At Defend Phone, we’re committed to providing premium device protection with exceptional customer service. Our global shipping and hassle-free return policy ensures you can shop with confidence.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

Standard Shipping ($12.95):

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after shipment
  • Includes tracking and insurance

Free Shipping (Orders over $50):

  • Carrier: EMS
  • Delivery time: 15-25 business days after shipment
  • Includes basic tracking

Note: Delivery times are estimates and may vary depending on destination and customs processing. We ship worldwide except to some Asian countries and remote areas.

Payment Options

We accept: Visa, MasterCard, JCB, and PayPal

Returns & Exchanges

We stand behind our premium cases for Google Pixels, iPads, LG phones, and tablets. If you’re not completely satisfied, you may return or exchange your purchase within 15 days of receiving your order.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be unused and in original condition
  • Original packaging must be intact
  • Request must be initiated within 15 days of delivery
  • Proof of purchase must be provided

Non-Returnable Items

For hygiene and quality control, we cannot accept returns on:

  • Opened screen protectors (where protective film has been removed)
  • Custom or personalized cases
  • Gift cards

How to Return or Exchange

Follow these simple steps:

  1. Contact us at [email protected] with your order number and reason for return
  2. Wait for approval – Our Portland-based team will respond within 1-2 business days
  3. Package your item – Securely pack in original packaging once approved
  4. Ship the item – Send to our return center (address provided in approval email)
  5. Receive your refund/exchange – Processed after we receive and inspect the return

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Defend Phone Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Product: [Product Name] for [Device Model]

Reason for return/exchange: [Please specify]

I confirm that the item is unused and in its original packaging. Please advise on next steps.

Best regards,

[Your Full Name] [Your Email Address] [Your Shipping Address]

Refund Processing

Once we receive and inspect your return (typically within 3-5 business days):

  • Refund method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after approval
  • Bank processing: Additional 5-10 business days may be needed for the refund to appear on your statement

Note: Original shipping fees are non-refundable. For exchanges, we cover shipping costs for the replacement item.

Return Shipping Information

  • Customers are responsible for return shipping costs unless the return is due to our error (wrong item or defective product)
  • We recommend using a trackable shipping service with insurance
  • International customers: Mark package as “Returned Goods” to avoid customs fees (we are not responsible for any customs charges)

Exchanges

To exchange for a different size or style:

  1. Follow the standard return process above
  2. Clearly indicate in your email that you want an exchange and specify the replacement product
  3. We’ll ship your new item within 1-2 business days after receiving your return

For defective products or incorrect shipments, we cover all shipping costs for exchanges.

Need Help?

Our customer service team is happy to assist with any questions about shipping or returns.

Contact us at:

Thank you for choosing Defend Phone for your device protection needs. We appreciate your business and strive to make every interaction positive and hassle-free!