Refund policy

Every product from Massive Customs is designed and produced to order in Michigan. Because we manufacture everything in house, each item is built specifically for you rather than pulled from warehouse stock. That means orders need a short production window before they ship, and it means returns work differently here than they do at a store shipping out of a warehouse.

Shipping and processing

Please allow 3 to 5 business days for production before your order ships. Once it ships, you will receive a confirmation email with tracking information. Typical delivery time after shipment is 3 to 5 business days within the United States.

If you have a deadline or a special request, reach out before ordering. We are always happy to help when we can.

International shipping

We currently ship within the United States only. Tariff rules have been changing faster than we can print a label, and we are not willing to quote a shipping price that turns into a surprise customs bill on your doorstep three weeks later. We will resume international shipping once the rules settle into something we can quote reliably.

Returns, refunds and exchanges

Because everything we sell is custom made to order, returns and refunds are generally not something we offer. Your case is produced for you, in the color and size you selected, after the order is placed.

That said, we stand behind our work. If something is not right, contact us within 7 days of delivery with your order number, a short description of the issue, and photos where they help.

Where the fault is ours:

• You received the wrong item
• The item has a confirmed manufacturing defect

On a defect claim we may ask you to return the original item so we can inspect it personally, since photos do not always tell the whole story. Where we confirm the problem came from us, we will replace the item and cover shipping in both directions.

Whether something is a manufacturing defect is a determination we make case by case, and not every reported problem is one. Normal wear, damage from drops, heat or storage, and cosmetic variation between items are not defects.

Anything outside those two situations is handled case by case. If you ordered the wrong size, changed medications, or something did not work out as expected, contact us and explain what happened. We are often able to find a way forward, whether that is an exchange, a discount on the correct case, or occasionally a refund. We cannot promise a specific outcome in advance.

Shipping costs on exchanges. Where an exchange is approved and the original item was not wrong or defective, you are responsible for the return shipping and for the shipping on the replacement. Original shipping charges are not refunded.

How refunds work

Refunds are the exception rather than the default. Where one is agreed on:

• Refunds are not processed until the original item has been returned to us and inspected. It must arrive in new, unused condition with nothing missing. An item returned scuffed, worn, or short a part is not eligible for a refund.
• You are responsible for the return shipping and for getting the item back to us intact. We recommend using tracking, as we can only refund what we actually receive.
• Refunds are issued to the original payment method. We cannot refund to a different card or account.
• Once approved, we issue the refund within 3 business days. Your bank or card issuer typically takes another 5 to 10 business days to post it, which is outside our control.
• A refund covers the price of the item. Original shipping charges are not refunded unless the problem was our error.

If a refund has not appeared after 10 business days, contact us with your order number and we will follow up on it.

Damaged on arrival

Every item is tested and inspected by hand before it is packed. Nothing leaves the studio unless it is in perfect, brand new working order. When an item arrives broken, it almost always happened in transit, and that is handled through a USPS damage claim.

Contact us within 7 days of delivery with your order number and photos of the item, the box, and the packing material. Keep all of the original packaging. USPS can require an inspection, and a claim may be denied without it.

We will open the claim and handle the paperwork with USPS. Once the claim is filed, we will get a replacement moving so you are not waiting on the postal service to reach a decision.

B-Stock

All B-Stock sales are final. No returns, no exchanges, no refunds, no exceptions.

B-Stock items are discounted because they have cosmetic imperfections. These vary from piece to piece and are not documented individually, so you will not know in advance which ones apply to your item. Common examples include glue marks, scratches and scuffs, finish blemishes or uneven texture, and saddles or other parts in a color that does not match the rest of the case.

None of it affects how the case works. B-Stock items go through the same testing as everything else, and the fit, the lid, and the capacity are identical to the full price version.

What is not covered

• B-Stock items
• Custom color and custom design orders
• Items damaged by misuse, drops, heat, or improper storage
• Cosmetic variations that do not affect function
• Normal wear from regular use over time
• Occasional offgassing from the gluing process, which can leave a faint smell or a light white residue on the surface

Minor surface and color variations are normal for this production process and do not affect performance. Two items in the same color can differ slightly, and neither one is defective.

About offgassing. Some parts are glued during assembly, and a sealed box in transit for several days traps whatever comes off as that cures. It can appear as a faint smell, a light white residue on the surface, or both. It is a normal part of the process and does not affect how the case works or anything stored inside it.

A dry microfiber cloth removes most of it. For anything stubborn, use a small amount of isopropyl alcohol on a microfiber cloth. The smell fades on its own if you leave the case open on a counter for a day or two.

Do not use acetone or nail polish remover on these cases. Acetone breaks down the bioplastic and will permanently damage the surface. The same applies to other harsh solvents. Isopropyl alcohol is the strongest thing these need.

Questions

Many common questions are already answered on our Frequently Asked Questions page and our Product Guides and Order Info page. For anything else, reach us through our contact page. We typically respond within 1 business day.