FAQs

Shipping destinations

• We ship  worldwide except  a few countries in Africa due to high cost of shipping compagnies in these countries. Basically the shipping cost is above the value of the product.

Shipping times:

• Orders take about 4 weeks to be delivered via International carriers ( ESMS, Fedex, UPS, Poste Office, Purolator ...) 
• Shipping time might vary depending on location, shipment method and other factors.
• In peak seasons (Thanksgiving through the end of December or other seasonal sales), please allow 3-5 business days for your order to process. Upon shipping, you will be notified by email with a tracking number.

Shipping cost:

• All orders  have free shipping.

Payment Method

• You can select your preferred payment method at checkout.
• We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.
• Note that additional exchange fee may apply if your currency is other than CAD dollars.

Return & Refunds Policy

Your 100% satisfaction is important for us. We offer a 30-days Returns & Exchanges Policy:

• If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
• Timing: we have a 30-days Return & Exchange Policy, since the day item was received.
• To be eligible for a return, item must be unopened, and accompanied by proof of damage via a photo email to contact@pincase.com.
• For returns, please email contact@pincase.com with the subject 'Returns' and include your order number, name and the reason for the return.
• Our staff will provide you with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
• Please note that customers are responsible for shipping costs of returned items.
• When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
• If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

Placed an order

• Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 2 business days.

• If you need to change or cancel your order, be sure to get in touch with us immediately at contact@pincase.com. Once our warehouse has processed your order, we will be unable to make any changes. 

Our support team is always happy to guide you at any step! 

International taxes

• International taxes might be applied depending on your country's taxes policy.
• Customs duty is calculated as a percentage of the customs value of the goods:
• The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

1. The customs value is made up of
2. The price paid for the goods
3. The insurance cost
4. The shipping cost