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Frequently Asked Questions & Answers

FAQ

Ordering

What are the Customer Service hours at Hitcase?

Our Customer Service team is available and eager to serve you Monday to Friday, 9:30 AM to 5:30 PM (PST), excluding Canadian holidays.

What is the best way to get in touch with Customer Service?

We love receiving your emails! Drop us a note here or send an email to store@hitcase.com. We do our best to respond to every inquiry within 1-2 business days. You can also contact us via Chat by clicking on the pink icon on the bottom corner of the page.

How do I follow Hitcase on social media?

We have so much love for our Hitcase Family! Connect with us for special contests, tips and tricks, product launch information and so much more! Facebook, Instagram, Twitter & Youtube.

How long will it take to process my order?

For products in stock our order will be processed within one business day (excluding Canadian holidays). Be sure to check your email for order confirmation to ensure the order has been successfully placed, we will notify you with tracking number after 24 business hours from placing your order. If you have purchased a pre-order product we will notify you once the item is in stock, you can keep checking the product page for any updates.

Why does my country of residence not appear on the shipping list at checkout?

While we aim to fulfill every order, we are unable to ship to some countries for various reasons, some of which are beyond our control. If your country does not show up, it’s because we can’t ship your Hitcase to it.

Why am I unable to complete payment for my order?

Please ensure the billing and shipping addresses are complete and correct and the account or credit card information is valid. You may want to check with your bank if the issue persist.

How long will it take to receive my order?

Shipping times do vary, please check here for available methods and ETA details. Please note that international order may take up to 6 weeks to clear customs unless you selected Fedex.

How much will shipping cost?

Shipping charges vary depending on your purchase, your location and method selected. You will be provided a quote at checkout before completing the order.

Am I responsible for customs and duty?

Yes. Orders delivered outside of the US and Canada will be required to pay customs and duty upon receipt. Please contact your local customs agency to get an estimate.

Is my Hitcase covered by warranty?

Every Hitcase product is covered by a 30-day money back guarantee and a 1 year manufacturer's warranty. Please contact us right away if you have any questions or concerns please include your order number on the email.

How do I go about returning my Hitcase for refund or replacement?

First, please contact customer service via email store@hitcase.com, include your order number and images or video that may be helpful in explaining the issue. Our Customer Service team will provide you with an RMA number and further instructions. Please note that Hitcase is not responsible for returning shipping cost.

Will my shipping costs be refunded?

Shipping and customs related charges are non-refundable.

What is the processing time for a Return?

Keep in mind that this process can take up to 3 weeks as the returned items must be reviewed and assessed before a refund/exchange is processed.

What if things get a little too crazy and I damage my iPhone?

Hitcase does not cover the cost of repair or replacement of iPhones or any other device. We encourage you to check out our website for helpful videos and regularly water test your Hitcase.

PRO

What is the New Hitcase PRO?

Great question! We are incredibly excited to release the newly redesigned Hitcase PRO. Our team of engineers have completely overhauled the already rugged design to create a slimmer, more stylish waterproof PRO with Touch ID compatibility and a for your extreme and awesome adventures.

How waterproof is the New Hitcase PRO?

The New Hitcase PRO offers complete dust protection and is suitable for continuous immersion in water at a depth of up to 10 meters (5mt for iPhone 7/8Plus) for up to 30 minutes.

What height can the New Hitcase PRO be safely dropped from?

The robust Hitcase can withstand falls from as high as 3 meters. Keep in mind that landing screen-down on a rock or sharp object may still cause some damage to your screen but the real heart of your iPhone will be safe.

Can I access Touch ID to unlock my phone?

The New Hitcase PRO has complete Touch ID capability!

Is Hitcase PRO wireless charging compatible?

Yes, all you have to do is remove the LINK Plate on the inside of the case.

Will my current lenses work with the New Hitcase PRO?

The completely redesigned New Hitcase PRO has a brand new set of amazing lenses available and is not compatible with the previous line of lenses (Snap or Polycarbonate PRO).

Am I able to use the Hitcase mounts I already have?

Yes, the New Hitcase PRO is compatible with the Railslide, thus allowing you to use all of the Hitcase mounts you already have. The railslide is not included with the PRO case.

Can I use a screen protector as well as the New Hitcase PRO?

We do not recommend it. You may run into various issues with sealing, screen sensitivity and air bubbles.

