FAQ
Last Updated: August 31, 2026
Welcome to the RICASE FAQ.
Here you can find answers to common questions about pricing, shipping, orders, returns, payments, products, discounts, privacy, and customer support.
If you cannot find the answer you need, please contact us at sales@ricase.com.
Pricing, Taxes & Duties
Are there any hidden fees?
No. RICASE is committed to transparent pricing.
The product price and any applicable shipping charge shown during checkout represent the amount you are expected to pay for your order. We do not intentionally add hidden handling or surprise delivery fees after checkout.
Are sales taxes included in RICASE product prices?
Yes. Under our current store pricing and tax configuration, applicable US sales taxes are included in the product prices displayed on our website.
Will I have to pay import duties or customs fees when my order arrives?
No.
If an eligible US order is fulfilled from one of our overseas fulfillment facilities, RICASE covers the applicable import duties, import taxes, and customs-related charges associated with the original shipment.
You should not be required to pay additional import duties or customs fees upon delivery.
Why might my shipping charge be different depending on my address?
RICASE provides free standard shipping to the 48 contiguous US states .
Orders shipped to Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands, American Samoa, or the Northern Mariana Islands are subject to shipping charges.
The applicable shipping fee will be displayed during checkout before you complete payment.
Shipping & Delivery
Do you offer free shipping?
Yes.
RICASE provides free standard shipping to the 48 contiguous US states , with no minimum purchase requirement.
Alaska, Hawaii, and supported US territories do not qualify for free shipping and are subject to the shipping charge displayed at checkout.
Do you ship to Alaska and Hawaii?
Yes.
We currently support shipping to Alaska and Hawaii, but these destinations are not included in our free shipping offer. Applicable shipping charges will be shown at checkout.
Do you ship to US territories?
Yes, we currently support eligible shipments to:
- Puerto Rico
- Guam
- US Virgin Islands
- American Samoa
- Northern Mariana Islands
Shipping charges apply to these destinations and will be displayed at checkout.
Do you currently ship internationally?
RICASE currently focuses on shipping within the United States and supported US territories.
General international shipping outside these destinations is not currently available unless a shipping option is specifically presented during checkout.
How long does order processing take?
Orders are normally processed within 1–2 business days after successful payment.
Processing generally begins on the next business day after payment is received.
Weekends and applicable US public holidays are not normally counted as business days.
How long does shipping take?
After your order has been dispatched, standard delivery to most eligible US addresses is estimated to take approximately 4–6 business days .
Remote or less accessible destinations may require additional delivery time.
Processing time and shipping time are separate.
Are delivery times guaranteed?
No.
All delivery timeframes are estimates rather than guaranteed delivery dates.
Carrier delays, severe weather, holidays, customs procedures, seasonal shipping volume, transportation disruptions, and other circumstances outside our reasonable control may occasionally affect delivery times.
Do you offer expedited or express shipping?
Not at this time.
RICASE currently offers standard shipping only.
Where does RICASE ship orders from?
Depending on inventory availability, destination, and fulfillment requirements, your order may be shipped from either a US fulfillment facility or an overseas fulfillment facility .
Can one order arrive in multiple packages?
Yes.
Products from the same order may occasionally be shipped separately if they are stored at different fulfillment locations.
Separate packages may ship and arrive on different dates.
You will not be charged an additional standard shipping fee simply because RICASE divided your order into multiple shipments.
Will I receive tracking information?
Tracking availability depends on the shipping carrier and fulfillment method.
When tracking information is available, it will normally be sent to the email address used to place your order after your package has been dispatched.
Why hasn’t my tracking information updated?
Tracking information may take some time to update after a shipping label is created.
The carrier must first receive and scan the package.
If your tracking information has not updated for an extended period, contact sales@ricase.comand include your order number.
What should I do if tracking says “Delivered” but I cannot find my package?
First, please check your mailbox, parcel locker, front door, building reception, front desk, household members, neighbors where appropriate, and any location mentioned in the carrier’s delivery notes.
If you still cannot locate the package, contact us at sales@ricase.com.
We may open an investigation with the shipping carrier.
If the carrier confirms that the shipment was lost for reasons not attributable to the customer, RICASE will provide a replacement at no additional cost.
What happens if my package is lost in transit?
If the shipping carrier confirms that your package was lost in transit for reasons not caused by an incorrect address or another customer-related issue, RICASE will provide a free replacement .
Shipping Addresses
Can I change my shipping address after placing an order?
Contact us as quickly as possible at sales@ricase.com.
If the order has not yet entered fulfillment or shipment, we will make reasonable efforts to update your address.
Once fulfillment or shipment has started, we cannot guarantee that the address can be changed.
What happens if I entered the wrong address?
Customers are responsible for providing complete and accurate shipping information.
If an incorrect or incomplete address causes a package to be undeliverable or returned, the customer may be responsible for the resulting return shipping, customs, carrier, or related logistics charges.
