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 well does the XTREM case protect my phone?

  The XTREM case combines high-strength PC with a durable TPU frame, offering excellent protection for your device. It has passed a 20-foot drop test, proving its reliability and durability. Our case perfectly balances protection, functionality, and fun, thanks to its innovative use of advanced materials and cutting-edge technology.

• Does the XTREM case turn yellow over time?

  Our material technology is specially optimized to prevent yellowing, keeping the case looking fresh and clear. Compared to standard transparent TPU, our case performs significatnly better in maintaing its clarity.

• What makes the XTREM case stand out?

  Sleek, light, and MagSafe-ready, the XTREM case offers effortless customization with no batteries or wires - just pure simplicity. Its innovative sandwich strcture boosts your phone's charging efficiency and cooling performance, while perfect button alignment ensures a smooth, tactile experience. Produced with precision molds and automated manufacturing, it delivers consistent quality and exceptional craftsmanship.

• Will the case cause my phone to overheat?

  No, the XTREM case uses an FR4 plate, which offers superior thermal conductivity compared to PC or silicone materials. This effectively dissipates heat from your phone, enhancing its performance.

• What materials is the XTREM case made from?

  It's crafted from a high-resolution e-ink display, TPU, PC, and FR4.

• How do I install the case?

  To install the case, start at the camera corner. Gently press hte phone into the case, ensuring it snaps into place securely.

• How do I remove the case?

  Start by peeling it off from the corner near the camera. Slide the phone out gently to avoid damage.

• Does the case support wireless charging?

  Yes, all XTREM case is fully MagSafe-compatible and supports wireless charging. Its unique strcture enhances heat dissipation during the charging process.

• How do I clean my XTREM case?

  Clean with water and a soft cloth. Avoid using harsh chemicals or alcohol-based cleaning agents.

• How does the display screen perform?

  Our innovative e-ink technology achieves a sharp 212 PPI resolution with a 4-color display. This technology is twice as advanced as trational e-ink screens, delivering exceptional clarity and vibrant visuals.

• Will the phone case affect NFC use?

  Not at all. Just press and hold the orange button below the circular screen to smoothly use NFC features like contactless payments, transit cards, or smart tags.

• 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.