Most Frequently Asked Questions
1. How do I return my package? Do I need to include anything?
2. I sent in a question to Customer Support, how long will it take to receive a response?
3. How do I know which side is the adhesive side for my screen protector?
4. Is there a retail store or an online seller in my country?
5. I keep getting an error message when I'm trying to complete my order, what should I do?
6. What is SPIGEN SGP’s warranty policy?
7. Will I be covered for warranty if I buy from an Authorized Partner?
8. Why are there charges on my account when I did not receive an order confirmation?
9. Why hasn't my package arrived yet? (International packages)
10. What is your policy on lost or delayed packages?
As long as you purchased from our store directly, you can return the items back to us.
Products can be returned to our office within 30 days of the purchase date.
The products must be returned in the original packaging and with all the items included to avoid the restocking fee (minimum of $5). For example, if you purchased a case. When returning, the case must be returned with the original box and the included screen protector. It does not matter if the screen protector was used.
Don’t worry, we’ll take it back even if it is used.
If you need a replacement for your GLAS.t, please follow the instructions here!
www.spigen.com/need1more
** Due to the nature of glass screen protectors, the GLAS.t. for iPhone 4/4S, Galaxy Note, new iPad / iPad 2, iPhone 5, iPad Mini and GLAS for Samsung Galaxy S2 and Samsung Galaxy S3 is not covered under the 30 Day Money Back Guarantee if the package has been opened. Only defects will be accepted for review regarding warranty.
Email our Customer Support in your account's Help Desk to request for a refund on your product.
They will be able to provide you with the RMA form to fill out to process all Returns and Exchanges.
If you purchased from Amazon Spigen Store, you can use the Amazon Return Program or for more assistance by contacting the seller.
CloseIf your question was not answered in our support topics, please click here to contact us.
We do our best to try and answer your questions as quickly and efficiently as we can.
But when there is a large number of emails, we do our best to answer within 2-3 business days.
Our office is open on Monday-Friday 9AM-6PM.
We are closed on Weekends and Holidays observed by the United States Postal Service, so questions submitted after our office hours are replied back on the following 2-3 business day.
CloseIf your question was not answered in our support topics, please click here to contact us.
All of our screen protectors come with a thin plastic sheet to protect the adhesive side of the protector, and some will have the plastic sheet to protect the front of the screen protector as well.
For screen protectors that have only one protective sheet, there should only be one tab that indicates which side of the screen protector is adhesive.
For screen protectors that have two protective sides, it is usually marked by "1 Front" and "2 Back". The "2 Back" is the adhesive side and it indicates that it is the back of the screen protector meant to be placed on the surface of the phone device. The "1 Front" should be taken off once the screen protector is attached to the phone.
Some of our screen protectors have the "2 Back" tab and a small clear tab on the front (this is true for all of our Glas.t series). It is basically the same as having the "1 Front" but instead is a small clear tab. The "2 Back" tab is the side of the adhesive.
CloseIf your question was not answered in our support topics, please click here to contact us.
SPIGEN SGP has authorized resellers all over the world. To see if there is an authorized reseller in your country, please see our Reseller Listing. You can go directly to the list of our resellers here: http://www.spigen.com/index.php/authorized-resellers-listing
If no reseller is listed for your country, this means that we do not have an authorized reseller in that specific country. If you find a seller online that is not in our listing, the seller is most likely not authorized to sell SPIGEN SGP products. We highly recommend that you do not purchase from them.
CloseIf your question was not answered in our support topics, please click here to contact us.
You are recieving an error message most likely because we were unable to process your order due to credit card transaction error.
Please check the following before you place your order again:
1. Your billing address (Please confirm this with your credit card company)
2. CVC code (This is the 3 digit number on the back of your credit card.)
3. Account holder's name
*For our international customers only: Please check with your credit card company and confirm that international transaction is allowed.
If the problem continues, you may try using our Paypal Secured Payment Method as well.
CloseIf your question was not answered in our support topics, please click here to contact us.
