Frequently Asked Questions
Q: What types of products does Case-Mate manufacture?
A: At Case-mate, it is our goal to make high-quality protective leather cases at an affordable price. As our engineers and designers extend the product line, we intend to preserve the highest level of craftsmanship integrating our designer’s ideas and our customer’s requests.
Q: What type of protection do Case-mate products offer?
A: Our patent pending design combines the unparalled protection of an injection molded, impact resistant plastic shell and rich, genuine leather that when marked or scuffed polishes easily. The result is a case that guarantees full protection against fingerprints, dirt, dust and scratches.
At Case-mate, we are always seeking out the most durable materials to construct innovative products. We design each product with function in mind and with complete access to all controls and features of your MP3 player, laptop or mobile phone products.
Our products are made just one at a time entirely by the hands of trained artisans. Here, there are no assembly lines and no conveyor belts; just talented individuals who take pride in what they do. With precision and accuracy, they carefully create exquisite cases using as many as 16-painstaking steps. The making of Case-mate products is indeed an art. Over the past year, we have built a fine team of craftsmen whose workmanship is unsurpassed.
Q: What types of leathers does Case-mate use?
A: Napa leather and Italian Pebblestone leather are the only two types of leather used in Case-mate products.
Napa leather is a supple, yet durable leather that polishes easily with a soft cloth. Italian Pebblestone leather is a textured, more rugged leather that looks better the more it is used. This classic leather is used in our contemporary product lines creating a luxurious look and feel.
We select premium full-grain sheep hides from the world's most respected tanneries and finish them with pure vegetable extracts allowing the individual character of each hide to be expressed in its most natural form. Our leathers are refined enough to suggest impeccable taste and elegance, yet rugged enough for those seeking a decidedly robust aesthetic.
As you might expect, we go to great lengths to preserve the smell, supple feel and natural hide variations of the leather.
Q: Does Case-mate guarantee its products?
A: Our guarantee is as firm as our commitment to produce the highest quality products. All Case-Mate products are fully guaranteed against defects in materials or workmanship.
If you are not fully satisfied with the product, you may return it within the first 30 days after the delivery date for a full refund (S&H not included). However, our guarantee is not for the life of the product.
As with most products, Case-mate products are not indestructible. Therefore, our guarantee does not cover product damage that may result from normal wear and tear, airline mishandling, or misuse or abuse of the product. Product sold “As-is” or “Discontinued” are not covered by the Case-mate warranty. Case-mate reserves the right to deny the return or refund of any product by any customer for any reason.
Q: How do you recommend I care for the leather?
A: For cleaning surface dirt: use a clean, slightly damp cloth free of chemicals or cleaning solutions to wipe clean.
For minor scuffs: Lightly rub the marks with your fingertips.
For tougher marks: Any common leather care solution (available at most grocery stores, shoes stores and leather goods stores) can be used as a cleaner and as a conditioner. Apply a small amount of solution onto a clean, dry cloth and rub gently into the leather. Work in even strokes to achieve a uniform appearance. When dry, gently buff the leather with a clean, dry cloth.
Shipping Policy
All in-stock items will ship within 1-3 business days unless otherwise stated on the product page (this policy is applicable to all shipping methods).
Case-mate does not ship partial orders. Please place separate orders if any item in your cart is on backorder and you do not wish to wait for the backordered item to arrive before your order is shipped.
At the time of Checkout, you will be asked to choose a shipping method, provide a postal code and country of destination. This is so that we can let you know before you order what the actual cost of shipping your item is. Below is a brief summary of our shipping options. If you have any questions, please contact Customer Service Department at: support@case-mate.com
FedEx only delivers on business days. Business days are Monday-Friday, excluding holidays. There are no weekend deliveries. USPS is used for APO, FPO, and replacement orders.
Shipping if you live within the 48 Contiguous US States only:
- FedEx Ground - $3.00 Flat Rate (not available to Hawaii, Alaska, or Puerto Rico-see below)
- FedEx Express Saver
- FedEx 2nd Day Air
- FedEx Overnight
Shipping if you live in ALASKA, HAWAII, GUAM & PUERTO RICO only:
- FedEx 2nd Day Air
- FedEx Overnight
Shipping to APOs & FPOs
- Orders placed by military personnel for delivery to APOs or FPOs will be sent via US Priority Mail service and charged by weight plus a small handling fee, with a minimum charge of $5.50. (Please direct any inquiries you may have to our customer service department at support@case-mate.com.)
Shipping INTERNATIONAL (INCLUDES CANADA & MEXICO). Note: Case-mate will not process International orders placed where the billing address and the shipping address do not match.
- FedEx International Priority
- FedEx International Economy
Case-Mate no longer ships to Russia due to their customs restrictions. Please visit http://www.case-mate.ru
Please Note for all International Orders:
- Case-mate will not process International orders placed where the Bill-To and Ship-To addresses do not match.
- Case-mate does not ship partial orders.
- In the case of all international shipments, the recipient is responsible for all Customs Duties and Taxes levied by the country of destination.
Return Policy
At Case-Mate, we pride ourselves in Customer Satisfaction Guarantee. You may return any item(s) purchased from this web site for any reason within the first thirty (30) days from the date of delivery. Any orders returned and received after 30 days from the delivery date are subject to exchange only. We will gladly exchange your product or give you a full refund (excluding the shipping cost), whichever you prefer. We do not charge re-stocking fees. Your only cost for returning the item(s) is the cost of shipping it back to us.
Unfortunately, products that have been personalized may not be returned or exchanged.
If you would like to return or exchange an item, please email support@case-mate.com for a Return Merchandise Authorization number (RMA#). Any packages returned without a RMA# are subject to being returned to sender.
Case-mate is not responsible for lost or damaged shipments. We recommend you insure all returns.
The returned merchandise must be sent back in its original packaging and returned in the same condition as when sold to you, including all packaging, parts, accessories, manuals, and documentation. The returned item(s) must be repackaged properly so that it is not damaged during shipping.
Case-mate will at its discretion replace the unit and ship it to you postage paid.
If your product is defective, please contact our Customer Service Department, and we will be glad to help you.
Warranty Policy
Case-mate offers a 90 day limited warranty on all products sold.
All Case-mate products are fully guaranteed against defects in materials or workmanship. Our guarantee does not cover product damages that may have result from normal wear and tear or misuse/abuse of the product. Case-mate will not be liable for any indirect, incidental, or punitive damages arising from the use of this product.
Product replacements do not in any way extend the warranty and void any current warranty.
If you did NOT purchase your Case-mate product from this website and you wish to return it, you must contact the retail outlet or reseller where the original purchase was made. The warranty policy defaults to the policy at the retailer with whom you purchased the item(s). We do not honor products that were sold on eBay, despite the warranty terms of the seller.
Case-mate cannot accept returns of products purchased through a reseller or distributor.
