Frequently Asked Questions

Ordering

• How can I make changes to my MasCase order?
  Simply email us at mascasplastikz@gmail.com within 12 hours(not applicable to Cash on Delivery order). Be sure to include your order number! If you would like to change your design, please also include the URL or name of the new design. Otherwise, if it is the device type, case type or color that you would like to adjust, please also let us know the details in email.
• How do I know if my MasCase order was placed successfully?
  If you have received an order confirmation emailfrom us, your order was placed successfully! You can also log into your account to view your order history and search for your most recent order.
• I’ve placed an order, but it says "On Hold" when I check its status. What’s wrong?
  1. Your shipping address has no street number or suite number, or potentially incomplete.
  2. The photo(s) used in your design had been removed from your social network and we need your help in supplementing them.
  3. Your custom design contains content that potentially infringes intellectual property rights or proprietary rights.

You will always receive an email from us if the problems above happen to your order. So please be sure to check the Spams / Junk folder of the email you registered with us if you have not received such confirmation emails. We will need further information from you before we can process your order.

• Why I can't receive my order confirmation email?
  If your registered email address is a Hotmail account, the order confirmation email may fall into your Spams / Junk folder. If you still cannot find your order confirmation email, please email us at mascaseplastikz@gmail.comand we will investigate further.
• How long does MasCase take to ship?
  Shipping time depends on the product you purchase and the destination country as a different product has different production time. If you would like to know the estimated delivery time and shipping fee, please select the destination country on the checkout page to get an idea of the approximate timeframe.
• Will COVID-19 affect my MasCase order?
  In view of the recent situation of COVID-19, logistics transportation and global delivery services are now subject to temporary delays.Shipping time is likely to be lengthened as a special arrangement of some courier service companies and air traffic delays are to be expected. Thanks for your patience while we work hard to get your order to you!
• How do I track my MasCase order?
  Sign in to your Account (the one that you made your order with) and click on Track Order. In some instances, carrier's tracking information may only be available in 1-2 business days after the order is shipped.
• I’ve ordered a few items but I can’t find all of them. Where are the missing cases?
  Please be sure to open up all the boxes first. We normally packed 2 cases in 1 box unless otherwise requested. If you have checked and the case is still not there, please contact us.
• How do I shop a phone case?
  You may select your preferred item and add it to the cart. Then select the shipping method and wait for it to be dispatched and shipped.
• It has been a few months after my order was shipped and the tracking link provided has expired. I’m afraid that my MasCase parcel may have been lost. Can I get a refund?
  Please let us know within 90 days of purchase if your order is missing. We would be happy to follow up and investigate for you. Further arrangements will be facilitated. No refund for missing parcels if the initial date of such enquiry/request is beyond 90 days of purchase.
• Does MasCase offer free shipping internationally?
  Yes, we offer free international standard shipping for orders over €36.99(after discount). However, we hope for your understanding that due to the recent epidemic outbreak, courier service companies have announced special working arrangements and further limited their delivery services, therefore standard shipping may not apply to some countries. Please select the country on the checkout page for shipping methods available and shipping costs accordingly.
• Does MasCase accept bulk purchases?
  Please send us an email to mascaseplastikz@gmail.com with more details and we will follow up.

Promotion

• I’ve missed a MasCase promotion campaign for a recent order I placed. Can I still enjoy the offer?
  Please let us know by email, we would wish to know the order numberof yours and also the discount code / offer that you are after. We will be more than happy to evaluate what you have and honor the offer if it is deemed applicable. We apologize, but we are unable to apply the adjustments after the date of purchase to retail orders. For online orders, we are unable to apply the adjustments retrospectively 5 days after date of order, or the promotion expiration date, whichever comes earlier.
• Can I apply 2 promo codes on the same order?
  We are afraid that only one promo code can be applied per order.
• Can I apply 2 gift card codes on the same order?
  2 Gift card codes can be applied together on one order.
• Can I apply gift cards and promo codes together on my order?
  Gift cards and promo codes can be applied together.
• Can I apply promo codes and store credits together on my order?
  Promo codes and store credits can be applied together.
• Why I can't apply discounts on the UV Sanitizer?
  No discounts, gift cards, and store credits can be applied to UV Sanitizer.
• Can store credits be accumulated?
  Yes, store credits can be accumulated.
• Can I share my user referral link on any promotional sites?
  As stated on our Terms and Conditions, users are strictly prohibited in uploading their referral codes to third party promotional sites, including but not limited to voucher code/discount listing sites. Referral codes can only be shared with friends and relatives or any connected entities, such as on social media platforms or through a direct messaging network. Should referral codes be found to be posted on the unauthorized channel(s), the corresponding MasCase user account(s) will be terminated without prior notice, regardless of whether the referral code is shared on the unauthorized channels intentionally or not.