We offer a 90-Day Limited Warranty against manufacture defects.
This policy is only valid for naturally defected item as that counts as a production error.
Defection caused by any other accident, including failure of installation, carelessness by the user, or defection caused by owner's usage, cannot be applied for this warranty. For the product that comes as a package, we only replace the defected item from the package, and this replacement will be good for one time. Hold onto the original product for any future warranty requests regarding the order.
Only items purchased from Spigen.com will be eligible for this warranty.
If the customer had purchased from a different seller, please contact them for their own policies.
If there is a similar defect with the replacement for any reasons, send back both the original and replacement pieces at that time.
CloseIf your question was not answered in our support topics, please click here to contact us.
Products purchased from other Resellers are not covered by our Manufacturer Warranty.
We do advise that you speak with a representative from the Reseller to see what their business policies and warranties are.
CloseIf your question was not answered in our support topics, please click here to contact us.
The charges you are seeing are most likely pending charges made to your account, these charges should disappear within 3-5 business days, and up to 7 business days, for most credit card companies.
Sometimes our system captures the imaged amount when you are about to complete the purchase and sends the image to the bank, but we are unable to complete the process because of an error with the billing information or our website.
If the charges do not disappear after 7 working days, please contact us through Help Desk found on your Account Dashboard.
CloseIf your question was not answered in our support topics, please click here to contact us.
If you purchased with USPS First Class International Mail, there is no tracking provided and delivery time usually takes 14 to 21 business days. This does not include weekends or holidays.
Please note that International Customs holding differ from country to country, and can hold a package up to 30 working days.
If your question was not answered in our support topics, please click here to contact us.
We are not responsible for any item loss during the delivery or delivery time.
Please make sure to double check the shipping addresses to ensure the delivery.
If item returns to us due to incorrect shipping information, we will notify our customer know it is been returned by the post office, and automatically give customer refund for the purchase; however the S&H Charge is non-refundable.
We do not guarantee the delivery time; delivery issue is upon the shipping company, USPS (or the Post Office of the country for international shipments) and FedEx®.
We will try our best to ship out the purchased item within 1 or 2 Business days.
Our office is closed on weekends and holidays. Orders placed on weekends and holidays will be processed the next business day. Additionally, orders placed after 1:00 pm PST will be considered placed on the next business day.
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FAQ Topics
Shipping - Domestic
1. Do you ship over the weekend?
We do not ship over the weekend or holidays.
Orders placed on a weekend or holiday will be shipped out on the following 1 to 2 business days.
Our Office Hours are:
Monday - Friday
9AM - 6PMWe are closed on holidays observed by the United States Postal Service
CloseIf your question was not answered in our support topics,
please click here to contact us.2. What shipping methods do you offer?
Currently we use USPS and FedEx as our carriers.
By USPS
- First Class Mail: Usually takes 3 to 8 business days
- Priority Mail: Usually takes 2 business days
- Express Mail: Usually delivered by the next day from the day the shipment had been made.
(Holiday seasons and other unforseen events may cause delays in shipments and deliveries)
By FedEX
- FedEx Ground Home Delivery ®: Delivery within 1 to 5 business days. Delivers on Saturdays at no extra charge.
- FedEx Express Saver®: Delivery is in 3 business days by 4:30 p.m. in PST to most areas (by 7 p.m. to residences). Available throughout all states except Alaska and Hawaii. No delivery on Saturday.
- FedEx Standard Overnight ®: When you need it there next business day in the afternoon. Delivery is by 3 p.m. to most areas and by 4:30 p.m. in PST to some rural areas, throughout all 50 states (Hawaii service is outbound only). No delivery on Saturday.
(Holiday seasons and other unforseen events may cause delays in shipments and deliveries)
We do not guarantee the exact delivery time; delivery issue is the responsibility of the shipping company, USPS (or the Post Office of the country for international shipments) and FedEx®.
