The Ultimate Pela Case FAQ - Your Questions, Answered

Hey hey! Thanks for coming by our official website, we’re so happy you came through :)

Do you have questions about our eco-friendly, sustainable Pela Cases? Whether it’s a recent purchase or a case you’re considering, we’re happy to help answer any questions you may have.

We’ve worked really hard to make this FAQ as comprehensive as possible so you can get answers as quickly as you need them. See if your question is answered below; if not, feel free to email us at hello@pelacase.com!

We love hearing from you and will try to get your questions answered in a timely manner :)

Customer service hours are generally Monday - Friday 8AM - 4PM PST

THE ULTIMATE FAQ!!

Our Most Asked Questions

Pela Case Details

Sunglasses Details

Canopy

Shopping on pelacase.com

Shipping and Delivery Details

Product and Device Fit/Sizing

Product Care

Warranty and Returns

Product Availability

    General Questions


    Most Asked Questions

    How often and how quickly do you ship?

    The vast majority of our cases are in stock at our warehouses in Utah and Kentucky.  We hand-make most of the cases and are replenishing our inventory every 2-3 weeks so the longest delay you should ever see in shipping is about 2-3 weeks IF that item is somehow out of stock.

    There is a 24-48 hour processing time on EVERY order including those with faster shipping.  

    A discount code isn't working, why?

    The majority of our discount codes apply to all cases but exclude some of our less expensive items like Ripple, Walnut, Ivy, Linen Bags and occasionally Canopy. Honestly, we just can't afford to give discounts on some of these items so we have to exclude them from certain offers.

    Also, please note, we only allow ONE discount code per order!


    Is there a tracking number on my order? 

    Limited tracking is available on free shipping and full tracking is available on Faster Shipping options. You will receive your tracking information via email as soon as your order ships - please allow 24-48 hours for this to arrive after purchase of in-stock items!

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    My order hasn’t arrived yet, can you help me find my order?

    We love how excited you are to receive your case! We are too :)

    If it has been longer than 21 business days after your case has shipped, please email hello@pelacase.com and someone from our customer service team will be ready to help you.

    Your trust and support mean the world to us and we thank you for your kind patience while your Pela Case is in transit. But seriously...why can’t we teleport orders yet?! Sigh.

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    I’m not sure which size case to buy, can you help?

    What good is a phone case if it doesn’t fit your phone, right? Don’t worry, we’ve got your back!

    Our phone cases were designed with waste reduction in mind. Not only are they compostable at the end of life, we also designed them so they could fit multi-generations within the same size family. That means if you upgrade your phone, you can keep your case and help us keep tech accessory waste to a minimum!

    Comparing iPhone Sizes for iPhone Cases

    Our smaller case fits: iPhone 5 / 5S and iPhone SE

    Our medium case fits: iPhone 6 / 6S and iPhone 7 and 8

    Our larger case fits: iPhone 6 Plus / 6S Plus and iPhone 7 Plus and 8 Plus

    Double check your phone model before check out if you’re unsure!

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    Will the case break down in my hands/pockets/bag?

    Our Pela Case was designed to protect your phone for as long as you need it and formulated to break down ONLY in a composting environment when disposed of.

    Your case may change texture over time which is normal but we promise it will not fall apart or biodegrade unless it is in a backyard or industrial compost as it needs air, moisture, sunlight and microorganisms to break down.

    If for some reason you notice your phone case breaking down, crack, or warp, our 100% Happiness Guarantee means we’ll send you a brand new replacement case within 90 days of receiving your case to keep your phone protected!

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    How do I dispose of my Pela Case?

    When you no longer need your Pela Case, you can place it in your backyard compost or compost bin. Please double check that your city allows for compostable bioplastics as not all municipalities will accept them.

    We also have a Pela Cycle program where you can send us your old Pela Cases and we can recycle them to make another generation of Pela products! Simply email us at hello@pelacase.com with the subject "Pela Cycle" to get the process started and to thank you for sending your Pela back, you will receive a 20% discount code off your next order.

