FAQs

Customer Service Support

How do I contact a U.S. Customer Service Support Team member?

What if my order was fulfilled by Amazon or other marketplace channels?

Please contact Amazon customer service by going to Amazon.com, and scroll down to “Let Us Help You” click on “help”, “Need More Help”, “Contact Us”. You can email, phone or live chat. please contact the respective Customer Service Representative with your order number so they can assist you.

Can I modify my order after I have already submitted it online?

If you’ve placed an order online please make sure to review your order carefully. If you find any errors, please contact us immediately. Due to our automated system, orders are automatically submitted to our fulfillment department as soon as they are submitted online. Please understand that we will not be able to modify your order and will need to cancel the existing order and re-place a new order.

Case Questions

When will you release a new case for my device?

Due to our design and manufacturing processes as well as agreements with our partners, RANVOO is not able to release product launch dates or timelines to customers at this time.

How do you clean the case?

Our cases can generally be cleaned with mild soap and water, then air dried or dried lightly with a paper towel.

How do I take the Defender Series case apart?

The easiest way to remove the Defender Series case is to peel back the outer silicone layer first. Work your way around the device until the entire outer layer is disconnected. Separate the two polycarbonate pieces by releasing the tabs on each corner of the device. You can find our installation and case removal videos here.

Returns and Warranty

Returns Policy

All products purchased directly from Amazon online store are covered under our 30-Day Money Back Guarantee!

About the detailed returns policy,please refer the Amazon return policy

*Please Note: All sale and promotional items are not eligible for returns, exchanges, or warranties.

Warranty Policy

RANVOO is responsible for all products. We would like to provide best shopping experience for you. All RANVOO warranties are available for products purchased from RANVOO official website or Amazon RANVOO official shop. Not including unauthorized resellers of RANVOO products(Such as second-hand market).

1-year warranty

RANVOO offer 1-year limited warranty, products purchased from unauthorized distributors or resellers are not covered by the 1-year warranty. This warranty is only valid for items that are considered defective. Defects are defined as imperfections or flaws that are produced by a manufacturing error. Accidental drops, installation failures, normal wear and tear, etc. caused by the owner are not covered under this warranty.

*All terms and conditions for any and all warranties are subject to change under the sole discretion of RANVOO Inc.

How to submit a warranty?

You must Ship or Mail back your original products with the Warranty Claims Form. To obtain the Warranty Claims Form, contact our customer support at RANVOO@RANVOO.com.

DISCLAIMER: All products returned to RANVOO Inc. will be subject to review for authentication. If any of the products are found to be counterfeit, it will be confiscated and turned over to RANVOO’S legal department for further actions. These counterfeit items will not be returned once in the possession of RANVOO Inc.

Wrong Items Received?

We sincerely apologize for sending the wrong item!

We do our best to get all the orders right the first time, and our goal is to ensure the highest satisfaction to all our customers! There are infrequent cases when we get orders mixed up because of the high volumes of orders we receive each day, but you do not have to worry! We are here to help, and our customer representatives will be more than happy to help.

What you need to do:

Send us a photo of the wrong item that you received to our customer service or email to: RANVOO@RANVOO.com

In your Subject Line, include: “Wrong Item Received”

We will send the correct item out as soon as we can!

If you would like a refund instead, simply return all the wrong items or the entire order back to us for a full refund! All items have to be returned for the full refund desired. For orders with multiple items, if you decide to keep some items and return the rest, partial refunds will be credited back to your account.

Shipping

Processing and Ship Out Time

Once you place an order with us, we do our best to try and ship out your orders as soon as we can. Our average processing handling time is 1-2 business days (our warehouse does not operate over weekends and US holidays).

After your order is shipped out, it usually takes about 24-48 hours for any tracking services to update.

Will I be able to track my order? If so, how do I track it?

Yes. Once the order has been shipped, you will receive an email with your tracking information. You can enter the amazon’s order list. Please note, it may take 1-2 days after shipment for the tracking information to update.

Promotions and other

How can I become a Reviewer (Youtube, Blogs, etc) ?

Thank you for your interest in teaming up with RANVOO.com!

If you are interested in becoming a product reviewer, please make sure to send us the following to our email RANVOO@RANVOO.com:

1) Link to your Blog/ Youtube channel/ etc…

2) Full Name, Phone Number, Email Address

3) # of Followers

4) What OS you focus on (Apple, Android, etc)

5) Shipping Address

6) If Applicable: Equipment used for videos/ etc

We will then forward your email to our Media Team. If they are interested, someone will be getting in touch with you shortly.

Once again, thank you so much for your interest in our company and for this opportunity.

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