FAQ

Help and Customer Service

Popular Topics

Is there a cost for shipping?

Mobovida always offers free shipping on all orders shipped first class. Please see the following table for a list of shipping and handling options:

Shipping Method Shipping and Handling Cost
First Class Mail (Standard 4-10 Business Days) Free
Priority Mail (2-4 Business Days) $6.99
Express Shipping (1-2 Business Days) $24.99
First Class International Mail - Canada (7-21 Business Days) Free
Priority Mail International - Canada (6-10 Business Days) $21.99

The additional cost for UPS shipping methods is calculated by your shipping zip code.

**Currently we only ship within the U.S. and Canada

 

Where is my order?

You can check the status of your order here.

You will need your order number and E-mail address.

 

How do I cancel my order?

Please contact us to cancel your order. We recommend calling to cancel an order.

You can reach us by phone at 1-800-369-5158. Our call center is available from 7:30 am to 4:00 pm (PST)

Please Note: Submitting a request to cancel your order does not confirm that the order has been cancelled. An order is cancelled once you receive a confirmation from our Customer Service Team that the order has been cancelled.

 

Where do I enter my promo code?

If you have a discount code it can be entered on your basket page or checkout page during the checkout process.

 

Why was my order declined?

A transaction can be declined for numerous reasons. Some of the most common reasons are entering the credit card information (number, expiration or AVS code) incorrectly, entering the wrong billing address or not having enough funds in the account.

If your card is declined please try the following:

  • Re-enter the credit card information.
  • Check your billing address, if it is different from your shipping address please update it.
  • Try a different card.
  • If the same card is declined multiple times please contact the issuing bank to confirm the billing address entered is exactly as it appears on your card statement.

Please Note: Each transaction attempt that is declined can put a pending transaction on your account. These are pending holds your bank places on your account, they are not charges from us. They will be released by your bank in 2-5 business days.

 

How long does it take to deliver my order?

This depends on the type of shipping method selected. Transit time starts the day after the order is shipped. For more information on our shipping options shipping transit times please refer to the table below.

SHIPPING METHOD TRANSIT TIME
First Class Mail 4-10 Business Days
Priority Mail 3-5 Business Days
Express Mail 1-3 Business Days

 

I have not received my order?

First, be sure to check the status of your order and track your shipment online here. If it indicates that your order was delivered and you still do not have it, be sure to check with your local postal carrier (or post office) and they should be able to assist you. You will need your tracking. If the order exceeds time frame of delivery, please contact us and provide us with your shipping address.

 

Can I update my shipping address?

Address updates can be made as long as the order hasn't been shipped.

If a change needs to be made to your shipping address please contact us here 

If the order has been shipped the shipping address cannot be changed. If the order is returned to us we are more than happy to update your address and reship the order to you once it is returned to our facility.

Please keep in mind that updating your shipping address may require further verification.

 

Can I modify my order?

At this time we cannot modify an order once the order without cancelling it.

We suggest that you contact us by phone to complete this process.

You can reach us by phone at 1-800-369-5158. Our call center is available from 7:30 am to 4:00 pm (PST)

 

How do I return an item?

Returns can be made within 90 days of the date purchased.

To return any item please contact us here.

All returns must be accompanied by a Mobovida RMA (Return Merchandise Authorization) number.

No returns, refunds or exchanges will be processed without an RMA number.

To obtain a RMA number please contact here.

 

What is MIL-STD-810G drop protection?

The MIL-STD-810G U.S. Military Standard used to test Mobovida accessories involves a series of hard-surface drops from varying heights (up to 48 inches) and angles. Results show Mobovida accessories protected the mobile phone’s full functionality with no damage to the screen or buttons. Please note that direct impact to the screen from sharp edges or objects is outside the scope of Military Standard 810G-516.6 drop testing. 

 

Shipping

Is there a cost for shipping?

