FAQs

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Can I cancel orders placed via the Shop App?


No. Orders placed through the Shop App cannot be canceled, so please review your items and details carefully before completing the checkout.

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Can I modify my order instead of canceling it?

If you’re within the 3-hour window for store orders, yes - email support@phoneshells.com to request changes.

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Why can’t orders be canceled after the time limit?

Because we begin processing orders immediately to ensure fast shipping. Once processing starts, changes or cancellations are no longer possible.

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What is your Cancellation Policy?

Order Cancellation Policy

  • Orders via the Shop App
    Once your order is placed through the Shop App, it cannot be canceled. Please review your items and details carefully before completing checkout.
  • Orders placed directly on our store
    You may request to cancel your order within 3 hours of purchase. After this period, the order will already be in processing, and we will not be able to stop fulfillment or shipping.

For cancellations within the eligible time window, please email us at support@phoneshells.com

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How about the Processing time & Shipping time?

Processing time: 1-3 business days - may take longer during holidays, so please be patient.

Shipping time:

  • Standard Shipping: 5-10 business days - may take longer during holidays, so please be patient.
  • International Standard Shipping: 10-30 business days - may take longer during holidays, so please be patient.

The estimated arrival date of your package = Processing Time + Shipping Time.

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Can I receive a tracking number for my order?

The tracking code for your order will be sent to your email within 1-5 business days after the order has been shipped.

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How to contact us?

You can reach us through multiple channels:

  • Live Chat: Available directly on our website for quick support.
  • Social Media: Connect with us on Facebook, Instagram, and TikTok for updates and assistance.
  • Email: Send us a message at support@phoneshells.com, and we’ll get back to you as soon as possible.
  • Contact Form: Fill out our Contact Form and our team will respond to your inquiry promptly.

We’re here to help and ensure you have the best experience with PhoneShells!

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What is your refund policy?

We offer a 15-day refund policy. You can request a refund within 15 days of receiving your order if you're not satisfied.

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Do I need to return the product to get a refund?

No - unlike many stores, PhoneShells does not require returns. Once your request is approved, the refund will be processed.

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Can I exchange my product instead?

Yes - exchanges are possible under similar eligibility (defective, incorrect, or mismatch).

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How long does it take to process my order?

Processing time is typically 1–3 business days, but may take longer during holidays.

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Who pays for return shipping in exchanges?

  • If the item is defective or incorrect: PhoneShells covers return shipping.
  • If you’re exchanging for other reasons: The customer covers return shipping costs.
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Can shipping be expedited?

At the moment, we only offer standard shipping. Expedited shipping is not available.

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Do you ship worldwide?

Yes, we ship to most countries. However, delivery times may vary depending on the destination.

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What if my order hasn’t arrived on time?

First, check your tracking number. If there’s no update for more than 10 business days (domestic) or 25 business days (international), contact support@phoneshells.com.