Ordering

• Can I make changes to my order after placing it?

  We apologize for any inconvenience, but we cannot modify existing orders once they've been placed. However, if your order hasn't been processed yet, you can cancel it and place a new one. Please reach out to us within 12 hours using the email address associated with the order and provide your order number for a smooth and efficient process.

• How do I know if my XTREM order was successfully placed?

  If you have received an order confirmation email from us, your order was placed successfully! You can also log into your account to view your order history and check your most recent order.

• Why does my order status say "On Hold"?

  This typically happens when the shipping address is incomplete or missing details like a street or suite number. You'll receive an email from us if there are any issues with your order. If you haven't received an email, check your spam or junk folder.

• How can I locate my order number if I checked out as a guest?

  If you checked out as a guest, you would have received an order confirmation email from us with your order number. To track your order, you can register an account using the same email address you used during guest checkout. Log in to your account and click "Track Order" to view your order history and status.

• Why am I not receiving my order confirmation email?

  Order confirmation emails may end up in your spam/junk folder. If you still can't find it, please contact us and we'll investigate further.

• How long does it take for my order to ship?

  XTREM will ship your order within 24 hours, but the shipping times vary based on the product and destination.

• What should I do if an item is missing from my order?

  Please be sure to check all boxes in your shipment thoroughly. If you're still missing an item, please contact us for assistance.

• Does XTREM offer free international shipping ?

  Yes, we offer free standard international shipping for orders above a certain value (after discounts). Some regions may not be eligible due to logistical constraints. Please check the available shipping options for your location on the checkout page.

• How do I track my XTREM order?

  Log in to your account (the one that you made your order with) and navigate to the  Track Order section and view your order status. Please note that tracking information may take 2-4 business days to become available after your order ships.

• Will I get my discount code back if I cancel my order?

  If your discount code hasn't expired, it will be refunded automatically when you cancel your order. Expired codes cannot be reused.

• Why is the charge on my credit card different from my order total?

  Some banks apply small transaction fees for your purchases, which XTREM does not receive or refund. If you notive any other discrepancies, contact us immediately.

• How does the XTREM E-Ink display work?

  The XTREM case features a circular, four-color E-Ink display on the back. Use the companion app to send an image to the display. E-Ink technology maintains the displayed image without requiring continuous power.

• Does the case have a battery or need charging?

  No. The E-Ink display does not have a built-in battery and does not require a charging cable. Once an image is displayed, it remains visible without continuous power.

• Will the case drain my iPhone battery?

  The case does not continuously draw power from your iPhone to maintain the displayed image. Sending an image uses a small amount of your phone's power.

• How do I change the image on my case?

  Open the companion app, choose the image you want, and follow the in-app instructions to send it to your case's display.

  The app is currently called G Shell and is expected to be renamed XTREM INNO in late November 2026. During the transition, you may still see the name G Shell.

• How does image transfer work?

  For iPhone 14–17 models, image transfer uses NFC. iPhone 18 models support NFC and Bluetooth as an additional image-transfer option. The available method depends on your iPhone model and app version.

  When using NFC, keep your phone close to the appropriate area of the case and follow the app's instructions.

• Will my image stay on the display when my phone is turned off or the case is removed?

  Yes. The E-Ink display maintains the image without continuous power, so the image can remain visible when your phone is turned off or the case is removed.

• How many colors does the display support?

  The current display supports four colors. Because E-Ink technology differs from conventional phone screens, the appearance of colors and image details may vary depending on the image and lighting conditions.

• What images can I display?

  You can use personal photos, pictures of pets, memories, logos, and simple graphics. Image appearance depends on the original image and the characteristics of the E-Ink display.

• Is the XTREM case compatible with MagSafe?

  The case is designed to be compatible with MagSafe accessories, including compatible magnetic wallets, mounts, and wireless chargers. Compatibility and performance may vary depending on the accessory and iPhone model.

• Does the case support wireless charging?

  The case is designed to be compatible with compatible wireless chargers and MagSafe accessories. Charging performance may vary depending on the iPhone model, charger, and accessory.

• What materials is the case made from?

  The case combines a PC shell and TPU frame, together with a circular E-Ink display.

• How much protection does the case provide?

  The case is designed for everyday use and features raised edges around the camera and display to help reduce direct contact with surfaces. We do not claim a specific drop-test rating.

• Can I share images with another XTREM case?

  Where supported by the companion app and compatible devices, you can link XTREM cases and send images to each other's displays. Follow the in-app instructions to connect the cases.

• What should I do if the display does not update?

