Frequently Asked Questions
Last Updated: May 1, 2026
🛍️ Orders & Purchasing
Q: How do I place an order?
Browse our collection at pristinecarbon.com, select your product, choose your compatible device model from the dropdown, and click "Add to Cart." Proceed to checkout, enter your shipping and payment details, and confirm your order. You will receive an order confirmation email immediately after purchase.
Q: Can I modify or cancel my order after placing it?
Orders can be modified or canceled only before they have been processed. To request a change or cancellation, contact us immediately at support@pristinecarbon.com with your order number in the subject line. Once an order has been processed or shipped, modifications and cancellations are no longer possible. Please refer to our Return & Refund Policy for assistance after delivery.
Q: What happens if I select the wrong device model?
Contact us at support@pristinecarbon.com as soon as possible with your order number and the correct device model. If your order has not yet been processed, we will update it at no charge. If it has already shipped, you will need to follow our standard return process.
Q: Do I need an account to place an order?
No. You can check out as a guest without creating an account. However, creating an account allows you to track your orders, view your order history, and manage returns more easily.
Q: Will I receive a confirmation email after ordering?
Yes. An order confirmation email with your order number and itemized receipt will be sent to your email address immediately after your purchase is confirmed. If you do not receive it within 30 minutes, please check your spam folder or contact us at support@pristinecarbon.com.
💳 Payments & Billing
Q: What payment methods do you accept?
We accept the following payment methods:
- Credit & Debit Cards: Visa, Mastercard, American Express, Discover, Diners Club
- Digital Wallets: Apple Pay, Google Pay, Shop Pay
- Cryptocurrency: USDC (USD Coin)
All transactions are processed securely in United States Dollars (USD).
Q: Is my payment information secure?
Yes. All transactions are protected by SSL encryption and our checkout is PCI-DSS compliant. We do not store your full credit card number or CVV code on our servers. All sensitive payment data is handled directly by our certified payment processors.
Q: When will my payment be charged?
Your payment method is charged immediately upon order confirmation. You will receive an itemized receipt via email as proof of payment.
Q: My payment was declined. What should I do?
Please verify that your billing address matches the address on file with your bank or card issuer, that your card details are entered correctly, and that your card has sufficient funds. If the issue persists, try an alternative payment method or contact your bank directly. You are also welcome to contact us at support@pristinecarbon.com for assistance.
Q: Will I be charged sales tax?
Applicable sales tax may be calculated and added at checkout depending on your delivery location and applicable state tax laws. The final tax amount, if any, will be clearly displayed before you confirm your order.
Q: Do you offer discounts or promotional codes?
We periodically offer promotional codes and discounts through our newsletter and social media channels. Sign up for our email list to receive early access to sales and exclusive offers. Promotional codes must be applied at checkout and cannot be added retroactively after an order is placed.
📦 Shipping & Delivery
Q: Where do you ship to?
We currently ship to all 50 United States, including Alaska and Hawaii. We do not currently ship to US territories (Puerto Rico, Guam, U.S. Virgin Islands) or APO/FPO/DPO military addresses.
Q: How much does shipping cost?
Shipping is completely free on all orders — no minimum order value required and no hidden fees at checkout.
Q: How long will my order take to arrive?
| Stage | Timeframe |
|---|---|
| Order Cut-Off Time | 11:00 PM Pacific Standard Time (GMT -08:00) |
| Handling Time | 1–2 business days (Monday–Friday) |
| Transit Time | 7–10 business days (Monday–Friday) |
| Total Estimated Delivery | 8–12 business days from order placement |
Orders placed after 11:00 PM PST or on weekends and public holidays will begin processing the next business day.
Q: Which carriers do you use?
We ship via USPS, UPS, and DHL. Carrier selection depends on your location and order details. You will receive tracking information regardless of which carrier is assigned to your shipment.
Q: How do I track my order?
