Shipping & FAQs

Order Questions

There was an error while placing my order. Will I be charged?

The issue you have encountered is typically due to some part of the billing information on your credit card that is not exactly matching up to what your bank has on file. When we check this information against what your bank has on file, something is coming back as being mismatched. This could be something as small as a middle initial that is on the card that you are not using or an older billing address.

Our websites security settings are set high to prevent credit card fraud. While some merchants only require certain fields of information to match, our site requires that they all match.

"Pending" or "Processing" verifications typically disappear within 24-72 hours depending on your bank's policies. You may wish to contact your bank if you have made updates to your billing address recently or need to have those verifications cleared.

If you continue to have problems submitting your order after checking this information, please email us directly at support@incasecanada.com for assistance.

What should I do if the product I want is out of stock?

We are sorry to hear that the item(s) you want is out of stock. Items are available on a first come, first served basis. To keep updated with the earliest availability on the product, you have a few options:

Send us an email at support@incasecanada.com and we will provide the latest information.

Which holidays do you observe?

Our office will be closed on all Canadian and British Columbia provincial holidays.

Orders placed on these days may experience a delay in processing. Please allow 1-3 business days to process during the holidays.

Does my billing address have to match the address on file with my credit card?

Yes, the billing address has to match exactly what is on your credit card billing address.

Where can I track my order? How do I check my order status?

Once your order has been shipped, you will receive an email notification with your shipment's tracking number.

I need to change or cancel my order, what do I do?

We make every effort to process your order as quickly as possible. As long as the order has not been processed by our warehouse team, we are able to cancel your order. However, during promotion periods such as Cyber Weekend, we are unable to cancel orders once they have been placed due to the high volume of orders received during this time.

Can I use more than one promo code per order?

No. Only one promo code may be applied per order and may not be combined with any other offer.

FAQs

Where can I find Incase products in my area?

Some of our retailers include Apple and Best Buy. If your local store does not have the case you are looking for, you can order directly from us by visiting IncaseCanada.com or email us at support@incasecanada.com for more information.

I just got a new device but I don't see any cases for it! When can I get an Incase product for my new device?

We are always hard at work to release cases that are compatible with the newest devices. Email us at support@incasecanada.com and we will be happy to let you know when you can expect a case to be available for your device.

What is your Amazon Policy?

For Sales on the Amazon platform, Incase works hard to ensure that only authentic, high quality products reach consumers in the condition we intend. As such, for all sales on the Amazon platform, Incase offers a 45 day Satisfaction Guarantee which will NOT be honoured without provision of valid proof of purchase directly from the Fortress Brand Amazon storefront.

Shipping Questions

If I chose the free shipping option, how will my order be processed?

All shipments with free shipping selected will be processed via FedEx Ground, UPS Ground, Purolator Ground or Canada Post Expedited Parcel depending on your postal ode. Depending on where you are located, most packages will arrive in 3-7 business days.

How much will it cost to ship my order?

You will get exact shipping charges on the site before you complete the checkout process. We offer free ground shipping but also have expedited methods if you need to receive your order faster.

How long does it take to ship?

Depending on when you placed the order, it can take from 1-3 business days before your order gets shipped. Please note that during promotion periods such as Cyber Weekend, there will be a delay in processing orders and will take anywhere from 5-7 business days before your order will ship due to the high volume of orders during this time. Our warehouse is closed on the weekends and on Canadian and BC provincial holidays.

Once your item is shipped you will receive a tracking number and you can track your order online.

Do you ship to PO box addresses?

We ship to all PO box addresses via Canada Post, which may take up to 15 days depending on location. Unfortunately, we are unable to ship to military addresses or PO Box addresses via a courier service.

Will I have to pay Customs Duty and Tax Charges on my Order?

No, we ship from our Canadian warehouse in the Metro Vancouver area, and IncaseCanada.com only accepts orders destined for Canadian addresses.

How long will it take for me to get a refund to my credit card?

Once the product has been received into our warehouse and inspected, your credit will be processed and automatically applied to your credit card within 2-5 business days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.