email may fall into your Spams / Junk folder. If you still cannot find your order confirmation email, please email us and we will investigate further.
Can I make changes to my order after it has been placed?
We apologize for any inconvenience, but we are unable to make modifications to existing orders. We allow order cancellations within 2 days of purchase, with order processing times ranging from 1 to 2 business days. If you wish to cancel an order that has already been shipped, you can choose to reject the delivery or return the item upon its arrival. Please reach out to us within 12 hours using the email address of the order buyer and provide us with your order number for a smooth and efficient process.
How long does it take to process my order?
We make every effort to process all orders within 1 business day. However, we kindly ask for up to 3 business days to process all orders for shipment.
Note: Orders are not processed during non-business hours, including holidays and weekends.
I forgot to apply my discount code. Can it still be applied after the order is placed?
Unfortunately, discount codes cannot be applied once an order is submitted.
How do I track my yourphonecase365 order?
Once your order has shipped, you will receive an email confirmation with a tracking number and link. Please check your junk and spam folder. If you still cannot locate the tracking information, please contact us at help@yourphonecase365.com for further assistance.
I’ve ordered a few items but I can’t find all of them. Where are the missing cases?
Please be sure to open up all the boxes first. We normally pack 2 cases in 1 box unless otherwise requested. If you have checked and the case is still not there, please contact us.
Is there an option for gift wrapping?
To align with our sustainability principles, we currently do not offer gift wrapping. However, all items come shipped in our eco-friendly packaging!
It has been a few months after my order was shipped and the tracking link provided has expired. I’m afraid that my yourphonecase365 parcel may have been lost. Can I get a refund?
Please let us know within 60 days of purchase if your order is missing. We would be happy to follow up and investigate for you. Further arrangements will be facilitated. No refund for missing parcels if the initial date of such enquiry/request is beyond 60 days of purchase.
Does yourphonecase365 offer free shipping internationally?
Yes, we offer free international standard shipping for orders with total value (after discount) $50 or above. However, we hope for your understanding that due to logistic limitations, standard shipping may not apply to some countries. Please select the location on the checkout page for shipping methods available and shipping costs accordingly.
Can I get the discount/voucher code back if I can cancel an order applied with a discount code?
If you want to cancel your order, all unexpired discount codes will be automatically revoked, but please note that expired discount codes will not be returned.
Why do I see a different charge amount on my credit card statement?
After placing an order with us, you will receive an email confirming the details of your order and the amount that will be charged. Please be aware that certain banks may apply a small transaction fee, which is not something that yourphonecase365 receives or can provide a refund for. However, if you notice any other unusual charges, please notify us immediately so that we can investigate the matter further.
If you would like to cancel the order, please note that any fees collected by your bank or card is non-refundable.
If you come across an unknown payment in your account, we recommend reaching out to your bank as your first point of contact to issue a refund for you.
Products
How protective are your cases?
Our phone cases are designed with raised edges, camera rings, and non-slip grips for comprehensive protection against drops and bumps.
How much are yourphonecase365 cases?
yourphonecase365's case prices vary depending on the case types and device models. You may click on your preferred design and select your device model in the dropdown box for details. Stay up to date on all yourphonecase365 promotions to get the best deal on phone cases and tech accessories.
What are yourphonecase365 cases made of?
Different cases are made of different materials but mostly contain TPU, Faux Leather and PC.
Do yourphonecase365 cases work with wireless charging?
Most yourphonecase365 cases can work with wireless charging. As the thickness of each case type varies, please check the product description or contact us for accurate information.
Are yourphonecase365 cases heavy?
The weight of phone cases varies depending on the case types selected as they are made with different materials.
How thick are yourphonecase365 cases?
The thickness of phone cases varies depending on the case types you select.
Do phone cases cause overheating?
Phone cases do not necessarily cause overheating. There may be a trapping heat when putting on the phone case, but avoiding having too many applications opened on your device, overexposure to the sunlight and always keeping your device in a cool place can help reduce the risk of overheating.
Do you have a user guide for installation?
To install our phone cases, please start with the camera corner of your device and gently press it into the case. Most cases are made of elastic materials, which are easy for installation.
How do I get my yourphonecase365 case off?
The easiest way to remove a phone case is to start by lifting the camera corner from one side of your device. Then, gently slide the case off side by side. For safety, make sure to remove the case above a soft-textured item, like a pillow or cushion.
