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FAQs

Q: My package shows shipment accepted/picked up, yet I have not picked up nor accepted any package, please help.

A: This status is stating USPS has accepted the package and from this location will be delivered within the next few shipping days.

Q: Which shipping carrier do you use for Standard Shipping?

A: For Free Standard shipping within the U.S. we use a service called DHL Smartmail Expedited Service. Which is a service through DHL who picks the item up from us and delivers them to local post offices around the country, from there your local post office will deliver the package, final delivery is by USPS. You can track the package at webtrack.dhlglobalmail.com or by www.usps.com. International shipments are shipped by DHL Global Mail Priority Service. *International shipments cannot be tracked.

Q: Can you add an item to my order? Can I upgrade my order to another item?

A: If you have already placed the order and need to make a change to it please contact us immediately. If your order has not been processed out of our warehouse yet, we may be able to facilitate the change. If you order has already been processed you will need to wait until the package arrives and create on RMA Request for an Exchange or Refund.

Q: Can you cancel my order?

A: We will make every effort to cancel an order when that request is made by the buyer; please contact us at support@empirecase.com or by telephone at (951)687-1140 9:00am to 5:00pm PST Monday-Friday (excluding national holidays) as soon as possible so we can assist you with that process.

Q: I have not received my order yet, when do you expect it to be received?

A: If your order has not been received and you have waited the estimated delivery date, please email us directly at support@empirecase.com or via Telephone at (951)687-1140 9:00am to 5:00pm PST Monday-Friday (excluding national holidays) and we will address your concern for you.

Q: I'm near your facility can I pick-up the item from your location?

A: We do accept walk in/retail sales to our customers; you may visit our Riverside warehouse/showroom location if you are in the area or would like to stop by. 4105 Indus Way, Riverside, CA 92503

Q: I am having a problem with my order, I have tried to contact you (either by phone or email) but no response has been given.

A: Please be sure to check your spam folder for any replies we may have sent to you. If you have tried to call us and cannot get through we are currently helping other customers a kind message can be left with your call back information and we'll call back as soon as we are available, please be sure it is within the hours of 9:00am to 5:00pm PST (excluding weekends and national holidays)

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