Frequently Asked Questions
Where do you ship from?
We ship from Taiwan.
When will my order ship?
We ship once a week (usually Wednesday). For case orders, you select one of the available shipping dates when you order. For parts, orders placed Monday through Sunday are shipped the following week.
Will I be charged when I place the order, or when my order ships?
You will be charged immediately after placing the order. Please note there is a nonrefundable 4% processing fee should you later decide to cancel.
Are import charges and VAT included in the price?
Import charges and VAT are not included in the price. Any such charges are the responsibility of the buyer. You wil normally be notified by the courier prior to delivery if any are owed, and how to pay them. Import charges vary by country, and we do not keep a schedule of these charges. Customs may require an invoice to properly assess the charges, in which case you can contact our support and we will provide one for you.
US customers do not owe any import fees.
Is a signature required for delivery?
Yes, except in situations where deliveries are made to a PO box, or left with a front desk employee or similar. The addressee does not need to be present to sign - any adult at the address will do.
What if I did not receive an order confirmation?
Please check your spam mail folder. Hotmail/MSN/Outlook users may need to add ncases.com to your safe senders list. If you still do not find an email from us, you may have mistyped your email address in the order. Please open a support ticket to correct it.
Can I make a change to my order?
Yes. If you need to make a change or correction to your order - color change, address correction, etc. - please let us know by the Sunday before your order is scheduled to ship. Changes cannot be made after this.
Can I cancel my order?
Yes, as long as we receive the cancelation request by the Sunday before your order is scheduled to ship. We cannot cancel an order after this. Also note that cancelations cannot be undone; if you change your mind again, you will need to place a new order.
Is there a fee for canceling?
Yes, there is a nonrefundable 4% payment processsing fee. This is 4% of the total amount charged, including shipping cost.
Refunds usually take 3-5 business days to post back to the original payment method.
What's your return policy?
We do not accept returns.
Can I combine shipping for multiple items?
Each item is prepacked for shipping from the factory, and we cannot combine shipping for multiple items. Each item is shipped separately with its own tracking number.
How long does shipping take?
Standard shipping usually takes between 7-14 days to most countries. EMS shipping may be a day or two faster. In rare circumstances shipping can take longer, especially if the item is held up in customs. The upper end of the shipping ranges we give are worst-case scenarios, after which we consider the item lost. If this happens, contact us to seek a resolution.
When do I get my tracking number?
Tracking numbers are usually sent out on the Sunday or Monday following shipment.
Can you ship to a forwarding service?
Yes, if you live in a country we can't ship to and want to use a forwarding service in a country we do ship to, you can have your order shipped through such a service. However, be aware that in most countries import fees are due on delivery, and many forwarding services will not pay these on your behalf. For this reason we suggest to only use a US-based service (since there are no import fees in the US), unless you are very sure the service you use will cover the fees.
When will you resume shipping to my country?
We don't know. We ship through Taiwan Post via air mail that is transported on passenger flights, which have been greatly reduced due to the coronavirus pandemic. If we can't ship to you, it's usually because there aren't enough available flights from Taiwan to your country, and we can't predict when this will resolve for any given country. Please check Taiwan Post's website for updates.
Can you ship to the Netherlands?
We've had some problems with the courier in the Netherlands, PostNL, not notifying customers of waiting packages resulting in returns. As a consequence we've stopped shipping to the Netherlands.
Can you ship through another service that uses their own planes (e.g., DHL, FedEx)?
Not at this time. These carriers require business accounts to ship with, and as NCASE is not a registered business in Taiwan we are ineligible to open such an account with them.
Can I pick up an order myself from the factory in Taiwan?
No. The factory is not open to customers.