FAQ's

What happens after I order through the Hard Candy Cases website?

You will receive a confirmation email stating that your order will be processed.

When does my credit card get charged?

After you placed an order with us, it is likely that the amount of your purchase will show as 'Pending' while we are processing your order. Once your order is shipped, your card will be charged.

What if my credit card has been charged twice?

This never happens, but in the rare event that it does, please contact support@hardcandycases.com.

I changed my mind. Can I change my order?

We will try! We want to ship your order as soon as possible, so please understand that if you do not contact us right away, we will not be able to modify your order. If you decide that you still want to change your order after it is processed/shipped, you will have to go through the Order Cancellation process. We appreciate that you take time to review your order carefully before submitting it.

I changed my mind. Can I cancel my order?

We want you to enjoy our cases as soon as possible, so we make every effort to process your order right away. Unfortunately, this means that it is almost impossible for us to cancel your order once it is processed. However, if you need to cancel an order, please contact our support team at support@hardcandycases.com.

I received the Processed/Shipped Email for my order. Can I still cancel my order?

Yes, as long as it is requested within 30 days from the day of purchase. If your order is processed/shipped before you tried to cancel, you should:

  • Contact our support team and open a return/cancellation case
  • Refuse the package and return to sender

Once we received the package back and unopened, we will close your return/cancellation case and we will issue you a refund for the order amount minus the shipping fees. Shipping fees are non-refundable. We do not charge restocking fees.

Can I return my order?

Yes, as long as it is requested within 30 days from the day of purchase. Contact us at support@hardcandycases.com and we will issue an RMA reference number. You will be responsible for the return postage cost. Once we have received the package back and unopened, we will close your return/cancellation case and we will issue you a refund for the order amount minus the shipping fees. Shipping fees are non-refundable. We do not charge restocking fees.

How long does it take you to process my order?

Once your order is submitted, we generally ship within 48 hours (except weekends or holidays). However, we may ship the same day, if the items are in stock, and placed before 2:00pm PT, and if there is no issue with your order. We cannot guarantee your order will ship the same day, regardless of the shipping method you select, but we will do our best to ship your order as soon as possible!

What are your hours of Operation and Holiday schedule?

Hardcandy Cases' hours of operation are Monday through Friday from 8:00am to 5:00pm PT. Hardcandy Cases' office is located in Oakland, California.

Our Shipping and Receiving hours are Monday through Friday from 8:00am to 6:30pm PT. Our fulfillment Center is located in Riverside, California.

Order processing and shipping will not take place on the following holidays:

  • New Year's Day (January 1st)
  • President's Day
  • Memorial Day
  • Independence Day (July 4th)
  • Labor Day
  • Thanksgiving Day
  • The Friday after Thanksgiving Day
  • Christmas Eve (December 24th
  • Christmas Day (December 25th
  • New Year's Eve (December 31st)

We happily ship to APO and FPO locations. Make sure to select the Economy Domestic Shipping option. It is important that you place your Unit number in the address field along with your box number, APO or FPO in the city section and the appropriate Armed Forces region from the State drop-down.

Do you ship to Hawaii, Alaska and Puerto Rico?

Yes, we do! Allow 5-10 business days for shipping to these locations.

Do you ship to other countries?

We will try! We want to ship your order as soon as possible, so please understand that if you do not contact us right away, we will not be able to modify your order. If you decide that you still want to change your order after it is processed/shipped, you will have to go through the Order Cancellation process. We appreciate that you take time to review your order carefully before submitting it.

Yes, we do! We ship all international orders via FedEx Economy International.

We will try! We want to ship your order as soon as possible, so please understand that if you do not contact us right away, we will not be able to modify your order. If you decide that you still want to change your order after it is processed/shipped, you will have to go through the Order Cancellation process. We appreciate that you take time to review your order carefully before submitting it.

We ship most of our products from Riverside, California, USA. However, we are planning to expand to fulfillment centers Canada, Europe and Asia.

What is your International Shipping Policy?

Items being shipped outside the United States will be subject to customary import fees (including duties, VATs, tariffs, and brokerage fees) imposed by the country into which the product is being imported and the carrier (FedEx). Hardcandy Cases is not responsible for any customary import fees incurred by the importation of products into countries other than the United States. The customer (the person importing the product) is responsible for paying these fees to the carrier at the time of delivery. If the customer refuses to pay these import fees, in most cases the shipment will be abandoned in the destination country and destroyed by Customs or the carrier. In this case, Hardcandy Cases will be unable to issue a refund to the customer's credit card or Pay Pal account for the purchase or shipping.

Law requires Hardcandy Cases to declare the full value (purchase price) and purpose (commercial) of products on any waybills or customs documentation. We cannot declare a lower value on your package than the purchase price that you paid, and cannot designate it as a gift or sample.

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