Last updated: November 3, 2026
Every Truth & Twine case is printed to order for the phone model you select, so there is nothing to send back: we make you a new case instead. Here is exactly how it works.
Free exchange, for any reason
Picked the wrong phone model, or wish you had chosen a different design? Within 30 days of delivery, we will make you a new case for the phone and design you choose and ship it free. You keep the first case.
- One free exchange per order, for one case.
- One free exchange per customer in any 12-month period. Defects and damage are always covered, as described below.
- Free exchanges are for US orders and ship to the original shipping address.
- An exchange gets you a new case, not a refund. Refunds are for the cases described in the next section.
Defects and damage: replacement or refund
Within 30 days of delivery, you can choose a free replacement or a full refund for the case if:
- the print has a defect,
- the case was damaged in transit,
- we sent the wrong item, or
- the case does not match the phone model you ordered.
This applies to every order, in the US and abroad. You don’t need to send the case back.
How to request an exchange or replacement
Email [email protected] with your order number and:
- For an exchange: a photo of the case you received, and the design and phone model you would like instead. If you are changing the phone model, include a screenshot of your phone’s model name (see below), so we get it right this time.
- For a defect or damage: a clear photo showing the problem, and whether you would like a replacement or a refund.
We will reply within 1–2 business days and start your new case. It is made to order and ships with the same delivery estimate as a new order.
Find your phone model
Phone models can look alike, so please confirm yours before checkout:
- iPhone: open Settings > General > About and look at Model Name.
- Samsung Galaxy: open Settings > About phone.
Cancellations
You can cancel within 12 hours of placing your order for a full refund, as long as production has not started. Email [email protected] with your order number. After that, your case is already being made and the order can’t be cancelled, but the free exchange above still applies once it arrives.
Refunds
We refund defective or damaged cases, cancelled orders, and lost packages (see our Shipping Policy). We don’t refund a change of mind; that is what the free exchange is for. Approved refunds go back to your original PayPal payment method. PayPal’s processing times apply, so it may take a few days for the refund to appear on your account or card.
Buy 2, Get 1 Free orders
The free exchange covers one case in the order, including the case you got free. If a case in the order is defective or damaged, its replacement is free, including the free case. A refund covers the amount you actually paid for that case.
For delivery times and lost packages, see our Shipping Policy. For anything else, visit our Contact page.