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Find quick answers to frequently asked questions

ORDER ISSUES

How do I order?

Simply add the items that you would like to purchase to your cart and proceed to checkout! We do not accept phone or email orders at this time.

How can I cancel an order?

We email you an order confirmation right after the order is placed on the website. Please doublecheck all information is correct on the email. Once an order is placed, we can not guarantee that we will be able to cancel or edit the order information.

If your order has not yet shipped and you would like to cancel your order, please email us at support@blackbrookcase.com. We will respond to cancellation requests during the business hours of Monday - Friday 9 am-5 pm. We are not able to cancel or change any part of an order once it has shipped.

I'm missing a product from my order, what do I do?

If there are any issues with your order, please contact our support team within 48 hours of receiving the package and we will do our best to help you at support@blackbrookcase.com

Where do I enter my coupon code?

You can apply discount or coupon codes by clicking on the "Apply Coupon Code" link on the right-hand side of the checkout screen. Then enter your code in the box. You will then need to click the "COMPLETE SECURE CHECKOUT" button which will finish your checkout process and process your payment.

Why was I charged immediately for a pre-order/back-order?

We charge customers at the time of purchase in order to secure the new inventory for your order.

If you would like to cancel your pre-order or back-ordered item(s), please reach out to support@blackbrookcase.com with your order number in the subject line.

RETURNS AND EXCHANGES

Return Policy

We always aim to make sure our customers love our products, but if you do need to return an order, we’re happy to help. If your order was placed within 30 days, all you need is your order number and the email address associated with your order to get started. Please refer to our returns center located at the bottom of the page to return, or exchange the item. The return shipping isn't covered and refunds need to be sent to the original purchaser's method of payment. Returned products will only be accepted if they are in unused condition with the original packaging intact and the return is completed through our Return Center.

Warrant Policy

Our products are covered by a 90 day warranty from the day they were bought, when used under normal conditions and for the purpose intended. We recommend 1 card per slot and not to over stuff any pockets. If you do put more cards in there than recommended, the leather can stretch out of shape and put undue stress on the stitching and other materials. This warranty covers faults in materials and workmanship and doesn't apply if damage is caused by unreasonable use or neglect, normal wear and tear, or if you change your mind. In order to make a warranty claim, you need to have purchased your BlackBrook case through our website.

Exchange Policy

We will happily help you process an exchange within 30 days of delivery. The item will need to be returned to us in its original condition with packaging intact. Simply follow the steps in our Return Center and select exchange. Our system will show you the items in your order that are eligible for exchange, generate a return label (USA only) and guide you with the rest of the process.

When can I expect my refund?

Refunds may take 3-5 days after the item is returned back to us. The original shipping fee of an order is non-refundable, except in cases where we made a shipping error. Your refund will cover the value of the returned item(s) at the time of purchase, minus any discounts that were applied to your order. Your refund will be issued to the original method of payment once your returned items have been received, processed, and restocked at our warehouse. We cannot issue the refund for a returned item to any payment method besides the original payment method used to place the order.

Customized / Personalized Items

Any customized items, such as the monogram and laser engraved cases are Final Sale and are not valid for return, refund, or exchange.

PERSONALIZATION

What's a monogram?

A monogram is the application of your initials onto a product. All of our monogramming is done in house at our Florida workshop. We utilize a custom hot stamping machine made by the Kwikprint company, a trusted All-American hot stamping machine manufacture that has been around since 1926. Each custom order is hand-stamped with care and to the customer's liking by our expert craftsman. Currently, monogramming is only available for select products - if monogramming is available for a product, the option will be present on the product page.

  • Maximum characters: up to 3
  • Font: Helvetica

See pictures and more on our Personalization page.

What's a laser engraving?

Laser engraving allows for more custom design onto our leathers. With the choice to inscribe text (up to 30 characters in a 2"x2" area), we can make your case uniquely yours! With precision, the laser will etch out the design requested onto the leather permanently. Usually done on the front of the wallet case or above our logo on most cases. We will contact you if the request is not feasible, or may not look up to the standards we require.

  • Maximum characters: up to 30
  • Fonts: Snell Roundhand (default font), Helvetica, or Century Schoolbook
  • Placement: above the latch on the front of wallet cases, above the BlackBrook logo on snap-on cases. For custom placement, please contact us at support@blackbrookcase.com.

See pictures and more on our Personalization page.

Are personalized items eligible for return?

Any personalized items such as monogrammed and laser engraved items, are Final Sale and are not valid for return, refund, or exchange since they can not be used by anyone else and resold. We ask customers to double check all the personalization details and reach back to us within 24 hours of the order to prevent any mistakes/typos.

Can I choose a different location for personalization?

We have pre-selected an optimal spot for all our products. However, if you would like to specify a location for monogram or laser engraving, please contact our support team right after you place your order support@blackbrookcase.com

How much does personalization cost?

Monogram - $15

Laser Engraving - $30

SHIPPING & DELIVERY

Estimated Shipping Time

Your shipment will usually be shipped within 1-2 business days (Monday-Friday). Fulfillment takes longer for customized orders. During the checkout process, our system will estimate shipping and delivery dates based on item availability and the shipping options that you choose.

Please note that weekends do not count as a shipping day.