Once your order has shipped, you will receive a confirmation email containing your tracking number and a direct link to track your delivery in real time. You can also track your order at any time by visiting our Track Order page at pristinecarbon.com/apps/tracking.
If you have not received a tracking email within 3 business days of placing your order, please contact us at support@pristinecarbon.com with your order number.
Q: My tracking shows "delivered" but I have not received my package. What should I do?
Please follow these steps:
- Check with neighbors and any secure or alternative delivery locations on your property
- Wait 24 hours — carriers occasionally mark packages as delivered slightly before physical delivery
- If your package is still missing after 24 hours, contact us at support@pristinecarbon.com with your order number and we will open a carrier investigation on your behalf
We will work to resolve lost package claims and provide a replacement or refund where appropriate.
Q: My package arrived damaged. What should I do?
Please inspect your order upon delivery. If your package arrives visibly damaged before opening, refuse the delivery if possible and contact us immediately. If it was delivered in your absence and is damaged, contact us within 48 hours of delivery at support@pristinecarbon.com with clear photos of both the damaged packaging and the item. We will arrange a replacement or refund at no cost to you.
Q: Can I change my shipping address after placing an order?
Contact us immediately at support@pristinecarbon.com with your order number and the corrected address. If your order has not yet been processed, we will update it. Once an order has been shipped, address changes are no longer possible.
🔄 Returns & Refunds
Q: What is your return policy?
We offer a 14-day return policy from the date of delivery. Items must be unused, in original condition, and include all original packaging. A 15% restocking fee applies to non-defective returns. No restocking fee applies to defective or incorrect items. Full details are available in our Return & Refund Policy.
Q: How do I start a return?
Email support@pristinecarbon.com with your order number and the reason for your return. Once your return request is approved, we will send you a prepaid return shipping label and instructions. Items sent back without prior return authorization will not be accepted.
Q: Do I have to pay for return shipping?
No. We provide a prepaid return shipping label free of charge on all approved returns.
Q: Is there a restocking fee?
A 15% restocking fee applies to non-defective returns. No restocking fee is charged for defective, damaged, or incorrect items — these are fully covered at no cost to you.
Q: How long does a refund take?
Once we receive and inspect your returned item, we will notify you of the approval status within 1–2 business days. If approved, refunds are processed within 7 business days to your original payment method. Your bank or card provider may require an additional 3–5 business days to post the refund to your account.
Q: Can I exchange my item for a different color or model?
Yes. We accept exchanges for a different color, style, or compatible device model. The fastest way to receive your replacement is to submit a return request, then place a new order for the item you want. Once your return is received and approved, your refund will be processed to your original payment method.
Q: I received the wrong item. What should I do?
Contact us immediately at support@pristinecarbon.com with your order number and a photo of the item you received. We will send the correct item at no additional cost and cover all return shipping for the incorrect item.
🛡️ Warranty
Q: Do your products come with a warranty?
Yes. All Pristine Carbon products are backed by a 12-month limited warranty against manufacturing defects in materials and workmanship from the date of delivery. Full details are available in our Warranty Policy.
Q: What does the warranty cover?
The warranty covers manufacturing defects including structural failures under normal use, delamination or separation of carbon fiber layers, finish defects present at delivery (discoloration, bubbling, cracking), broken clips or closures on card holders and key cases, and fitment defects where the case does not correctly fit the listed device model.
Q: What is not covered by the warranty?
The warranty does not cover physical damage from drops or accidents, scratches from normal use, damage from heat or liquids, modifications made by the customer, products purchased from unauthorized third-party sellers, or normal wear and tear over time.
Q: How do I submit a warranty claim?
Email support@pristinecarbon.com with the subject line "Warranty Claim – [Your Order Number]" and include your name, order number, product name, device model, a description of the defect, and clear photos showing the issue. Our team will review your claim within 3–5 business days and respond with a decision.
Q: What happens if my warranty claim is approved?
