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, you may call us directly at 1 (888) 893-1638 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:

Sign up for our newsletter to get the latest updates.

Send us an email at and we will provide the latest information.

Give us a call at 1 (888) 893-1638 and we'll be happy to assist you.

Which holidays do you observe?

Our office will be closed on the following days:

  • New Years Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Friday after Thanksgiving
  • Christmas Eve
  • Christmas Day

Orders placed on these days may experience a delay in processing. Please allow 1-7 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.



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 or can at 1 (888) 893-1638 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. Give us a call at 1 (888) 893-1638 or email us at 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 honored 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 USPS First Class Mail. Depending on where you are located, most packages will arrive in 3-7 business days.

How much will it cost to ship my order?

Shipping and order processing is currently delayed. We apologize for the inconvenience. Currently, orders may take up to 10+ Business days to arrive at their destinations.

Domestic - You will get exact shipping charges on the site before you complete the checkout process. We offer free shipping via USPS First Class Mail but also have expedited methods if you need to receive your order faster.

International - International shipping rates are typically $15 and up depending on the product/s ordered. Any import fees, customs duties or other taxes are the responsibility of customer and not covered by Incase Designs. Also note we have to declare full retail price on the invoice for customs. We cannot state the discounted price if you used a promo code.

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 U.S. Holidays.

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

Expedited shipping - Available for the US through our website and is calculated before checkout. Pricing can vary depending on location, and the weight/size of the package. Orders received after 12pm PST will be processed the following business day.

International: In most cases it takes from 5-15 days. As we ship via USPS, the product gets handed to your local post office on arrival in your country and as such, delivery times will vary by country depending on the efficiency and expediency of your postal service.

Do you ship to APO, FPO, DPO and PO box addresses?

We ship to all APO, FPO, DPO and PO Box addresses via USPS, which may take up to 15 days depending on location. Unfortunately, we are unable to ship to military addresses or PO Box addresses (domestic or international) via UPS.

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

When ordering from Incase, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), value added tax (VAT), or any similar customs-related fees.

Customs policies vary by country and we cannot determine nor make any guarantees as to whether or not shipments will be subject to customs-related fees. Please contact your local customs office for more information.

Can I use a re-shipping company to deliver my products?

At this time Onward Brands LLC does not work with re-shipping companies. If you choose to have an order shipped to a re-shipper and then shipped to your location by that company you do so at your own risk. Onward Brands LLC is not responsible for any lost or damaged shipments once the shipment leaves the custody of our original shipper. If you experience any trouble with a Onward Brands LLC order that you had shipped to a re-shipper please contact the re-shipper for help with this order.

    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.