Can I charge my iPhone inside the New Hitcase PRO?

Yes, the New Hitcase PRO is compatible with Apple charges although may not accommodate after-market non-Apple products. However the charging port is not accessible for the Polycarbonate PRO for iPhone 5/SE.

Can I access the silence switch while my iPhone is in the New Hitcase PRO?

To avoid any unnecessary chance of leakage in extreme situations, the silence switch is not accessible while using the New Hitcase PRO. But the volume buttons are still easy to use and work great. If you need to mute you phone you can do so from the control centre screen. However the PRO for iPhone 7/8 Plus does have access to the mute button.

Does the touchscreen work underwater?

When taking pictures or recording underwater video we recommend opening your camera app prior to submerging your New Hitcase PRO, you can use the volume buttons to take pictures/start recording.

Is the New Hitcase PRO still waterproof without a lens installed?

Yes! One of our most exciting new features is that the New Hitcase PRO is 100% waterproof even without a lens.

Does the New Hitcase PRO allow me to use flash for photos and video and my flashlight?

When you are not using an additional lens, the flash is completely unobstructed. However, when a lens is installed, it will cover the flash.

What material is the New Hitcase PRO made from?

The outer frame is made from an aluminum alloy; it is coated with an anodizing process, just like the iPhone itself.

What material is used for the screen protector?

The screen protector is a PET film with an anti-scratch coating

Which iPhones are the Hitcase PRO compatible with?

Our engineers work tirelessly to keep you fully protected every step of the way, the Hitcase eco-system currently includes the following:

  • iPhone 6/6s/7/8/X
  • iPhone 7/8 Plus

How do I get rid of air bubbles or improve screen sensitivity while using my Hitcase PRO?

The Hitcase PRO Shockseal is designed to hug your screen to provide intense protection and superior touch sensitivity. If you are experiencing air bubbles or space between the seal and the screen, follow these easy instructions:

  • Fully install the Shockseal screen protection, ensure all sides are completely sealed.
  • Open the audio and charging ports at the bottom.
  • With the tips of your thumbs meeting at the top of the screen, simply slide thumbs down the screen, expelling any trapped air out of the port openings at the bottom.
  • Close both ports and go have fun!

SPLASH

What is the Hitcase SPLASH?

The new SPLASH case is the thinnest and lightest waterproof case we’ve ever made. Drop-resistant and waterproof to 10ft/3m, lightweight, slim, with a soft-grip exterior and lightning fast installation. The responsiveness is incredible.

When is the Hitcase SPLASH is going be available?

The new SPLASH X should be available in October 2018.
For iPhone 7, 8, 7 Plus, 8 Plus, XR and Xs Max, the SPLASH cases will be available November 2018.

Does the Hitcase SPLASH have a built in screen protector?

The Splash case, as the Shield and Pro case is a 2-piece design case with a built-in screen protector, not an adhesive one.

How waterproof is the Hitcase SPLASH?

The Hitcase SPLASH offers complete water protection and is suitable for continuous submersion in water at a depth of up to 10ft/3m for up to 30 minutes.

What height can the Hitcase SPLASH be safely dropped from?

It can withstand falls from 6ft/2m.

Can I access Touch ID to unlock my phone?

The Hitcase SPLASH has complete Touch ID capability

Is Hitcase SPLASH wireless charging compatible?

Yes, it is.

Will my current lenses work with the Hitcase SPLASH?

The Hitcase SPLASH is compatible with TrueLUX lenses

Am I able to use the Hitcase mounts I already have?

To enable the wireless charging functionality, the Hitcase SPLASH is not compatible with the mounts, but you can purchase any aftermarket steel plate to make the case works with our mag-mount.

Can I use a screen protector as well as the Hitcase SPLASH?

We do not recommend it. You may run into various issues with sealing, screen sensitivity and air bubbles as the case is made perfectly snug fit to phones without screen protector.

Can I charge my iPhone inside the Hitcase SPLASH?

Yes, the Hitcase SPLASH is compatible with Apple charges although may not accommodate aftermarket non-Apple certified products.

Can I access the silence switch while my iPhone is in the Hitcase SPLASH?

Yes

Does the touchscreen work underwater?

When taking pictures or recording underwater video we recommend opening your camera app prior to submerging your Hitcase SPLASH, you can use the volume buttons to take pictures/start recording.

Is the Hitcase SPLASH still waterproof without a lens installed?