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    Do you make cases for Android devices?

    All our products that are available for purchase will always be listed on our website (pelacase.com) without exception. If you do not see your device, we unfortunately do not create any accessories for it.

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    Will Pela protect against major abuse/big drops/my toddler?

    Pela is a durable, shock-absorbing case that allows your phone to bounce when dropped.

    Because we have not done official tests,  we cannot claim to be an impact case but we do provide protection from wear and tear as well as small drops, fumbles and the little ones who like to think smartphones are footballs :)

    Please read our reviews from our satisfied customers who love how well Pela has protected their phones!

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    I ordered the wrong case/received the wrong case, can I get an exchange?

    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 within 90 days of purchase and we will happily work with you to resolve the issue. 

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    Are you in any stores in _____?

    You can find Pela at a number of retailers! Check out our Store Locator here. Simply search by Postal Code!

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    What is your screen protection guarantee?

    Pela has a screen protection guarantee. You can find details on this program here.

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    Pela Case Details


    What are your Pela cases made out of?

    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 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 content. We are not there yet, but we will keep trying and we believe 45% biobased is better than none. #BelieveInBetter

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    What makes Pela so eco-friendly?

    While people measure eco-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
    • For example, we use a local injection mold facility and a local engraver in Saskatchewan (Pela HQ) so we can manage inventory to meet demand and reduce the amount of overstock we make
    • 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


    Giving Back

    • Pela is a proud member of 1% for the Planet where we donate a percent of our sales to non-profit environmental organizations. Our main focus is clean water and clean ocean intiatives but we are hoping to help out other environmental causes that help protect the natural playgrounds we love
    • Pela partners with environmentally focussed organizations throughout the year on special collaborations to help support events and raise awareness for environmental causes
    • Our Pay it Forward referral program rewards sales by donating $3 to a charity on behalf of the customer who made the successful referral. That means, just by sharing on Facebook and Twitter, our customers can help us raise money for charities like Amnesty International and World Wildlife Fund

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      What are all the little specks?

      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 :)

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      Is Pela Case an impact case?

      While our case can survive most drops and fumbles, it has not gone through enough testing to claim to be an impact case like others on the market.

      Our cases fit snug, have a smooth texture with grip to make it less slippery like some plastic cases, will protect your phone from everyday wear and tear and will bounce on most drops. Please read our reviews to see what our customers have to say!

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      Will Pela protect against major abuse/big drops/my toddler?

      Pela is a durable, shock-absorbing case that allows your phone to bounce when dropped.

      Because we have not done official tests, we cannot claim to be an impact case but we do provide protection from wear and tear as well as small drops, fumbles and the little ones who like to think smartphones are footballs :)

      Please read our reviews from our satisfied customers who love how well Pela has protected their phones!

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      How thick are your Pela cases?

      Pela Cases are designed for a slim fit, sleek look that adds almost zero extra bulk to your phone at around 2mm of thickness - which also works with wireless charging!

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      Can I use a Pela Case with a screen protector?

      Pela Case is compatible with some screen protectors although the thickness of the screen protector may cause interference (or vice versa) with our Pela Case wrap around edges. This could cause a lift in your screen protector on the edges. Make sure to check out our Canopy Liquid screen protector for a perfect fit ;)

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      What is the texture of your cases?

      Pela Case is best described as smooth but grippy with a light texturing caused by the flax shive. It will slide in and out of your pocket but not in and out of your hands :)

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      Will the case break down in my hands/pockets/bag?

      Our Pela Case was designed to protect your phone for as long as you need it and formulated to break down ONLY in a composting environment when disposed of.

      Your case may change texture over time which is normal but we promise it will not fall apart or biodegrade unless it is in a backyard or industrial compost as it needs air, moisture, sunlight and microorganisms to break down.

