Shipping policy
Every product from Massive Customs is designed and produced to order here in Michigan. Because we manufacture everything in house, each item is built specifically for you rather than pulled from warehouse stock.
That means quality stays high and production stays intentional. It also means orders need a short production window before they ship, and that returns work differently here than they do at a store shipping out of a warehouse. Below you will find how all of it works.
Please allow 3 to 5 business days for production before your order ships.
Once it ships, you will get a confirmation email with tracking information.
- 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.
Not right now. United States orders only.
We would genuinely love to ship worldwide, and we get asked constantly. The holdup is tariffs. The rules have been changing faster than we can print a label, and we are not willing to quote you a shipping price that quietly turns into a surprise customs bill on your doorstep three weeks later.
The day this settles into something predictable, we will rewrite this section with enormous enthusiasm. Until then, thank you for your patience, and sorry.
The short version: because everything here is custom made to order, returns and refunds are generally not something we offer. Your case gets printed for you, in the color and size you picked, after you place the order. There is no shelf to put it back on.
That said, we stand behind our work. If something is not right, tell us. We would rather get the correct case into your hands than win an argument about policy.
- You received the wrong item
- The item has a confirmed manufacturing defect
Send photos and a short description. On a defect claim we may ask you to ship the original item back so we can inspect it personally, since photos do not always tell the whole story and seeing the part in hand is how we keep it from happening again. 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 call we make case by case, and not every problem turns out to be one. Normal wear, damage from drops, heat, or storage, and cosmetic variation between prints are not defects. See What Is Not Covered below.
Anything else is handled case by case. If you ordered the wrong size, switched medications, or something just did not work out the way you expected, reach out and explain what happened. We read every message ourselves and we are usually able to find a way forward, whether that is an exchange, a discount on the right case, or occasionally a refund. What we cannot do is promise the outcome in advance.
Get in touch within 7 days of delivery with your order number, a short description, and photos where they help.
Where a return is agreed on, the item has to come back to us in new, unused condition before anything is refunded. See How Refunds Work below.
When 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.
Not sure whether a case will fit before you order? Ask us first. That is by far the easiest version of this conversation, and it is why we answer sizing questions all day.
Refunds are the exception rather than the default, but when one is agreed on, here is how it goes.
- Refunds go back 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 usually takes another 5 to 10 business days to post it, which is out of our hands.
- A refund covers the price of the item. Original shipping charges are not refunded unless the problem was our error.
- Refunds are not processed until the original item has been returned to us and inspected. It needs to come back in new, unused condition, with nothing missing. An item that arrives back 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 tracking, since we can only refund what we actually receive.
If a refund has not shown up after 10 business days, contact us with your order number and we will chase it down.
Every single item is tested and inspected by hand before it is packed. Lids get opened and closed, fits get checked, and nothing leaves the studio unless it is in perfect, brand new working order.
So when something 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
- Send photos of the item, the box, and the packing material
- Keep all of the original packaging. USPS can require an inspection, and a claim gets denied without it
We will open the claim and handle the paperwork with USPS. You are not on your own with this. Once the claim is filed, we will get a replacement moving so you are not waiting on the postal service to make a decision before you have a working case.
If the problem looks like a manufacturing defect rather than transit damage, send us the photos and we will take a look. Where we confirm the fault is ours, we will replace it and skip the claim process entirely.
All B-Stock sales are final. No returns, no exchanges, no refunds, no exceptions.
B-Stock items are discounted because they have cosmetic imperfections. That is the entire deal: you get a fully working case at a lower price, and in exchange you accept that it will not look flawless.
These imperfections vary from piece to piece and are not documented individually, so you will not know in advance exactly which one you are getting. Common examples:
- Glue marks
- Scratches and scuffs
- Finish blemishes or uneven texture
- 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. They are just not pretty, and they are priced accordingly.
- 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 cases in the same color can differ slightly, and neither one is defective.
About offgassing. Some parts are glued during assembly, and a sealed box sitting in transit for several days traps whatever comes off as that cures. It can show up as a faint smell, a light white residue on the surface, or both. It is a normal part of the process and it does not affect how the case works or anything stored inside it.
- A dry microfiber cloth takes care of most of it
- For anything stubborn, use a small amount of isopropyl alcohol on a microfiber cloth
- The smell fades on its own. 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 goes for other harsh solvents. Isopropyl alcohol is the strongest thing these need, and usually a dry cloth is enough.
A lot of the common ones are already answered. Before you write in, it is worth a look at:
- Frequently Asked Questions for shipping, materials, care, and compatibility
- Product Guides & Order Info for sizing, spec sheets, and what fits what
Still stuck? Send it over and we will get back to you.
Name Email Question Send MessageWe typically respond within 1 business day.