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FAQs

Ordering

How can I make changes to my order?
Simply email us within 12 hours (not applicable to Cash on Delivery order). Be sure to include your order number!  If it is the device type, case type, or color that you would like to adjust, please also let us know the details in email. If upgrade in shipping method is required after order placed, you will need to settle the payment request sent by Customer Service team at one go without separate installments.

How do I know if my order was placed successfully?
If you have received an order confirmation email from us, your order was placed successfully! You can also log into your account to view your order history and search for your most recent order. If you have made a payment but not received the payment confirmation, you can always email contactus@hwymiami.com

Why I can't receive my order confirmation email?
If your registered email address is a Hotmail account, the order confirmation email may fall into your Spams / Junk folder. If you still cannot find your order confirmation email, please email us and we will investigate further.

How long does take to ship?
Shipping time depends on the product you purchase and the destination as a different product has different production time. If you would like to know the estimated delivery time and shipping fee, please select the destination on the checkout page to get an idea of the approximate timeframe.

Will COVID-19 affect my order?
In view of the recent situation of COVID-19, shipping time is likely to be lengthened as a special arrangement of some courier service companies and air traffic delays are to be expected. Thanks for your patience while we work hard to get your order to you!

How do I track my order?
Sign in to your Account (the one that you made your order with) and click on Track Order. In some instances, carrier's tracking information may only be available in 1-2 business days after the order is shipped.

I’ve ordered a few items but I can’t find all of them. Where are the missing cases?
Please be sure to open up all the boxes first. We normally packed 2 cases in 1 box unless otherwise requested. If you have checked and the case is still not there, please contact us.

How do I shop a phone case?
You may select your preferred item and add it to the cart. Then select the shipping method and wait for it to be dispatched and shipped.

It has been a few months after my order was shipped and the tracking link provided has expired. I’m afraid that my order may have been lost. Can I get a refund?
Please let us know within 90 days of purchase if your order is missing. We would be happy to follow up and investigate for you. Further arrangements will be facilitated. No refund for missing parcels if the initial date of such enquiry/request is beyond 90 days of purchase.

Can I apply the online discount in the retail purchase?
No, online and retail discounts are separate.

Does H.W.Ymiami accept bulk purchases?

Yes! Please send us an email here with more details and we will follow up.

 

Promotion

I’ve missed a  promotion campaign for a recent order I placed. Can I still enjoy the offer?
Please let us know by email, we would wish to know the order number of yours and also the discount code / offer that you are after. We will be more than happy to evaluate what you have and honor the offer if it is deemed applicable. We apologize, but we are unable to apply the adjustments retrospectively 5 days after date of order, or the promotion expiration date, whichever comes earlier.

Can I apply 2 promo codes on the same order?
We are afraid that only one promo code can be applied per order.

 

Product

Are H.W.Ymiami cases protective?
H.W.Y miami has a huge selection of phone case types and tech accessories that are durable and functional without losing originality. Its signature and most popular Impact case is engineered with a two-layer airbag shell of BASF material and military-graded that can withstand 6.6ft drop impact. 

How much are H.W.Ymiami cases?
H.W.Ymiami case prices vary depending on the case types and device models. You may click on your preferred design and select your device model in the dropdown box for details.

Are H.W.Ymiami cases worth it?
Our products are made to order and hand-inspected from corner-to-corner to ensure high-quality products that you can count on. Phone cases made of shock-proof or drop-proof materials are usually test-certified for specific purposes. It depends on the individual's needs when choosing the best phone case for your device.

Do H.W.Ymiami cases yellow?
Whether a case turns yellow over time, it really depends on the usage and maintenance, please note that regular contact with dyed/colored materials or overexposure to sunlight will increase chances of discoloration or yellowing of phone cases.

Are H.W.Ymiami glitter cases safe?
Liquid Glitter iPhone Cases are certified for quality and safety. They are are made using non-toxic mineral oil and materials, inspected by professionals, have passed all safety tests.

Do phone cases cause overheating?
Phone cases do not necessarily cause overheating. There may be a trapping heat when putting on the phone case but avoid opening too many applications on your device, overexposure to the sunlight and always keeping your device in a cool place can help reduce the risk of overheating.

What are H.W.Ymiami cases made of?
Different cases are made of different materials but mostly contain TPU and PC.

Can you please make sure that the background of my case is in Gold/Silver/Space Gray/Midnight Green color?
Most of our phone cases carry a transparent background (except for selected case types/full-print designs). Our background color preview solely serves to give our customers an idea of how the designs would look like on iPhones in different colors!

How do I get my H.W.Ymiami case off?
It is easy, you can remove a phone case by firstly lifting one side or one corner up from the bottom of the case, then gently removing the case.

Do PopSockets stick to H.W.Ymiami cases?
Popsockets can be used together with  H.W.Ymiami cases but the printing (if any) on the case may be prone to peeling off issue. The level of adhesion of the popsockets also vary when sticking to different types of phone cases.

Do H.W.Ymiamicases work with wireless charging?

All H.W.Ymiami cases can work with wireless charging.

Are H.W.Ymiami cases heavy?
The weight of phone cases varies depending on the case types selected as they are made with different materials.

How thick are H.W.Ymiami cases?
The thickness of phone cases varies depending on the case types you select.


Can all H.W.Ymiamicases be used with UV Sanitizer?
Yes! If you want to know more about our UV Sanitizer, please visit the FAQ for details.

 

Billing

What payment methods do you accept?

We accept major debit cards and credit cards (American Express, Mastercard and Visa), Apple Pay, Paypal, and Wechat 

Do you accept AMEX Gift Card / Visa Gift card?
We are afraid we do not accept AMEX Gift Card / Visa Gift card / Mastercard Gift Card.

Can I use JCB credit card to check out?
Yes, it can be used via PayPal. Please choose PayPal as the checkout method and fill in the payment details. If the checkout page of PayPal is in English, you may change the language to Japanese as shown in here or by the following steps:

Company/Store

Is H.W.Ymiami an American company?
Yes. H.W.Ymiami is based in Miami, FL. But we ship statewide.

Does H.W.Ymiami have a store?

No. We are now fully online 

I want to join the H.W.Ymiami Artist Collection to sell my design. Who do I contact?
Email us. Include your portfolio link and your social media accounts.

May I join H.W.Ymiami?
Yes. Please email contactus@hwymiami.com

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