I have a Samsung Galaxy series device and there are multiple models for different carriers (e.g. AT&T, Verizon). How do I know which case is the right one?
yourphonecase365 fits the international (non-carrier-specific) version of Samsung Galaxy series devices. Although your carrier-specific model may look similar to the international version, the device may slightly vary between carriers (particularly the shape and positioning of the camera) and may not fit our cases.
How do I clean my phone cases?
TO CLEAN: use only water and soft cloth to clean. AVOID harsh chemicals and alcohol-based cleaners. Please avoid rubbing, washing, and using alcohol, sanitiser, or similar chemicals.
My case arrived warped/defective. How can i get this fixed?
worries at all! You are covered if your case encounters any issues within 12 months of purchase. In order to reduce waste, we won't require you to ship it back. Snap a picture and send it to us as we need to verify the product's condition before a warranty replacement can be processed. Once that is done, we'll promptly replace it and send you a brand-new one at no charge!
What is Prop 65? I see it on your packaging.
Prop 65, a California law, requires businesses to warn consumers about exposure to certain chemicals exceeding set limits. This is not a product safety law but a transparency measure. Click HERE for more information on Proposition 65.
Shipping
When will you ship my order?
Orders placed using our standard shipping will be processed within 2 business days.
Please allow extra time for your order to be processed during public holidays and busy periods. Customs and Postal Service may also require extra time to work on the processing / delivery during peak season or before major festivals (e.g., Valentine’s Day). For details on public holidays in the destination country, please refer to the local government website. Please also note that delays may occur as a result of pending payment authorizations.
After the goods are dispatched, how long does it take for standard shipping to deliver the package?
The estimated delivery time displayed on the checkout page includes the preparation time to dispatch and also the shipping time altogether. The delivery time will vary a lot from country to country. In short, the shipping time alone could be around,
Shipping time: 3-25 Days.
In some cases, the local Customs office of your country may require additional documents and time to have your package cleared, and this may also cause further delay on the delivery.
How can I check my order status?
Sign in to your Account (the one that you made your order with) and click on "Track Order". In some instances, carrier's tracking information may only be available in 2-4 business days after the order is shipped.
Will my package be delivered to my house or to the post office for me to pick it up?
Your yourphonecase365 will arrive at your house. There may be exceptions that door-to-door delivery service is not provided in particular cities / areas / countries, though this is rare.
When I select my residential address for shipping, do I need to be home when it arrives?
No. There is no signature required for deliveries to residential addresses. If the driver feels that it is "unsafe" to leave the package, then they will leave a note stating the options that you have for getting the package.
Why do I have to pay the standard shipping fee for my order?
Free standard shipping is applicable only to orders with total value (after discount) $50 or above under normal circumstances, and a flat shipping fee will be required otherwise. However, we hope for your understanding that due to logistic limitations, standard shipping may not apply to some countries. Please select the location on the checkout page for shipping methods available and shipping costs accordingly. Please also note that shipping fee is non-refundable.
Import Taxes & Duties
Some countries may require import tax, duties and related Customs fees for the imports, and the cost is not covered in payments you made to us. These charges, if applicable, are determined and charged by the Customs office of the destination country. For further details of charges, please contact your local Customs office directly.
Returns and Exchanges
Can I return my product for a refund?
Sure! We're 100% committed to making you happy. If you wish to return your item(s), please contact us with the reason of return, within 60 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide the return instructions in details! Returns without prior communication with us will not be accepted. If you decide to return an item, you can do so by shipping it back to us. A refund will be issued once the return is received and inspected. Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.
What if my item arrived damaged or incorrect?
If your order was incorrect or arrived with a defect, please contact us at help@yourphonecase365.com. We’ll take care of the issue and cover all necessary shipping costs.
Can I receive a full refund for my order?
- Quality problem or get wrong item: You can get free change or full refund.
- Dislike: You can return goods back to us, and get your payment back.
How do I exchange an item?
If you’d like to exchange an item for a different model or style, you can do so within 60 days of delivery. A $5.98 flat-rate shipping fee applies for the replacement, and the exchange will be processed once we receive the original item.
Do you provide return label?
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
How long does it take to receive my refund?
Once we receive your return, refunds are typically processed within 1-2 business days. You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.