FREQUENTLY ASKED QUESTIONS
WHEN WILL MY ORDER SHIP?
For U.S. Orders: Most orders will be shipped within 24 hours during business hours (excluding pre-sale/backorders, and cases needing embossing or engraving services).

For international Orders: International orders are usually processed and shipped within 1 to 3 days (same exclusions as U.S. Orders).

PRE-SALE ITEMS: An item on pre-sale will be marked with the futures date shipping window ETA in bold red letters, and will reference a discounted price above the BUY NOW TAB. Processing times may be extended for newly released items, and during the busy Holiday Season. During major device releases ( an iPhone release for example), lead times may be extended beyond our control. We appreciate your patience, and Sena Cases will ship your order as soon as possible.
I NEED HELP DECIDING ON A PRODUCT TO PURCHASE.
Our customer service team is here to help. They have many combined years of product knowledge, and would love to help you find the right product for your needs. They can be contacted at 714-575-7461 or 888-736-2872 (dial 2 at the prompt) from 7am to 4pm PST Monday through Friday. You can always email them as well at support@senacases.com.
I CANNOT FIND MY DEVICE LISTED ON THE SENA WEBSITE.
Please email our customer service department at support@senacases.com. A product may be in the development stages for the device you are inquiring about.
IF SENA DOES NOT MAKE A CASE MODEL FOR MY DEVICE, IS THERE A CASE YOU CARRY THAT IS CLOSE ENOUGH THAT I CAN PURCHASE?
Our products are designed specifically for the exact device it is to fit over. We do not endorse using a case model not specifically made for the device you own. You are free to purchase an alternate model product, but we cannot warranty the product should it be stretched or damaged from use with a device it was not meant for. If you purchase the item, and it does not fit as you desire, you can call us for a return authorization minus shipping charges. The item must be in unharmed and showroom condition.
I AM TRYING TO ORDER A CASE, AND IT WILL NOT LET ME CHECK OUT OR ADD THE ITEM TO THE SHOPPING CART.
Please contact our customer service team at support@senacases.com. They can assist you with any website issues, and would be happy to take an order over the phone if you so desire . The number is 714-575-7461 or 888-736-2872 from 7am to 4pm PST Monday through Friday.
THE ITEM I AM ORDERING IS COMING UP AS BACKORDERED IN MY SHOPPING CART.
The item is currently out of stock, or may be recently discontinued. Unless specifically mentioned on the website, please email us at support@senacases.com for more information. You can call customer service at 714-575-7461 or 888-736-2872 from 7am to 4pm PST Monday through Friday for an estimated date when the item will be back in stock as well. If you have placed an order for a backordered item, then your order will be shipped out as soon as we have restocked the item.
WHAT DOES PRE-SALE MEAN ON AN ITEM I WOULD LIKE TO ORDER?
A PRE-SALE item is a brand new product arriving at a later date for the first time. Any item we carry that qualifies as a pre-sale is marked as such, either on the photo of the item, or below the price of the item. We include the estimated shipping window for the items release as well. Sena Cases offers a pre-sale discount price reflected when the item is added to the shopping cart. Product eta information is subject to change at any time, and may be delayed beyond what is shown on our website. The order will be shipped out as soon as we have stocked the item for the first time. We process pre-sale orders on a first come, first serve basis.
I HAVE LOGGED INTO MY ACCOUNT PER THE LINK ON THE ORDER SUBMISSION EMAIL SENT TO ME. WHAT DOES PENDING FULFILLMENT MEAN?
Pending Fulfillment simply means that your order waiting to be processed. Once it has been processed for shipment, you will receive a fulfillment confirmation email.
WHEN WILL MY ACCOUNT BE CHARGED FOR THE ORDER?
You will not be charged until the item is processed for shipment (PayPal and phone submitted orders are charged at the time of order placement).
WHEN WILL MY ORDER SHIP AND BE DELIVERED?
International (NON USA) Destinations:
Orders are processed for shipment within 1-3 business days (out of stock, pre-sale, and embossing/engraving request items excluded). We ship using the following service:
FED EX INTERNATIONAL PRIORITY - (eta 2-5 business days)

United States Destinations:
Submitted orders are processed for shipment within 24 hours of Sena receiving the order submission (out of stock, presale, and embossing/engraving request items excluded). We ship to domestic USA locations using the following shipping methods:
USPS (Post Office) STANDARD MAIL - (SUNDAY NOT A TRANSIT/DELIVERY DAY) (1-9 days)*
USPS (Post Office) PRIORITY MAIL - (SUNDAY NOT A TRANSIT/DELIVERY DAY) (1-4 days)*
FED EX GROUND - (SAT-SUN NOT A TRANSIT/DELIVERY DAY) (1-5 days) *
FED EX EXPRESS- (SAT-SUN NOT A TRANSIT/DELIVERY DAY) (2-3 days) **
FED EX 2 DAY - (SAT-SUN NOT A TRANSIT/DELIVERY DAY) (2 days)**
FED EX STANDARD OVERNIGHT - (SAT-SUN NOT A TRANSIT/DELIVERY DAY) (1 day)** #