Our cut-off time for processing Next Day (Overnight) or 2 Day shipments is 10:00 AM EST.

- FREE SHIPPING : Choosing free shipping generally provides a delivery time of 7-10 business days.

- USPS PRIORITY MAIL : will have your item(s) to your door between 3-4 business days from the date that the order was placed.

- USPS PRIORITY EXPRESS : typically takes 1 - 3 business days depending on how far you live from our facility.

-FEDEX 2 BUSINESS DAYS : Delivery in US within 2 business days after the order is shipped out.

-FEDEX STANDARD OVERNIGHT : Delivery in US next business day after the order is shipped out.

NOTE : At BlackBrook Case we offer free ground shipping of all orders within the United States as a compliment. Should there be a need for a refund, the price of the shipping method will be deducted from any and all refunds.

How long will it take for my order to arrive? 

We offer USPS and Fedex for USA shipments.

USPS may take 2-6 days after we tender packages to them depending on the service you have selected at checkout.

FedEx shipping usually takes 2-3 business days but may take up to 5 business days due to increased volume and unexpected delays due to weather conditions.

Do you ship internationally?

Yes, we ship all over the world. We are based in Naples, FL, USA. Shipping costs will apply and will be added at checkout.

International orders can take between 2-4 business days or up to 2 weeks for delivery, including packages that have shipped with FedEx. In cases where customs processing is slow, delivery can take up to 4 weeks.

Please Note: BlackBrook Case does not personally pay for import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the responsibility of the buyer which are determined by your national and governmental laws.

For further information regarding these potential additional fees, please check with your country's customs office. Checking with your country’s customs office will prevent unexpected charges.

Custom Fees and Import Duties

Extra custom duties and taxes may apply depending on your country. We do not personally pay for import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the responsibility of the buyer. During the checkout process a message will appear for applicable countries once the shipping destination has been selected.

Order Tracking

We will be sending an email with the tracking number once your package is shipped out. The email will contain a tracking link if there’s one available which you can follow up the delivery information.

If you are not home in time to receive your package, USPS or FEDEX will gladly leave your package at your door for your convenience so that you may enjoy your new product as soon as you get home. As per the policies of USPS / FEDEX the receiver of the shipment is responsible for the product once it reaches their door. If for any reason you do not see your package at your door when you return home, please simply contact USPS / FEDEX with your tracking number and they will assist you.

BlackBrook Case is not responsible for lost or stolen items once USPS/FEDEX has dropped them off but if you opted in Our Shipping Protection / Insurance please do contact us and we will take care of the rest.

PRODUCT RELATED QUESTIONS

Will the leather change over time?

Our leather cases and accessories made from full grain, natural leathers and will get a unique patina over time. Pebble Black and Monaco Blue colors will not show use as much as our signature Distressed Antique Coffee, Golden Brown and Burnished Tan colors.

Will my leather case scratch?

Like all real leathers our cases may scuff and show use with time which is natural and normal. Simply follow leather care guide to extend the life of your item and watch it will get a unique patina over time making it yours.

Leather Care

Leather comes from nature. It breathes and has a natural elasticity. As a natural product, true leather has a quality not seen in faux leather or other plastic substitutes. As a result of our products coming from nature there is a beautiful porous state found in our highend items. You can Read More here how to treat leathers.

Are your Watch bands compatible with Series 7?

Yes. All of our Apple Watch Bands are compatible with Apple Watch Series 7 and previous generations.

Are all phone cases MagSafe compatible?

Most of our cases are compatible with the new MagSafe charging standard as is stated on the product desctiptions. Please refer to the specific product detail and make sure this is stated on the description.

WARRANTY

Do your products come with a warranty?

Our products are covered by a 90 day warranty from the day they were bought, when used under normal conditions and for the purpose intended. We recommend 1 card per slot and not to over stuff any pockets. If you do put more cards in there than recommended, the leather can stretch out of shape and put undue stress on the stitching and other materials. This warranty covers faults in materials and workmanship and doesn't apply if damage is caused by unreasonable use or neglect, normal wear and tear, or if you change your mind. In order to make a warranty claim, you need to have purchased your BlackBrook case through our website.

How do I make a warranty claim?

If there is a manufacturing defect on your item you can contact us with your order number and photo of the defect at support@blackbrookcase.com and our team will help you with a replacement within 90 days of purchase.

Who is covered?

This limited warranty is non-transferable and covers only the original end purchaser. Coverage terminates when the original purchaser sells or otherwise transfers the product.

What is NOT Covered?

  • Normal wear and tear of Product use; Misuse, lack of care, mishandling, accident, abuse or other abnormal use, or acts of God, such as floods and earthquakes;
  • Use of the Product other than for its intended purpose;
  • Damage caused by improper or unauthorized repair or maintenance;
  • Product that has been modified or altered;

What is "normal wear and tear"?

Normal wear and tear is the natural breakdown of natural materials over a long period of regular use. Once your item has gotten enough mileage, you may notice some scuffs, indents, or a slight change in color near crucial stress points.

STILL HAVE ANY QUESTIONS?

if you still have questions not answered above you can send us a quick email or call us during business hours.

+1 (212) 960-3442

support@blackbrookcase.com