Any applicable costs may be deducted from an eligible refund after the returned package is received and inspected.
What happens if I refuse delivery or do not collect my package?
Packages returned because of refusal, failure to collect, failure to receive delivery, or another customer-related reason are generally considered the customer’s responsibility.
Applicable return shipping, customs, carrier, or logistics costs may be deducted from the eligible merchandise refund.
Do you ship to PO Boxes?
Availability depends on the shipping carrier and fulfillment method.
If you need delivery to a PO Box, please contact sales@ricase.combefore placing your order if you are unsure whether your address is supported.
Do you ship to APO or FPO addresses?
Support for APO and FPO addresses depends on the shipping carrier and fulfillment method.
Please contact us before ordering if you need confirmation.
Orders & Cancellations
Can I cancel my order?
You may request cancellation while your order has not yet entered fulfillment or shipment .
Contact us as soon as possible at sales@ricase.com.
Submitting a cancellation request does not guarantee cancellation because orders may enter fulfillment shortly after payment.
Can I cancel an order after it has shipped?
No.
Once an order has entered fulfillment or shipment, it can no longer be directly cancelled.
After receiving the order, you may request an eligible return under our 30-Day Return & Refund Policy .
Can I change the model, color, or style after ordering?
Contact us as soon as possible.
If your order has not entered fulfillment, we may be able to update the selected model, color, or style.
Changes cannot be guaranteed once processing or fulfillment has begun.
Will I receive an order confirmation?
Yes.
After a successful order is placed, an order confirmation will normally be sent to the email address provided during checkout.
Please make sure your email address is entered correctly.
Returns, Refunds & After-Sales Support
What is your return period?
Eligible products may be returned within 30 calendar days after delivery .
Return requests submitted after the 30-day period are generally not accepted unless otherwise required by applicable law.
What condition must a returned product be in?
For a customer-requested return, the product must generally be:
Unused, free from scratches or stains, free from customer-caused damage, and returned with substantially complete original packaging and included accessories or components.
What if I ordered the wrong iPhone model, color, or style?
Choosing the wrong phone model, color, style, or product variation is considered a customer-requested return rather than a RICASE fulfillment error.
The item may still qualify for return within 30 days if it meets our return eligibility requirements.
The customer is responsible for applicable return shipping and related return costs.
Who pays return shipping for a change-of-mind return?
The customer is responsible for return shipping costs when the return is not caused by RICASE.
Where RICASE arranges the return shipment, the actual applicable return shipping amount may be deducted from the refund.
Who pays return customs or import-related costs?
For customer-requested returns, applicable return customs duties, import charges, or similar return-related expenses are the customer’s responsibility and may be deducted from the eligible refund where applicable.
What is considered a RICASE responsibility issue?
RICASE responsibility generally includes situations such as:
Receiving the wrong product, wrong model, wrong color, a product with a manufacturing defect, or a product damaged during transportation.
If you believe there is a fulfillment or product problem, contact us promptly.
What should I do if my product arrives damaged, defective, or incorrect?
Contact sales@ricase.comwithin 7 calendar days after delivery .
Please provide:
Your order number, clear photographs of the product, photographs of the outer packaging, and a photograph of the shipping label when requested.
After verification, RICASE will normally provide a replacement at no additional cost.
What if a replacement product is out of stock?
If we confirm that RICASE is responsible for the issue and the affected product cannot be replaced because it is unavailable, we will issue a refund for the affected product.
Do you offer direct exchanges?
No.
RICASE does not currently provide direct exchanges for customer-requested changes.
If you would like another model, color, or style, please complete an eligible return and place a new order.
Can Sale items be returned?
Yes, unless the product was clearly identified as Final Sale before purchase.
Final Sale products are not eligible for customer-requested returns, except where the product arrives defective, damaged, incorrect, or applicable law requires otherwise.
Can personalized or custom-made products be returned?
Personalized or custom-made products generally cannot be returned because of a change of mind.
If the customized product arrives damaged, defective, or incorrectly made because of a RICASE error, please contact us.
How long does a refund take?
After we receive and inspect an eligible returned product, an approved refund is normally initiated within 3–7 business days .
How will I receive my refund?
Approved refunds are normally returned to the original payment method used for the order.
After RICASE issues the refund, additional processing time may be required by your bank, PayPal, card issuer, or other payment provider.
Payments & Security
Is it safe to pay on RICASE?
Yes.
RICASE uses HTTPS/SSL encryption and secure third-party payment processing services to protect checkout transactions.
What payment methods do you accept?
Available payment methods may include:
Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, and Google Pay.
The specific methods available to you may depend on your device, browser, location, and payment provider and will be shown during checkout.
Which payment platforms does RICASE use?
RICASE currently uses WooPayments and PayPal for supported payment processing.
Does RICASE store my complete card information?
