FAQ

  • My case has finally arrived but it doesn't fit my phone.

Please check your order if it matches the exact model of your phone. We currently offers phone cases compatible with the most common, generic, or international version of smartphones. It may not fit to the specific carrier version phones. For example, our Xperia Z3 cases will not fit to the Xperia Z3v phone (which is a Verizon version of Z3 phone). Please check and compare your phone model and dimension appropriately before purchasing. All orders that was incorrectly made by customers are not eligible for a replacement or refund.

If you have been convinced that you have chosen the right model but the case you received doesn't match with your phone, please contact us.

 

  • Can you send my order as a gift?

Sorry, we cannot gift-wrap your order as a gift package, or include any personalised message.

 

  • I never received any confirmation e-mail after ordering/registering.

Please check your Spam box 99% of the time, you will find it there. It's also possible that you entered the wrong email address. All email confirmation and notification are sent automatically. If you still have the problem, please contact us : sales@eternalcase.com

 

  • I never received any shipment notification of my order.

See the above answer.

 

  • When will I receive my item?

It depends on the date of your orders and the shipment method you choose. Our products are solely made-to-order. Orders made on business days will be processed in the same day, while orders made on the weekend will be processed in the next business day. Orders typically need 1-3 business days for printing and packaging before it get ready to be shipped. Please refer to our shipping information page for more details.

 

  • My tracking code can't be tracked!

All tracking codes provided may not be immediately traceable. Please allows a few moments for tracking code to be live and traceable. Tracking codes can be tracked on USPS (for US destination only) or PostNL (for destination outside the US). If you find out that the tracking code cannot be tracked in more than 2 days, please contact us.

For international orders, you can use our handy tracker tool below to track your package.

 

  • My package never arrived!

It could happen because of several reasons: the destination address is wrong, or the customers didn't answer phone calls from courier, or the courier cannot reach customer's address. Undelivered packages usually will be returned to us. Please contact us to arrange a reshipment of undelivered packages.

We recommend customers to fill out phone numbers on purchases. Phone numbers will be used for delivery purposes only. We promise we won't sell, trade, or using phone numbers for marketing purposes.