Order & Shipping

PITAKA Help Center

Help Center > Order & Shipping



How do I change my delivery address/postal code/phone number after I place a new order?

Please contact us at support@ipitaka.com with the order number ASAP so we can modify your order information immediately before your order is fulfilled.
Please note we cannot modify a Billing address, only a Shipping address, when possible.

I selected the wrong product color/ size/ package, can I change it?

Please contact us at support@ipitaka.com ASAP so we can try to modify your order internally before it’s fulfilled Once you realize the product color/ size/ package needs to be modified.

Does PITAKA offer the free shipping?

We provide free shipping on orders over US$30 to most countries. However, if your delivery is defined as an ODA (out-of-delivery-area) or a remote area, the carrier may hold your package, asking for additional charges, and the transit time could be longer. Please refer to the shipping warranty policy for more information: https://www.ipitaka.com/pages/shipping-warranty#shipping

What should I do if I see" Tracking status no found" on my order?

Usually, your order will ship within 2 days. However, sometimes, the parcel information may not show up immediately in the system.
Please wait a day or so to check tracking status updates.

If the tracking status has not been updated for over 3 days after it is fulfilled, please message us or contact us at support@ipitaka.com.


How long can I receive the order?

The delivery time may depend on the order-receiving address. For most countries, the delivery time of ordinary products is around 10-14 working days. However, for electronic products, like MagEZ Slider, battery pack, and MagEZ charging stand, the transit time will take longer around 20-45 working days because those products need specific channels to ship.
What’s more, the delivery may be delayed due to some unavoidable factors, like customs issues, weather conditions, carrier issues, holidays, weekends, etc. Any issues with the order, please feel free to contact to support@ipitaka.com ask for help.


I want to cancel my order but it looks like it has been processed?

If your order has been fulfilled, I am sorry that we are unable to cancel it, but you still have the opportunity to return it to us, within 7 days.
Please contact our customer service to start the Return Process at support@ipitaka.com.

Can I change my address even if it was sent?

Sorry, it is too late to change the shipping address after the parcel was shipped, as it is beyond our control.

The tracking status said my order has delivered, but I haven’t received it. What can I do?

We are sorry for the inconvenience caused to you. In this case, we recommend you contact the local courier at first and find out what the status of your package is. It could be left with a neighbor or, somewhere else.

Please contact us at support@ipitaka.com if the courier cannot help you and we will help.


What currency do you use?

All prices are in US dollars.

I was charged twice for the same order, what should I do?

This sometimes happens when the credit card information you entered the first time, typically the post/zip code, etc does not match the card-issuing bank’s file. On your second attempt, you checked out successfully using the correct information.

In this situation, the first failed payment was blocked by our system for security reasons. However, this charge may temporarily appear as pending on your statement before "falling off". Usually, the refund will return to your account within a few hours. You can also contact your bank for any further assistance.


Can I pay cash on delivery?

We don’t currently accept COD (cash on delivery). Shipping is only arranged after the payment is completed. We also offer a 7-day money-back guarantee on any purchase.

What payment methods can I use when I purchase products from PITAKA?

Yes, you can pay by a credit card, PayPal, Apple Pay or Qiwi.

Why was I unable to place an order on ipitaka.com?

Here the most common reasons why you may not be able to place an order:

  1. "This transaction couldn’t be completed."

    Please redirect to your PayPal because the funds aren’t available to make the purchase.

  2. "The card was declined."

    You may have entered incorrect information, lack the funds in your account, or had your card locked.

  3. "do_not_honor."

    The card has been declined for an unknown reason, and you need to contact your bank.

  4. "incorrect_zip."

    The ZIP/postal code is incorrect.
    Please try again using the correct billing ZIP/postal code.

  5. "Your card does not support this type of purchase."

    If you are using a debit card that requires a PIN code, you may need to change the card.
    The country of issue may be different from the country where the merchant is located, and you may need to contact the issuing bank to solve this issue.
    If you are using an HSA or FSA card, you may need to contact Stripe.


How do I use a discount code at ipitaka.com?

Please enter the coupon code when checking out, under "Gift Card or Discount Code" and then select APPLY. If successful, you should see that your discount has been applied to the total. Detailed steps can be seen in the following screenshots.


Can I try the product out before I buy it?

Unfortunately, we do not offer a product trial service. However, we do offer a "7-day money-back guarantee" for ALL purchases. We strive to ensure customer satisfaction with a money-back guarantee so that there is no risk in purchasing a PITAKA product.

I don’t like shopping online, can I have the PITAKA products from the actual store?

Yes, please call us or, send an e-mail to support@ipitaka.com. Our Customer Service team will be happy to help to see if there are any retail stores in your area, or help you place your order online.

Can I cancel my order?

Yes, you can cancel your order, before your parcel has been shipped out. Please send an e-mail to support@ipitaka.com with your order number ASAP.

If your order has already shipped out, you can return the product within 7 days, and will be eligible for a full refund per our refund guidelines.


How and where can I leave a note for my order?

You can leave a note under "Note to Seller" before you check out.

What are ODA (out-of-delivery-area) delivery and delivery to remote areas?

ODA is short for the out-of-delivery area. It is the same as the delivery to a remote area, which is difficult to reach (e.g., islands, ski areas, military operation area, etc.)

Additional shipping charges may be required, and the transit time for shipments to these regions may be longer. Please refer to the shipping warranty policy for more information: https://www.ipitaka.com/pages/shipping-warranty#shipping


When will my order be shipped?

