Vos questions, répondues

We stand behind the quality of our products and offer the following warranty coverage:

Phone Cases:
If your Pela case becomes damaged within one year of purchase, we’ll send you a free replacement.

If you'd prefer a refund instead of a replacement, you may request one within 90 days of your purchase.

Accessories:
For accessories, we offer either a refund or replacement within 90 days of purchase in the event of damage or defect.

If you need to file a warranty claim, please reach out to our customer experience team with your order number and a photo of the issue—we’re here to help!

Change your mind? Need a different size or color? It doesn’t really matter the reason because our 100% Happiness Guarantee means just that! We’ve made it quick and easy to find a solution for any return or exchange!

1. Make sure to have your order number and shipping zip/postal code ready! You can find your order number in the header of your confirmation email or in the top right corner of the open email.
   
   
2. Visit our Return Portal and follow the steps to return/exchange or receive a replacement!
   
   
3. You'll get an email as soon as your return or exchange is processed letting you know you have a new product, gift card or refund coming your way!

Yes, a small handling fee applies to returns, which varies based on your location. This helps cover processing and shipping costs to ensure a smooth return experience.

Pela has a $500 Screen Protection Guarantee. If your screen cracks while wearing a Pela Case AND our screen protector, we'll pay for the repairs. You can find details on this program here.

Yes, if you are not satisfied with your custom case you can submit a return through our returns portal.  However, the custom fee is non-refundable.

Yes! If you received an item as a gift, you can return or exchange it within 30 days from the original purchase date. Our return portal makes the process quick and easy—simply start your return/exchange [here]. If you need any assistance, our support team is happy to help!

Mistakes can happen and we’ll definitely help get you sorted and a case you love on your phone!

If you are not satisfied with your Pela Case, or your case has any defects, please email us hello@pelacase.com or come on LIVE CHAT within 30 days of purchase and we will happily work with you to resolve the issue.

If you purchased a Pela product from Amazon or any of our retail partners, you can either return or exchange it directly with them, or contact us at hello@pelacase.com! Please note, you won't be able to use our return portal for retail or Amazon orders but we'd still love to help you!

Once your return is in transit and tracking is active, your replacement or exchange will be processed and shipped within 3-5 business days. You’ll receive an email with your shipping confirmation and tracking details as soon as it’s on the way!

Refunds are processed once your return is in transit. The timing of the refund appearing in your account depends on your bank. Most banks process refunds within 1-3 business days, but in some cases, it may take up to 10 business days for the funds to be reflected in your account.

Not sure which phone you have? No worries! 📱 You can easily find your phone model by checking your device settings or looking at the back of your phone. For step-by-step instructions, check out our blog post here to find out exactly which model you own!

Let's face it, a compostable phone case NEEDS to also protect your phone from daily drops… otherwise what’s the point?

We’ve had the Pela Case tested to far beyond your average phone drop out of a pocket so you can rest assured that the job of a phone case is still getting done.

Our case has a subtle 2mm lip around the edges to help protect your screen from drops. It’s not bulky, but it provides the protection you need!

Pela cases are Apple drop-tested up to 6 feet and built with military-grade protection for reliable durability.

1. Pull the tab to peel off the circular plastic film from the MagSafe module.
2. Place the MagSafe module on the back of your phone; the magnet will automatically align it.
3. Remove the larger rectangular plastic film.
4. Slide your Pela Case over your phone, securing it in place over the MagSafe module.
5. Rub the back of your case to ensure the module adheres properly.
6. A thin layer of plastic will stay on the module to keep the magnets secure—no need to remove it!

Your Pela case is now MagSafe-ready! 

1. Remove your Pela Case from your device.
2. Clean the screen: Use the prep wipe to remove oils, dust, and residue. Let it dry, then buff with the microfiber cloth.
3. Apply the nano-coating: Wipe in slow circular motions across all glass surfaces. Let dry for 10 minutes.
4. Buff off the residue with the cloth. Enjoy your invisible shield!
5. For optimal results, we recommend reapplying every 6–12 months, or sooner if your screen is exposed to frequent wear and tear.

Warning: Canopy cannot be used on pre-existing cracks or refurbished screens

1. Clean your screen with a microfiber cloth
2. Apply 1/3 of the vial to cloth and wipe your screen
3. Wait 2 minutes
4. Wipe away excess liquid
5. Reapply every 6-8 months

Warning: Canopy cannot be used on pre-existing cracks or refurbished screens

1. Clean Your Case: Start by wiping the back of your Pela case with a clean, dry cloth to remove any dust or residue.
2. Position the Grip: Decide where you’d like the grip to sit on your case. Center it for a balanced feel or adjust for your comfort.
3. Peel and Stick: Remove the adhesive backing from the Pela Grip and press it firmly onto the desired spot on your case.
4. Secure It: Apply even pressure for 10-15 seconds to ensure a strong bond.
5. Let It Set: Allow the adhesive to fully set for a few minutes before using.

Your Pela Grip is now ready to provide a comfortable hold and double as a handy stand!

