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Returns & Return Authorization

Which products can be returned, how to get a return authorization, how refunds work, and what to do if an order arrives damaged or incorrect.

Call for a return authorization My order arrived damaged

(800) 267-1674, Mon–Fri, 9am–5pm ET

Return policy at a glance

Return window

30 days

Eligible products must be returned within 30 days of delivery, unless a rule below says otherwise.

Authorization

Call first

Every return needs a return authorization number and instructions before it ships.

Return shipping

Customer paid

Return shipping and original shipping charges are generally the customer’s responsibility.

Custom products

Restrictions apply

Customer-specific custom products may carry a restocking fee or may be nonreturnable.

Get a return authorization before you ship anything

Call Specialty Cases at (800) 267-1674 for a return authorization number and return instructions. Returns sent without prior authorization may be refused.

Which return policy applies to your order

The rules depend on whether you bought a standard catalog product or something made for your order.

Stock and standard catalog products

Returnable within 30 days of delivery when eligible. This includes:

  • Empty cases and standard case configurations
  • Cases with stock foam, foam lining, Pick N Pluck, dividers, or organizers
  • Server and multiple-device cases sold as standard catalog products
  • Standard accessories and replacement components

Products must be unused, complete, in original condition, and returned with all original components and packaging. Returns that don’t meet these requirements may receive a 15% restocking fee or be refused, depending on condition.

Cases with foam the customer has customized, such as plucked Pick N Pluck foam or foam that has been cut or trimmed, may be subject to a 15% restocking fee.

Custom interiors and modifications

Products made, altered, or configured to one customer’s specifications can be returned only with approval, and carry a 15% restocking fee.

This covers customer-specific custom foam layouts, nonstandard interior modifications, special fabrication, and similar made-for-one-customer work. Standard catalog foam-lined, server, or multiple-device configurations follow the standard-product rules when they aren’t customer-specific.

Nonreturnable custom products

Custom Calzone cases, custom Anvil cases, and products with customer-specific die-cut interiors are made to order. They are nonreturnable and nonrefundable unless Specialty Cases gave written return authorization before the order was placed.

If you’re ordering custom work and want return terms in place, ask before you order.

Damaged, defective, or incorrect products

Inspect your order as soon as it arrives. If anything is damaged, defective, or different from what you ordered, contact us right away at (800) 267-1674.

Don’t send the item back until you have authorization and instructions. Damage in transit is handled through a shipping claim, which has its own steps.

Until you hear from us, keep:

  • the product
  • the shipping carton
  • all packaging and packing materials

Take photos of the box and the damage. We may need them for a freight claim, a replacement, or another resolution.

How to request a return

  1. Call (800) 267-1674, Monday through Friday, 9am to 5pm ET.

  2. Give your order number (and purchase order number, if you used one) and the reason for the return.

  3. Get your return authorization number and return instructions.

  4. Show the return authorization number on the package as instructed.

  5. Ship it with a trackable, adequately insured shipping method.

Specialty Cases is not responsible for return shipments that are lost or damaged in transit.

Refunds

Refunds are issued after the returned product is received and inspected. Approved refunds go to the original payment method whenever possible.

Original shipping charges are nonrefundable, return shipping is the customer’s responsibility, and any restocking fee or other authorized deduction is subtracted from the refund. Used, incomplete, altered, or damaged returns may receive a reduced refund or be refused.

Order cancellations

Contact us right away if you need to cancel an order. We’ll make reasonable efforts to stop processing or shipment, but cancellation isn’t guaranteed.

Orders that have already shipped fall under the return policy. Custom, made-to-order, or modified products may not be cancelable once production or customization has started.

Return questions

Can I return a case after I’ve customized the foam?

Yes, but foam you’ve changed yourself, such as plucked Pick N Pluck foam or foam you’ve cut or trimmed, can’t be put back. Cases with foam customized by the customer may be subject to a 15% restocking fee. If you’re not sure a case will fit, ask us before you change the foam; we can check the fit from your measurements.

My case broke after the return window. What now?

Defects after the return window are usually covered by the manufacturer’s warranty. See Parts & Warranty Support for each brand’s terms and claim contact.

I’m returning items for my organization. What should I have ready?

Your order number, and your purchase order number if you used one, plus the items and quantities you want to return and the reason. That lets us match the return to the right order and invoice.

Do I need to keep the shipping box?

Yes. Keep the original carton and packing materials until your return or damage claim is settled. Returns must include original packaging, and carriers often need to inspect the box for damage claims.

Check eligibility before you send anything back

Our team can confirm whether your product can be returned, explain any custom-product restrictions, and issue your return authorization.

Call (800) 267-1674 Contact us