      If for some reason you notice your phone case breaking down, crack, or warp, our 100% Happiness Guarantee means we’ll send you a brand new replacement case within 90 days of receiving your case to keep your phone protected!

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      What happens if my Pela Case gets wet?

      It will be wet :) haha all jokes aside, nothing should happen to your case if it gets wet. We don’t recommend prolonged moisture as a general maintenance suggestion, but if your case gets wet, you can just wipe it dry and it will not harm the case.

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      What does it mean to be free from BPA, BPS, lead, cadmium, phthalates, nickel, and soy?

      Pela's base material has passed tests and can assure customers that our products do not contain BPA, lead, cadmium and phthalates making our products family-safe unlike other traditional plastic cases on the market.

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      How long will it take for your case to break down in a backyard compost vs. industrial compost?

      This answer depends on the quality of the compost environment, which can vary greatly. So, the best range we can provide is that it will take 6 months to 2 years to biodegrade in a backyard compost environment. Compare this to traditional plastic that can take hundreds to thousands of years to breakdown (into harmful microplastics!)

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      How do I dispose of my Pela Case?

      When you no longer need your Pela Case, you can place it in your backyard compost or compost bin. Please double check that your city allows for compostable bioplastics as not all municipalities will accept them.

      We also have a Pela Cycle program where you can send us your old Pela Cases and we can recycle them to make another generation of Pela products! To get the process started, please email hello@pelacase.com with the subject "Pela Cycle" and to thank you for sending your Pela back, you will receive a 20% discount code off your next order.

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      If I don’t need my case, can I just throw it in the garbage? Won’t it just break down eventually?

      Unfortunately this is not likely as garbages and landfills do not give bioplastics or compostable materials all the elements it will need to breakdown. Most landfills are packed so heavily that it actually entombs waste, depriving it of sunlight, oxygen and moisture and creating harmful methane emissions. 

      Please read our article on what you should know about compostable plastics.

      We also have a Pela Cycle program where you can send us your old Pela Cases and we can recycle them to make another generation of Pela products! To get the process started, please email hello@pelacase.com with the subject "Pela Cycle" and to thank you for sending your Pela back, you will receive a 20% discount code off your next order.

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      Are there other cases that are eco-friendly?

      There are other cases that claim to be eco-friendly on the market. They are made from natural and renewable materials like cork, wood or rubber and each of them has pros and cons just like our Pela Case.

      Read our (quasi-biased) comparison here: Pela vs. The Competition

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      Where are Pela Cases made?

      Pela is proudly made in Canada with operations out of Saskatchewan as well as in Hong Kong.

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      Sunglasses Details

      Why choose Pela Sunglasses over a plastic pair?

      1. We are the most sustainable pair of sunglasses for the environmentally conscious.
      2. Insanely comfortable to wear (does anybody actually like feeling pressure pain from high-end sunglasses?)
      3. Classic designs.
      4. You can send us back any Pela product for upcycling!

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      Are these sunglasses perfect?


      Hardly. The materials need some further work to get to the point where the entirety of each pair is compostable. We probably need another year or so to advance the material science to that point. For now, this is about as sustainable as a pair of glasses can get. The materials are biodegradable…which is BETTER than recycled plastic!

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      Prescription compatible?

      The frames are designed to allow the replacement of the existing lenses with prescription lenses.

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      What is included in the packaging?

      Linen case, Polyester cleaning cloth and no plastic packing materials!

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      What are they made out of and do the biodegrade or compost?

      Pela Vision sunglasses are made with flax straw material and cellulose acetate derived from cotton and wood (renewable biopolymers), verified to be 100% biodegradable based on ISO standards (14855-1:2005) and biodegrade in an appropriate compost environment.

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      How durable are they?

      Our sunglasses are durable, flexible and made to last! We have treated the lenses with scratch resistant coating as well to ensure you can always see clearly! 