Yes!

Does the Hitcase SPLASH allow me to use flash for photos and video and my flashlight?
When you are not using an additional lens, the flash is completely unobstructed. However, when a lens is installed, it will cover the flash.

What material is the Hitcase SPLASH made from?

The Hitcase SPLASH is Durosoft exterior TPU material

What material is used for the screen protector?

The screen protector is a PET film with an anti-scratch coating

Which iPhones are the Hitcase SPLASH compatible with?

Our engineers work tirelessly to keep you fully protected every step of the way, the Hitcase eco-system currently includes the following:

  • iPhone 7/8

  • iPhone 7/8 Plus

  • iPhone Xs Max

  • iPhone X/Xs

  • iPhone Xr

What is the difference between the Pro, Shield Link and Splash case?

  • The Pro and Shield Link case are compatible with both lenses and mounts.

  • The Splash case is only compatible with the TrueLUX lenses. It is also the thinnest and lightest waterproof case.

  • The Pro case is our toughest case, perfect for super active people who like taking their phones while skiing,diving, etc. also compatible with all our lenses and mounts.

SHIELD LINK

What is Hitcase Shield LINK?

The Hitcase SHIELD is the world’s thinnest waterproof iPhone case. Offering complete and total waterproof and drop-proof protection for your iPhone, now with the added bonus of the most simplified magnetic mounting system on the planet. Snap on a magnetic lens for the perfect shot, or quickly attach a magnetic Link™ System mount for added versatility

How waterproof is the Hitcase Shield LINK?

Hitcase Shield LINK is rated IP68, as defined in International Standard IEC 60529. The Hitcase Shield LINK offers complete dust protection and is suitable for continuous immersion in water at a depth of up to 3 meters (9.8 ft) for up to 30 minutes.

What is the Link plate for?

The link plate makes your case compatible with our magnetic mounting system. You can stick it inside you case, on the back panel.

What is the difference between Shield Link and Pro case?

The Shield Link is the thinnest waterproof case on the planet, compatible with our magnetic lenses and mounts, known as the LINK™ system. The Pro is our toughest, heavy duty case, perfect for active people who like taking their phones with them while skiing, surfing, diving, mountaineering etc. The Pro is compatible with all our lenses and mounts, however the lenses are threaded and the mounts having a 'locking' railslide system. Check out the Hitcase comparison table to find out which Hitcase are you.

Can I access Touch ID to unlock my phone?

The Hitcase Shield LINK has complete Touch ID capability!

Is Hitcase Shield LINK wireless charging compatible?

Yes, all you have to do is remove the LINK Plate on the inside of the case.

What height can the Hitcase Shield LINK be safely dropped from?

The slick Hitcase can withstand falls from as high as 2 meters. Keep in mind that landing screen-down on a rock or sharp object may still cause some damage to your screen but the real heart of your iPhone will be safe.

Can I charge my phone while using the Shield LINK?

Yes, you have access to all ports while your iPhone is safely protected inside the Hitcase Shield LINK.

Can I use a screen protector as well as the Hitcase Shield LINK?

We do not recommend it. You may run into various issues with sealing, screen sensitivity and air bubbles.

Can I use my Hitcase lenses, mounts and accessories with the Shield LINK?

The completely redesigned New Hitcase Shield LINK has a brand new set of amazing lenses available and is not compatible with the previous line of lenses (Snap or Polycarbonate PRO). It is also compatible with our LINK system magnetic mounts.

Which iPhones are the Hitcase Shield LINK compatible with?

Our engineers work tirelessly to keep you fully protected every step of the way, the Hitcase eco-system currently includes the following:

  • iPhone 7/8/X
  • iPhone 7/8 Plus

How do I get rid of air bubbles or improve screen sensitivity while using my Hitcase Shield LINK?

The Hitcase Shield LINK Shockseal is designed to hug your screen to provide intense protection and superior touch sensitivity. If you are experiencing air bubbles or space between the seal and the screen, follow these easy instructions:

  • Fully install the Shockseal screen protection, ensure all sides are completely sealed.
  • Open the audio and charging ports at the bottom.
  • With the tips of your thumbs meeting at the top of the screen, simply slide thumbs down the screen, expelling any trapped air out of the port openings at the bottom.
  • Close both ports and go have fun!

Can I use non-Apple chargers with my Hitcase Shield LINK?

The Hitcase SHIELD will only support Apple chargers.

