Help and FAQ

We’re happy to help answer any questions you may have about our cases. If your question is not addressed below, feel free to contact us directly at hello@getuncommon.com.

 

Quick Links

 

Customer Service

How do I contact customer service?

We are committed to making sure that your Uncommon experience is a good one. Click on over to Contact Us or email us at hello@getuncommon.com and we will help you out.

We will respond to emails within two business days. Or you may reach us by phone at +1(877 698 6266). Our phone hours are Monday – Friday 9a to 6p CST.

Using the Website

How do I make my own design on an Uncommon product?

It's easy to customize products with your own photo or art in our product configurator. Visit our customize page and then upload your image file, or if you need some inspiration, choose artwork from the Uncommon gallery.

What are the file requirements for uploading my own art or photo?

All images must be in jpeg format and less than 10 MB in file size. Your file should be in RGB color mode and high resolution (300 dpi is best).

If you are customizing an iPhone or iPod case your image should be at least 1900 x 1200 pixels in order to cover the entire print area. For iPads, images should be at least 3,000 x 3,000 pixels.

If your image is a photo, make sure to check the size of the file to be sure the image is large enough to cover the entire case. IF THE SITE WARNS YOU THAT YOUR IMAGE IS TOO SMALL, here are a few things to check:

1. Did you download an image from the web? Most images that can be downloaded from the web free of charge are saved at a relatively low resolution, which will not be large enough to cover the entire print area of the case.

2. If you've selected an image from a photo sharing site such as Flickr, Photobucket or Picasa, you may need to go back to the site and search for information on downloading a full size picture.

3. If the image you are trying to upload was sent to you in an email, it might have been compressed. Most email applications have a default setting, which might compress the image that is being sent. In this case, you should request the sender to have the image resent as an attachment or check the settings to be sure you're receiving the largest image possible.

If you are still having problems, contact us, let us know what the issue seems to be, and we will try to help you out.

How do I open an Uncommon account?

We just need a few things to open an account for you. To begin, click here - it's that easy! If you do not receive your account confirmation right away, please check your Spam filter and make sure you add "hello@getuncommon.com" to your address book for future emails.

Do I have to register for an account to use the Uncommon website?

You don't need an Uncommon account to browse the site or configure a case using our online gallery images. But you do need to have an account to design cases using your own images, save designs, share designs and track your favorites. It’s super easy to create an account – just visit our Sign Up page.

How do I update my account information?

You can update your information in your Uncommon Account. If you're already signed in, visit the Customer Profile page to update your email address, billing or shipping information. If you don't see a link to your Account or aren't sure if you're signed in already, sign in and then update your "Profile."

I forgot my password. What do I do?

If you forget your password, your best option is to reset your password from our Sign In page.

Do I need an Account to order something?

You don’t need an account to purchase an item, if you are not uploading your own images to create a case. You may check out as a guest.

Our Products

Is this a sticker?

No. No. And No. We print your design directly onto the Uncommon blank canvas products using our permanent printing process. It is EMBEDDED into the case itself and will not peel off or fade; your design stays as brilliant as the day it was printed.

How do you make it look so good?

Every Uncommon product is printed with a revolutionary, permanent and durable printing process we call 3D TATT® (THERMO-Active Transdermal Technology). 3D TATT® coupled with our proprietary blend of impact resistant polymers means your case looks amazing AND provides solid protection.

Will my case look exactly like what I see on my screen?

Your case will look amazing! A key component of our multi-level 3D TATT® process is the vacuum sealing finish used to ensure the highest quality permanent seal, deep into the case. The intensity of this finish may result in a slight position variance of your design, up to 2mm. Colors vary from monitor to monitor. The color that you see on your printed case will be very close to what you see on screen. Keep in mind that colors display differently on various computers and also can look slightly different when actually printed on our hard cases.

Are your cases compatible with all accessories & screen protectors?

All of our cases are compatible with Apple headphones and chargers. We cannot guarantee that our cases will fit with every accessory on the market. Our Deflector cases provide the most room around the device ports for accessories. Our cases are compatible with most screen protectors that only cover the front of the device. Our cases are meant to fit snugly for ultimate protection, so any protectors that cover the back of the iPhone may add too much bulk.

iPhone 5/5s Power Gallery™ Details

iPhone 5/5s Power Gallery™ Details The iPhone 5/5s Power Gallery™ case allows you to carry extra battery power with you, while protecting your phone in style. Our battery case features a 2200mAh battery that will more than double your battery life while you're on the go. Please download our full manual and overview in PDF format for all the details on this case. The case comes with a micro USB charge & sync cable, a pass-through headphone jack extension cable and a user manual.