Product

• Are MasCasecases protective?
  MasCase has a huge selection of phone case types and tech accessories that are durable and functional without losing originality. Its signature and most popular Impact case is engineered with a two-layer construction of qitech™ material and military-graded that can withstand 6.6ft drop impact. Ultra impact cases are most shock-proof among all and the protection level has been enhanced up to 9.8ft.
• How much are MasCase cases?
  MasCase cases prices vary depending on the case types and device models. You may click on your preferred design and select your device model in the dropdown box for details.
• Are masCase cases worth it?
  MasCase’s products are made to order and hand-inspected from corner-to-corner to ensure high-quality products that you can count on. Phone cases made of shock-proof or drop-proof materials are usually test-certified for specific purposes. It depends on the individual's needs when choosing the best phone case for your device.
• Do MasCase cases yellow?
  Whether a case turns yellow over time, it really depends on the usage and maintenance, please note that regular contact with dyed/colored materials or overexposure to sunlight will increase chances of discoloration or yellowing of phone cases.
• Are MasCase glitter cases safe?
  Liquid Glitter iPhone Cases and Neon Sand Cases are certified for quality and safety. They are are made using non-toxic mineral oil and materials, inspected by professionals, have passed all safety tests.
• Do phone cases cause overheating?
  Phone cases do not necessarily cause overheating. There may be a trapping heat when putting on the phone case but avoid opening too many applications on your device, overexposure to the sunlight and always keeping your device in a cool place can help reduce the risk of overheating.
• What are MasCase cases made of?
  Different cases are made of different materials but mostly contain TPU and PC.
• Which cases can I customize?
  Please check the full list here. Not seeing the device you have? We may include your device for customization in future! To stay up-to-date be sure to sign up for our newsletter and follow us on social media!
• How do I get my MasCase case off?
  The easy way to remove a phone case is to first lift one side or one corner up from the bottom of the case, then gently remove the case.
• Do PopSockets stick to MasCase cases?
  Popsockets can be used together with MasCase cases but the printing (if any) on the case may be prone to peeling off issue. The level of adhesion of the popsockets also vary when sticking to different types of phone cases.
• Do MasCase cases work with wireless charging?
  All MasCase cases can work with wireless charging.
• Are MasCase cases heavy?
  The weight of phone cases varies depending on the case types selected as they are made with different materials.
• How thick are MasCase cases?
  The thickness of phone cases varies depending on the case types you select.
• How do I know which length I should choose for the Apple Watch band?
  38/40mm and 42/44mm refer to the size of the watch face. We only offer one standard length for each size.
• Do MasCase Apple Watch Bands fit all series of Apple Watches?
  Yes, our watch bands fit all series of Apple Watcheswith the correct watch face size.
• I have a Samsung Galaxy series device (e.g., S8, S9, S10…etc), and there are multiple models for different carriers (e.g. AT&T, Verizon). How do I know which case is the right one?
  MasCase fits the international (non-carrier-specific) version of Samsung Galaxy series devices. Although your carrier-specific model may look similar to the international version, the device may slightly vary between carriers (particularly the shape and positioning of the camera) and may not fit our cases.

Billing

• What payment methods do you accept?
  We accept __major debit cards and credit cards (American Express (USD), Mastercard and Visa), Apple Pay, Paypal, Klarna (US, UK and Germany only), Afterpay (Australia only) and JCB (Japan only). __
• How can I pay with Klarna? Simply select Klarna as the payment method at the checkout page and fill in the billing details as instructed. It's very important that correct details are provided, as otherwise, you will not receive the payment information and so be liable for late payment fees.
• Do you accept AMEX Gift Card / Visa Gift card?
  We are afraid we do not accept AMEX Gift Card / Visa Gift card / Mastercard Gift Card.
• I received an error message when I checked out. What should I do? / What does "Invalid transaction error" or "Something wrong with your credit card, please call card center for help: Transaction Not Allowed" mean?
  If an error message occurs, this may be because:
  The debit card cannot be used for this type of payment
  •Your bank has rejected the transaction due to suspicions of fraud
  •The card is not activated for international transactions
  Please use another cardto resolve the problem. If the issue still persists, kindly contact your bank for assistance.
• When I proceed to checkout, it says “A match of the Shipping Address City, State, and Postal Code failed.” What should I do?
  Please make sure all information entered is 100% correct and there are no spelling mistakes. Please also avoid short forms of City, and do not include the State information within the City input box. If the details are right but still the payment cannot be made, please contact us and we will get back to you shortly.

Company/Store

• Is MasCase an American company?
  MasCase is based in Amsterdam but we ship world wide.
• Does MasCase have a store?
  MasCase does not have a store.