Help / Shipping
**Shipping times will be delayed due to COVID19, orders may take up to 10 Business days to arrive at their destinations.
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.
If you continue to have problems submitting your order after checking this information, you may call us directly at 1 (888) 893-1638 for assistance.
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 email@example.com and we will provide the latest information.
Give us a call at 1 (888) 893-1638 and we'll be happy to assist you.
Which holidays do you observe?
Our office will be closed on the following days:
- New Years Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Friday after Thanksgiving
- Christmas Eve
- Christmas Day
Orders placed on these days may experience a delay in processing. Please allow 1-7 business days to process during the holidays.
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.
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.
I need to change or cancel my order, what do I do?
We make every effort to process your order as quickly as possible. As long as the order has not been processed by our warehouse team, we are able to cancel your order. However, during promotion periods such as Cyber Weekend, we are unable to cancel orders once they have been placed due to the high volume of orders received during this time.
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.
Where can I find Incase products in my area?
Some of our retailers include Apple and Best Buy. You can always check out our store locator for a more detailed list of stores in your area by clicking here. If your local store does not have the case you are looking for, you can order directly from us by visiting Incase.com or can at 1 (888) 893-1638 for more information.
I just got a new device but I don't see any cases for it! When can I get an Incase product for my new device?
We are always hard at work to release cases that are compatible with the newest devices. Give us a call at 1 (888) 893-1638 or email us at firstname.lastname@example.org and we will be happy to let you know when you can expect a case to be available for your device.
If I chose the free shipping option, how will my order be processed?
All shipments with free shipping selected will be processed via USPS First Class Mail. Depending on where you are located, most packages will arrive in 3-7 business days.
How much will it cost to ship my order?
Domestic - You will get exact shipping charges on the site before you complete the checkout process. We offer free shipping via USPS First Class Mail but also have expedited methods if you need to receive your order faster.
International - International shipping rates are typically $15 and up depending on the product/s ordered. Any import fees, customs duties or other taxes are the responsibility of customer and not covered by Incase Designs. Also note we have to declare full retail price on the invoice for customs. We cannot state the discounted price if you used a promo code.
How long does it take to ship?
Depending on when you placed the order, it can take from 1-3 business days before your order gets shipped. Please note that during promotion periods such as Cyber Weekend, there will be a delay in processing orders and will take anywhere from 5-7 business days before your order will ship due to the high volume of orders during this time. Our warehouse is closed on the weekends and on U.S. Holidays.
Domestic: Once your item is shipped you will receive a tracking number and you can track your order online.
Expedited shipping - Available for the US through our website and is calculated before checkout. Pricing can vary depending on location, and the weight/size of the package. Orders received after 12pm PST will be processed the following business day.
International: In most cases it takes from 5-15 days. As we ship via USPS, the product gets handed to your local post office on arrival in your country and as such, delivery times will vary by country depending on the efficiency and expediency of your postal service.
Do you ship to APO, FPO, DPO and PO box addresses?
We ship to all APO, FPO, DPO and PO Box addresses via USPS, which may take up to 15 days depending on location. Unfortunately, we are unable to ship to military addresses or PO Box addresses (domestic or international) via UPS.
Will I have to pay Customs Duty and Tax Charges on my Order?
When ordering from Incase, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), value added tax (VAT), or any similar customs-related fees.
Customs policies vary by country and we cannot determine nor make any guarantees as to whether or not shipments will be subject to customs-related fees. Please contact your local customs office for more information.
Can I use a re-shipping company to deliver my products?
At this time Vinci Brands LLC does not work with re-shipping companies. If you choose to have an order shipped to a re-shipper and then shipped to your location by that company you do so at your own risk. Vinci Brands LLC is not responsible for any lost or damaged shipments once the shipment leaves the custody of our original shipper. If you experience any trouble with a Vinci Brands LLC order that you had shipped to a re-shipper please contact the re-shipper for help with this order.
What is the Incase Return or Exchange* Policy?
- We guarantee all merchandise purchased through incase.com.
- 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.
How do I return an item?
- Pack the item in the original packaging and shipping box, if possible.
- Include the original packing slip or copy of the receipt and reason for the return.
- Print a pre-paid shipping label by clicking the button below.
Then drop off at your local UPS service location. Or, label the package with the following address and ship via carrier of your choice:
- Incase Designs
- Attention: Returns
- 1351 Railroad St
- Corona, CA 926882
- Send your order number and tracking number to email@example.com
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.
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.
How do I file a Warranty Claim?
To file a warranty claim you would go onto www.incase.com/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.
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.
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.
I do not have a computer and cannot get online, how do I process a claim?
Give us a call at 1-888-893-1638 and we will be happy to assist you.
My phone broke while in my Incase case. Will you replace it?
We are sorry to hear that you device has become damaged, but unfortunately we do not have a device warranty on our cases. Please visit incase.com/warranty for complete details).
What happened to the iPhone case and Backpack Releafed program?
Both of the iPhone case and the Backpack releafed programs have ended.
iPhone case has ended as of 02/28/14
Backpack has ended as of 05/30/14
Note: Any iPhone case or Backpack that is postmarked after these dates will be refused or returned to sender.