Can I buy replacement seals for my Hitcase Shield LINK?

Yes, please check our replacement parts selection on the top menu.

What is the difference between Hitcase Shield and Shield LINK?

Hitcase Shield LINK allows you to mount the case using our magnetic LINK mounts and also our magnetic TrueLUX Lenses while the Hitcase SHIELD does not support those features.

CRIO

What is Hitcase CRIO?

Capture effortlessly with Hitcase Crio, an impressively lightweight and low profile photography case, that enhances iPhone’s 4k camera capabilities. Integrating the Hitcase Link System of magnetic mounts and lenses, you can seamlessly attach or remove accessories on the go, unleashing your creativity.

Is Hitcase CRIO waterproof?

Hitcase CRIO is not waterproof. Check out the Hitcase comparison table to find out which Hitcase are you.

Can I access Touch ID to unlock my phone?

Yes. Your screen is protected, but not enclosed. Nothing is limiting touch ID, or the silence toggle.

Is Hitcase CRIO wireless charging compatible?

Yes, all you have to do is remove the LINK Plate on the inside of the case.

What height can the Hitcase CRIO be safely dropped from?

The slick Hitcase CRIO can withstand falls from as high as 2 meters. Keep in mind that landing screen-down on a rock or sharp object may still cause some damage to your screen but the real heart of your iPhone will be safe.

Can I charge my phone while using the CRIO?

Yes, you have access to all ports while your iPhone is safely protected inside the Hitcase CRIO.

Can I use a screen protector as well as the Hitcase CRIO?

Yes. Your screen is protected, but not enclosed. Nothing is limiting touch ID, or the silence toggle.

Can I use my Hitcase lenses, mounts and accessories with the CRIO?

The completely New Hitcase CRIO has a brand new set of amazing lenses available and is not compatible with the previous line of lenses (Snap or Polycarbonate PRO). It is also compatible with our LINK system magnetic mounts.

Which iPhones are the Hitcase CRIO compatible with?

Our engineers work tirelessly to keep you fully protected every step of the way, the Hitcase eco-system currently includes the following:

  • iPhone 7/8/X
  • iPhone 7/8 Plus

ENDURO

What is the Hitcase ENDURO?

Built to withstand hard hitting drops and daily wear, the Enduro’s is an impact and smash-proof iPhone case that is dust and dirt-proof.

Does the Hitcase ENDURO have a built in screen protector?

The ENDURO case, as the Shield and Pro case is a 2-piece design case with a built-in screen protector, not an adhesive one.

Is the Hitcase ENDURO waterproof ?

Hitcase ENDURO is not waterproof. Check out the Hitcase comparison table to find out which Hitcase are right for you.

At what height can the Hitcase ENDURO be safely dropped from?

DuroSoft™ TPU exterior fully encloses your iPhone, offering total MIL-SPEC rated drop-proof and shatter-proof protection to 6ft/2m.

Can I access Touch ID to unlock my phone?

The Hitcase ENDURO has complete Touch ID capability!

Is Hitcase ENDURO wireless charging compatible?

Yes, it is.

Will my current lenses work with the Hitcase ENDURO?

The Hitcase ENDURO is not compatible with lenses

Am I able to use the Hitcase mounts I already have?

The Hitcase ENDURO is not compatible with the mounts, but you can purchase any aftermarket steel plate to make the case works with our mag-mount.

Can I use a screen protector as well as the Hitcase ENDURO?

We do not recommend it. You may run into various issues with sealing, screen sensitivity and air bubbles as the case is made perfectly snug fit to phones without screen protector.

Can I charge my iPhone inside the Hitcase ENDURO?

Yes, the Hitcase ENDURO is compatible with Apple charges although may not accommodate aftermarket non-Apple certified products.

Can I access the silence switch while my iPhone is in the Hitcase ENDURO?

Yes, you do have access to the mute button by using a quick ¼ two way turn toggle.

Does the Hitcase ENDURO allow me to use flash for photos and video and my flashlight?
Yes, the flash is completely unobstructed.

What material is the New Hitcase ENDURO made from?

The Hitcase ENDURO is Durosoft exterior TPU material

What material is used for the screen protector?

The screen protector is a PET film with an anti-scratch coating

Which iPhones are the Hitcase ENDURO compatible with?

The ENDURO is available for iPhone X/Xs for now.