RICASE does not directly store customers’ complete payment card details.
Sensitive payment information is processed securely by the applicable third-party payment provider.
Why did my payment fail?
Payment failures can occur for several reasons, including incorrect card information, billing address mismatches, bank security restrictions, insufficient authorization, network problems, or temporary payment provider issues.
Please try checking your billing information, verifying your card details, contacting your issuing bank, trying another available payment method, waiting briefly and trying again, or contacting us at sales@ricase.com.
Products & Phone Models
What does RICASE currently sell?
RICASE currently focuses on iPhone cases .
Do I need to select my exact iPhone model?
Yes.
Please select your exact phone model before completing checkout.
Your case will be produced or fulfilled according to the model selected in your order.
How can I check which iPhone model I have?
On your iPhone, go to:
Settings → General → About → Model Name
Check the Model Name before selecting your case.
Are the camera cutouts shown in product images exact for every model?
Product images and device cutouts may be used for illustration.
The actual case shipped will correspond to the specific phone model selected during checkout.
Always confirm your model before ordering.
Are all RICASE cases MagSafe compatible?
No.
Features vary by product.
Some cases may support MagSafe while others may not. Please review the product description and specifications before purchasing.
Will the product color look exactly the same as it does on my screen?
We make reasonable efforts to display product colors accurately.
However, slight differences may occur because of screen settings, lighting, photography, manufacturing batches, or other display conditions.
Are materials and features the same for every RICASE case?
No.
Product specifications, materials, construction, and features vary by product.
Please review the individual product page before purchasing.
Stock & Restocks
Will sold-out products be restocked?
Many popular products may be restocked periodically.
However, restocking is not guaranteed for every design.
How can I find out about restocks?
You can follow RICASE through our Instagram and TikTok channels, check the website for updates, or contact our customer support team.
We may also announce selected restocks through website notifications.
Do you offer pre-orders?
Not at this time.
RICASE currently does not generally accept pre-orders unless a product is specifically identified as available for pre-order.
Newsletter & Discounts
Do new subscribers receive a discount?
Yes.
New eligible RICASE newsletter subscribers can receive 10% off their first order .
The applicable welcome offer or promotional code will be provided through the subscription experience or welcome email.
Do you offer a minimum-spend discount?
Yes.
Eligible customers can receive:
$4 OFF ORDERS $30+
Use code:
SAVE4
subject to the applicable promotion terms.
Can I use the new-subscriber discount and SAVE4 together?
No.
The new-customer discount and SAVE4cannot be combined on the same order.
Can coupons be used on Sale products?
No.
Sale products are not eligible for additional coupon discounts unless RICASE specifically states otherwise for a particular promotion.
How often can I use promotional codes?
The new-subscriber/first-order offer is limited to one use per eligible customer .
The SAVE4promotion may be used multiple times by an eligible customer while the promotion remains active and the order satisfies its conditions.
Can I unsubscribe from RICASE emails?
Yes.
You may unsubscribe from marketing emails at any time by using the unsubscribe option provided in our marketing communications.
Privacy & Cookies
Does RICASE use cookies?
Yes.
We use necessary cookies to support important website functionality such as shopping cart, checkout, account, security, and session features.
Do you use analytics or advertising cookies?
RICASE may use analytics and advertising technologies as our website and marketing services develop.
Where applicable law requires consent, non-essential analytics or advertising cookies and pixels will be activated only after the required consent has been obtained.
Does RICASE currently use Google Analytics?
Our analytics configuration may change as the website develops.
Please refer to our current Privacy Policy and Cookie settings for the most up-to-date information about analytics technologies in use.
Do you use Meta Pixel or TikTok Pixel?
RICASE may introduce advertising technologies such as Meta Pixel or TikTok Pixel as our marketing operations develop.
Where consent is required by applicable law, applicable non-essential advertising tracking will be handled through our consent settings.
Where can I learn more about my privacy?
Please review our Privacy Policy and available Cookie Settings / Cookie Policy for more information about how RICASE handles personal information and cookies.
RICASE Account & Order Tracking
Do I need an account to place an order?
No.
RICASE supports Guest Checkout , so you can place an order without creating an account where the option is available.
What can I do through My Account?
A RICASE account may allow you to:
View your orders, manage saved addresses, and review or update applicable account information.
Do you have an Order Tracking page?
Yes.
You can use our Order Tracking page to check eligible order information.
Can guest customers track their orders?
Tracking availability depends on the shipping carrier and fulfillment method.
When tracking information is available, shipping information may be sent to the email address used during checkout. Guest customers may also use the available Order Tracking functionality where applicable.
Contact RICASE
How can I contact RICASE?
For order, product, shipping, return, or other customer service questions, contact:
Email: sales@ricase.com
When can I contact customer service?
You may email us at any time.
Customer service inquiries are generally answered within 1–2 business days .