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      What UV Protection do they give?

      They are all UVA400 which blocks 99 to 100 percent of UV light. This rating ensures that all light rays with wavelengths up to 400 nanometers, including both UVA and UVB rays, are blocked out.).

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      Are they Polarized?

      Our sunglasses are NOT polarized unfortunately, we could not apply polarization on the recyclable Bio Lens.

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      Are they safe around water?

      Our sunglasses are very durable and will be just fine exposed to sun, salt and sand! Keep in mind, they don't float so be sure not to drop them in the ocean/lake/pool!

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      What other materials are in the glasses?

      All of our glasses include metal cores, hinges, and leaf logo. This can be recycled or reused. 

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      How dark are the lenses?

      All lenses are category 2 or 3 which are Medium Tint and Dark tint.

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      How do I dispose of my Sunglasses?

      At the end of your sunglasses life, you can pop out the lenses and toss them in the recycling, then put the rest in your compost!

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      Why make sunglasses cases more sustainable?

      The average person gets a new pair of sunglasses couple of years, yet most sunglasses are made out of non-renewable materials that will last for hundreds of years. Very few get repurposed or recycled and most end up in landfills.

      Over 100 million eyewear frames are sold every year, which equates to about 20,000,000 lbs of plastic product and plastic packaging waste destined for the landfill.

      Our goal is to prevent 1 billion pounds of plastic waste from ending up in landfills.

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      Is there a warranty?

      All sunglasses come with our 90-day Happiness guarantee. If you are unsatisfied in any way within 90 days, you can send them back for a refund or exchange!


      Canopy

      PLEASE SEE MORE CANOPY FAQ's AND APPLICATION TIPS HERE!

      How does the science work?

      The active ingredient fills in the existing pores of the glass. It hardens within a minute to form a very thin, very strong layer of glass on the surface. It’s highly evolved science where the liquid is engineered to covalently bond only with glass and no other surface (so it won’t bother your skin or any other part of the device :)

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      What’s Canopy made of?
      5% active ingredient, 95% ethanol (which can be derived from corn, sugarcane, wood, etc.) All green and eco-friendly!

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      How do I apply it?
      1. Clean your device screen (will not work on cracked screens or over plastic screen protectors)
      2. Pour ⅓ of the vial onto a cloth
      3. Rub the cloth into the screen/glass surface. Be sure to get all the edges!
      4. Wait 2 minutes for the liquid to evaporate
      5. Wipe away any excess liquid with a cloth
      6. You’re good to go!

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      Is my device compatible with Canopy?

      Unfortunately, some devices are NOT compatible with Canopy - this includes any non-waterproof phones such as the Samsung S7 and the iPhone SE/5 or older models.

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      Will it work on previously cracked screens?
      Not intended for phones with cracked screens!

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      Will it bond to my finger?
      It will only bond to glass surfaces so the other device components are safe

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      How long does it last?
      It will last the lifetime of your device but Canopy will wear with day to day use so we recommend re-applying every 8-12 months to keep the screen strong

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      How do you remove it?
      You don’t! Canopy is a liquid that fuses with the molecular structure of glass and creates a thin, invisible shield.

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      Do your screen protectors work on curved screens?
      Yes it does! The liquid can be applied anywhere :)

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      Can I use canopy on other devices?
      Yes you can! Anything with glass can be reinforced with Canopy. iPads, watches, etc - Canopy will work with them all!

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      Will Canopy damage the home button/speaker?
      No! Since the mixture is 95% ethanol, the liquid evaporates quickly and will not damage other components on your device

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      Will using my fingers to apply Canopy leave marks on the phone screen?
      No not it all :) This is the best application method!

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      Will it change the resolution of my device/screen?
      No! Since Canopy is invisible upon application, it won’t hinder the resolution of device/screen.

