Last Updated: January 11, 2026
We’re here to help with questions about products, orders, and services offered by Vial Case. Please review the information below so your request can be handled as efficiently as possible.
How to Reach Us
📧 Email: hello@vialcase.com
⏱ Response Time: During normal business hours
Email is the preferred and primary method of contact. We do not offer phone support at this time.
Order-Related Requests
For order-specific issues such as returns, replacements, or order status:
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Please submit requests through the Orders page in your account whenever available
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Include your order number in all communications
Requests submitted without order details may experience delays.
Common Questions
Before contacting us, you may find answers quickly by reviewing:
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FAQ / Help Center
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Shipping Policy
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Return & Refund Policy
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Cancellation Policy
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Case Warranty
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Product Care & Use
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Chargeback Policy
These pages outline how most situations are handled.
Custom Case Requests
Custom case design is a paid professional service.
Before contacting us regarding custom work, please review our Custom Case Requests page for:
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Required information
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Design fees
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Scope and limitations
Requests that do not meet the stated requirements may not receive a response.
Wholesale Inquiries
Wholesale requests are reviewed on a case-by-case basis.
Please review our Wholesale Requests page before contacting us.
Qualified inquiries should include business details and intended sales channels.
Accessibility & Assistance
If you experience difficulty accessing any part of our website or need assistance submitting a request, please contact us at:
We will make reasonable efforts to provide assistance or an alternative means of access consistent with applicable law.
Please Note
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We are unable to provide support outside the scope of our published policies
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Abusive, threatening, or inappropriate messages may not receive a response
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Policy-related disputes are handled strictly according to the terms accepted at checkout
