ZUGU's Updated FAQs: Your Questions Answered | ZUGU

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FAQ

  • Orders
    Where do you sell internationally?

    You can find Zugu cases in several other countries, through both Amazon marketplaces and authorized resellers! For a complete list of countries and where to purchase, click here

    Can I change or cancel my order?

    Because our fulfillment center works quickly to get your orders to you ASAP, this often doesn't leave much time for us to make changes or complete a cancellation. Should you need to make a change or cancel an order, please contact our Support Team immediately for further assistance.

    *Please note that if an item has already been processed for fulfillment and/or shipped, we unfortunately will be unable to complete a cancellation. In this instance, please visit our Returns Center to process a return or exchange.

    What payment methods do you accept?

    We accept Amazon Pay, American Express, Apple Pay, Diners Club, Discover, Elo, Google Pay, JCB, Mastercard, PayPal, Shop Pay and Visa. 

    Do you offer Buy Now, Pay Later?

    We offer Buy Now Pay Later through Shop Pay Instalments. Once in checkout, select Shop Pay to view your payment options.

  • Delivery & Shipping
    Where do you ship?

    We currently ship within the US. For international orders, please see our list of authorized resellers

    How long does shipping take?

    If your order is processed M-F before 1PM local time, your item will ship same day! 

    Orders placed after 1PM local time will be shipped the following business day. The majority of our shipments arrive within 2 business days, however some take 3 business days (depending on your location). Please keep in mind this is an estimated time frame and we are doing everything we can to get your order to you as fast as possible.  

    How do I track my order?

    Once your order has been shipped, an email will be sent to you with tracking information. 

  • Return & Exchanges
    What's ZUGU's return policy?

    If you're not happy with your Zugu purchase and you're within the 60 day return window, no problem! Please email us at support@zugucase.com for assistance.

    How do I process a return or exchange?

    Please visit our Returns Center to process your return/exchange. 

  • Warranty
    Do Zugu cases have a warranty?

    Yes! We offer a 2-year manufacturer's warranty (from the date the case was purchased). To view the full terms and conditions on our warranty please click here

    How do I file a warranty claim?

    To begin a warranty claim, please contact our customer service department

    at support@zugucase.com and enter "warranty claim" in the subject line. Please include the following information into your email:

    • Photo of the damaged case showing the issue
    • Copy of your sales receipt or order number
    • Brief description of the issue
    • Shipping address for the replacement

    A customer service representative will be in touch with you shortly. 

  • Product Information
    How thick is a ZUGU case with the iPad in it?

    Approximately ½” thick.

    Is the screen of the iPad covered and protected when the case is not in use?

    Yes. When the case is closed and not in use, the screen is completely covered by the top cover of your Zugu case.

    What are your cases made of?

    Our cases are made of the best materials on the market! We use a fully vegan, synthetic leather and all our cases feature a TPU + PC shell to ensure major drop protection. 

    What's the best way to clean my Zugu case?

    We typically suggest a leather cleaner (e.g., Meguiar's cleaner conditioner) for the external area and a lint roller for the interior microfiber material.

    How do I find the right case?

    To ensure you are purchasing the correct case for your iPad, please follow the below instructions. 

    Find your iPad model number in your iPad Settings:
    STEP 1 - Go to settings and select "General"
    STEP 2 - Select "About"
    STEP 3 - Tap on the MU model number and a model number starting with A & 4 digits will appear 

    Once you've found your model number that starts with the letter "A", click here and enter it in the search field to see what case is the perfect fit!

    How do I install a Zugu screen protector?

    1. Clean your iPad screen using the Zeiss wipes that come with the screen protector.

    2. Wipe with microfiber towel. Gently press "frame guide" onto your iPad. 

    3. Use the sticker to remove stray dust or dirt.

    4. Remove adhesive backing from the screen protector and place onto your iPad screen. 

    5. Tap the glass and watch the magic 

    6. Smooth the surface out by using the soft card provided. 

    7. Lingering bubbles? Lift the closest corner and release the screen protector back down. 

    8. Enjoy the protected screen! 

    For additional guidance on how to apply your screen protector onto your iPad, please click here.

    How do I mount the case to my fridge?

    Please click here to watch a short video with instructions on how to mount your case on a magnetic surface or refrigerator.

    Please note, not all refrigerators are magnetic. In order for the case to stick on the refrigerator there has to be a magnetic connection. If you're using a stainless-steel refrigerator, in most cases the steel will contain iron (Ferritic Stainless Steel) which makes it magnetic, however if the alloy is austenitic, magnets will not attach to it.  If you are able to apply everyday magnets to your refrigerator, then the case should absolutely hold in place and not slip. 

    Why isn't the sleep/wake feature working on my iPad?

    If you are experiencing issues with your sleep/wake functionality, please be sure to try the following troubleshooting tips:

    1.  Go to your settings - Display & Brightness - and confirm the lock/unlock button is enabled.
    2.  Turn the iPad on and off to "reboot" it.
    3. Confirm the iPad is in the case correctly making sure you can see the camera through the camera hole on the back. 

    If you're still experiencing issues, please feel free to reach out to our support team here.

    How do I properly insert my iPad into a Zugu case?

    Please check out our YouTube video for step-by-step instructions on how to insert your iPad into a Zugu case. 

  • iPad Repairs
    My iPad screen cracked while in a Zugu case. What now?

    So sorry to hear! Ready for a repair? Here's how to start:

    1. If you have AppleCare+, send an email to support@zugucase.com and be sure to include:

    • A clear picture of the issue (natural lighting helps!)
    • Your original ZUGU order number (within 2-year warranty timeframe)
    • Proof of your AppleCare+ membership

    2. Once our support staff has confirmed eligibility, they'll give you the green light to submit your iPad to Apple for repair.