  First, make sure you are using the latest available version of the companion app and firmware. Follow the in-app instructions and keep your phone close to the case when using NFC. You can also restart the app and try again.

  If the issue continues, contact us at hi@helloxtrem.com with your order number and a description of the problem.

• How do I clean the case?

  Use a soft, slightly damp cloth to clean the case. Avoid harsh chemicals, abrasive cleaners, and excessive moisture around the display and openings.

• How do I install or remove the case?

  Choose the correct case model for your iPhone. Gently fit the phone into the case, making sure the corners are securely in place.

  To remove it, gently release one corner and ease the phone out. Avoid excessive bending or applying direct pressure to the E-Ink display.

• What should I do if my case arrives damaged or I receive the wrong item?

  Please email hi@helloxtrem.com with your order number and clear photos or a short video showing the issue. Our team will review the details and help you with the next steps under our Refund Policy.

• Is G Shell being discontinued?

  G Shell is expected to be renamed XTREM INNO in late November 2026. This is a companion app name change. During the transition, some users may still see G Shell. Please follow the app instructions provided for your device and current app version.

• What payment methods do you accept?

  You can pay using major credit and debit cards, including Visa, MasterCard, American Express, and Discover. We also accept PayPal, Apple Pay, Google Pay, and other secure payment options. All transactions are processed securely, so you can shop with confidence!

• What should I do if I receive an error message at checkout?

  If you see messages like "Invalid transaction error" or "Transaction Not Allowed," it could be due to:
  
  •A debit card not authorized for this type of payment.
  •Your bank rejecting the transaction for fraud prevention.
  •A card not activated for international transactions.
  Please try another card or contact your bank for assistance.

• What if I see“A match of the Shipping Address City, State, and Postal Code failed”at checkout ?

  Please ensure all details are 100% correct and avoid using short forms (eg., for City or State). Do not include the State information within the City input box. If the issue persists, contact us for support.

• Shipping

  Orders will be delivered by the national postal service of the destination country. For shipping outside the United States, you might be required to sign on the package to receive the item. Thus, please make sure to enter an address where someone will be available to receive the package during business hours.

• Do you ship internationally?

  Yes, we ship worldwide!

• How long does standard shipping take after my order is dispatched?

  The estimated delivery time displayed on the checkout page includes both the preparation and shipping time. Actual delivery times may vary depending on the destination. Here's a general guideline for shipping times:
   
  For US orders:
  xxx business days
   
  For non-US orders:
  xxx business days
   
  Please note that standard shipping times are not guaranteed as various factors, such as customs precessing, can affect delivery speed. If you ahve a specific delivery date in mind, we recommend choosing Express Shipping for a faster and more reliable option.

• How long does express shipping take?

  For the majority of countries in the world, Express shipping typically delivers within 3-5 business days from the date of shipment. There are occasions that the delivery may take a bit longer. please refer to the tracking details provided in your shipment confirmation email for the most accurate delivery estimate.

• Why do I need to pay a standard shipping fee for my order?

  We offer free standard shipping for orders above a certain value (after discounts). Orders below his threshold will incur a flat shipping fee. Due to logistical constraints, standard shipping may not be available in all countries. The available shipping options and costs for your location will be displayed at checkout. Please also note that shipping fee is non-refundable.

• Are import taxes and duties included in my order?

  Some countries may require import tax, duties and related customs fees for the imports, and the cost is not covered in payments you made to us. These charges, if applicable, are determined and charged by the customs office of the destination country. For more information, we recommend contacting your local customs office directly.

• Can I return my product for a refund?

  Sure! We're committed to your satisfaction. Please contact us with the reason of return within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide the detailed return instructions. Returns without prior communication will not be accepted. Refunds will be issued to your original payment method. For payments made via credit / debit card or bank account, PayPal (our settlement service provider) may require additional time to process the credit transaction.

• Can I receive a full refund for my order?

  Shipping fees, including express shipping, are non-refundable. Discounts based on a minimun purchase may be revoked if returning items bring the order below the required amount. For partially returned orders with item-specific discounts, the unreturned item will be charged at the original price.

• Can I exchange an item instead of a refund?

  Sure! Please contact us with the reason of return within 10 days from receiving your order, and we'll guide you through the exchange process.

• Do you provide a return label?

  Customers are responsible for all return shipping fees. We recommend using registered and trackable services, as returned packages remain the customer's responsibility until received by our team.

• Can I apply multiple promo codes on the same order?

  We are afraid that only one promo code can be applied per order.

• Does XTREM offer discounts or promotions?

  Yes! Follow us on social media @helloxtrem and subscribe to our newsletter to stay updated on discounts and promotions.