Soft, flexible and a little bit of grip is how every Pela Case can be described. Outside of being one of the most protective cases on the planet, the next most important thing is how a case feels in your hands!

Protect Your Phone and the Planet™

The Pela Case is made of Flaxstic®, which is comprised of compostable bioplastic elastomer and flax straw materials. Our material has been tested to be safe and free of phthalates, BPA, cadmium and lead and is verified to meet child safety standards in the U.S., Canada, Europe, Australia and New Zealand. Our base material meets U.S. (ASTM D6400-04) and E.U. (EN 13432) standards for composting in an industrial composting facility and has a lower carbon footprint and lower greenhouse gas emissions than traditional plastic. It can also be left to biodegrade in a home composting environment.

Our material is 35-40% biobased, which means it is made up of 35-40% biobased (renewable) content by weight. The ASTM Standard D6866 defines biobased as new carbon (carbon from renewable resources like plants). We add up to 10% flax shive to the base material to create Flaxstic®, which increases the overall biobased content by weight to 45%. The remaining 55% of our current Flaxstic® formulation is comprised of non renewable resources.

Our ultimate goal is to continue to work with the best bioplastic companies to advance the bioplastic and biopolymer science to get to 100% biobased (renewable) content. We are not there yet, but we will keep trying and we believe 45% biobased is better than none. #BelieveInBetter

Responsibility Economy™
We take responsibility for our Pela products throughout their entire life cycle.

Pela phone cases are especially easy to dispose of. Once you are ready to compost your Pela Case, all you’ll need to do is toss your used case in your backyard compost bin, give it all a mix, and let the microorganisms do the rest of the work or add it to your Lomi Approved cycle. If you don’t have a backyard compost bin, check with your local composting facility to see if they accept bioplastics, or return your phone case to us and participate in the Pela 360 program.

Those little specks are actual flax shive pieces! Pretty cool, huh? Not only does this provide strength and natural shock absorption, it also makes each piece like a snowflake. No two cases are exactly alike. Also, it’s the best way to get someone to ask you what your case is made of and you can tell them all about your planet-loving case :)

It means our cases are designed with your health and safety in mind! Pela products are free from harmful chemicals and allergens, including BPA, BPS, lead, cadmium, phthalates, nickel, and soy—which are often found in plastics and can pose health risks. With Pela, you get a safe, non-toxic case that’s better for you and the planet!

We're proudly made in Canada! 🇨🇦 Over 80% of our cases are crafted at our Kelowna Sustainability Studio, where we also recycle materials, test compostability, and develop innovative products. For products we can’t currently produce in Canada—like our Clear Cases—we partner with trusted manufacturers in China to maintain our high sustainability standards.

We take responsibility for our Pela products throughout their entire life cycle. We will even find a graceful end of life for your conventional plastic case by either upcycling it into a new Pela product, or making sure it gets recycled properly. You can find out even more info about Pela 360 here!

While people measure earth-friendliness in many ways and by different standards, we measure it by the way we minimize harm to the environment in comparison to traditional plastic cases. We are hyper-aware of the greenwashing happening—using eco-friendliness as a marketing tool to sell more products— and are actively trying to avoid being lumped into that category. For us, that doesn’t mean we claim to be perfect, but we strive to be better and better with every business decision we make.

From manufacturing to packaging, here’s how we hope to displace waste and pollution in the tech accessory market:

Material

• Flaxstic uses renewable feedstock (starch, natural fibres) as a substitute for petroleum-based feedstock and reduce the amount of greenhouse gas emissions associated with plastic production
• Our compostable material helps to reduce landfill waste, breaking down completely without leaving behind any toxic residue
• Solid waste landfills are one of the largest man-made sources of methane gas (CH4) in the US. Methane is known to trap heat and is a powerful greenhouse gas that is linked to climate change and global warming
• Our packaging material is plastic-free - why does your case need a case? We ship our cases naked in a 100% recycled and recyclable paper envelope (also compostable) to further reduce our plastic waste footprint and single-use plastic consumption
• Flax shive is an annually renewable byproduct of the flax oilseed harvest in Canada and is typically burned down at the end of each season. Using this “waste” byproduct gives our cases added strength and natural shock absorption and provides local farmers with another source of revenue
• What good is a plant-based material if it’s not beautiful and functional? We agree! A phone case that does not protect your phone or breaks down easily is just another piece of junk, regardless of its properties. That’s why we always iterate our products to ensure that Pela Case is designed to serve you for as long as you need it

Manufacturing

• Wherever we can in the process, we use reputable local businesses and resources to help fill our needs. Not only do we love supporting our local makers in Canada, this helps us reduce our transportation of goods footprint as well as using pre-existing facilities instead of building new ones and taking up more space and resources
• We do meticulous market research and so we are not creating products that have low or short-term demand. While sometimes in business it is tempting to make stuff just to cash in, for us, we measure profits and sales against the long-term impact on the planet
• Our products are made ethically with fair wages and safe practices across the entire process