Latercase Arvostelua 451

Vastaus yritykseltä Latercase

18. jouluk. 2025

Hey Al!

Thanks for reaching out and taking the time to provide us with your feedback. Customer satisfaction is definitely important to us, and I'm sorry to hear that your recent experience didn't quite live up to expectations.

It's worth noting that the images you see on our website are actual photos taken of our products - they're not renders or colour-adjusted in any way. These product photos are taken under bright white studio lighting in order to show off the true colours of the case and material.

With that in mind, it can definitely look a bit different in person depending on your indoor lighting. For example, warmer indoor lighting can completely change how the case looks (making it look darker, or a relatively different hue). However, if you view the case under bright white lighting or natural sunlight conditions, you'll see the same hues shown on our website.

As for returns, we tried to make it as clear as possible in our FAQ that we don't cover the cost of returns or exchanges. However, if you send an email over to nick@latercase.com and include your order details, I'd be happy to make a one-time exception here for you as a gesture of goodwill.

Chat soon!

Vastaus yritykseltä Latercase

8. jouluk. 2025

Hey Kevin!

Thanks for reaching out. We list our prices in USD because the vast majority of our customers (over 70%) are located in the US. It also helps keep things consistent for international customers who are used to paying in USD when making eCommerce purchases from North America.

That said, we'll be sure to pass your feedback along to our web dev team. Maybe we can offer country-specific or CAD pricing on our website in the future!

Vastaus yritykseltä Latercase

9. jouluk. 2025

Hey Steve!

Sorry for the late reply here, and thanks for taking the time to leave a review. We really appreciate it.

Kindly note that, when you placed your order on Sept 25th, our AirPods Pro 3 cases were on pre-order for October, which is why your order wasn't shipped right away. Sorry for any confusion or inconvenience caused if you may have missed this information when visiting our website.

I can also confirm that the order was shipped on October 22nd as expected - it wasn't just the label that was created. Normally, USPS gets packages scanned into their system within 48 hours, but it can sometimes take a bit longer depending on whether there are any backlogs at the origin facility. Looks like they were indeed working through a bit of a backlog in this instance, as the package wasn't processed and scanned into their system until Oct 28th. However, they were able to successfully deliver it a few days later on Oct 31st.

While the vast majority of our US shipments arrive within 1-6 business days after being shipped, unforeseen circumstances beyond our control do sometimes occur that can cause a package to arrive a bit later than originally expected, so we're sorry that you had this experience. As a gesture of goodwill to help amend for the 1-day delay, we've gone ahead and refunded your shipping fee in full - you should have just received the refund confirmation email.

In the meantime, we hope that you're enjoying your new Latercase! If there's ever anything else that we can help you with, you know where to reach us.

Vastaus yritykseltä Latercase

14. lokak. 2025

Hey Emilio!

Thanks for reaching out and taking the time to share your feedback, we really appreciate it. Sorry to hear about the damage that occurred - I know how frustrating that can be.

It’s important to note that Latercase was designed first and foremost to preserve the phone’s original design and feel: ultra-thin, lightweight, and minimal. While the Kevlar material is extremely strong and does an excellent job protecting against scratches and everyday wear, the ultra-thin nature of the case itself isn’t designed with impact-protection as the primary focus. We also tried to make this as clear as possible in the FAQ on our website.

Sorry for any inconvenience caused if you may have missed this information. We don't have any immediate plans of adding an impact-resistant case to our portfolio, but I'll be sure to pass your request along to our design team. Might be something we can explore in the future!

If there's anything else that we can help you with in the meantime, don't hesitate to reach out to our support team (support@latercase.com).

Vastaus yritykseltä Latercase

14. lokak. 2025

Hey Jose,

Thanks for reaching out and taking the time to share your feedback, we really appreciate it.

First off, I’m truly sorry for the delay with your order. I can confirm that it shipped from our warehouse the day after you placed it, but unfortunately, USPS accidentally misrouted the package, which led to the extended transit time.

This definitely isn’t the level of quality shipping we expect our customers to receive. Over 97% of our shipments arrive within the expected transit window, but unexpected carrier delays can occasionally happen, and this was one of those rare cases. I hope this outlier experience doesn’t deter you from giving us another shot in the future.

In the meantime, while we’re unable to cancel shipments once they’ve left our warehouse, I see that our team promptly processed your return and refund as soon as you provided the details. If there’s anything else we can do to help, you know where to reach us!

Vastaus yritykseltä Latercase

14. lokak. 2025

Hey Tommi!

Thanks for reaching out, and sorry to hear about the issue - definitely doesn't sound normal. I see that you already got in touch with our support team, and they sent out a replacement unit for you free of charge.

I hope that you're enjoying your new Latercase. If there's ever anything else that we can help you with, don't hesitate to email us again!

Vastaus yritykseltä Latercase

20. elok. 2025

Hey Herbert,

Thanks so much for reaching out and for taking the time to leave a review. We really value customer feedback, so I appreciate you sharing your thoughts.

Regarding our cancellation policy, we don’t offer self-serve cancellations for a couple of key reasons:

Operational Control: Fulfillment and shipping often move faster than a cancellation request. Once an order enters the workflow (picked, packed, or queued for pickup), it can’t be stopped with a simple click of a button. By handling cancellations through our support team, we can make sure the order is still eligible for a cancellation before issuing the refund.

Fraud Prevention: In e-commerce, protecting both our customers and our business from abuse is important. If cancellations were offered instantly, someone could place multiple large orders just to lock up stock (especially on limited or high-demand items) and then cancel later, effectively blocking genuine buyers from purchasing. Also, once an order has shipped, there’s no way to recall it. A cancellation button at that stage could allow someone to cancel (and be refunded) while the product is already on its way, creating a scenario where they would receive the product without paying for it.

By routing cancellations through our support team, we’re able to confirm order status, protect inventory for genuine customers, and prevent abuse, all while still resolving legitimate requests quickly. This keeps the process secure, fair, and reliable for everyone.

Regarding the return shipping cost, we tried to make it clear in our FAQ that we don’t cover return postage, mainly because our payment gateway doesn’t allow us to refund more than the original purchase amount. That said, I see you’ve already been in touch with our support team, and they offered to refund your order in full, including your original shipping fee (which normally isn’t refundable) as a gesture of goodwill.

I hope this helps clear things up. Once your return is on the way, just follow the instructions our team sent over, and we’ll take care of the rest. Speak soon!

Vastaus yritykseltä Latercase

19. elok. 2025

Hey!

Thanks for reaching out and taking the time to leave a review. It's important to note that, as mentioned on our website, Latercase is a 0.6mm ultra-thin case and was not designed with impact protection as the primary focus.

Our goal was to create a light case that would improve the aesthetics of your device while keeping it thin enough that you could appreciate the phone's original design as the OEM intended. While the Kevlar material that we use is quite strong and will stand up to scuff marks, scratches, and everyday wear and tear, the form factor and design of the case is not centered around impact resistance.

Hope that helps clear things up a bit. We don't have any immediate plans of adding an impact-resistant case to our portfolio any time soon, but happy to pass your feedback along to our design team. Might be something we can explore in the future.

In the meantime, if you're unhappy with the case and would like to return it for a refund, simply email our support team (support@latercase.com) and include your order # - they'll be able to assist.

Chat soon!