FAQ

Ordering

• How can I make changes to my order?

Simply email us at support@iwrap.com.my within 24 hours. Be sure to include your order number! If you would like to change your design, please also include the URL or name of the new design. Otherwise, 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.

• I’ve missed a promotion campaign for a recent order I placed. Can I still enjoy the offer?

  Please let us know by email at support@iwrap.com.my, 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.

• I’ve placed an order, but it says "On Hold" when I check its status. What’s wrong?

  1. Your order was found to be incomplete because a Backplate was checkout in the order but no previous purchase record of Metaluxe / Bezel Bold could be found from your account.
  2. Your shipping address has no street number or suite number, or potentially incomplete.
  3. The photo(s) used in your design had been removed from your social network and we need your help in supplementing them.

*You will always receive an email from us if the problems above happen to your order. So please be sure to check the Spams / Junk folder of the email you registered with us if you have not received such confirmation emails. We will need further information from you before we can process your order.

• I’ve ordered few cases 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.

• Can other people print my case?

  No, only you can print your case unless your design is available on the iWrap Artist Collection.

• I want to join the iWrap Artist Collection to sell my design. Who do I contact?

  Email us at artists@iwrap.com.my. Include your portfolio link and your social media accounts.

• How do I purchase a gift card?

  Check out the iWrap Virtual Gift Card section.

Product

• Which cases can I customize?

  Please check the full list here. Not seeing the device you have? Be sure to sign up for our newsletter and stay tuned to our social medias!

• Are your Frosty White cases transparent or crystal clear?

  Our cases in Frosty White are semi-transparent, but not crystal clear.

• Are your phone cases hard or soft?

  iWrap cases are made of polycarbonate with a fixed shape and is a hard material, and not a soft rubber or silicon. Please visit here for more specs!

• Do you print my pictures on the sides of the case as well?

  No. All designs will be printed on the back of the case only.

Image & File Support

• I don't have any Instagram or Facebook photos to upload.

  No worries! You can use your personal photos to make your case.

• I see an orange ! warning sign next to my image, what does that mean?

  In order to deliver you with high quality cases, we recommend that you use high quality images. The warning is to let you know that the photo is below the recommended resolution, therefore the quality may be reduced.

Billing

• How can I pay for my order?

  Click on PayPal or Credit Card upon checkout.

• Do you accept Credit / Debit Card?

  Yes! We accept major credit / debit cards via PayPal and NO PayPal account is required for checkout (except for a very few specific countries). Please choose "Visa and Master Card" upon checkout as illustrated here.

• When I proceed to checkout, it says “A match of the Shipping Address City, State, and Postal Code failed.” What should I do?

  Please kindly make sure all information entered is 100% correct and there is no spelling mistake. Please also avoid short forms of City, and do not include the State information within the City input box. If the details are right but still the payment cannot be made, please contact us and we will get back to you shortly.

• I paid with my credit / debit card, but why did I get an email from PayPal for confirmation?

  We use the PayPal platform, so even if you used your credit / debit card, you’ll receive a confirmation from the PayPal team. Doesn’t seem right? Email us at support@iwrap.com.my.

Still not getting your answers? Email us anytime at support@iwrap.com.my or give us a call at 03-1004 1206 (Monday - Friday 10 AM – 5 PM PST). You can contact us on Twitter or on Facebook anytime for our customer supports. Stay tune!

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