FAQs

Currently, we offer designs personalized by us, but don't worry—customer customization is coming in June! Stay tuned for this exciting update. 🚀

For any inquiries or issues, reach out to us via email at love@clayshell.com or at Contact Us.

Orders can only be modified or canceled within 12 hours of being placed. After that, we begin processing, and changes or cancellations are no longer possible.

Yes! Once your order is packed and ready, you will receive a tracking number via email. Please allow up to 24 hours for tracking information to update in the system.

All orders are shipped from our USA warehouses.

Yes! We proudly offer international shipping to:

• United States, United Kingdom, Canada, Australia, Germany

Note: Customs fees, taxes, and import duties may apply and are the responsibility of the customer.

• Processing Time: Typically 2 days to 5 days (often sooner). This is the time required to make, print, and fulfill your order.

• Delivery Time:

---> USA Standard (UPS & USPS): 2-5 days (Excluding Sundays)

---> Canada Standard (UPS): 5-10 Days (Excluding Sundays)

---> Europe/International Standard (UPS): 5-30 Days (Excluding Sundays) depending on location (Shipped from USA)

---> Fast Shipping (Coming Soon)

Note: These are estimated timeframes. Occasionally, delays may occur due to factors beyond our control.

• For USA Domestic orders, we use UPS to the local depot, with USPS handling the final delivery.

• For USA Priority orders, we plan to introduce FedEx soon (Coming Soon 🚀).

• For Canada orders, we use UPS, offering a service equivalent to First Class International.

• For Europe, UK, and International orders, we use UPS, with domestic carriers managing the final delivery within the destination country.

If you realize that your shipping address is incorrect, please email us immediately.

• If your order has not yet shipped, we will try to update it.

• If your order has already shipped, we cannot change the address. If the package is returned to us, you will be responsible for the re-shipping cost.

Important: Your package will be sent to the exact address you provide at checkout. Please double-check your shipping details before placing an order. We do not offer refunds or replacements for items shipped to an incorrect address.

If your package is marked as "Delivered" but you have not received it:

• Check your mailbox, doorstep, and surrounding areas.

• Confirm that the shipping address on your order is correct.

• Wait 3 days, as packages are sometimes marked “Delivered” before they arrive.

If you still cannot locate your package, contact the shipping carrier:

• USPS: 1-800-275-8777 (USA Orders Only)

• UPS: 1-888-742-5877 (USA Orders Only)

Note: Clay Shell is not responsible for lost or stolen packages once they leave our facility.

No, we do not offer exchanges because all of our products are hand-customized and print-on-order.

We take great care in processing orders, but mistakes can happen. If you receive a damaged or incorrect item, please contact us within 7 days of receiving your order with:

• A clear photo of the issue
• Your order number

We will review your request and either:

• Send a replacement at no extra cost OR
• Issue a refund

Note: Color variations due to screen settings or lighting are not considered damage and are not eligible for refunds.

No, we do not accept returns once an order has been delivered. All sales are final.

• Once approved, refunds take up to 7 business days to process.

• You will receive an email confirmation once the refund is completed.

• After processing, it may take 5–10 business days for the refund to reflect on your bank statement.

Important: Shipping costs are non-refundable. If a refund is issued, only the product price will be refunded.