Help and Customer Service

Popular Topics

Is there a cost for shipping?

Wireless emporium 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 1-800-305-1106. Our call center is available from 6 am to 8 pm (PST) M - F and 8:30 am to 5:00 pm (PST) Saturday.

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
Standard Parcel Post 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 1-800-305-1106. Our call center is available from 6 am to 8 pm (PST) M - F and 8:30 am to 5:00 pm (PST) Saturday.

How do I return an item?

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

All non-defective returns are subject to 15% Restocking fee , minus any shipping cost. To return any item please contact us here.

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

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

We do not provide return labels for any return.

Returns on Cell phones can be made within 7 days of the delivery date.

All NON-DEFECTIVE cell phone returns will be subject to a 20% restocking fee.

There cannot be any returns on:

  • Bluetooth headsets
  • Wired headsets
  • Custom cases
  • Featured artist cases
  • Special Order merchandise

WirelessEmporium.com reserves the right to refuse a return or charge a restocking fee of 15% if any of the above conditions are not met.

To obtain a RMA number please contact here.

Shipping

Is there a cost for shipping?

Wireless emporium 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
Standard Post    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

What 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 1-800-305-1106. Our call center is available from 6 am to 8 pm (PST) M - F and 8:30 am to 5:00 pm (PST) Saturday.

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 1-800-305-1106. Our call center is available from 6 am to 8 pm (PST) M - F and 8:30 am to 5:00 pm (PST) Saturday.

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.

Are there any exclusions when using a discount code?

Standard exclusions on Promo codes will not apply to the following items:

  • Bluetooth headsets
  • Phones
  • Custom Cases
  • Featured Artist Cases
  • Select OEM Items

Please keep in mind that each promo code is unique and the exclusions may vary from discount to discount.

Promo codes cannot be combined.

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.

Why hasn't my custom cover shipped?

Custom cases take 5-7 business days to print. Once they are printed they are shipped within the specified time frame.

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.

Why was I charged a restocking fee?

A 15% restocking fee is applied to all non defective accessories.

A 20% restocking fee is applied to all non defective cell phones.

To avoid a restocking fee we recommend you return items for an exchange or for store credit.

Why wasn't my shipping cost refunded?

Shipping costs are non-refundable.

Do you pay for return shipping?

Returning shipping is the responsibility of the customer, WirelessEmporium.com does not pay for return shipping.

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 ONE YEAR MANUFACTURER WARRANTY on all items. If your item is defective, for up to a full year, simply return the item to WirelessEmporium.com for a prompt exchange. 

All returns must be accompanied by a WirelessEmporium.com 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. 

CELL PHONE RETURN POLICY:
All return requests must be made within 7 days of receiving the item. All returned merchandise must be unregistered, in complete original manufacturer's packaging, same condition as sold, with all literature, accessories, instructions, blank warranty cards and documentation. All Phones must be returned in "Like-New Condition", show no signs of use and must have less than 25 minutes in total cumulative talk time. 

If an item is defective it may only be exchanged with an equivalent product if we are unable to supply the same item or if the item cannot be repaired. Any return shipping cost is the responsibility of the customer. All shipping and handling fees are non-refundable. This includes all refused and unaccepted packages. 

All NON-DEFECTIVE cell phone returns will be subject to a 20% restocking fee. 

For refunds allow 3-4 business days for the refund to post to your account from the time the refund is issued. 

Non-Defective Returns:
NON-DEFECTIVE RETURNS OF ACCESSORIES ARE SUBJECT TO A 15% RE-STOCKING FEE. NON-DEFECTIVE RETURNS OF PHONES ARE SUBJECT TO A 20% RE-STOCKING FEE. Such returns will be for store credit or refund at the customer's request. Refunds are only available for order within 90 days of original order date for accessories and 7 days for phones. Refunds will be issued for the current published price of the product(s) minus a 15% or 20% re-stocking fee. 

NON-DEFECTIVE BLUETOOTH AND WIRED HEADSET RETURNS:
NON-DEFECTIVE BLUETOOTH AND WIRED HEADSET RETURNS MAY BE SUBJECT TO A 15% RE-STOCKING FEE and such returns will be for store credit or refund (at the customer's request). Refunds are only available within 90 days of original order date. Please contact us here. If you have questions about which products are returnable and which products may be subject to a restocking fee.

How do I return my item?

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

All non-defective returns are subject to 15% Restocking fee, minus any shipping cost. To return any item please send fill out a return form that can be found here.

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

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

We do not provide return labels for any return.

Returns on Cell phones can be made within 7days of the delivery date.

All NON-DEFECTIVE cell phone returns will be subject to a 20% restocking fee.

There cannot be any returns on:

  • Bluetooth headsets
  • Wired headsets
  • Custom cases
  • Featured artist cases
  • Special Order merchandise

WirelessEmporium.com reserves the right to refuse a return or charge a restocking fee of 15% if any of the above conditions are not met.

What type of Warranty do you offer?

All accessories have a 1 year warranty. unless specified otherwise. 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.

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

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.

What are post purchase items?

Post Purchase items are heavily discounted items that were added to your original order after the order was submitted. Post purchase orders appear as a separate charge on your statement. A Shipping and Handling fee of $1.99 is applied to each item ordered.

You will receive a revised order confirmation that will include the additional items and charges after you've added the items to your order.

Products

What are the differences between Rubberized, Silicone and TPU Cases?

Rubberized Covers are two piece hard plastic covers with a spray on Rubberized coating that makes them easier to grip. They're not made out of rubber.

Silicone Covers are one piece soft rubber covers. These covers are also bendable.

TPU Covers are one piece sturdy rubber covers.

How do I apply a Screen Protector?

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Please keep in mind the screen protector consists of 3 sheets 2 sheets with tabs on them and the actual screen protector which is in the middle.

The sheets with the tabs are there to protect the screen protector which is in the middle.

Please make sure to clean off your screen before applying it.

Remove the first sheet with the tab on it apply it slowly, as you're applying it please start smoothing it out and removing the bubbles.

Start peeling off the second sheet with the tab, again as you're removing the sheet smooth out the screen protector this will help with any bubbles.

How do I use a Universal Battery Charger?

We carry several different style spare battery chargers, the best way to use them is as follows;

Line up the 2 prongs located on the spare battery charger with the +/- plates located on the battery.

Once you've done this your battery will be charged within 4-8hrs, this will depend on the Battery's MAH.

Pouches

Each pouch is tested for compatibility without a case on the phone. Because they are made to fit multiple models of phones the fit each phone differently, a tight fit versus a looser fit.

If you have a protective cover on your phone please only look at the Oversized, Extended and XXL Pouches. Oversized pouches that are made to fit the phone with a standard case. If you have a heavy duty cover on your phone we recommend you measure your phone and compare your dimensions to the ones listed in the product description to guarantee the phone will fit.

SUGGESTION BOX

We work hard to make sure our site offers the best shopping experience possible. If you have any suggestions on how we can make things even better - whatever it is, please drop us a note!