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      What if my screen cracks or breaks while using Canopy?
      We offer a Screen Protection Guarantee so if your front device screen does break while also wearing a Pela Case, we’ll pay for the repairs up to $200 USD :)

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      Is it real?
      Yes! It’s not magic or snake oil - Canopy is made using simple, clean science and scientific principles to create a strong, invisible barrier on your device screen :)

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      Will the liquid discolour like a resin might?
      No, it'll be clear with no discolouration or visual interference

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      Does it need to be applied precisely?
      No, you just need to ensure that the entire screen has had the liquid applied to it.

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      Can I use it over my current screen protector?
      Canopy is not meant to be applied over removable screen protectors - it’s meant to be applied directly onto your device screen :)

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      Shopping on pelacase.com


      Why are your items listed in USD when you are a Canadian company?

      While we do manufacture and operate out of Canada, the majority of our customers come from the US and to avoid mass confusion, we decided to list our prices in USD.

      The conversion is decided by your bank and will appear on your statement. Some statements may read OMD or Open Minded Developments which is Pela's parent company founded by Jeremy.

      We apologize for any confusion and hope to have a currency converter on our site very soon!

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      Why are there only some colors and sizes offered for your Engraved/Charity collections?

      In order to avoid wasteful surplus stock, we research our best selling colours, engravings and sizes to put forward products that will meet demand as close as possible. 

      We understand people have different taste but we do our best to curate the best collections possible.

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      Can I get a case that is not listed/listed as unavailable on your website?

      Unless the case is listed in pre-order status, the cases seen on our website are the cases available for sale (anywhere in the world) unless otherwise stated.

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      How do pre-orders work?

      We set up preorders to when we are ready to release a new product within a 2-3 month timeline. Preorders generally start when we are still drafting our drawings for the new case and we will email updates to those who orders periodically at critical stages like mold completion and production starting. 

      Those who preorder will be notified when their case is ready to ship and then regular shipping timelines apply (around 6 - 10 business days for domestic orders, 14-21 business days for international orders). 

      If at any time you change your mind about the preorder you've made or you've upgraded/changed your phone, just email us at hello@pelacase.com with "Cancel Preorder" and your order # in the subject line and we'll be happy to help you with that!

      We try our best to manage expectations as there are lots of things that can expedite or delay production on our cases. We appreciate your kind patience and support during this process.

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      Do you sell anywhere else online?

      Our full and most current collection is only available at pelacase.com but we do have a selection of cases available on Amazon US, Amazon Canada, and Apple.com with more to come.

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      Can I get a case that is not listed/listed as unavailable on your website?

      At this time, we can only fulfill orders of our current stock which is everything listed, up-to-date on our website.

      We announce product releases in our newsletter, on Facebook and on Instagram.

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      Are you in any stores in _____?

      You can find Pela at a number of retailers! Check out our Store Locator here.

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      Can I get a custom order for 1 or more case?

      Please email hello@pelacase.com to inquire as we judge our capacity to create custom orders on a case by case basis and will provide you with a quote and instructions if we are able to complete your project.

      Please note that projects of 250+ cases are the most viable opportunities for us and the most cost-effective for you.

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      Do your products ever go on sale?

      Yes! We love to surprise and delight our audience with sales, giveaways and promotions from time to time so please make sure you subscribe to our newsletter and follow us on Facebook and Instagram to be the first to know!

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      I spun the wheel but I lost the discount code I won, please help!

      We understand this can happen sometimes! 

      If you're in a hurry and are not able to wait for our customer service team to help you, the best way to spin again is to open a private/incognito or different browser and you'll see our fun little wheel again! 

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      What do I need to buy to qualify for BOGO discount?

      In order to qualify for our BOGO discount, at checkout you must have more than 1 qualifying phone case in your cart.

      We love passing on savings where we can so we can truly help displace the plastic waste out there...so grab a friend a buy together to save big :) 

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      I have a store/am a reseller, do you sell wholesale?

