Instant answers to our most popular customers questions.
What materials are your cases made from?
Our cases are made from FirmFlex™, a hybrid TPU & PC material providing a mix between hard plastic and soft silicone. Additionally, our full print cases include a velvet interior which prevents interior scratches. Each pattern is then laser printed for the high detail.
How protective are your cases?
Our cases feature the most important protective features, while providing minimal bulk. Each case has a 2-3mm raised front lip for screen protection and fully covered bumpers with shock absorbing technology. Additionally, our full print cases include a velvet interior which prevents interior scratches. Please view the images on any product page to learn more.
My Charging Case isn't working correct?
No worries! We have a dedicated support page just for our ReCharge cases, view now
When will a specific item be restocked?
To be notified of a product restock, simply go to the product page and click "Email Me When Back In Stock".
My case's bumpers are dirty, how can I clean them?
The rubber sides may become discolored when exposed to excessive dirt or dyes. We suggest removing your phone from the case and firmly scrubbing the bumpers with a warm, soapy cloth.
My case's buttons are too tight, how do I fix it?
When receiving a new case, buttons can be a bit stiff due to the reinforced bumper protection. Please stretch the bumpers where the buttons are and hold it for 15 seconds. Try this a few times and it will then work perfectly!
My item was damaged upon delivery. What do I do?
If your item has arrived damaged or incorrect, please contact us within 48 hours of the item's arrival for a resolution.
How can I edit my order after placing it?
Since orders usually ship within 24 hours, orders changes are not guaranteed and are needed ASAP after placing your order. Contact us here.
How do I use a discount code or gift card?
Add the item(s) to your cart, click checkout, and click the drop down on the next page, "Have a coupon code?". Then, type in the code and click apply.
When will my order ship? It's been 24 hours.
If you ordered Sunday - Thursday, your order will ship the next business day. If you ordered after 1pm EST on a Friday, your order will be shipped the following Monday or Tuesday, depending on the volume of orders received over the weekend. Please allow additional processing and shipping time for weekends, holidays, sales, pre orders, and new releases.
How long does shipping take?
If you selected free US shipping, orders ship USPS first-class within 1 business day and take 3-5 business days to deliver, dependant on your location. You can view our shipping options and estimates here.
Do you ship internationally?
We sure do! You can view our international shipping options and estimates here.
How do you ship orders to the UK & EU?
To get your order to you, we've partnered with Passport shipping and they will be the seller for all orders to the UK under $135 and orders to the EU for $150 and under. VAT fees will be paid at checkout for all orders.
My order says delivered, but it hasn't. What do I do?
This happens from time to time as the carrier may have prematurely marked the package "delivered" before its arrival or delivered to the wrong location. We recommend checking with your neighbors and the local postal office first. If it's not found within 3 days after marked "delivered", please let us know here.
Why hasn't my tracking link been updated?
Sometimes tracking links don't update daily, and can take 48-72 hours to update. If it hasn’t updated, don’t worry. Your package is still on it’s way to you and should update soon! If you do not see updates for more than 72 hours, please contact us here.
What carriers do orders ship with?
Orders will ship via USPS First Class, USPS Priority, or USPS Priority International.
Where does Velvet Caviar ship from?
Orders are shipped from our facility in Salt Lake City, Utah.
What is the returns & exchange policy?
You can view our policy here.
How do I process a return or exchange?
Please review our policy and follow the instructions here.
How soon will I get my refund or exchange?
Refunds and exchanges will take 5-7 business days to be processed after the item(s) have been received. You'll receive a confirmation email once the process is completed.
What does the 1 year warranty cover?
You can view our warranty information here.
How do I process a warranty claim?
Please fill out the warranty form here.
Can my warranty claim be replaced with a different item?
Our warranty covers replacements for the same item only. However if we no longer have the same item in stock, you can exchange for a different design of equal price. If you'd like to file a warranty claim, please fill out the form here.
Still have a question? Contact Us