Shipping & Returns

At DoFam, every product is made to order specifically for you. We want you to know what to expect—from the moment your order enters production until it arrives at your door.

Order Processing

Most DoFam products are made after an order is placed. Processing time includes printing, quality preparation, and packaging before your order is handed to the shipping carrier.

Estimated production and delivery times may vary by product, destination, order volume, and season. The estimate shown on the product page or during checkout is not a guaranteed delivery date.

Once an order enters production, we may not be able to change the phone model, shipping address, design, or other order details.

If you notice an error, please contact us immediately with your order number. We will do our best to help, but changes cannot be guaranteed after production has started.

Estimated Delivery

Delivery estimates shown on our product pages include expected carrier transit times. Where applicable, production time may be listed separately.

Typical shipping estimates are:

United States: 2–5 business days after production
United Kingdom: 2–3 business days after production
Germany: 2–5 business days after production
Australia: 3–6 business days after production
Other European countries: 5–10 business days after production

These are estimates, not guarantees. Delays may occur because of carrier disruptions, severe weather, holidays, customs processing, an incomplete address, or circumstances outside our control.

Business days do not include weekends or public holidays.

Shipping Costs

Available shipping methods and their costs are displayed during checkout based on your delivery address and the items in your cart.

Unless otherwise stated, shipping charges do not include customs duties, import taxes, or local handling fees. International customers are responsible for any charges imposed by their country or local authority.

Tracking Your Order

When tracking is available, we will send a shipping confirmation email containing your tracking information after your order has been handed to the carrier.

Tracking may take 24–72 hours to show its first update. Some international shipments may have limited tracking after leaving the country of origin.

Orders containing multiple products may be produced at different facilities and arrive in separate packages. You will not be charged additional shipping because an order is split into multiple shipments.

Delayed or Missing Packages

If your order has passed its estimated delivery window, please:

Review the tracking information.
Confirm that the shipping address on your order is correct.
Check with household members, neighbors, reception desks, mailrooms, or local delivery offices.
Contact the carrier if the tracking page provides that option.
Contact DoFam if the package still cannot be located.

We will review the shipment and help determine the appropriate next step. A carrier investigation may be required before a replacement or refund can be approved.

If tracking shows that a package was delivered to the address provided at checkout, DoFam is not responsible for theft or loss after confirmed delivery. However, please contact us and we will do our best to help you work with the carrier.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address.

If a package is returned because of an incorrect address, missing apartment number, refused delivery, or failure to collect it, additional shipping charges may apply before the order can be sent again.

Shipping charges caused by an address entered incorrectly at checkout are not refundable.

Order Cancellations

Because products are made to order, cancellation is only possible before production begins.

Please contact us immediately if you need to cancel an order. We cannot guarantee cancellation once the order has entered production or been submitted to a production partner.

If cancellation is no longer possible, the order will be completed and shipped according to the original order details.

Returns

30-Day Return Period

You may request a return within 30 days of the date your order is delivered.

To qualify for a standard return, the product must be:

Unused and in its original condition
Free from scratches, marks, damage, or signs of use
Returned with its original packaging where reasonably possible
Accompanied by proof of purchase
Approved by DoFam before being sent back

Please do not return an item to the sender address shown on the package. Production facilities and return locations may be different, and unauthorized returns may not be received or refunded.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your product arrives damaged, has a manufacturing or printing defect, or is different from what you ordered, contact us within 30 days of delivery and include:

Your order number
A clear description of the problem
Photos showing the complete product
Close-up photos of the damage, defect, or incorrect detail
A photo of the shipping package and label when relevant

After reviewing the claim, we may offer a replacement or refund, depending on the issue. Do not discard the product or packaging until we have completed our review.

If the issue resulted from our error or an eligible manufacturing defect, DoFam will cover the approved resolution. You will not be asked to pay return shipping unless we specifically request that the item be returned.

Minor differences in color may occur because screens display colors differently and printing results can vary slightly between materials. A minor color variation alone may not qualify as a defect.

Choosing the Wrong Phone Model

Please check your exact phone model before placing an order. Models with similar names—such as iPhone 15, iPhone 15 Plus, iPhone 15 Pro, and iPhone 15 Pro Max—use different case sizes.

A phone case that does not fit because the customer selected the wrong model is not considered defective.

If you selected the wrong model, contact us within 30 days of delivery. An unused case may be eligible for an authorized return, but:

Return shipping is the customer’s responsibility.
Original shipping charges are not refundable.
A replacement in another model may require a new order.
Used, scratched, installed, or damaged cases cannot be returned.

If DoFam shipped a different model from the one shown in your order confirmation, we will treat it as an incorrect item and provide an approved resolution at no additional cost.

Change of Mind

We understand that a product may not always be the right fit.

Unused products may be eligible for return within 30 days after delivery, subject to approval. Customers are responsible for return shipping for change-of-mind returns, and original shipping charges are not refundable.

Products showing signs of use, installation, wear, scratches, accidental damage, or improper handling are not eligible for a change-of-mind return.

Exchanges

Because DoFam products are made to order, we do not guarantee direct exchanges.

If you need a different product or phone model, contact us first. Depending on the circumstances, we may approve a return of the original unused item, after which you can place a new order for the correct product.

Non-Returnable Items

The following items are generally not eligible for return:

Products returned more than 30 days after delivery
Used, worn, scratched, altered, or damaged products
Products damaged by drops, misuse, accidents, or improper installation
Items returned without prior authorization
Gift cards, if offered
Products marked final sale or non-returnable at the time of purchase
Items that cannot be resold for hygiene or safety reasons, where applicable

These restrictions do not apply when an item arrives with an eligible manufacturing defect or when DoFam sends the wrong product.

Return Shipping

For returns caused by customer preference, an incorrect model selected by the customer, or another reason unrelated to a DoFam error:

The customer is responsible for return shipping.
We recommend using a trackable shipping service.
DoFam is not responsible for returns lost or damaged during return transit.
Original shipping charges are not refundable.

If we sent the wrong item or approve a claim for an eligible defect, we will provide instructions for the appropriate resolution.

Refunds

After an authorized return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method. Please allow:

3–5 business days for DoFam to inspect and process an eligible return
An additional 5–10 business days for your bank or payment provider to post the refund

Actual timing depends on your financial institution.

Original shipping charges are not refundable unless the return resulted from a DoFam error or an eligible defective product.

If your approved refund has not appeared after the expected processing period, please contact your bank or card provider before contacting us, as posting times may vary.

12-Month Warranty

DoFam products include a 12-month limited warranty covering eligible defects in printing or materials under normal use.

The warranty does not cover:

Normal wear and tear
Scratches, fading, or cosmetic wear caused by regular use
Damage caused by drops, impact, accidents, misuse, or improper care
Damage caused by forcing a case onto an incompatible phone model
Damage caused by modifications or unauthorized repairs
Loss or theft
Damage to the phone or another device used with the product
A phone model selected incorrectly by the customer

A replacement issued under warranty does not restart or extend the original 12-month warranty period.

To submit a warranty claim, contact us with your order number, a description of the issue, and clear photographs of the product.

Need Help?

If you have a question about compatibility, shipping, returns, or an existing order, please contact us before sending anything back.

Include your order number whenever possible so our support team can assist you more quickly.

Contact DoFam