Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ)
Ordering and Products
Are your products authentic and brand new?
Yes. Every product we sell is brand-new, never used, never refurbished, and sourced directly from verified manufacturers and authorized distributors. Each item is inspected and quality-tested before leaving our warehouse.
Do you manufacture your own cases?
Gorilla Cases LLC is an authorized retailer and distributor. While we do not manufacture every item in-house, we partner with certified high-performance factories worldwide specializing in rugged protection, waterproof engineering, and military-grade durability. The Gorilla Cases name represents our promise of gorilla-strength protection — not a claim to manufacture every product ourselves.
How do I know which case will fit my phone?
Each product page includes detailed compatibility information.
If you’re unsure, our 24/7 AI Assistant can instantly help — or email us at info@gorillacasestore.com.
What materials are your cases made from?
Our cases use premium materials including TPU, polycarbonate, silicone, aluminum alloy, and military-grade shock-absorbing compounds. Material details can be found in each product description.
Do your cases support wireless charging?
Most Gorilla Cases are wireless-charging compatible. Look for this note in the product description or contact us to confirm compatibility.
Shipping and Delivery
How long does shipping take?
USA Domestic:
• Processing: 1–3 business days
• Delivery: 3–6 business days
Delays may occur during holidays, high-volume periods, or due to carrier disruptions.
Do you ship internationally?
We primarily serve U.S. customers. For international shipping inquiries, email info@gorillacasestore.com.
How do I track my order?
Your tracking number is emailed within 24–48 hours after your package ships. You can also request tracking via our website chat.
What if my tracking hasn’t updated?
This can happen while a package transfers between sorting facilities. If it hasn’t updated within several days, email us at info@gorillacasestore.com and we will check directly with the carrier.
Do you offer expedited shipping?
Please contact us before ordering so we can check availability:
• (330) 224-6227
• info@gorillacasestore.com
Returns and Refunds
What is your return policy?
We accept returns on unopened, unused items within 30 days of delivery. Items must be in original packaging with all seals intact.
Because phone cases make direct contact with hands and faces, we cannot accept returns on opened or used items for health and safety reasons.
Why can’t you accept opened returns?
Returned phone cases often show signs of use — fingerprints, makeup, sweat, food particles, and more. These items cannot be sanitized or resold safely. This policy protects both customers and warehouse staff.
What if my case is defective or arrives damaged?
We will replace or refund defective items immediately. Email us with photos at info@gorillacasestore.com.
How do I start a return?
Email us at info@gorillacasestore.com before shipping anything back. We will provide return authorization and instructions.
Return Address:
Gorilla Cases LLC
12908 Robinwood Street
Alliance, Ohio 44601
USA
When will I receive my refund?
Refunds are issued 5–7 business days after we receive and inspect your return.
Payment and Security
Is my payment information secure?
Yes. We use SSL encryption and secure gateways like Shopify Payments, PayPal, Apple Pay, and Google Pay. We never store your full payment details.
What payment methods do you accept?
• Visa
• Mastercard
• American Express
• Discover
• Apple Pay
• Google Pay
• Shop Pay
Why was my payment declined?
Common causes include incorrect billing information, insufficient funds, or bank security filters. Contact your bank or try another payment method.
Customer Support
How can I contact you?
Phone (Mon–Fri, 9 AM–5 PM EST):
(330) 224-6227
Email:
• Customer Support: info@gorillacasestore.com
• Business and Management: james@gorillacasestore.com
• CEO Contact: james@gorillacasestore.com
24/7 AI Chat:
Available anytime on our website for instant help.
How fast do you reply?
We respond to all messages within 24 hours Monday through Friday.
Where are you located?
Gorilla Cases LLC
12908 Robinwood Street
Alliance, Ohio 44601
USA
About Our Company
How did Gorilla Cases start?
Gorilla Cases began as a University of Akron e-business class project created by founder James T. Coleman II. The project grew into a national brand trusted for rugged, affordable protection. Read more on our About Us page.
Are you affiliated with any phone manufacturers?
No. We are an independent retailer and authorized distributor. We are not affiliated with Apple, Samsung, or Google.
Can I trust your reviews?
Yes — we proudly display authentic, verified reviews.
Amazon Storefront: 4.8★ with 182+ ratings
https://www.amazon.com/sp?seller=A1DVO797MHXKUH
Do you have a physical store?
We operate primarily online, but our headquarters and warehouse are located in Alliance, Ohio.
Are you active on social media?
Yes!
• Amazon: https://www.amazon.com/sp?seller=A1DVO797MHXKUH
• YouTube: https://youtube.com/channel/UCut7JFOhpuzEP7ckUgdsu8w
• TikTok: https://www.tiktok.com/@gorillacasestore
Product Care and Warranty
How do I clean my phone case?
Use mild soap and water with a soft cloth. Avoid bleach, alcohol, or abrasive cleaning tools.
Do your cases come with a warranty?
All products include our 30-day quality guarantee. If your case has a manufacturing defect, we will replace it.
What if my case breaks?
If the break is due to a manufacturing defect (not normal wear or customer damage), email us photos within 30 days and we will replace it.
Still Have Questions?
📞 Call: (330) 224-6227
✉️ Email: info@gorillacasestore.com
💬 Chat: 24/7 AI Assistant on our website
We respond within 24 hours and are committed to giving you the best experience possible.