Frequently Asked Questions
Production, delivery, personalized cases, returns, and the details that make ordering easier.
Where does my order ship from?
Free shipping on every order. U.S. orders ship from our U.S. warehouse, Canadian orders from our Canadian warehouse, and orders to other destinations from China. Delivery times vary by destination.
How long does it take to prepare my order?
Phone case printing takes 2 days, including custom cases. Your case ships after printing is complete. Delivery time is additional and starts when the carrier accepts the package. Accessory processing and shipping information is listed in our shipping policy.
What counts as a business day?
Business days are Monday through Friday, excluding U.S. federal holidays. Delivery estimates and Customer Care response times use business days. Phone case printing takes 2 days and is separate from the delivery estimate.
Is production time included in the delivery estimate?
No. Phone case printing takes 2 days, and your case ships after printing. Estimated U.S. delivery is 1–3 business days after dispatch, starting when the carrier accepts the package. The delivery estimate does not start when you place your order. Delivery dates are estimates, not guarantees, and available services are shown at checkout.
How will I track my order?
We will email tracking information when your order ships. The carrier may take 24–48 hours to show the first tracking update.
How do I choose the correct phone model?
On iPhone, open Settings → General → About and check Model Name. On most Android phones, open Settings → About phone. Cases for different models or generations may look similar but are not interchangeable, so confirm the exact model before ordering.
What should I upload for a personalized case?
Use a clear, high-resolution JPG or PNG with good lighting and enough space around important faces, text, or design elements. Review the phone model, spelling, image placement, orientation, and print layout before adding the case to your cart.
Do I need permission to use my uploaded image?
Yes. You must own the content or have permission to reproduce it. Do not upload protected artwork, logos, trademarks, celebrity images, professional photographs, or images of other people unless you have the necessary rights and permissions.
Will the finished case look exactly like the preview?
The on-screen preview and print-area guides help with positioning, but they are not physical print proofs. Minor differences in color, crop, and placement may occur because screens, materials, phone models, and printing processes reproduce designs differently.
What is the return window?
Eligible, unused, non-personalized items may be returned within 30 calendar days after carrier-recorded delivery. They must be undamaged and in their original packaging. Contact us for authorization before mailing a return.
Can I return a personalized case?
Personalized products are final sale and are not eligible for change-of-mind returns, including when the wrong model, spelling, image, crop, or layout was approved by the customer. If an item arrives damaged, defective, incorrect, or materially different from the approved customization because of our error, contact us and we will make it right.
What if my order arrives damaged, defective, or incorrect?
Email info@casepoppy.com with your order number and clear photos of the item and packaging. Please contact us promptly—ideally within 7 days of delivery—so we can investigate and resolve the issue quickly.
Does my purchase include a warranty?
Yes. Products purchased directly from casepoppy.com include a one-year limited warranty from delivery for eligible defects in materials and workmanship under normal use. Normal wear, cosmetic changes, accidental damage, misuse, and damage to a phone or other property are not covered.
Can I change or cancel my order?
Email info@casepoppy.com as soon as possible. We will try to help, but changes and cancellations cannot be guaranteed after an order enters production or ships. Personalized orders may enter production shortly after purchase.
Does a case guarantee that my phone will not be damaged?
No phone case can prevent every scratch, drop, impact, or exposure. Only rely on protection ratings or compatibility features expressly stated in the Product Details for that case.
Phone case printing: 2 days.
Ships after printing.
Estimated U.S. delivery: 1–3 business days after dispatch.
Printing time is additional.
Eligible returns: 30 days.
Limited warranty: 1 year.