- My case has finally arrived but it doesn’t fit my phone.
Please check your order if it matches the exact model of your phone. We currently offer phone cases compatible with the most common, generic, or international versions of smartphones. It may not fit the specific carrier version phones. For example, our iPhone X cases will not fit the iPhone XR phone. Please check and compare your phone model and dimensions appropriately before purchasing. All orders that were incorrectly made by customers are not eligible for a replacement or refund.
If you have been convinced that you have chosen the right model but the case you received doesn’t match your phone, please don’t hesitate to contact us at sales@ponenvy.com.
- Can you send my order as a gift?
Sorry, we cannot gift-wrap your order as a gift package, or include any personalized message.
- I never received any confirmation e-mail after ordering/registering.
Please check your Spam box 99% of the time, you will find it there. It’s also possible that you entered the wrong email address. All email confirmation and notification are sent automatically. If you still have the problem, please don’t hesitate to contact us at sales@ponenvy.com.
- I never received any shipment notification of my order.
See the above answer.
- When will I receive my item?
It depends on the date of your orders and the shipment method you choose. Our products are solely made-to-order. Orders made on business days will be processed on the same day, while orders made on the weekend will be processed in the next business day. Orders typically need 1-2 business days for printing and packaging before it gets ready to be shipped. Please refer to our shipping information page for more details.
- My tracking code can’t be tracked!
All tracking codes provided may not be immediately traceable. Please allows a few moments for tracking code to be alive and traceable. If you find out that the tracking code cannot be tracked in more than 2 days, please don’t hesitate to contact us at sales@ponenvy.com.
- My package never arrived!
It could happen because of several reasons: the destination address is wrong, or the customers didn’t answer phone calls from the courier, or the courier cannot reach the customer’s address. Undelivered packages usually will be returned to us. Please contact us to arrange a reshipment of undelivered packages.
We recommend customers to fill out phone numbers on purchases. Phone numbers will be used for delivery purposes only. We promise we won’t sell, trade, or using phone numbers for marketing purposes.
Contact us if you have any inquiries about the FAQ:
Business Hours: Mon – Fri (9 a.m – 5 p.m)
Business Address: Pondok Raden Patah K-10, RT 01 / RW 04, Demak, Jawa Tengah, Indonesia, 59563
Contact Number: +62 812-5986-6411
Email: sales@ponenvy.com