Questions & Answers
Write us an e-mail via the form, or just send us an e-mail directly at.
SEND US A MESSAGE
Ordering
How Can I make changes to my order?
Just send us an email within 12 hours. Please be sure to include your order number! If you want to change your design, please also include the URL or name of the new design. If you want to change the device type, case type or color, please also tell us the details in the email.
Where can I find order confirmation & order invoice?
We will send you an order confirmation email as soon as your order has been successfully placed! You can also log into your account to view your order history and search for your most recent order. If you log into your account after a successful order, you can view the invoice for each order in the order history.
Why can't I receive my order confirmation email?
The order confirmation email may go into your spam/junk folder. Please add our email to your contact list so you don't miss our messages. If you still cannot find your order confirmation email, please email us and we will investigate further.
Does OMGCASE offer free shipping?
Yes, we offer free shipping worldwide.
Do we accept bulk orders?
Yes, we do. Please email us here with more details and we will get back to you.
What if my purchases are missing?
If the tracking says item delivered, please check if the address info is correct and please check your mailbox. Usually orders are delivered to customers' mailboxes. If you can't find the package according to the tracking info, please contact the post office or courier company. If the order is confirmed being mis-delivered by the courier and couldn't be found. Please send us a written file (or screenshot) that can prove the situation. We will then arrange a free reshipment.
In the case of stolen packages, please email us directly for further solutions.
If there's any item missing in the package, please take pictures and contact us ASAP.
Product
Are OMG cases protective?
We offer a huge selection of phone case types and technical accessories that are durable and functional without losing originality. The signature and most popular Impact Case features a dual-layer construction of shockproof material and is military-grade to withstand a 6.6-feet drop impact.
Do OMG clear cases turn yellow easily?
Our Clear Case is made of 65% recycled and plant-based material. It protects your tech device and looks good. The material technology is optimized to prevent yellowing and keep it fresh, so our clear case's service life is longer.
What are the image/text requirements when I design my own case?
We will not conduct any retouching or adjustments to the images you upload. Please follow the guidelines below to avoid expectations that fall short when you receive your printed product(s):
We currently support images in jpg, jpeg, png or gif format
The file size must not exceed 8 MB
Resolution 1200x600px or higher
A photo with at least 8 megapixels or higher
Do not use filters or size compression if possible, it is recommended to use the original image file.
An image exported from Instagram is compressed, so the quality of the image is lower compared to the original file. It is recommended to use the original image file.
If the original file has poor visual quality, enlarging the file through software would not make any difference.
Will the camera lens touch the surface directly if I put my phone on its back?
All of our cases come with a raised bezel so that when you lay your phone flat on the surface, the camera lens is not in direct contact with the surface. For certain cases that don't have raised camera lips, we will send a lens protector along with the case so your camera lens is also well protected.
Will I receive the same product that I see in the picture?
Absolutely. What you see is what you get. For custom phone cases, we produce them strictly based on the design you choose/upload.
Delivery & Shipping
Standard Shipping
Orders will be delivered by the national postal service of the destination country. (For shipping outside the United States, you may be required to sign on the package to receive the item, so please choose an address where someone can be reached during business hours to receive the package. )
Do you ship internationally?
Yes, we offer worldwide shipping! After loading your cart, simply select your country on the checkout page.
How long does it take before my order gets shipped??
We strive to ship your order within 2-4 business days. However, please understand that we may need more time in checking / perfecting your items, especially during the peak season around the end of the year.
Furthermore, the item you ordered may be out of stock, although we do our best to avoid this. We will definitely try to notify you as soon as possible if this happens.
You may notice during the checkout process that the estimated delivery time is exceptionally long. This could be because some products are currently out of stock and are being restocked.
Please contact our customer service if you have any questions about the shipping time.
How long does it take for standard shipping to deliver the package after it has been shipped?
The estimated delivery time shown on the checkout page includes the preparation time until shipment and also the total shipping time. The delivery time can vary greatly from country to country.
Will my package be delivered to my home or to the post office for me to pick up?
Your OMG package will arrive at your home. There may be exceptions that certain cities/areas/countries do not offer door-to-door delivery service, but this is rare.
Import Taxes & Duties
In some countries, import taxes, duties and related customs charges may apply to imports, and the charges are not included in the payments you have made to us. These fees, if applicable, are determined and collected by the customs authority of the destination country. For further details on fees, please contact your local customs office directly.
Return & Exchanges
Can I return my product for a refund?
Sure! We are 100% committed to making you happy. If you wish to return your item, please contact us , grateful if you can provide the reason of return,within 10 days of receiving your order (according to the delivery date on the tracking record, if applicable) and we will provide return instructions in detail! Returns without prior communication with us will not be accepted.
Limitation of Returns & Exchanges on specific products:
Customized products are your unique creative expression. Returns of custom products for reasons other than a OMGCASE error will be subject to a 30% processing fee of the refund amount (after discount/shipping deduction, if applicable).
Shipping charges are not refundable.
If your product(s) is discontinued or out of stock, it may be replaced with a similar option. OMGCASE reserves the right to make the final decisions.
Can I receive a full refund for my order?
Please note that shipping charges are non-refundable. Any discounts associated with a minimum order value cannot be applied once products have been removed from an order. For discounts that are applicable to second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price. Shipping fee may also be applied.
Customized products are your unique creative expression. Returns of custom products that are not due to a OMGCASE error will be subject to a 30% processing fee of the refund amount (after discount/shipping deduction, if applicable).
Returns will be refunded in the original form of payment. PayPal (our credit card settlement service provider) may require some lead time to initiate the refund.
Can I return an item for an exchange instead of a refund?
Sure! Please contact us stating the reason for return within 10 days of receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide you with return instructions in detail! Please note that we only accept a one-time exchange. The price difference (if any) between the original item and the item being exchanged will be charged. If the returned item is a custom made item, a handling fee will be charged. Returns without prior consultation with us will not be accepted.
Do you offer a return label?
Please note that the customer is responsible for all charges associated with the return of items. The customer is responsible for returning packages until they are received by our team. Therefore, it is recommended that the customer take the necessary precautions by using registered and trackable services to return the package.
For online orders, if you would like to return your item for exchange, please contact us with order details (order number, photos/videos of defects and other facts), and we will provide you with a return label.
Warranty Policy
What is your warranty policy?
Our warranty applies only to our own products. It does not extend to other devices (your phone, tablet) or third-party items (skins, chargers, etc.).
Our warranty terms are listed as follows:
1. Our General Defect Warranty covers all defects that are due to manufacturing defects. This does not cover installation failure, wear and tear, and etc.
2. Our Lifetime Replacement Program covers any damage caused by installation failures and daily use.
If any quality problem is found within 6 months, such as breakage, color fading, shape change, etc. We will send free replacement.
If damage occurs within 180 - 365 days, a handling fee of 50% of the order price will be charged for replacement.
Please note that we always require the following information for all products that require any of the insurance services we provide:
Your order number
At least 2 pictures or a video of the item
If you have a problem with your items, please do not throw them away, even if they are no longer usable. We also advise you to keep your receipt or a photocopy of it if you purchased the item from an authorized dealer.
Please note that failure to provide images/videos and valid proof of purchase may result in you being ineligible or unable to utilize any of our policies, or not to its full extent.