SHIELD

What is Hitcase SHIELD?

The Hitcase SHIELD is the world’s thinnest waterproof iPhone case. It’s sleek aluminium design protects your iPhone from water, drops and scratches while maintaining full access to charging and audio ports, Touch ID and flash.

How waterproof is the Hitcase SHIELD?

Hitcase SHIELD is rated IP68, as defined in International Standard IEC 60529. The Hitcase SHIELD offers complete dust protection and is suitable for continuous immersion in water at a depth of up to 3 meters (9.8 ft) for up to 30 minutes.

Can I access Touch ID to unlock my phone?

The Hitcase SHIELD has complete Touch ID capability!

Is Hitcase SHIELD wireless charging compatible?
Yes.

What height can the Hitcase SHIELD be safely dropped from?

The slick Hitcase can withstand falls from as high as 2 meters. Keep in mind that landing screen-down on a rock or sharp object may still cause some damage to your screen but the real heart of your iPhone will be safe.

Can I charge my phone while using the SHIELD?

Yes, you have access to all ports while your iPhone is safely protected inside the Hitcase SHIELD.

Can I use a screen protector as well as the Hitcase SHIELD?

We do not recommend it. You may run into various issues with sealing, screen sensitivity and air bubbles.

Can I use my Hitcase lenses, mounts and accessories with the SHIELD?

The Hitcase SHIELD is not designed to accommodate our line of TrueLUX lenses or any mounts, although you do have access to both the front-facing and back-facing cameras as well as the flash to capture beautiful images and video. Check out the Hitcase comparison table to find out which Hitcase are you.

Which iPhones are the Hitcase SHIELD compatible with?

Our engineers work tirelessly to keep you fully protected every step of the way, the Hitcase eco-system currently includes the following SHIELDs:

  • iPhone 7/8
  • iPhone 6/6s
  • iPhone 6/6s Plus
  • iPhone 7/8 Plus

How do I get rid of air bubbles or improve screen sensitivity while using my Hitcase SHIELD?

The Hitcase SHIELD Shockseal is designed to hug your screen to provide intense protection and superior touch sensitivity. If you are experiencing air bubbles or space between the seal and the screen, follow these easy instructions:

  • Fully install the Shockseal screen protection, ensure all sides are completely sealed.
  • Open the audio and charging ports at the bottom.
  • With the tips of your thumbs meeting at the top of the screen, simply slide thumbs down the screen, expelling any trapped air out of the port openings at the bottom.
  • Close both ports and go have fun!

Can I use non-Apple headphones/chargers with my Hitcase SHIELD?

We have included an audio adapter in the box, simply insert the adapter into the audio port of your Hitcase SHIELD and you can connect to almost any pair of after-market headphones. The audio adapter is only included with Shield for iPhone 6/6S. The Hitcase SHIELD will only support Apple chargers.

Can I buy replacement seals for my Hitcase SHIELD?

Yes, please check our replacement parts selection on the top menu.

What is the difference between Hitcase Shield and Shield LINK?

Hitcase Shield LINK allows you to mount the case using our magnetic LINK mounts and also our magnetic TrueLUX Lenses while the Hitcase SHIELD does not support those features.

SNAP

What is Hitcase SNAP?

Hitcase SNAP is for everyday adventure. SNAP has a slim profile and offers the same versatile mounting options and unmatched lens clarity as the Hitcase PRO.

Is Hitcase SNAP waterproof?

Hitcase SNAP is not waterproof. Check out the Hitcase comparison table to find out which Hitcase are you.

Which iPhones are compatible with Hitcase SNAP?

iPhone 6, iPhone 6 Plus, iPhone 6s, and iPhone 6s Plus.

What height can the Hitcase SNAP be safely dropped from?

The slick Hitcase can withstand falls from as high as 2 meters. Keep in mind that landing screen-down on a rock or sharp object may still cause some damage to your screen but the real heart of your iPhone will be safe.

Does Hitcase SNAP work with existing Hitcase lenses, mounts and accessories?

Hitcase SNAP will only work with the lens kit for Snap and railslide mounts.

Can I access iPhone Touch ID and silence option on Hitcase SNAP?

Yes. Your screen is protected, but not enclosed. Nothing is limiting touch ID, or the silence toggle.

Can I charge my phone while using the Hitcase SNAP?

Yes, you have access to all ports while your iPhone is safely protected inside the Hitcase SNAP.