WHEN WILL MY ORDER SHIP?
For U.S. Orders: Most orders will be shipped within 24 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).
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.
WILL I BE GIVEN A TRACKING NUMBER FOR MY ORDER?Tracking numbers are based on the type of shipping you choose. All FedEx shipments include a tracking number, which can be used to track your package on the FedEx.com. USPS shipments include only a delivery confirmation number, which is NOT a tracking number. USPS occasionally updates these delivery confirmation numbers with tracking information, however up-to-date information with this method is not guaranteed. Sena does not provide tracking information directly.
WHY HAVE I NOT RECEIVED MY ORDER YET?FedEx and USPS have their own respective estimated delivery times. Please see our shipping policy for delivery time details: http://www.senacases.com/store-info/shipping. Please note that these shipping estimates are for business days only (Monday-Friday).
I ORDERED FEDEX OVERNIGHT (OR EXPRESS 2DAY) BUT WHY DID I NOT RECEIVE MY PACKAGE ON TIME?If your order was placed after our 2pm PST cut-off time, your order will not be shipped until the next business day. FedEx does not deliver or count weekends as a shipping day; if you place your order for FedEx Overnight on Friday, you will not receive it until Monday.
WHY, WHEN I TRY TO TRACK MY FEDEX SHIPMENT, IS THERE NO PICKUP INFORMATION?When we process an order, our system automatically generates an email notification and a FedEx notification for each customer. If your tracking number does not show a pickup, please check the following business day, as your order may have been processed after our FedEx pickup time.
MY PACKAGE SHOWS DELIVERED BUT I HAVE NOT RECEIVED IT. WHAT SHOULD I DO?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. Any package left at your doorstep is your responsibility. Sena is not responsible for any package which is lost or stolen after being delivered by FedEx or USPS. No refund will be issued and no order will be reshipped if FedEx or USPS has updated your package information as “Delivered.”
I MADE A MISTAKE ON MY ORDER. CAN I EDIT MY ORDER?If you need to make changes to your order, please email us at firstname.lastname@example.org or call us at (949) 732-7700 BEFORE 3pm after you have placed your order. No order can be edited after it has been processed and shipped. Please title your email subject “EDIT ORDER,” and be sure to include your order number. If you would like to cancel your order, you can do so on our website by logging into your account, selecting “See Orders,” clicking on your order and choosing “Cancel.”
WHAT DOES AN ITEM ON “BACKORDER” MEAN?“Backorder” is the term we use for items currently out of stock. Unless specifically mentioned, please contact us at email@example.com or at (949) 732-7700 for an estimated date when the item will be back in stock. 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. You will not be charged until after the item has been shipped.
WHAT DOES “PENDING FULFILLMENT” MEAN?“Pending Fulfillment” simply means that your order is currently being processed. Once it has been processed and shipped, you will receive an email confirmation and your order status will change to “Item Fulfilled.”
WHAT DOES “PENDING BILLING” MEAN?It means your order has been processed and shipped; however, your account has not been charged.
WHEN WILL MY ACCOUNT BE CHARGED?Your account will not be charged until after the order has been shipped.
HOW CAN I RETURN AN ORDER?Orders must be returned with a Return Authorization (RA) number for a refund or exchange. NO RETURN WITHOUT AN RA NUMBER WILL BE ACCEPTED. You must contact us at firstname.lastname@example.org or at (949) 732-7700 for a Return Authorization number. Please have your sales order number available when contacting us for an RA number. For more information on returns, please see our Return and Exchange policy: http://www.senacases.com/store-info/return-and-exchange.
CAN I EXCHANGE THE ITEM I ORDERED FOR A DIFFERENT ITEM?Exchanges also require a Return Authorization (RA) number. Please see our return and exchange policy at: http://www.senacases.com/store-info/return-and-exchange.
Product Help Information
HOW DOES THE BELT CLIP 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.
HOW DO I TAKE CARE OF MY LEATHER CASE?All leather requires care and attention in order to extend its lifetime use and functionality. Please see our leather care suggestions below.
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. DO NOT RUB. Let leather dry in room temperature. Do not attempt to quicken the process by applying heat. Apply conditioner after completely dry for restoration.
TO CLEAN:Wipe down case with soft (100% cotton) cloth to remove excess dirt or dust. Make sure the case is dry. Apply a small amount of cleaner to a clean cloth, and rub gently to remove dirt or blemishes. Apply a clean, dry towel to polish. It is also recommended to apply a conditioner afterwards to polish and restore. Sena offers our recommended leather cleaner and conditioner kit on senacases.com.
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. Simple cleaning with a dry, soft clean cloth every week will provide longer-lasting use of your leather case.