CloseIf your question was not answered in our support topics,
please click here to contact us.3. Why hasn't my package arrived yet?
Although the United States Postal Service and FedEX show you the estimated delivery time for the shipping method you chose, we recommend our domestic customers to expect up to 7-business days in case of delays by USPS and FedEX.
CloseIf your question was not answered in our support topics,
please click here to contact us.Shipping - International
1. What shipping methods do you offer?
By USPS
First Class Mail International: Varies by destination. (Tracking is not provided for this method)
Priority Mail International: Usually takes 6~10 business day.
Express Mail International: Usually takes 3~5 business day.
(Holiday seasons and other unforseen events may cause delays in shipments and deliveries)
By FedEX
FedEx International Economy ® : Time-definite delivery typically in 2–5 business days (typically 2 or 3 business days to Canada, Mexico and Puerto Rico). From the U.S. to more than 215 countries and territories.
FedEx International Priority ® :Time-definite delivery typically in 1, 2 or 3 business days. From the U.S. to more than 220 countries and territories, and to the U.S. from more than 220 countries and territories.
(Holiday seasons and other unforseen events may cause delays in shipments and deliveries)
CloseIf your question was not answered in our support topics,
please click here to contact us.2. How much does shipping cost?
Shipping costs differ by the carrier, method, and weight of the package.
You can find an estimate of the costs.
First, enter the desired items into your cart.
Second, click on “My Cart” on the tabs located at the upper right of the site.
You will see the Estimated Shipping and Tax.
Enter your basic shipping information to receive your quote and estimated total.
CloseIf your question was not answered in our support topics,
please click here to contact us.3. What about customs and import taxes?
The recipient of the order will be responsible for any import duties or taxes charged by the recipient's country and any carrier-related fees.
These additional charges will be collected from the recipient by our shipping carrier at the time of delivery.
Purchases of products may be subject to these import taxes, custom duties and fees.
These fees can vary widely from country to country.
Please contact your local customs office for further information.
CloseIf your question was not answered in our support topics,
please click here to contact us.Returns & Exchanges
1. How do I return my package? Do I need to include anything?
As long as you purchased from our store directly, you can return the items back to us.Products can be returned to our office within 30 days of the purchase date.
The products must be returned in the original packaging and with all the items included to avoid the restocking fee (minimum of $5). For example, if you purchased a case. When returning, the case must be returned with the original box and the included screen protector. It does not matter if the screen protector was used.
Don’t worry, we’ll take it back even if it is used.
If you need a replacement for your GLAS.t, please follow the instructions here!
www.spigen.com/need1more** Due to the nature of glass screen protectors, the GLAS.t. for iPhone 4/4S, Galaxy Note, new iPad / iPad 2, iPhone 5, iPad Mini and GLAS for Samsung Galaxy S2 and Samsung Galaxy S3 is not covered under the 30 Day Money Back Guarantee if the package has been opened. Only defects will be accepted for review regarding warranty.
Email our Customer Support in your account's Help Desk to request for a refund on your product.
They will be able to provide you with the RMA form to fill out to process all Returns and Exchanges.
If you purchased from Amazon Spigen Store, you can use the Amazon Return Program or for more assistance by contacting the seller.
CloseIf your question was not answered in our support topics,
please click here to contact us.2. You sent me an order I didn't want or sent me the wrong order and I want a refund, what should I do?
We apologize sincerely if this is the case!
We do our best to get your order right the first time, but due to the high volumes of orders we package, there is a small chance we might get the orders mixed up. But you do not have to worry, our Customer Reps will be more than happy to help.
If you'd simply want to receive your original order, then we will help you out if you send us a photo of the wrong item to our Help Desk found on your account!
Or, if you would like a refund instead, simply return all the wrong items or the entire order back to us for a full refund! All items have to be returned in order for the refund to get processed, if not, then it is subject to a partial refund on the order.
CloseIf your question was not answered in our support topics,
please click here to contact us.3. I ordered the wrong item for my device. Can I exchange the item for something else?
