Where can I find my order status and tracking information?
Your order confirmation page, which was emailed to you when you placed your order, will have the most recent shipping and tracking information available. Please refer to your order confirmation page before contacting Hard Candy Cases.
I ordered my iPad case months ago. Where is it?
Please check if your case is still on pre-order. If your case is still on pre-order, it will not ship until the availability date specified on the product page.
If your case is shipping, we sincerely apologize for any inconvenience that delayed delivery may cause. We're working really hard to get your case to you! But design tweaks, customs regulations, and other quirks of doing business overseas sometimes mean we don't receive our shipments when we expect them. Trust us, we're working as quickly and thoroughly as we can to make our customers happy. We keep our product pages updated with the latest shipping information on each of our cases. Please check your case's product page for more information on when your case will ship.
I ordered my case today. Why didn't it ship today?
Unfortunately, our warehouse stops retrieving, processing, and packaging orders in the afternoon, before the pickup window. If your order was placed after 1PM PST, it will most likely be shipped out the following day. We apologize for any inconvenience that this may cause.
Will my iPad Sleek Skin or Street Skin fit inside of the Hard Candy iPad Bubble Sleeve or Hard Sleeve?
Yes, if you remove the adjustable rubber feet that come with the Bubble Sleeve and Hard Sleeve, your iPad with a Sleek Skin or Street Skin installed will fit inside of the Hard Candy Cases iPad sleeve.
Duties, Customs, and Taxes; who pays?
Items being shipped outside the USA will be subject to import duties, taxes, and tariffs as imposed by the country the product is being imported to. The customer (the person importing the product) is responsible to pay the import duties and taxes incurred by customs when the product reaches the country of destination. Hard Candy Cases is not responsible for any duties, taxes, or tariffs incurred by the importation of products into countries other than the USA. The customer is responsible to pay all duties, taxes, and tariffs as billed by the courier and imposed by the customs and import department of their respective country. If you have any questions about our International Shipping Policy, please contact customerservice@hardcandycases.com. Once again, Hard Candy Cases is not responsible to pay the import duties, taxes, or tariffs imposed when ordering or importing products into countries other than the USA. Hard Candy Cases is required by law to declare full value (purchase price) of the product on any waybills or customs documentation. We cannot declare a lower value on your package than the purchase price that you paid. Thank you for your understanding.
Hard Candy Cases Sales and Shipping Policy
Shipping Options
Hard Candy Cases offers Seven shipping options:
- FedEx Standard Overnight - Products shipped prior 1:00 PM (PST) are normally delivered by 3:00 PM local time (1) day after shipment.
Standard Overnight is Mon-Fri. We do not deliver on Saturdays. - FedEx 2-Day -Products shipped prior 1:00 PM (PST) are normally delivered by 4:30 PM local time (2) days after shipment.
- FedEx Ground - Products shipped prior to 1:00 p.m. Pacific time are normally delivered by 4:30 p.m. local time within (5) business days after shipment, depending on location.
- FedEx Int. Ground (CA) - Orders being shipped to Canada are normally delivered with (6) business days after shipping.
- FedEx Int. Economy (CA) - Orders being shipped to Canada are normally delivered on the (3) business day after shipping prior to 4:30 PM.
- FedEx Int. Priority (CA)- Orders being shipped to Canada are normally delivered by 3:00 PM local time (1) day after shipment.
- FedEx International - Orders being shipped to countries other than the US and Canada are normally delivered by 3:00 PM local time (6) business days after shipment.
Remember that these estimates are for time in transit only, and that they do not apply until the product leaves Hard Candy’s warehouse. As the delivery of your order is beyond Hard Candy’s control once your order leaves Hard Candy’s facilities, Hard Candy cannot assume liability for late deliveries, regardless of the delivery method you specify.
Undeliverable Packages: Occasionally packages are returned to Hard Candy Cases as undeliverable. When the carrier returns an undeliverable package to Hard Candy, please contact Hard Candy Cases to make arrangements for re-shipment.
Failed Delivery Attempts: Most of Hard Candy Cases’ carriers make three attempts to deliver a package. After three delivery attempts, the carrier will return the package to Hard Candy Cases.
Order Processing
The estimated shipment date on your order is based on product availability, payment processing time, and warehouse processing time and does not include transit time. Hard Candy Cases does not begin payment processing until Hard Candy Cases receives all of the information that it needs and full payment or a full authorization, in the case of credit card.
Hard Candy Cases will begin payment processing for orders placed on weekends or holidays on the next business day. Business days are Monday through Friday, excluding federal holidays. Please allow at least 12-24 hours for order processing. All PayPal orders (including pre-orders) will be charged when the order is placed. Pre-orders placed with a credit card will not be charged until the order ships.
Your order for in-stock items that are eligible for same-day shipping must be received before 1:00 p.m. Pacific time, pending payment processing, for there to be adequate remaining time in the day for your order to be dispatched.
Return Policy
If you purchase a product directly through Hard Candy Cases: www.hardcandycases.com, you may return the product if you are dissatisfied with it, and Hard Candy Cases will refund the amount paid for the returned product. Non-defective refund requests must be made directly through Hard Candy Cases. All non-defective products must be returned within thirty (30) days of the date of original purchase and include proof of purchase. Please consider this time frame including the transit time it will take to reach us.Please contact customerservice@hardcandycases.com for instructions on returns.
You must include a copy of the original sales receipt for the returned product. Incomplete returns will not be accepted. Hard Candy Cases is not liable for products that are damaged, sent improperly, lost due to postal error or do not reach us. We will also not accept returned items that, at our discretion, have been worn, misused, broken, or damaged due to improper installation. We recommend that you ship products to Hard Candy Cases insured for the full retail value and able to be tracked. Customers outside the United States are responsible for paying customs fees, including, but not limited to, taxes, duties and brokerage. Once Hard Candy Cases recieves your returned product (usually within 7-10 days) you will be issued a refund less the original shipping fees.
Please Note Hard Candy Cases does not control when your specific credit card company processes a charge back transaction. You are responsible for contacting your credit card company if you have questions about the status of the charge back.
Contact Customer Service
Please refer to your order number when you email or call us for quicker response.
EmailCustomerService[at]HardCandyCases.com
Phone
877-846-4425, Option 2