Typically, orders are fulfilled within 2 days. However, if the product is out of stock, or during the holiday or pre-ordered items, the shipment will be delayed.

Do you offer a worldwide shipping service?

We provide free shipping on orders over US$30 to most countries. However, if your delivery is defined as an ODA (out-of-delivery-area) or a remote area, the carrier may hold your package, asking for additional charges, and the transit time could be longer. Please refer to the shipping warranty policy for more information: https://www.ipitaka.com/pages/shipping-warranty#shipping

Will I be charged for customs duties or import taxes?

In most situations, you won’t be charged for import taxes or customs fees because we ship directly to you from an overseas warehouse where all the items are tax-prepaid.

Will I be notified about the tracking number after my package has shipped?

Once your order is fulfilled, you will be notified with a tracking number either by Email or SMS. It may take up to 24-48 hours for the tracking number to become available due to the delays normally associated with the relevant carrier system.

There’s no progress with my parcel when I check my tracking number. Is my package detained?

It may take up to 48 hours for the tracking number to become active due to delays in the associated carrier system. If you believe your package is stuck, please message us or send an e-mail at support@ipitaka.com directly for help.

Which carriers do PITAKA work with?

The carriers we work with include: Yanwen, FedEx, UPS, USPS, SF Express, and CHINA EMS depending on the delivery area and our inventory status. For most of the orders, we use the fastest express service that we can.

If you need special arrangements with another carrier, please contact us, and we will do our best to accommodate your request.


What should I do if I receive the wrong product?

If you received the wrong product, please email our aftersales team aftersales@ipitaka.com with the following:

  1. Your order number.
  2. A description of what was received.
  3. Detailed photos, including the original packaging.

We will ask you to return it to us and exchange a correct item for free. Supporting photographs/videos will help us to process your claims faster.


How do I make a claim?

Please email our aftersales team aftersales@ipitaka.com with your order number and a description of the issue or damage. Support photographs/videos will be greatly helpful for us to process your claims faster.

How do I know the warranty time of my order?

We provide different warranty periods for different products. For detailed information, please refer to https://www.ipitaka.com/pages/shipping-warranty#shipping.

What should I do if my parcel is lost?

If your tracking link states that your parcel has been delivered, but you have not received it, please file a complaint with your local courier and provide us with a complaint number.

Please message us or e-mail us at support@ipitaka.com ASAP if you think your parcel is lost. We will send you a replacement product ASAP once we obtain all of the relevant information.


What should I do if my purchase is damaged or not as advertised when I receive it?

If your item arrives damaged, please message us or email our aftersales team at aftersales@ipitaka.com with your order details and a description of the damage and supporting photographs/videos). The item will be replaced with a new product free of charge, or you can choose to receive a full refund.

I am a new customer, can I get a promotion code or a coupon from PITAKA?

Yes, if you are interested in our reward program, please join in and you will be given a 10% off discount code.

  1. Create an account on our official website and activate it.
  2. Log in: https://www.ipitaka.com/pages/rewards
  3. Click the Earn Points button. A small window will pop out at the bottom right corner, where you can check Your Reward and the discount code.


How do I claim on my PITAKA warranty?

To file a warranty claim, or if your shipment has arrived damaged or defective, please contact us at aftersales@ipitaka.com for the quickest resolution.

What is the warranty period of a PITAKA MagEZ Case/MagEZ Case Pro/Air Case?

The warranty period for all PITAKA phone cases is 2 months from the day of delivery.

The warranty is valid only with an order number and matching email address.
Our warranty policy will not cover the purchase of any PITAKA product via a third party vendor(e.g. eBay, Amazon) under any circumstances.


Our warranty for cases does not extend to cover damage from abuse, damage on purpose, normal wear and tear, alteration or misuse, etc.

For more information, please refer to our warranty policy.


Can I use more than one discount code at a time?

Sorry, only one coupon or discount code can be used at a time.

I received the partial products. Where are my other products?

Sorry about that. Sometimes partial shipments are made, if we are out of stock in one warehouse. The balance of your order will be sent out as soon as available.
If you need more information or other help, please message us or send an e-mail at aftersales@ipitaka.com.

Can I get an invoice?

Yes, please contact us at aftersales@ipitaka.com with your order number.

Where can I buy PITAKA MagEZ cases or other products?

You can purchase the MagEZ cases through our official PITAKA website, Amazon platform or authorized PITAKA resellers. If you are interested in purchasing from a storefront, please message us or contact us at support@ipitaka.com with your location and we will try to assist you.

Where are pitaka cases made?

The MagEZ case of PITAKA is made from the aramid fiber which has a high resistance to the force of impact. It is a synthetic fiber, and its wide range of uses includes military and aerospace technologies, performance automotive, and bulletproof protective gear.

Where is PITAKA based/Located?

PITAKA is based in Shenzhen, China. And we have offices in Hong Kong and USA.

How can I track my order?

Typically orders are fulfilled within 2 days. The tracking number will be generated and you will receive a shipping e-mail from the system after it is shipped. Please track the order with the below link:


For more information or any help, please message us or contact us at support@ipitaka.com

Still need help?

We're happy to assist you whenever you need us.

PITAKA Help Center

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For general supports, please send email to support@ipitaka.com.
For business cooperation, please send email to distributor@ipitaka.com.

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US office at (877) 886 6888
Hong Kong office at (852) 3619 7182.

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