Warranty & Returns

ORDER CHANGES & CANCELLATIONS

 To give you the best experience possible, Doc Artisan begins processing your order as soon as you hit submit!

 What that means is, we only have a 2-hour window (within our operating hours) where we can cancel or edit your order.

 Because of that, we ask that you call us at: 1(800) 743-1206, so we can help you immediately with any cancellation or edit requests.

 Please note that our Customer Service Team is in Monday-Friday 8am-5pm (MST) excluding holidays. If you send your request after hours, your order will not be able to be edited or canceled. However, we will do our best to assist you once we are back in the office.

 

LOST, STOLEN, AND UNDELIVERED PACKAGES

 In the very rare event that your package is lost, stolen, or undeliverable as addressed, we will work hard to help you locate your package and provide all relevant information we have.

 Unfortunately, we will be unable to reship or refund you for the missing package until a shipping claim has been completed and paid out.

Next steps:

• Allow 24 hours after tracking shows delivered, as updates are not always accurate
• Search around your property, ask neighbors if they received it by mistake
• Contact us to report the missing package
• We will confirm if the address we have on file is correct
• Contact the courier for further information and to start a claim
• Keep our Team updated on status of claim

 

WRONG ITEM RECEIVED

 Ordered a case for an iPhone 8 and got a case for an XR? Wanted brown and got black? Unfortunately, mistakes can happen anywhere in the processing of your order, and we apologize in advance!

If you have received the wrong product, contact us immediately! We want to make that right as quickly as possible.

Next steps:

• Take pictures of the product you received and email them to support@docartisan.com
• A member of our Team will review the pictures and compare what was on your invoice
• If we confirm you were shipped the wrong item, we will confirm and check with how you would like to proceed
• You may request a refund, replacement, or store credit

If you want a REFUND:

• We require the product back before we are able to process a refund
• We will provide you a pre-paid return label to ship the item back to us free of charge
• Once we receive the package, please allow our Returns Department 24-48hrs to process the return
• You will then be emailed to confirm we have received the item and submitted a refund to your original payment method
• Please note refunds can take 2-5 business days to be processed by your financial institution

If you want STORE CREDIT

• We require the product back before we are able to process a store credit
• We will provide you a pre-paid return label to ship the item back to us free of charge
• Once we receive the package, please allow our Returns Department 24-48hrs to process the return
• Your store credit will be provided to you in the form of a custom, one-use coupon code that you may use on your next purchase

If you want a REPLACEMENT  

• We will reship the item and provide you a pre-paid return label to ship the incorrect item back to us, free of charge
• Please allow our warehouse 24-48 hours to process any order. You will receive tracking details when your replacement has been picked up by the courier

(We cannot reship you a different size, or product. Replacements are only offered to provide a same-product replacement for an error picking)

 

DOMESTIC RETURNS & EXCHANGES

Turns out you ordered an iPhone 8 case but have a Max Plus? Or maybe, brown isn’t really your color? No worries! Whatever the reason, we understand things happen when ordering online. That’s why we provide exchanges, refunds, or store credit within the first 30 days of your purchase.

 Next step:

• The item must be unused or in like-new condition
• Enter your information under Access Your Order
• Complete the form and print it
• Take your case, with its original packaging, and the completed form to your local courier
• Ship back all materials to our Returns Warehouse, located at:

 

What happens now? Once we receive the package at our facility, please allow our Returns Department 24-48 hrs to process the return. We will inspect the product’s condition and use the form you included to determine if you want a refund, exchange, or store credit. Once the return has been processed, you will be contacted via email.

• If you requested a refund: We will refund you the original purchase price back to your original payment method. Please allow your financial institution 2-5 business days to process the refund.
• If you requested store credit: Your store credit will be provided to you in the form of a custom, one-use coupon code that you may use on your next purchase
• If you requested an exchange: An exchange can only be done for product within the same type. You may exchange the item for a different color, but not a different size or style. If you would like to order a different product than you originally purchased, we advise you request a refund or store credit.

 HOLIDAY RETURNS & EXCHANGES: Orders placed from November 15^th through December 25th will qualify for an additional 15 days to return the item for a refund, exchange or store credit.

  

DOMESTIC WARRANTY

(If you’ve ordered the wrong item for your needs, please see Domestic Returns & Exchanges)

Doc Artisan guarantees the quality and craftsmanship of all our products. However, we understand defects in material and workmanship may occur during the manufacturing process. If this occurs, we are happy to provide a refund, one-time replacement, or store credit within specified time-frames.

