FAQ

We receive a lot of questions via email and DM so we wanted to answer the most common ones here. Thank you for your support of our small business!

Q: How long does it take to get my order?

A. We don’t keep pre-made inventory on hand, so each phone case is made to your specifications after you place an order. Our goal is to complete production in 5-7 business days but this can vary based on order volume, stock and other factors. Because we know our customers are anxious to know when their orders are going to be completed, we update our website every day with the order dates currently in production — see the right column under the heading “Current Shipping Status.” If you created an account on our website you can check your order status at any time, and it will be listed as “Processing” while the case is in production.

Once the order is completed we will label it for shipping, you will receive an automated email with tracking information, and your order status will change to “Completed”. The tracking link will be updated by the US Postal Service after about 24 hours with an estimated delivery date (don’t worry if it initially says the label is not in the system – this is normal!). Shipping within the US generally takes 3-5 business days depending on your distance from Texas. International shipping times vary and are experiencing much longer delays currently due to the COVID-19 pandemic.

For customers with time-sensitive orders, we do offer an expedited handling option. More details can be found on our shipping policy page.

Q: Are your cases protective?

A. Our standard cases are durable and protect against the majority of drops and bumps. The sides are TPU rubber and the back is either metal, plastic, wood or glass, depending on the specific model. The front has a small raised lip (about 1-2 mm in height) so that when you place your phone facing down flat on a surface, the screen is not in contact with the surface. This design prevents the majority of drop damage — see our Drop Test video on the blog for some examples — however we do not guarantee that the case will prevent 100% of damage to your phone.

In 2021 we launched a new line of Safe Cases which are the same cute designs, but with two-layer protection for more shock absorption. Check out our blog post for more details!

If you want more screen protection, our cases provide enough space for you to add a tempered glass screen protector and still fit your cute case!

Q. What does the case look like for my phone?

A. A lot of people ask to see what our cases look like for their particular phone type with respect to details like the camera opening. We have a blog post that shows pictures of most of our phone types so please check it out! We are regularly adding phone types, so some of the newer models might not yet be shown.

Q. How are your designs put on the case?

A. Many people ask if our designs are applied as sticker or if there is a fabric insert. That is not how our cases are made. All designs are printed to the solid back of the case using dye sublimation. This is a special printing technique that vaporizes the ink and embeds the design into the top layer of the back of the case. You can watch this process in action in our Making Cases video on the blog. The result is a durable and vibrant image that you will love to show off!

Q. How do I clean my case?

A. The design portion of the case is sublimated on either metal, plastic, wood or glass, depending on the specific model and doesn’t show dirt easily. The back can be wiped off with a soft cloth to remove any dirt or debris.

The sides/grips of the case are made from TPU rubber. White borders do tend to get dirty over time and may discolor. There are some cleaning tips on this website including suggestions such as alcohol and baking soda. Other factors that may contribute to discoloration are extreme temperatures and exposure to chemicals (such as chlorine at the pool!).

Black borders do not show dirt and may be a better choice if you are concerned about long term wear. Clear borders also resist showing dirt from daily handling, however they may discolor and become yellowed when exposed to chemicals or high heat over time.

Q. Can you change the color on a design?

A. Yes! We are happy to change the background color of any design at no charge. To request this, please write a note in the comment box at checkout. We will do our best to make it happen! If you want more changes than just the background color, consider ordering a custom case instead 🙂 (see the next question and answer below!)

Q. Can you make custom cases?

A. Yes! We offer three types of customization for our phone cases:

  • You can ask to change the background color on any of our designs by writing a note in the comment box at checkout. We will do our best to make it happen! Sometimes we like your color requests so much that we add that color to our website offerings!
  • You can add a monogram or other text to one of our designs. To do this, select the Custom Case option on our website, and in the comment box at checkout tell us which design you would like and what text to add. You can also give us any specific font requests.
  • You can send us a photo or other artwork to print on the case. To do this, select the Custom Case option on our website and check out. Next, send the photo or artwork to [email protected]. The file formats that work best are .pdf, .jpg or .png; also make sure the quality of the picture is high enough for us to get a clear print. We will let you know if there are any problems.
  • What we cannot do is create a special design based on another phone case you have seen. If you have something specific in mind, please send us the completed art work!

Q. How can I choose the design for my Rose Grip / Rose Pocket / Airpod Case / Lip Balm Holder?

A. When you add any of these items to your cart along with a phone case, we will automatically match the design to the design you chose for the phone case. If you want something different, or if you have multiple phone cases in your order, just write a note in the comment box at checkout telling us what design you’d prefer. If we have any questions we will send you an email to confirm.