Mobovida always offers free shipping on all orders shipped first class. Please see the following table for a list of shipping and handling options:

Shipping Method Shipping and Handling Cost
First Class Mail (Standard 4-10 Business Days) Free
Priority Mail (2-4 Business Days) $6.99
Express Shipping (1-2 Business Days) $24.99
First Class International Mail - Canada (7-21 Business Days) Free
Priority Mail International - Canada (6-10 Business Days) $21.99

The additional cost for UPS shipping methods is calculated by your shipping zip code.

**Currently we only ship within the U.S. and Canada

 

Where is my order?

You can check the status of your order here.

You will need your order number, E-mail address, and shipping zip code.

 

How long does it take to deliver my order?

This depends on the type of shipping method selected. Transit time starts the day after the order is shipped. For more information on our shipping options shipping transit times please refer to the table below.
SHIPPING METHOD TRANSIT TIME
First Class Mail 4-10 Business Days
Priority Mail 3-5 Business Days
Express Mail 1-3 Business Days

 

I have not received my order?

First, be sure to check the status of your order and track your shipment online here. If it indicates that your order was delivered and you still do not have it, be sure to check with your local postal carrier (or post office) and they should be able to assist you. You will need your tracking. If the order exceeds time frame of delivery, please contact us and provide us with your shipping address.

 

My package shows as being delivered but it is not.

Please contact your local post office and provide them with the tracking number to see if they have the order. If they do not have it please contact us and provide us with your shipping address so we may look into this for you.

We also recommend doing the following:

  • Check with other individuals who are at the delivery address
  • Check with neighbors
  • Look for a notice of attempted delivery left by the carrier

 

I received my item and it is damaged.

If you receive a damaged item please contact us so we may assist you.

 

I believe you sent me the wrong item what do I do?

If you feel that you may have received the wrong product, immediately contact us, and we will be able to assist you with a reshipment or exchange.

 

Do you ship Internationally?

At this time we ship within the United States and Canada only.

 

What is a Return to Sender package?

A return to sender package is a package that is returned back to our fulfillment center by the post office due to the fact that they were unable to deliver the package to the address on the shipping label or it can be a package that is refused by the customer.

If your package is returned to us we will contact you once it is received and ask you to please confirm the shipping address to make any necessary changes so we can reship the order to you.

If you refused your order, there will be a 20% restocking fee and the shipping and handling cost is non refundable.

Customer Assistance

Where is my order?

You can easily check the status of your order online here.

You will need your order number and e-mail address.

 

I have not received my order?

First, be sure to check the status of your order and track your shipment online here. If it indicates that your order was delivered and you still do not have it, be sure to check with your local postal carrier (or post office) and they should be able to assist you. You will need your tracking. If the order exceeds time frame of delivery, please contact us and provide us with your shipping address.

 

How do I cancel my order?

Please contact us to cancel your order. We recommend calling to cancel an order.

You can reach us by phone at 1-800-369-5158. Our call center is available from 7:30 am to 4:00 pm (PST)

Please Note: Submitting a request to cancel your order does not confirm that the order has been cancelled. An order is cancelled once you receive a confirmation from our Customer Service Team that the order has been cancelled.

 

Can I update my shipping address?

Address updates can be made as long as the order hasn't been shipped.

If a change needs to be made to your shipping address please contact us here

If the order has been shipped the shipping address cannot be changed. If the order is returned to us we are more than happy to update your address and reship the order to you once it is returned to our facility.

Please keep in mind that updating your shipping address may require further verification.

 

Can I modify my order?

At this time we cannot modify an order once the order without cancelling it.

We suggest that you contact us by phone to complete this process.

You can reach us by phone at 1-800-369-5158. Our call center is available from 7:30 am to 4:00 pm (PST)

 

Where do I enter my promo code?

If you have a discount code to enter it can be entered on your basket page during the check out process. Below is an image showing where to enter your discount code.

 

Can I pick up my order?

We do not offer any type of will call or walk in services. All orders must be shipped from our fulfillment center.

 

Do you charge a sales tax?

5% GST is applied to orders shipped within Alberta.

12% GST + PST is applied to orders shipped within British Columbia.

13% GST + PST is applied to orders shipped within Manitoba.

13% HST is applied to orders shipped within New Brunswick.

13% HST is applied to orders shipped within Newfoundland and Labrador.