(Be advised the 30 days/60 days time-frames are from the date your order was marked delivered)

 What is Not Covered:

• Sales items discounted 40% or more
• Normal wear and tear
• Misuse, lack of care, mishandling, accidents (including drops), abuse or other abnormal use, or acts of God
• Use of product outside it’s intended purpose
• Damage caused by improper or unauthorized maintenance or repair of the item
• Product that has been modified or altered
• Lost or stolen product

 

First 30 Days – Eligible for refund, one-time replacement, or store credit

Next steps:

• Take pictures of the product defects and email them to support@docartisan.com
• A member of our Team will review the pictures to ensure the issues are covered by our warranty
• Once we confirm your case is covered, we will ask how you want the issue to be resolved
• Reply with your request for a refund, one-time replacement, or store credit

If you want a REFUND:

• We require the product back before we are able to process a refund
• We will provide you a pre-paid return label to ship the item back to us free of charge
• Once we receive the package, please allow our Returns Department 24-48hrs to process the return
• You will then be emailed to confirm we have received the item and submitted a refund to your original payment method
• Please note refunds can take 2-5 business days to be processed by your financial institution

If you want STORE CREDIT

• The requirement for a return before compensation, is contingent upon the defect
• If we require a return, you will be provided a pre-paid return label to ship the item back to us, free of charge
• If we do not, we will immediately process your request for store credit
• Your store credit will be provided to you in the form of a custom, one-use coupon code that you may use on your next purchase

If you want a ONE-TIME REPLACEMENT  

• The requirement for a return before compensation, is contingent upon the defect
• If we require a return, you will be provided a pre-paid return label to ship the item back to us, free of charge
• If we do not, we will immediately process a new order for your replacement
• Please allow our warehouse 24-48 hours to process any order. You will receive tracking details when your replacement has been picked up by the courier

(A warranty exchange cannot be for a different size or product. Warranty exchanges are only offered to provide a same-product replacement for an error in workmanship)

 

First 60 Days – Eligible for one-time replacement or store credit

If you report your case after the initial 30 days, we are unable to provide you a refund. However, we can still offer you a one-time replacement or store credit up to 60 days after the date of delivery.

If you want STORE CREDIT

• The requirement for a return before compensation, is contingent upon the defect
• If we require a return, you will be provided a pre-paid return label to ship the item back to us, free of charge
• If we do not, we will immediately process your request for store credit
• Your store credit will be provided to you in the form of a custom, one-use coupon code that you may use on your next purchase

If you want a ONE-TIME REPLACEMENT  

• The requirement for a return before compensation, is contingent upon the defect
• If we require a return, you will be provided a pre-paid return label to ship the item back to us, free of charge
• If we do not, we will immediately process a new order for your replacement
• Please allow our warehouse 24-48 hours to process any order. You will receive tracking details when your replacement has been picked up by the courier

(A warranty exchange cannot be for a different size or product. Warranty exchanges are only offered to provide a same-product replacement for an error in workmanship)

  

INTERNATIONAL RETURNS & WARRANTIES

International shipping is very complicated.  There are customs, tariffs, duties, taxes, VAT’s and other factors that make international returns or exchanges difficult and costly.  Unfortunately, when it comes to international orders, we can’t have a one size fits all approach.  The following are general guidelines, we will evaluate each Return or Warranty on a case-by-case basis.

  

INTERNATIONAL RETURNS

Turns out you have a different phone than the case you ordered? Brown isn’t really your color in person? No worries! We understand things happen when ordering online. That’s why we provide refunds or store credit within the first 60 days of your purchase.

(Be advised the 60 day timeframe is from the date your order is placed)

 Next step:

• Contact us at support@docartisan.com
• The item must be unused or in like-new condition
• Enter your information under Access Your Order
• Complete the form
• Print out completed form
• Take your case, with its original packaging, and the completed form to your local courier
• Ship back all materials to our Returns Warehouse, located at:

 

What happens now? Once we receive the package to our facility, please allow our Returns Department 24-48 hrs to process the return. They will inspect the product’s condition and use the form you included to determine if you want a refund or store credit. Once the return has been processed, you will be contacted via email.

• If you requested a refund: We will refund you the original purchase price back to your original payment method. Please allow your financial institution 7-10 business days to process the refund.
• If you requested store credit: Your store credit will be provided to you in the form of a custom, one-use coupon code that you may use on your next purchase

 

INTERNATIONAL WARRANTY

(If you’ve ordered the wrong item for your needs, please see International Returns)

Doc Artisan guarantees the quality and craftsmanship of all our products. However, we understand defects in material and workmanship may occur during the manufacturing process as well as packing the wrong items to be shipped.

Unfortunately, we are unable to offer any returns or exchanges to our international customers due to the high cost in international shipping, duties and tariffs.

What is Not Covered:

• Sales items discounted 40% or more
• Normal wear and tear
• Misuse, lack of care, mishandling, accidents (including drops), abuse or other abnormal use, or acts of God
• Use of product outside it’s intended purpose
• Damage caused by improper or unauthorized maintenance or repair of the item
• Product that has been modified or altered
• Lost or stolen product

Next steps:

• Take pictures of the product defects or incorrect items and email them to support@docartisan.com
• A member of our Team will review the pictures to ensure they are covered by our warranty
• Once we confirm your case is covered, you will be provided the store credit in the form of a custom one-use coupon code that you may use on your next purchase