      Thank you so much for your interest in Pela! You can apply to be a reseller here. Please note, only successful candidates will be contacted :)

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      How do I sign up for special offers and promotions?

      When you spin our wheel, that email address is automatically subscribed to our newsletter for more updates, deals and promotions or you can find a sign up in the footer of our website as well as at check out if you are shopping with us!

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      Shipping and Delivery Details


      Do you ship internationally?

      Yes, we ship to almost anywhere in the world for FREE (with a few exceptions*)! We can all fight plastic waste!

      View Rates Here *

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      How much is shipping?

      Free Shipping in Canada & USA on Orders Over $25

      We are pleased to offer free standard shipping in Canada & USA on all orders over $25 as a thank you for supporting Pela™ and eco-friendly products. We truly appreciate your support!

      Free standard shipping applies to purchases of items on our website. 

      Canada and USA orders under $25 ship for a flat rate.

      Free International Shipping on Orders Over $25

      International Shipping on orders under $25 is a flat rate depending on country.

      We also offer faster shipping options for flat rates ranging from $7 to $9 depending on the destination country.


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      Will I have to pay customs fees?

      While we do everything we can to ensure you are not charged customs fees, ALL International orders may be subject to duties and import fees especially on higher value items.

      These fees are the sole responsibility of the customer if they occur.

      If you decide to not pay the import charges, email us at hello@pelacase.com to inform us that you have refused the package.

      We sincerely apologize for these charges, however, they are currently beyond our control and we are actively searching for solutions to this issue. We want your experience with Pela to be a positive one!!

       

       

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      Is there a tracking number on my order?

      Free shipping includes partial tracking and faster shipping provides full tracking and are both shipped with UPS Innovations.

       

      PLEASE NOTE: After your order leaves the USA it is passed to your local post office (ie/ Canada Post, USPS, Royal Mail, Deutsche Post) and we lose tracking at that point. Please wait a full 5 business days after your item arrives with the local carrier before contacting us for an update! :) 

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      Where do you ship from?

      From our shipping facilities in Utah and Kentucky, USA.

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      What's the fastest way for me to get my Pela Case?

      At this time, one of the fastest ways for our US customers to receive a case is Amazon US and we hope to stock up more of our Amazon locations as well as add expedited shipping options to our Pela Case website.

      While we know waiting for mail can be a pain, we promise to get you our cases out the door to your hands as fast as we can!

      Thank you so much for your kind patience and support :)

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      My order hasn't arrived yet, can you help me find my order?

      We love how excited you are to receive your case! We are too :)

      If your case has not arrived within 14-21 business days after being shipped, email hello@pelacase.com and someone from our customer service team will be ready to help you.

      Your trust and support means the world to us and we thank you for your kind patience while your Pela Case is in transit. But seriously...why can’t we teleport orders yet?! Le Sigh.

       

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      What happens if my product never arrives?

      If your case is well outside the estimated delivery window (20 - 25 business days from the time you were notified of shipment) this package is considered lost/stolen and we will reissue a second package asap. We may ask for a different shipping address if we do not feel like a second attempt will reach you.

      Please double check your addresses when ordering to avoid any errors that will cause lost or stolen packages or a return to sender situation. Email us at hello@pelacase.com for help!

      We will on the case, to get your case - we promise :) 

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      Is your package eco-friendly? Plastic free?

      Your Pela comes in 100% recycled and recyclable paper is used to ship our products. You can even compost it too! 

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      I've seen your handwritten cards all over social media, do you really handwrite those cards yourselves?

      For as long as we possibly can, yes we have been and will try to write each customer a note to say thank you. It's our best way of staying human in a hyper-digital and consumer-driven world but there maybe be fluxes in demand where handwriting a note might slow down your order. In those cases, please know we are here, we are human and we absolutely are so grateful for your support.

      We literally can't say thank you enough. (THANK YOU!)

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      Product and Device Fit/Sizing

      I’m not sure which size case to buy, can you help?

