1. The phone model I wanted was not found?

Currently, our online store only lists mobile phone cases suitable for mainstream mobile phone models of Apple and Samsung.
If you have other needs, please contact us.


2. I don’t want it anymore. Do you support returns?

We have a 30-day return policy and a 180-day quality guarantee, which means you have 30 days after receiving your item to request a return.
Exceptions / non-returnable items
Items ordered incorrectly.
Opened and used items.
Late Return.
Incorrect provided address.
Online customized products without obvious defects.


3. Why do you sometimes have no customer service response?

Please forgive our delayed response. Due to the large number of orders, it may take some time to process the response. You can also send us an email directly or leave a message on the contact us page. We will reply to you within 1 working days.


4. Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

Quick checkout process Easily view your order status and order history Receive updates detailing our new releases and special promotions


5. What payment methods do you accept?

We support a variety of payment methods, including PayPal payment/Apple Pay/Google Pay/Shopify Payment/and mainstream credit cards Visa/Mastercard/American Express/Discover/JCB/Diners Club.


6. How secure is my online order?

Our store is created by Shopify, which is a well-known e-commerce platform. They have taken multiple security measures to protect customers' payment information. They use SSL encryption technology to protect data transmission and comply with PCI DSS (Payment Card Industry Data Security Standard) requirements. In addition, they work with multiple payment providers to ensure the security and reliability of the payment process. Therefore, you can rest assured that your payment information is secure when shopping with us.


7. Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.


8. How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".


9. Can I change my shipping address after placing an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.


10.How long does shipping take & how can I track my package?

The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking number and tracking website.


11. What Do I Do If I Have Missing Items In My Order?

If something is still missing, please contact us immediately at service@individualgift.com.