Frequently Asked Questions (FAQ)

📦
Orders & Products
What we sell and how it works
🚚
Shipping & Tracking
Free US · $4.99 international
↩️
Returns & Exchanges
30-day window, no restock fee
📞
Real Support
(330) 224-6227 · Mon–Fri
FREQUENTLY ASKED QUESTIONS

Everything you need to know about Gorilla Cases

Can't find your answer below? Call us at (330) 224-6227 (Mon–Fri 9 AM–5 PM EST), use our 24/7 AI chat in the bottom-right corner of the page, or email info@gorillacasestore.com. We respond within 24 hours Monday through Friday.

SECTION 1

📦 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 are unsure, our 24/7 AI Assistant can instantly help — or email us at info@gorillacasestore.com and we will confirm the right fit for your device before you order.
What materials are your cases made from?
Our cases use premium materials including TPU (thermoplastic polyurethane), polycarbonate (PC), silicone, aluminum alloy, and military-grade shock-absorbing compounds. Specific material details for each product are listed in the 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 for your specific model.
SECTION 2

🚚 Shipping and Delivery

How long does shipping take?
United States: Processing 1–3 business days · Delivery 3–6 business days after shipping · Free on every US order · Orders placed before 2 PM EST are often processed same-day.

International: Processing 1–3 business days · Delivery 10–14 business days · $4.99 flat-rate to over 100 countries. Delays may occur during holidays, high-volume periods, or due to carrier disruptions.
Do you ship internationally?
Yes — we ship to over 100 countries at a $4.99 flat rate, with delivery typically in 10–14 business days. See our Shipping Details page for full information, or 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 or email us at info@gorillacasestore.com with your order number.
What if my tracking hasn't updated?
This can happen while a package transfers between sorting facilities. If tracking has not updated within several days, email us at info@gorillacasestore.com and we will check directly with the carrier on your behalf.
Do you offer expedited shipping?
Please contact us before ordering so we can check availability. Call (330) 224-6227 (Mon–Fri 9 AM–5 PM EST) or email info@gorillacasestore.com. For international orders over $500 we automatically upgrade to DHL Express.
SECTION 3

↩️ Returns and Exchanges

What is your return policy?
We accept returns within 30 days of delivery for both defective and non-defective products. Non-defective returns must be unopened, unused, and in original sealed packaging. Defective, damaged, or wrong items are accepted in any condition — we reship at no cost with a free return label. No restocking fees. Approved returns receive a store credit (never expires) or exchange of equal value. See our Return Policy for full details.
Why can't you accept opened non-defective returns?
Returned phone cases often show signs of use — fingerprints, sweat, particles, and more. These items cannot be sanitized or resold safely. This policy protects both customers and warehouse staff. If your item is defective or damaged, the condition does not matter — we replace it no questions asked.
What if my case is defective or arrives damaged?
We will replace defective items or issue a store credit for the full product value at no cost to you. Email us with photos and your order number at info@gorillacasestore.com — we handle it fast.
How do I start a return?
Email us at info@gorillacasestore.com before shipping anything back. We will provide Return Authorization (RMA) and instructions within 24–48 hours. Returns sent without prior authorization cannot be processed.

Return Address: Gorilla Cases LLC · 12908 Robinwood St NE · Alliance, Ohio 44601 · USA
When will I receive my store credit or exchange?
Store credits and exchanges are issued within 2 business days after we receive and inspect your return.
SECTION 4

💳 Payment and Security

Is my payment information secure?
Yes. We use SSL encryption and secure payment gateways including Shopify Payments, PayPal, Apple Pay, and Google Pay. We never store your full payment card details.
What payment methods do you accept?
Visa · Mastercard · American Express · Discover · Apple Pay · Google Pay · Shop Pay · PayPal
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. If the issue persists, email us at info@gorillacasestore.com and we will help.
SECTION 5

📞 Customer Support

How can I contact you?
Business phone: (330) 224-6227 · Mon–Fri 9 AM–5 PM EST
AI automated support: (978) 797-0223 · Available 24/7
Customer email: info@gorillacasestore.com
Business & management: james@gorillacasestore.com
24/7 AI chat: Available on every page — bottom-right corner
How fast do you reply to emails?
We respond to all messages within 24 hours Monday through Friday. For instant answers at any time, use the AI chat on our website.
Where are you located?
Gorilla Cases LLC · 12908 Robinwood St NE · Alliance, Ohio 44601 · USA
We are a real American business with a real team in Alliance, Ohio — not a faceless operation.
SECTION 6

🦍 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 phone protection. Over 10 years in business, over 20,000 orders shipped to customers in all 50 states and 40+ countries. 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. Brand names are referenced for compatibility identification purposes only.
Can I trust your reviews?
Yes — we proudly display authentic verified reviews.
Amazon Storefront: 4.8★ with 182+ ratings
View our Amazon storefront
Do you have a physical store?
We operate primarily online, but our headquarters and warehouse are located in Alliance, Ohio at 12908 Robinwood St NE, Alliance, OH 44601.
Are you active on social media?
SECTION 7

🔧 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. For silicone cases, a slightly damp microfiber cloth removes fingerprints and daily residue in seconds. For metal cases, rinse with water and dry thoroughly to prevent water spots.
Do your cases come with a warranty?
All products include our 30-day quality guarantee. If your case has a manufacturing defect within 30 days of delivery, we will replace it at no cost. Email us with photos and your order number to initiate a warranty claim.
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 of delivery at info@gorillacasestore.com and we will replace it immediately.
💬

Still Have Questions?

We respond within 24 hours and are committed to giving you the best experience possible.

📞 Business: (330) 224-6227
Mon–Fri 9 AM–5 PM EST
🤖 AI Support: (978) 797-0223
Available 24/7
✉️ info@gorillacasestore.com
24–48 hour reply
💬 Live Chat 24/7
Bottom-right of every page