      What good is a phone case if it doesn’t fit your phone, right? Don’t worry, we’ve got your back!

      Our phone cases were designed with waste reduction in mind. Not only are they compostable at the end of life, we also designed them so they could fit multi-generations within the same size family. That means if you upgrade your phone, you can keep your case and help us keep tech accessory waste to a minimum!

      Comparing iPhone Sizes for iPhone Cases

      Our smaller case fits: iPhone 5 / 5S and iPhone SE

      Our medium case fits: iPhone 6 / 6S, iPhone 7, and iPhone 8

      Our larger case fits: iPhone 6 Plus / 6S Plus, iPhone 7 Plus, and iPhone 8 Plus

      The iPhone is a unique build and will only fit on that model.

      Double check your phone model before check out if you’re unsure!

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      Why does the camera hole look different on different phones?

      Our goal to reduce waste led us to design multi-generational cases that fit the bodies of phone models within the same size family. While the bodies are designed to fit, the camera hole is designed to fit the largest camera in the size family.

      That is why the case might look a little different in the camera area for an iPhone 6S vs an iPhone 7 as the cutout was based on the iPhone 7's new camera.

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      My case is warped/loose/ill-fitting - what should I do?

      While we carefully inspect each case that leaves our facilities, the odd warped case may slip through the cracks. Also there has been the very rare occasion where extreme temperature fluctuations has caused slight warping. 

      Our 100% Happiness Guarantee means that we'll happily send you a replacement case within 90 days of receiving your case, no extra charge or exchange necessary. Our customer service team may ask for a photo of the defective case for our records as we use these photos as references to keep improving our products and services.

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      Product Care


      How should I clean my Pela Case?

      Most of our dark cases—Green, Black, Blue, Red, Shark, and Beetroot Red — tend to stay the cleanest (or at least hides dirt and stains the best!) but if you're looking for ways to keep your Pela Cases clean here are a few suggestions:

      • You can use isopropyl alcohol to wipe off stubborn stains
      • Try soaking your case in a half water half white vinegar and then washing it with some warm dish soapy water for a more natural solution to built up dirt and grime
      • Some mild dirt/stains should come off with just a sponge and warm dish soapy water

      Pela Cases get dirty like most cases do, to preserve the look of your case, we do suggest you handle with care :)

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      Will my light coloured case get stained more easily?

      Yes, our light cases do pick up stains and dyes more easily. Our White, Rose and Lavender are prone to picking up dirt and grime more readily so if that does not appeal to you, we would suggest trying one of our darker cases out.

      Otherwise we would just suggest being more careful where you put your case in your bag (away from food, pens, pencils etc) and avoid dark denim pockets as this is the most common stain that is difficult to remove completely off our lighter cases.

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      Warranty and Returns

      What is your 100% Happiness Guarantee?

      If you are not 100% happy with your Pela Case within 90 days of receiving it, please contact us at hello@pelacase.com and we will work with you toward the best solution to help resolve any issues you may have encountered during your Pela shopping experience or with our products. 

      Your happiness, satisfaction and support is what keeps us going!

      Please see exchange and refund details below.

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      How do I perform an exchange if I am not happy with my Pela case?

      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 at hello@pelacase.com within 90 days of purchase and we will happily work with you to resolve the issue. Read more about our happiness guarantee above.

      Customer is responsible for costs of postage as our free shipping does not cover exchanges or returns.

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      How do return my case and get a refund if I am not happy with my Pela case?

      If you are not 100% happy with your Pela Case within 90 days of receiving it, please contact us at hello@pelacase.com and we will work with you toward the best solution to help resolve any issues you may have encountered during your Pela shopping experience or with our products. 

      Customer is responsible for costs of postage as our free shipping does not cover exchanges or returns.

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      How do I get a replacement if my Pela case breaks?

