Frequently Asked Questions & Answers

What are the Customer Service hours at Hitcase?

Our Customer Service team is available and eager to serve you Monday to Friday, 9AM to 5PM (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 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 6-month 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.