*Orders received by 11am PST Monday-Friday have a high likelihood of shipping on the date of order placement (out of stock, presale, and embossing/engraving request items excluded). # a common example of the weekend not counting as a transit day is an order placed and shipped on a Friday via FED EX 1 DAY service. This package would be delivered on Monday, not Saturday.
**Orders received by 2pm PST Monday-Friday will be shipped on the date of order placement (out of stock, presale, and embossing/engraving request items excluded).
Transit estimates are calculated from the time the carrier picks up the package, and this may not occur on the same date the order was processed for shipment.
During a major device release (iPhone, iPad), our lead times may be extended without prior notice.
Sena Cases is located in Southern California. For USA destinations, please note the transit times listed above. A premium shipping method may actually arrive at a later date than a less expensive service, if the destination of the order is within a normal shipping day from our headquarters in Anaheim, Ca.
Please email us at support@senacases.com, or contact our customer service team at714-575-7461 or 888-736-2872 from 7am to 4pm PST Monday through Friday PST if you have any specific shipping questions you need answered.
WILL I BE GIVEN A TRACKING NUMBER WHEN MY ORDER SHIPS?
United States Destinations:
A tracking number will be provided, and will be listed on the order fulfillment email as a clickable link. This email will be auto generated at the time the order is processed for shipment. Please allow 24 to 48 hours for tracking info to populate.

International (NON USA) Destinations:
Most destination addresses will include a tracking number with the order fulfillment email as a clickable link. Certain international destinations are required to be processed manually, and as a result a tracking number may not be listed on this notice (A tracking should be available within 24 to 48 hours of this notice upon request). Our customer service department may be contacted via email at support@senacases.com (please reference the sales order number in the subject line of this email, or you can respond directly to order fulfillment email). Delivery estimates are between 1 to 7 business days from the date of this notice. If you do not receive the order within 7 business days, please contact us for assistance. If a tracking number is provided on this notice, please actively monitor it for any delays or issues and contact Fed Ex to make any arrangements needed to ensure proper delivery.
I MADE A MISTAKE ON MY RECENTLY SUBMITTED ORDER. CAN YOU HELP ME FIX IT?
If you need to make changes to your order, please have your sales order number, and call us at 714-575-7461 or 888-736-2872 from 7am to 4pm PST Monday through Friday PST as early as possible. You can include an email to us at support@senacases.com as well. Provide the sales order number and state PLEASE EDIT ORDER in the subject line. Both calling and emailing our customer service department will increase the likelihood of Sena being able to edit your order before it has been processed for shipment. If an order has been processed for shipment before a change could be made, we will give instructions for a return, exchange, or refund. Please do not refuse the package, for any accrued shipping charges would be your responsibility. When the order is receive, please contact us for a return authorization number. We will refund or exchange the item upon receipt of the order back to Sena.
I HAVE NOT RECEIVED MY ORDER.
The order may not be ready to ship yet, due to the item(s) not being available or in stock at the time of order placement. If you have received a fulfillment email, and it contains a tracking number, click on the link. It will have the current status information from the shipping company. If the fulfillment email does not include a tracking number, it may be a Post Office shipment. They do not come with a tracking number including with the shipment. Transit times are 1-7 business days for Post Office Standard, and 1-4 business days for Post Office Priority Mail. You can always contact us at support@senacases.com, but most of the time the package will be delivered within this transit window. International destinations do not come with a tracking number supplied with the fulfillment email. Please allow 1 to 5 business days from the date of this email for delivery of the product. If you no not have receipt of the item after this time has passed, please email us as soon as possible. International destinations have high return fees for un-deliverable goods, and a return of the shipment to us by Fed Ex is billed at a much higher rate than the rate billed to you. We may not be able to refund the transaction, or even accept the goods back from the destination country.
I CALLED /EMAILED CUSTOMER SUPPORT AND I HAVEN'T RECEIVED A RESPONSE.
Please allow 24 hours for a response to your inquiry (72 hours if the inquiry falls over the over the weekend. Our customer service department is open from 7am PST to 4pm PST Monday -Friday (excluding Holidays). During major releases such as a new iPhone or iPad, incoming customer service calls and email inquiries increase tremendously. We appreciate your patience in receiving a response. We will respond as soon as humanly possible.
MY PACKAGE SHOWS UNDER THE TRACKING NUMBER AS DELIVERED BUT I HAVE NOT RECEIVED IT.
USPS and FedEx will leave your package at your doorstep if no one is available to receive the package at the time of delivery. First, check with your household members and neighbors. If no one brought in your package, contact the carrier with your tracking info. Sena is not responsible for any package that is lost or stolen after being marked as delivered by the courier. It is not viable for Sena Cases to require signature delivery on our shipments, due to the high number of receiving customers not being available or present at the time of delivery. Please email our customer service department at support@senacases.com, or call them at 714-575-7461 or 888-736-2872 from 7am to 4pm PST Monday through Friday if the package is marked as delivered is lost, and you have exhausted all efforts to find the shipment.
I RECEIVED THE WRONG PRODUCT.
We do apologize for the error. Please contact our customer department at support@senacases.com. They will promptly rectify the error for you.
HOW DOES THE REMOVABLE BELT CLIP SYSTEM WORK?
All of our removable belt clips have an integrated spring-loaded release button. When pressed, this button will allow your case to be released from the belt clip. Please note: on the Ultra Belt Clip versions, the case must be positioned perpendicular to the belt clip in order for it to be released from the belt clip. This is not required for the Removable belt clip tab (with Ballistic Ratcheting Belt Clip) or Removable Ratcheting Metal Belt Clip System (selected cases). Please know that the Ratcheting Belt Clip on all Elega cases is integrated and not removable, although it does ratchet 360 degrees.

