We believe in treating customers like our closest friends. We will go out of our way to give you an excellent customer service experience.
It would be unrealistic to guarantee 100% perfect customer experiences, but are very happy to say we are close to it. We do 100% GUARANTEE that in the very rare instance that anything goes wrong, we will quickly do whatever is in our power to make it right. Here is how we will take care of you:
Is it possible to cancel or change my order?
We use an automated order queue that goes directly to production/fulfillment center almost immediately after orders are submitted, so unfortunately we cannot process a cancellation. Within a short window, like 1 hour of ordering, we can only change the shipping address. Contact us IMMEDIATELY within the hour if you discover your shipping address was entered wrong.
Email with Subject Line: SHIPPING ADDRESS CHANGE to: support@decocases.com
-OR- Call or Text Us M-F 9AM-5PM Central Time 830-321-8761
CONTACT US IMMEDIATELY. If you wait to contact us, we cannot provide address change. We are sorry that orders placed on weekends cannot be changed.
What if my order arrives damaged or incorrect item received?
Contact us within 2 business days of receiving a damaged or wrong item. Please email with Subject Line: ARRIVED DAMAGE to: support@decocases.com
-OR- Call or Text Us M-F 9AM-5PM Central Time 830-321-8761.
For any items that arrived damaged, defective or the wrong item arrived, please include a photo of the item you received.
We’ll submit a replacement order for the same item to be sent to you as soon as possible.
Can I exchange my item for a different one?
No. We cannot process exchanges. However, if you found a different design, like a new release you really want, after you placed an order, we are happy to provide a discount for your new order.
Please email with Subject Line: I WANT ANOTHER to: support@decocases.com. Please include your previous order number.
-OR- TEXT US at 830-321-8761 to ask for the discount. Please include your previous order number.
This offer is strictly for current customers. You must include your previous order number to qualify.
Can I return my purchase?
We are committed to quality and sincerely hope you’ll love the item you purchased.
We do not process “change of mind” returns. If there are any concerns about any item, please contact us within 14 days of delivery.
Please email with Subject Line: RETURN REQUEST to: support@decocases.com for assistance. Please include your Order Number and issues you have with the item.
IMPORTANT NOTE: If we authorize a return and your order included any FREE items, like BUY 1 GET 1 OR BUY 2 Get 2 or any other free items, ALL ITEMS must be returned to be considered for a refund. Further all items MUST be in original package, be unused, unworn, and undamaged condition to be considered for a refund.
Please do not return items to us without a return authorization. DO NOT return to address on return label (which will be a fulfillment/production facility) or it will not be processed and you will forfeit any chance of refund. We will provide a prepaid return label. The cost of label $5.95 or $6.95 will be deducted from refund. Restock fee is 15%, also deducted from refund.
In certain instances, we may waive the restock fee if you accept refund in store credit. Otherwise, order will be refunded on payment method used. Gift orders are non-refundable to gift recipients.
Please understand that returns are very costly to a small business. We want you to happy, while at the same time, remain in business. We promise we will do as much as we can to give you a happy experience, so please kindly give us a chance and work with us to provide you with an amicable solution.
Refunds
If we provide you with return authorization, you MUST return item within 14 days. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment (minus return shipping and restocking fee), usually within 5-7 days depending on your bank. If you accept store credit, you will receive store credit voucher within 48 hours of refund approval (minus return shipping and restocking fee).
We are not responsible for returns until they reach us.
Non-refundable Items
- Gift Cards / Gift Certificates
- Personalized Items (Any item received damaged will be replaced. See above for instructions for damage replacement.)
- We cannot accept gift returns.
Last Updated: September 23, 2026