Our exchange process works just like our return process.
You can return the item to us with all its contents and we will refund you. You can place a new order for the item you wanted at any time. We do not send out the item. It must be placed as a new order. This ensures that the item will be eligible for warranty in the future.
CloseIf your question was not answered in our support topics,
please click here to contact us.Warranty
1. How do I claim a warranty replacement?
There are some requirements before we can send you a replacement.SPIGEN verifies the manufacturer defect through email photos.
To verify the issue, please log onto your account and contact our Warranty Department through Help Desk with the following information:
-Close-up photo of defected item, defected area
-Full name used on purchase
-Order # with full name of the product purchased
-Shipping Address*Proof of Purchase is required for any eligibility on warranties or returns
**Some products may be asked to be sent in for further review.
CloseIf your question was not answered in our support topics,
please click here to contact us.2. How long does a warranty replacement process take?
While wewill do our best to ensure the best service we can provide to our customers, the warranty process may take up to 1-3 weeks after verification as some replacement items are ordered from our manufacturer and may take some time to recieve.
SPIGEN only offers warranty replacements.
For refunds on defective items, all the items will need to be returned to us. Please refer to the Return Policy for more information.
In certain situations, we may ask the customer to return the product to our facility for a review if the photo verification is deemed inadequate.
CloseIf your question was not answered in our support topics,
please click here to contact us.3. What is SPIGEN SGP’s warranty policy?
We offer a 90-Day Limited Warranty against manufacture defects.
This policy is only valid for naturally defected item as that counts as a production error.
Defection caused by any other accident, including failure of installation, carelessness by the user, or defection caused by owner's usage, cannot be applied for this warranty. For the product that comes as a package, we only replace the defected item from the package, and this replacement will be good for one time. Hold onto the original product for any future warranty requests regarding the order.Only items purchased from Spigen.com will be eligible for this warranty.
If the customer had purchased from a different seller, please contact them for their own policies.
If there is a similar defect with the replacement for any reasons, send back both the original and replacement pieces at that time.
CloseIf your question was not answered in our support topics,
please click here to contact us.Authorized Partners
1. Is there a retail store or an online seller in my country?
SPIGEN SGP has authorized resellers all over the world. To see if there is an authorized reseller in your country, please see our Reseller Listing. You can go directly to the list of our resellers here: http://www.spigen.com/index.php/authorized-resellers-listing
If no reseller is listed for your country, this means that we do not have an authorized reseller in that specific country. If you find a seller online that is not in our listing, the seller is most likely not authorized to sell SPIGEN SGP products. We highly recommend that you do not purchase from them.
CloseIf your question was not answered in our support topics,
please click here to contact us.2. Will I be covered for warranty if I buy from an Authorized Partner?
Products purchased from other Resellers are not covered by our Manufacturer Warranty.
We do advise that you speak with a representative from the Reseller to see what their business policies and warranties are.
CloseIf your question was not answered in our support topics,
please click here to contact us.3. How do I become an Authorized Partner with Spigen?
Please send an inquiry to our Reseller Inquiry box on our general contacts:
http://www.spigen.com/contactsOr, please send an email to sales@spigen.com
CloseIf your question was not answered in our support topics,
please click here to contact us.Product Inquiry
1. Are there FAQ's for each product?
Yes! All of our products should have their own FAQ section next to the product descriptions. If you have any questions, please refer to the FAQ sections for more information on a specific product!
CloseIf your question was not answered in our support topics,
please click here to contact us.2. How do I know which side is the adhesive side for my screen protector?
All of our screen protectors come with a thin plastic sheet to protect the adhesive side of the protector, and some will have the plastic sheet to protect the front of the screen protector as well.
For screen protectors that have only one protective sheet, there should only be one tab that indicates which side of the screen protector is adhesive.
For screen protectors that have two protective sides, it is usually marked by "1 Front" and "2 Back". The "2 Back" is the adhesive side and it indicates that it is the back of the screen protector meant to be placed on the surface of the phone device. The "1 Front" should be taken off once the screen protector is attached to the phone.