    3. Once it's been fixed, email us the repair receipt.

    4. We'll process a refund on your original order to cover the repair costs so you can go back to streaming!

    **We cover one-time AppleCare+ repair fees if your iPad gets damaged while in a Zugu case.



    If you do not have AppleCare+, we will still do our best to help! Please send an email to support@zugucase.com and be sure to include: 

    • A clear picture of the issue (natural lighting helps!)
    • Your original ZUGU order number (within 2-year warranty timeframe)
  • Buy with Prime
    What is Buy with Prime and how does it work?

    Buy with Prime allows millions of US-based Prime members to shop directly from participating online stores with the trusted experience you expect from Amazon—including fast, free delivery, an easy checkout experience, and returns on eligible orders. 

    When you shop with Zugu, you’ll see the Prime logo and delivery promise on eligible products, which signals the item is available for free delivery, as fast as next day, with free returns. 

    By clicking the Buy with Prime button, you can checkout by signing into your Amazon account, which prepopulates your payment and shipping details on the checkout page. You will receive an order confirmation email after placing your order, and then a shipping confirmation email with a link for tracking when the order is shipped. 

    If you aren’t a Prime member, you can sign up and start your 30-day Prime free trial today.

    How do I make a purchase with Zugu using my Prime benefits

    When you decide to purchase a product using Buy with Prime on Zugu, you will be prompted to sign into your Amazon account. You can then complete your order using your preferred payment method stored in your Amazon account.

    Is this really the same delivery experience I’m familiar with as a Prime member?

    Yes! Buy with Prime purchases offer the fast, free delivery and free returns on eligible products and a seamless checkout experience shoppers trust.

    Where can I check the status of my order?

    You can check your order status by clicking on the link in your shipment confirmation email, which will bring you to your order details page on Zugu. For Buy with Prime purchases, you can’t see or track orders on your Amazon.com orders page or in the Amazon mobile app.

    What is the Buy with Prime Return Policy?

    Buy with Prime orders are eligible for return within 30-days of purchase. To start a return, view your order status from the link in the email you received after you placed your order. You'll be able to begin the return process and print a USPS return label. For eligible orders, you will receive a full refund as long as the returned items are in resalable condition and returned within the return window. If you have questions about return eligibility or the return process, contact us at support@zugucase.com. Buy with Prime orders are covered by the Amazon Pay A-to-z Guarantee.

    Who do I contact for issues or questions for my order?

    If you either have a question or experience an issue with your Buy with Prime order, contact us at support@zugucase.com. You'll receive an order confirmation email with a link to see your order status and how to contact Zugu.

    Do I have to be a Prime member to use Buy with Prime?

    Yes, you must be a Prime member to purchase products using Buy with Prime on Zugu. When you click on the Buy with Prime button, you will be prompted to sign in to your Amazon account, and your order will be processed using your preferred payment and shipping information stored in your Amazon account.

    How do I initiate a return for Buy with Prime purchases?

    To initiate a return for an eligible product purchased using Buy with Prime, click on the link in the order confirmation email to go to your order details page. From there you will be able to select the item(s) that you want to return and print a return shipping label. Then drop off your package at your local USPS location. 

    Note that Buy with Prime purchases cannot be returned using other carriers besides USPS and may not be dropped off at Amazon locations such as Amazon Lockers, Whole Foods, or Amazon Go. You can verify the return eligibility of your purchase by visiting [inser t store returns polic y link].

    How long does it take for me to get a refund?

    For eligible orders, you’ll receive a refund once the item is dropped off and scanned at a USPS location. Otherwise, the refund will be processed once the item is received and reviewed at our fulfillment center. It could take up to seven business days for the refund to show up in your account.

    Can I use Amazon gift cards, promotional discounts offered by ZUGU, or points when I use Buy with Prime?

    Amazon gift cards, promotional discounts offered by ZUGU, or points can’t be used as a payment method to place an order using Buy with Prime. Amazon gift cards can only be used to purchase eligible goods and services on Amazon.com and certain related sites as detailed in the Amazon.com Gift Card Terms and Conditions.

    Can I make Buy with Prime purchases if I’m not in the US?

    Buy with Prime orders can only be placed and shipped within the US.

    Can I set up subscriptions using Buy with Prime?

    Buy with Prime does not support subscriptions.

    What happens if my order is late?

    Most packages arrive on time, but orders sometimes show up after the estimated delivery date.
     Possible reasons for late delivery include: ~
      Incorrect address~
      Missing apartment, building, floor, or unit number~
      Severe weather conditions~
      Other carrier-related delays
     If you do not receive your order in the anticipated timeframe, we recommend that you do the following: ~
      From your order confirmation email, click through to the order details page to check the status of your order.
     Your shipment confirmation email will also include a link to track your package. ~
      On the order details page, you can confirm your shipping address.~
      Wait 48 hours to allow for unexpected delays.

    What forms of payment do you accept?

    Amazon Pay accepts credit and debit cards. Credit cards currently accepted include Visa, Mastercard, Discover, American Express, Diners Club, and JCB. Learn more about Amazon Pay payment methods.

    How is sales tax determined?

    The amount of sales tax charged on your orders depends on multiple factors, including the type of item purchased and your delivery address. The tax rate is the combined state and local rates associated with your address. For example, if you live in a state that does not impose a sales tax, you may still see tax calculated on your order if it is delivered to another state. Sales tax is calculated and charged at the time you place the order.