Q. Will I get a confirmation email? How can I track my order?

A. You should get an order confirmation when your order is placed and then another email when it ships which includes the tracking number. Sometimes these emails get filed into spam, so if you don’t see them you should check there. Another common problem is that the email address is entered wrong or the mailbox is full, preventing delivery. If you don’t receive a confirmation email and are concerned about whether or not we received your order, just send an email to [email protected] and we can look it up for you 🙂

In addition, if you create an account on the website when you check out, you can see you order history and check the status at any time! Sometimes if you create your account after you already placed an order, or if you weren’t logged into your account when you placed an order, the order isn’t liked to your account history. If this is the case, just send an email to [email protected] and we can add the order to your user ID.

Q. Do you ever have sales or discounts?

A. Yes! We often announce sales and giveaways on our Instagram account @abbyrosecases, so follow us there if you don’t want to miss out! We also have a number of specials available on the website which you can find listed on our Coupons/Specials page!

Q. Do you make cases for my phone type?

A. We currently have cases for all iPhone models and number of Samsung phones, but we working on adding more! The current list of supported phones is shown below:

Google Pixel, Google Pixel XL, Google Pixel 2, Google Pixel 2 XL, Google Pixel 3, Google Pixel 3 XL, Google Pixel 3A, Google Pixel 3A XL, Google Pixel 4, Google Pixel 4A, Google Pixel 4 XL, Google Pixel 5, Google Pixel 5 XL, Galaxy A10, Galaxy A10e, Galaxy A20, Galaxy A30, Galaxy A50, Galaxy A51 4g, Galaxy A51 5g, Galaxy A70, Galaxy Note 5, Galaxy Note 8, Galaxy Note 9, Galaxy Note 10, Galaxy Note 10+, Galaxy Note 20, Galaxy s3, Galaxy s4, Galaxy s5, Galaxy s6, Galaxy s6 Edge, Galaxy s7, Galaxy s7 Edge, Galaxy s8, Galaxy s8 Plus, Galaxy s9, Galaxy s9 Plus, Galaxy s10, Galaxy s10e, Galaxy s10 Plus, Galaxy s20, Galaxy s20 Ultra, Galaxy s20 Plus, iPhone 4/4s, iPhone 5/5s, iPhone 5c, iPhone 6/6s, iPhone 6+/6s+, iPhone 7, iPhone 7+, iPhone 8, iPhone 8+, iPhone X/XS, iPhone XR, iPhone XS MAX, iPhone 11, iPhone 11 Pro, iPhone 11 Pro MAX, iPhone 12, iPhone 12 Pro, iPhone 12 Pro Max, iPhone 12 Mini, iPhone SE 1st gen (2016), iPhone SE 2nd gen (2020), iPod Touch 6th gen, iPod Touch 7th gen

NEW! You can see a slideshow of cases for most of these phone types on our blog!

If you have a specific request, please respond to this poll so that we can determine which phone types to add next!

Q. Where are you located?

A. We are based out of San Antonio, Texas, USA! Check out the blog post about our new office!

Q. Are your prices in US dollars? How can I pay in another currency?

A. Yes, all of our prices are in $US. When you check out, the total will be converted into the appropriate currency by your credit card company or by PayPal at the current exchange rate.

Q. Do you ship internationally? How long will it take?

A. Yes! Shipping outside of the US is $15 flat rate and is sent via US Postal Service First Class International. Delivery times vary, and you will be sent a tracking number. For more details about shipping, please read our shipping policy page.

Q. What printer do you use? Where do you get your supplies?

A. We get a lot of inquiries from people who want to start making their own phone cases about what specific machines we use or where we order our supplies from. While we are super excited to support other small businesses and wish you the very best, we are unable to share these specific details. You can do a search on Google or YouTube for “sublimation phone case” and find many resources to help you get started!

Q. How did you get started with your own business?

A. I have always been an entrepreneur at heart and started selling handmade items to my friends in middle school. I sold bookmarks, Rainbow Loom bracelets, and choker necklaces just to name a few of my ideas! My first attempt at making phone cases was to print out pictures and put them inside of a clear case, and I sold a number of those before I found out about sublimation! I saved up money from my birthday and Christmas to buy my first sublimation printer and heat press several years ago, but I mostly just sold to my friends. In April 2019, I decided I wanted to really try and grow bigger so I started @abbyrosecases on Instagram. At first my customers were just my friends and their friends, but steadily the business expanded. I launched my website in October 2019 and it’s been growing ever since!

I am graduating from high school in 2020 and will be attending Baylor University in the fall where I will major in business. I have learned SO MUCH over the past year and I appreciate everyone’s support!

Have a question we didn’t answer here? Send it to us via our contact form!

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