5% GST is applied to orders shipped within Northwest Territories.

15% HST is applied to orders shipped within Nova Scotia.

5% GST is applied to orders shipped within Nunavut.

13% HST is applied to orders shipped within Ontario.

14% HST is applied to orders shipped within Prince Edward Island.

14.975% GST + QST is applied to orders shipped within Quebec.

10% GST + QST is applied to orders shipped within Saskatchewan.

5% GST is applied to orders shipped within Yukon.

8% sales tax is applied to orders shipped within California.

If you are in California or Canada and are tax exempt we just require that you send in a copy of your Tax Exempt ID, which can be done here.

 

Returns

What is the status of my return?

Returns normally take between 7-10 business days to process, after they've been delivered to our facility. You will be notified via email once the return/exchange has been processed. For status, please contact us.

 

Do you pay for return shipping?

Yes a free return shipping label will be provided upon issuance of the RMA.

 

What is your Return Policy?

Our return policy is as follows:

Return/Warranty Policy:
If you are not happy with the any product, you may return the item for an exchange or refund of the purchase price (minus shipping) within ninety (90) days of receipt. We also offer a LIFETIME WARRANTY on all items. If your item is defective at any time, simply return the item to Mobovida for a prompt exchange. 

All returns must be accompanied by a Mobovida RMA number. To obtain an RMA number, please contact us here

The information below must be included for any return: 

  • Order Number
  • Date of original purchase
  • Reason for request for RMA
  • Your e-mail address

No returns, refunds or exchanges will be processed without an RMA number. 

CUSTOM & FEATURED ARTIST DESIGN RETURN POLICY:
Since each item is crafted uniquely for you, customized products may not be returned or exchanged. 

What type of Warranty do you offer?

All Mobovida products come with a FULL LIFETIME WARRANTY. For warranty replacements, simply contact us here.

Warranty does not cover abuse, neglect, or improper installation of product, or acts of nature.

 

Where is my refund?

Once the return is processed it will be refunded to the method of payment originally used.

Please allow 3-7 business days for the refund to be issued once it is received by our returns team.

 

What is a Return to Sender package?

A return to sender package is a package that is returned back to our fulfillment center by the post office or UPS due to the fact that they were unable to deliver the package to the address on the shipping label or it can be a package that is refused by the customer.

If your package is returned to us we will contact you once it is received and ask you to please confirm the shipping address to make any necessary changes so we can reship the order to you.

Payments

What payment methods do you accept?

We have the following payment options:

* Major Credit Cards:

  • Visa
  • Mastercard
  • Discover
  • American Express

* PayPal

* Gift Card with the logo of any major credit card

Please note: If you plan on paying with a gift card please make sure to register the card to your shipping address after you have activated the card. This can be done by calling the phone number on the back of the card itself.

 

Why was my order declined?

A transaction can be declined for numerous reasons. Some of the most common reasons are entering the credit card information (number, expiration or AVS code) incorrectly, entering the wrong billing address or not having enough funds in the account.

If your card is declined please try the following:

  • Re-enter the credit card information.
  • Check your billing address, if it is different from your shipping address please update it.
  • Try a different card.
  • If the same card is declined multiple times please contact the issuing bank to confirm the billing address entered is exactly as it appears on your card statement.

Please Note: Each transaction attempt that is declined can put a pending transaction on your account. These are pending holds your bank places on your account, they are not charges from us. They will be released by your bank in 2-5 business days.

I have multiple charges on my account

Multiple charges can appear on your account for 3 reasons:

  • Multiple declined order attempts will cause multiple charges to appear as pending on your account. Please keep in mind that pending transactions on declined transactions that have been placed on hold. These transactions will fall off your account within 2-5 business days. If the transaction appears on your account for longer than 5 business days please contact us here.
  • Orders successfully submitted multiple times will cause multiple charges on your account. If you have multiple approved charges on your account please contact us here.
  • Post purchase items can also cause multiple charges to your account. Post purchase items are items that you selected to add on to your order once the original order was successfully submitted. This will show two transactions because there is one charge for the original amount of your order and a second charge for the additional items that were added on.