FAQ

Order Issues:

1. How do I cancel my order?

Before your order is processed, you can cancel your order at any time. Once your order is processed, you will not be able to cancel the order. Usually, we will process the order within 6 hours after we receive it.

2. Can I change or modify my order?

• Modifying shipping address:
• For unshipped orders, you can contact us via contact form or email to confirm if your order has been processed. For already processed orders, the shipping address CANNOT be changed.
• If your order has not been processed, you can send your new address and order via contact@square-case.com.com
• Changing variant(s): (what do you mean by variant? The wording is a bit confusing)
• For unpaid orders, you need to cancel the order and place a new one with the correct product variant(s).
• For paid but unprocessed orders, you may contact our customer service for changing variant(s).
• For processed orders, the variant(s) cannot be edited. We recommend that you apply for a return after you receive the order.

Delivery:

1. Does square-case.com provide free shipping?

We currently offer free shipping for all orders over US$30.

2. How long will the order take to arrive?

Normally it will take some days to prepare your items before shipment, you may refer to the table below for details.

3. My tracking info says my package was delivered, but I have not received it.

Before contacting the customer service, please make sure you have checked your mailbox and have confirmed that the package was taken by other people by mistake.

For more shipment details, you may contact the shipping company.

4. Why does the USPS tracker say that they haven’t received my package yet?

As our packages are shipped internationally, you may not see updates via US shipping companies until the package is cleared by US customs and entry is granted into the location. Once this process has been completed, you will then see updates via the US couriers tracking site.

Square-case.com suggests you to track via the ‘My orders’ page for more detailed info, as it is updated regularly. (You will also be able to track your orders via the “My orders” page. Your package shipping information will be updated regularly.)

5. What’s Retail Delivery Fees?

Starting July 1, the state of Colorado began charging a $0.27 retail delivery fee on all orders delivered by a motor vehicle. This charge will be listed as “Retail Delivery Fee” on your receipt and paid to Colorado state.

Retail Delivery Fees will be listed in “Order Summary” when checking out which is separate from shipping fee. If you need more information, please kindly check the link below for more information:

https://tax.colorado.gov/retail-delivery-fee

Return & Refund:

1. What is your return policy?

If you’re not 100% satisfied with the items you received, we want to make it right! We will accept returns postmarked within 30 days from the purchase date. We will send you a prepaid USPS shipping label upon request. Shipping fee will be automatically deducted from the full refund amount.

Note: Items must be returned in unused condition with the original packagings. We do not accept returned items that are worn, damaged, washed or altered in any way. Certain items are not qualified for returns, please check the non-refundable items in our return & refund policy page. Please note that shipping fees are non-refundable.

2. What if I received a defective or incorrect item?

If there are mistakes with your order, or products arrive defective/damaged, we’ll either replace the product or issue a refund. We’ll cover the cost of any return shipping caused by Square-case.com. If the product is not defective, return shipping fees will apply.

Note: If you have any issues with your return, you must contact customer service within 120 days from your purchase date. Please do not include non-Square-case.com items by accident in your return package. We will not be responsible for sending those items back to you.

3. What is your refund policy?

Refunds will be processed within 7 days after we receive your package. Your refund will be issued to your original method of payment. Unfortunately, due to current situations, your refund will require an additional 35 days to process. Thank you for your patience and understanding. Shipping fees are non-refundable.

Note: If you have any issues with your return, you must contact customer service within 120 days from your purchase date.

Payment & Promos:

1. Pay With Credit/Debit Card

If you choose to pay with a credit or debit card, you will first need to fill your shipping address, and then card info filling field will appear in the next page.

When you pay with a credit or debit card, you need the name printed on the card, the card number, the month and year the card expires, and the 3-digit or 4-digit security code.

This information, along with the billing address for the credit card, must be entered during the purchase process.

We accept the credit/debit cards listed above.

Please note that Square-case.com does not save your credit/debit card number or personal information entered into the payment fields when you make a payment. For questions regarding your transactions on your credit/debit card, please consult the bank that issued your credit/debit card.

2. Pay With Paypal

When you choose to pay for an order via PayPal you will be redirected to the PayPal payment page, where you can log in with your PayPal username and password. If you do not have a PayPal account, or if you do not want to use your PayPal account, you may still pay via PayPal, by clicking on the “Pay with Debit or Credit Card” option on the PayPal payment page, and you will be redirected to a secure page where you can first enter your email address and then enter your credit card information to complete your payment safely via PayPal.