Help

Shipping

How each does it cost to ship international?

Depending on when you placed the order, it might take up to 1-3 business days before your order gets shipped. Note: our warehouse is closed on the weekends and on Canadian Holidays. 

Expedited orders need to be placed before 2:00 pm PST in order to go out the same day, otherwise will ship the following business day.

Do you offer international shipping?

No.

What are your shipping charges?

All orders under 50.00 will be a flat rate of 7.00, All orders over 50.00 ship free

Order Questions

Q: There was an error while placing my order. Will I be charged?

The issue you have encountered is typically due to some part of the billing information on your credit card that is not exactly matching up to what your bank has on file. When we check this information against what your bank has on file, something is coming back as being mismatched. This could be something as small as a middle initial that is on the card that you are not using or an older billing address.

Our websites security settings are set high to prevent credit card fraud. While some merchants only require certain fields of information to match, our site requires that they all match.

"Pending" or "Processing" verifications typically disappear within 24-72 hours depending on your bank's policies. You may wish to contact your bank if you have made updates to your billing address recently or need to have those verifications cleared.

Q: What should I do if the product I want is out of stock?

We are sorry to hear that the item(s) you want is out of stock. Items are available on a first come, first served basis. To keep updated with the earliest availability on the product, you have a few options:

  • Sign up for our newsletter to get the latest updates.
  • Send us an email at cs@incasedesigns.ca and we will provide the latest information.
  • Give us a call at 1-877-404-6832

Q: Does my billing address have to match the address on file with my credit card?

Yes, the billing address has to match exactly what is on your credit card billing address.

Q: Where can I track my order? How do I check my order status?

Once your order has been shipped, you will receive an email notification with your shipment’s tracking number.

Q: I need to change or cancel my order, what do I do?

As long as the order has not been processed, we are able to cancel your order. However, if the order has been processed, please give one of our team members a call 1-877-404-6832

Q: Can I use more than one promo code per order?

No. Only one promo code may be applied per order and may not be combined with any other offer.

Returns

Q: What is the Incase Return or Exchange* Policy?

  • We guarantee all merchandise purchased through incasedesigns.ca.
  • If you are not completely satisfied with your purchase, you may return your item(s) within 30 days of receipt for a refund.
  • Please note that we do not do exchanges*. It is easier and faster to just return the item to us and place a new order at your convenience.
  • No refunds after 30 days.
  • All sales are final for the Incase x Parabellum products.

Q: How do I return an Item?

1. Pack the item in the original packaging and shipping box, if possible.

2. Include the original packing slip or copy of the receipt and reason for the return.

 

Q: How long will it take for me to get a refund to my credit card?

Once the product has been received into our warehouse and inspected, your credit will be processed and automatically applied to your credit card within 2-5 business days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

Warranty

Q: What is Incase’s Warranty Policy?

Incase warrants our products against defects in materials and workmanship for a period of one (1) year from the date of original purchase. Please see our warranty for further details.

Items purchased through other retail locations

We do not offer returns or exchanges on products purchased at locations other than incase.com. However, we will replace a damaged item per our warranty policy. Complete a claim form and customer support will contact you directly.

Q: How do I file a Warranty Claim?

To file a warranty claim you would go onto www.incasedesigns.ca/pages/warranty and fill out the necessary information. You would need to have a copy of your receipt, and a picture of the defect in order to file the claim.

Q: What if Incase no longer has the product I was going to file the claim on?

If your case is still within warranty, you will be available to request a warranty exchange. Should the case you wish to warranty be no longer available, we will be happy to exchange your case for something on our site of equal or lesser value.

Q: How long does the warranty claim process take?

Once you complete the RMA form, you'll receive an email from us with further instruction. Please allow up to 72 hours for a response. Once we receive your case, we will process a warranty replacement within 1-2 business days. Once processed, you will receive an email with a tracking number for your replacement.

I bought a product on eBay and have a warranty issue. Is that covered?

Unfortunately, we do not. Any products purchased through the following unauthorized reseller are not covered by Incase’s One-Year Limited Warranty:

  • Deal Sites: Groupon, Living Social, NoMoreRack, DailySteals, Daily Deals, Woot, etc.
  • Liquidation Sites
  • Auction Sites
  • Discount Stores: including but not limited to, Groupon, Living Social, Woot, TJ Maxx, Ross, Sears, Marshalls, etc

Q: I do not have a computer and cannot get online, how do I process a claim?

Give us a call at 1-877-404-6832 and we will be happy to assist you.

Q: My phone broke while in my Incase case. Will you replace it?

We are sorry to hear that your device has become damaged, but unfortunately we do not have a device warranty on our cases. Please visit www.incasedesigns.ca/pages/warranty for complete details).
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