Some of our screen protectors have the "2 Back" tab and a small clear tab on the front (this is true for all of our Glas.t series). It is basically the same as having the "1 Front" but instead is a small clear tab. The "2 Back" tab is the side of the adhesive.
CloseIf your question was not answered in our support topics,
please click here to contact us.3. How should I remove the screen protector? Will it damage my phone or leave any residue?
If the screen protector is thin and flexible, try attaching tape to the corner of the screen protector and pulling it off the phone screen. If the screen protector is a little bit thicker, then it can be removed by using a hard card like an ID or credit card. Lift the screen protector with the card from any corner of the screen protector. Once the corner has been lifted off the device, hold the corner and remove slowly. If you have a GLAS screen protector, it will not shatter. Even if it breaks, the GLAS will not damage or leave residue on your phone screen. Since all of our screen protectors are designed with a special silicone adhesive, it will not leave any residue on your screen if you choose to take it off. CloseIf your question was not answered in our support topics,
please click here to contact us.Social Media and Promotions
1. Why isn't my discount code working?
Our promotional discount codes do have a limitation on certain items. Orders must be over $12 USD to qualify for the discount. If there are other conditions to the discount, it will be explained to you at the time that the code is given or will be stated on the promotional event. If your order does exceed the $12 minimum product value then please contact our customer support through our Help Desk found on your Account Dashboard for more information regarding the code that you received. Thank you.
If you are having difficulty locating the Discount Box to enter the code. Please look at your shopping cart before proceeding to 'Checkout' and there should be an area near the bottom of the order form to enter the code.
CloseIf your question was not answered in our support topics,
please click here to contact us.2. Where can I add the discount/gift code?
If you are having difficulty locating the Discount Box to enter the code. Please look at your shopping cart before proceeding to 'Checkout' and there should be an area near the bottom of the order form to enter the code.
CloseIf your question was not answered in our support topics,
please click here to contact us.3. Are your online events open internationally?
Generally, yes.
Most of our contests and giveaways will be open to our international fans unless specified otherwise.
However, please note that while international packages will be marked as a “gift,” all packages will be subject to the customs process.
This means that if for some reason a customs fee is placed on your package, SPIGEN SGP is not responsible.
CloseIf your question was not answered in our support topics,
please click here to contact us.Customer Support
1. I sent in a question to Customer Support, how long will it take to receive a response?
We do our best to try and answer your questions as quickly and efficiently as we can.
But when there is a large number of emails, we do our best to answer within 2-3 business days.
Our office is open on Monday-Friday 9AM-6PM.
We are closed on Weekends and Holidays observed by the United States Postal Service, so questions submitted after our office hours are replied back on the following 2-3 business day.
CloseIf your question was not answered in our support topics,
please click here to contact us.2. I'm being asked to verify my Shipping and Billing address, what do I do?
If your order is placed on Hold, or you recieved a notification stating we need a verification, it is probably due to the fact that your Billing Address and the Shipping Address is different.
Recently we've experienced several credit card fraud cases where purchases were made without the consent of the card holder, and we are trying our best to protect a customer’s identity and credit card information.
For Domestic Customers:
Someone should have contacted you to verify over the phone your Billing and Shipping address, if you have not recieved this phone call, please contact us at info@spigen.com
For International Customers:
If you would like us to process this order, please send us an email to info@spigen.com with a photo of you holding the credit card showing ONLY LAST 4 digits of the credit card number and an ID showing the billing address for verification.
CloseIf your question was not answered in our support topics,
please click here to contact us.3. How do I contact Customer Support?
You can find our Customer Support on your account Dashboard. Use the dropdown menu to contact the exact department that you would like to reach.
If urgent inquiries are sent to the wrong department, it may not get processed as soon as it would have in the correct department.
CloseIf your question was not answered in our support topics,
please click here to contact us.