We will offer one of the following resolutions: a replacement product of the same or equivalent model shipped at no cost to you, full store credit for the value of the original product, or a refund to your original payment method where applicable.
Q: Do I need to return the defective product to make a warranty claim?
In most cases, no. You are not required to return the defective product unless specifically requested by our support team during the claims process. If a return is required, we will provide a prepaid return shipping label at no cost to you.
Q: What is the difference between a return and a warranty claim?
| Situation | Use |
|---|---|
| Defective item within 14 days of delivery | Return & Refund Policy — full refund, no restocking fee |
| Non-defective return within 14 days | Return & Refund Policy — refund with 15% restocking fee |
| Manufacturing defect after 14 days, within 12 months | Warranty Policy — replacement or store credit |
| Customer-caused damage | Neither policy covers this |
🔧 Products & Compatibility
Q: What are your cases made from?
Our cases are crafted from genuine forged carbon fiber composites. The Forge Series V1 and V2 use real forged carbon fiber with TPU inner lining for shock absorption. The Classic Series uses high-grade carbon fiber finish with UV-stable resin. Full material details are listed on each individual product page.
Q: Are your cases compatible with wireless charging?
Yes. All Pristine Carbon cases are engineered to support Qi wireless charging and MagSafe magnetic charging without needing to remove the case. Compatibility applies to devices that support these charging standards.
Q: Will the case affect my phone signal, Wi-Fi, or Bluetooth?
No. Pristine Carbon cases are specifically designed and tested to maintain full cellular, Wi-Fi, and Bluetooth performance. Our carbon fiber construction does not interfere with signal transmission.
Q: Can I use a screen protector with your case?
Yes. All Pristine Carbon cases are screen-protector friendly. We recommend using a tempered glass screen protector or high-quality film for full front protection, both of which are compatible with the case edges.
Q: How do I clean my carbon fiber case?
Wipe with a soft, slightly damp cloth. Avoid abrasive cleaners, harsh solvents, alcohol-based wipes, or rough scrubbing materials as these can damage the carbon fiber finish. For stubborn marks, a small amount of mild soap diluted in water applied with a soft cloth works well. Dry thoroughly after cleaning.
Q: How do I find the right case for my device?
Each product page includes a device compatibility dropdown where you can select your exact iPhone or Samsung model before adding to cart. If you are unsure which model you have, check your phone's Settings → General → About (iPhone) or Settings → About Phone (Samsung) for the exact model name.
Q: Are your cases drop-tested?
Our cases are designed and engineered to provide drop resistance through their multi-layer carbon fiber construction, raised screen lips, and reinforced camera bezels. For specific drop-test certifications, please refer to the individual product page or contact us at support@pristinecarbon.com.
🏢 About Pristine Carbon
Q: Who is Pristine Carbon?
Pristine Carbon is a premium accessories brand owned and operated by Pristine Carbon LLC, registered in Sacramento, California, United States. We specialize in carbon fiber phone cases, earphone cases, Apple Watch cases, and everyday carry accessories for Apple and Samsung devices. Full details are available on our About Us page.
Q: Are you affiliated with Apple or Samsung?
No. Pristine Carbon is an independent third-party accessories brand and is not affiliated with, endorsed by, or sponsored by Apple Inc., Samsung Electronics, or any other device manufacturer. All brand names and trademarks referenced on our site belong to their respective owners and are used solely for device compatibility identification.
Q: How can I contact Pristine Carbon?
Our support team is available Monday through Friday, 9:00 AM – 5:00 PM Pacific Time. We aim to respond to all inquiries within 1–2 business days.
Email: support@pristinecarbon.com Phone: +1 (949) 539-5422 Address: 2108 N ST STE N, Sacramento, CA 95816, United States
Q: How do I stay updated on new products and promotions?
Sign up for our email newsletter using the subscription form on our homepage to receive early access to new product launches, exclusive promotions, and brand updates. You can also follow us on social media for the latest news.