      While our products do go through quality assurance before being sent off, some defective cases may slip through. The most common break is a minor one around the speaker/charging area caused by a piece of flax shive appearing at the wrong place at the wrong time. 

      The chances of this happening are about 1 in 1,000 cases but we assure you, we'll get a replacement to you within our 90 day Happiness Guarantee timeframe.

      Please follow our exchange procedure.

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      What happens if my phone breaks while in a Pela Case?

      We pride ourselves on being able to protect your phone against most drops and fumbles as well as everyday wear and tear. We've heard back from our customers with some crazy stories that even we couldn't believe!

      That being said, Pela does not guarantee your phone will not break while using our case and is not liable for any damages. We're so sorry if your phone does break but we do not cover damage to device or personal property.

      However, if your front screen cracks while in a Pela case, please see our Screen Protection Guarantee.

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      When is the best time to contact Pela customer service?

      We're a small team, wearing a lot of hats but we will always try to provide the most world-class and most human customer experience! The best time to reach us is Monday-Friday 8AM - 4PM Pacific Standard Time. We will do our best to get back to you as soon as we can and thank you for your ongoing support and patience.

      You can contact us via Facebook messenger, our help button on our website or email us at hello@pelacase.com. We will respond to your enquiry within 48 hours, excluding weekends and holidays :)

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      Product Availability

      I can’t find a case for my phone model, what do I do?

      We list everything we have on our website and any upcoming products are listed either as preorders or with an email sign up. 

      If you do not see your phone model, we sadly do not carry it at this time. To know about any products we do release, please sign up for our newsletter or follow us on Facebook and Instagram.

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      I can’t find the colour or engraving I want for the phone I have, what do I do?

      Our curated collections are based on our market research so we don't create wasteful overstock. If you do not see the combination you'd like, we do not have it available at this time.

      We understand people have different taste but we do our best to curate the best collections possible.

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      Do you make cases for Android devices?

      All our products that are available for purchase will always be listed on our website (pelacase.com) without exception. If you do not see your device, we unfortunately do not create any accessories for it.


      While our first chapter was exclusive to Apple iPhone cases, we will definitely be adding different Android devices and eco-friendly products periodically, so please check in with us or follow us on Facebook or Instagram for all the latest news.

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      General Questions

      Where does the name Pela come from?

      Pela was inspired by the Spanish word that can mean to peel or peel. Our thought process was, what if you could guard your "Apple" with a natural "peel" and hence Pela was born! So if you've ever wondered, it's pronounced peel-a...although we don't mind if you call it pell-a either :) 

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      Who invented Flaxstic?

      Pela's co-founder, Jeremy Lang, created the proprietary blend of starch-based elastomer with flax shive that has now created thousands of phone cases all over the world! 

      Environmental Consultant by day, Captain Flaxstic by night-- sneaking this line in to see if he reads through this giant FAQ ;)

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      How did you get the idea for Pela?

      Jeremy was inspired to build Pela by two experiences:

      • Seeing flax field fires in his hometown as a young boy and wondering if there was a better use for flax straw than just burning it down every year
      • Seeing plastic pollution on the shores of Hawaii with his young son and wondering how he could help curb the plastic waste ending up in our landfills and oceans

      Pela was founded as a way to get sustainable plastic alternatives into conversation, starting with a product you use and hold every day and carry with you morning to night. If we all start talking about sustainable plastic alternatives, how long until this becomes the new normal?

      That's our mission.

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      What charities do you donate to?

      We have donated to Water.org, Surfrider Foundation, Save The Waves Coalition and other programs through our referral program. We are always looking for awesome organizations helping our planet so that we can lend our support in some way and make this planet a little better, one small step at a time.

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      Can I see Pela in a video?

      You sure can! Here is one of our official videos we made to show people what Pela Cases are all about! 

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      What are your social media channels?

      Here are links to all our social media - please come join us! We like to have fun, share our love for nature and innovation and share the love with special deals and giveaways!

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