The unique design of the removable belt clip system offers an option to use your case with or without the belt clip. It also provides both free-motion and ratcheting settings.

Installing the Ratcheting Belt Clip:

1. First locate the plastic bag, which includes the round metal peg, screw and hex key.
2. Locate the rectangular base plate on the back of your case.
3. Line up the recessed rectangular area of the peg to fit over the rectangular protruding area of the mounting base plate. Ratcheting teeth should face away from the case.
4. Insert the screw into the peg and securely tighten the screw through the peg onto the mounting base plate using your hex key.
5. Slide the peg (with case) into the black belt clip. Click it in once for a free-moving rotation setting. Click it in twice for a ratcheting rotation setting.
To remove the peg from the belt clip, push the tab on top of the black clip for easy release with one hand. You can remove the peg by unscrewing it with the hex key.
Important: Please make sure you torque or further tighten the screw during the break-in period (3 to 7 days after installation). Failure to do so may result in the screw becoming loose and your device falling to the ground. Periodically check to be sure that the screw is tight throughout the lifespan of the belt clip.
I HAVE THE ULTRASLIM POUCH HOW DO I REMOVE MY DEVICE?
1. While your device is in the UltraSlim Pouch, hold the edges of your device over the pouch with your thumb and fingers of one hand.
2. With your free hand, place your thumb at the base of the device and gently push the device upward while bending the bottom of the pouch upward.
3. Once your device is halfway removed from the pouch, pull the device from the top uncovered portion. The UltraSlim Pouch will bounce back to its original shape.
ARE THERE ANY CARE SUGGESTIONS FOR MY SENA CASE?
All leather requires care and attention in order to extend its lifetime use and functionality. Please see our leather care suggestions below.
Leather Care

TO CARE:
Keep your leather case out of direct sunlight or heat. Any unnatural application of heat may damage your case, causing it to dry and crack.
Allow your leather case to breathe. Please cover in a breathable cloth (such as cotton) when stored or not in use. Do not use an airtight case such as a plastic bag.
If case becomes wet, apply firm pressure with towel or other absorbent material. DO NOT RUB. Let leather dry in room temperature. Do not attempt to quicken the process by applying heat. Apply a conditioner sparingly if so desired after completely drying the case.

TO CLEAN:
Wipe down case with soft (100% cotton) cloth to remove excess dirt or dust. Make sure the case is dry. All leather products will deteriorate over time, as the natural fibers in the leather break down. Extending the lifetime of the case requires care and cleaning. Conditioners are also a method of treatment, but use as little product as possible. We do not recommend leather cleaning products on white or similarly light toned case finishes. Simple cleaning with a dry, soft clean cloth every week will provide longer-lasting use of your leather case.
THE FIT ON MY SENA CASE IS TOO TIGHT.
Every Sena case is individually handcrafted from the finest quality full grain leather. Unless designed for additional coverage, our cases are form fit to each device it is made for. We design each case for the tightest fit. This ensures that as the case is used over time, it does not become too loose. Fine leather opens up and stretches over time, creating the ideal form and fit over the device itself. During the break-in period, the leather adjusts to both the device and the individual habits of the user. Gentle use and massaging of the leather will help ease in the break in period.
I HAVE AN IDEA FOR A NEW PRODUCT.
We want to hear from you! Email support@senacases.com. We would be happy to forward the info to our product development department for future consideration.

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