Case fit guide

iPhone 5/5s Capsule Case
Fits the iPhone 5 and 5s

iPhone 5/5s Black Bezel Deflector Case
Fits the iPhone 5 and 5s

iPhone 5/5s Deflector Case
Fits the iPhone 5 and 5s

iPhone 5/5s Clearly UncommonTM Deflector Case
Fits the iPhone 5 and 5s

iPhone 4/4s Capsule Case
Fits all models of the iPhone 4 and 4s

iPhone 4/4s Black Bezel Deflector Case
Fits all models of the iPhone 4 and 4s

iPhone 4/4s Clearly UncommonTM Deflector Case
Fits all models of the iPhone 4 and 4s

iPhone 3G/3GS Capsule Case
Fits the iPhone 3G and 3GS

iPod Touch Capsule 4th Gen
Fits the iPod touch 4th generation
Not sure which iPod model you have? Check out the Apple iPod models guide here.

iPad (retina/2)
Fits the newest iPad (iPad with Retina), iPad 3rd gen and the iPad 2.

Are Uncommon Capsule Cases dockable?

Our Capsule Cases are dockable. All you have to do is slide off the bottom part of the capsule case and dock your device. There is no need to take your device out of the case entirely. Deflector cases are not dockable. Each case is visible from every angle on the Products pages.

Are Uncommon iPad cases compatible with the Apple Smart Cover?

Yes! The iPad (retina/2) case is compatible with the Apple Smart Cover.

Orders and Shipping

How can I pay for my order?

When you go through the checkout process, you can pay with your Visa, Master Card or American Express credit or debit card.

A pre-authorization occurs on your credit card when a merchant runs a card for any transaction. If all information that the bank has on file matches what the merchant has on file, this pre-auth will become a charge. If the billing information that the merchant has on file does not match the information the bank has on file, or if there are insufficient funds, the order will stop at the pre-authorization stage and will remain on your account for 3-5 business days. 

Do you accept PayPal?

No, sorry. At this time we only accept major credit or debit cards.

When will my order ship?

We make it our highest priority to process, print, and package all iPhone, iPod and neoprene case orders within 2 to 4 business days. iPad Deflector Cases take up to 6 to 10 business days to ship. You always choose the shipping rate and method, so the actual time from us to your door is up to you.

How can I check my order status?

Sign In to your Account and click on the "Order History" link to check on your order status.

When will my credit card be charged after I place an order?

Your card is pre-authorized for your purchase amount when you click "submit" during checkout. You may see a pending charge on your account at this point. Your card is charged when your order ships.

How much does shipping cost?

Shipping within the United States is free for all orders over $50! For all other orders, shipping costs are based on your location and your selected method of delivery. We offer shipping via the United States Postal Service and UPS.

Do you ship internationally?

Yes, we do ship to countries all over the world. Be sure to get us all your necessary shipping information.

We ship via USPS Priority Mail, which typically takes 5 to 15 business days. Tracking numbers are not available for international shipping via USPS.

International packages are subject to taxes, customs fees and duties. You will be responsible for any taxes, customs fees and duties that might be incurred.

Do you ship to P.O. Boxes?

Yes, but you must select USPS as your shipping method. UPS does NOT allow shipping to P.O. boxes.

How do I track my packages?

After you complete your purchase, you will receive an Order Receipt in your email inbox (if you don't see it, check your Spam folder). That receipt will contain your USPS or UPS tracking number that you can use to track your package. Or, Sign In to your Account and click on the "Order History" link to check on your order status and view your tracking number.

I placed my order and it shows up in my Order History in my Account, but I didn't get the email order receipt. Did my order go through?

Yes, your order will continue without issues even if you missed the email order receipt. It's possible your email receipt got caught in your Spam folder, so you should check there and add "hello@getuncommon.com" to your address book to ensure future order communication makes it into your inbox.

How can I send a customized Uncommon product to someone as a gift?

Create the design as usual and then proceed to checkout. In the shipping address section, enter your gift recipient’s address. Right after you enter your payment information, you can select to add a gift message to the packing slip if you like. We also have gift cards available, so your friends and family can customize their own cases!

I ordered my Uncommon product and it should have arrived by now, but it hasn't. What do I do?

Stay calm, don’t worry! Follow up with USPS or UPS using your tracking number to see if they can help you find your package. If you still need help or have questions, please contact us and we'll be glad to work with you to make sure your order gets in your hands asap!

What company name will appear on my credit card statement?

"GetUncommon.com" will be the company name on your credit or debit card statement.

Is it secure to buy something through the Uncommon website?

When you complete your order on our site, you'll notice the lock icon in the address bar, and you'll also notice the http become https. The "s" and the lock means you're on a secure server and your purchase is safe.

How do I view my order history?

Sign in to your Account and click on the "Order History" link to review your previous orders.

Returns

What's your return policy?

We want you to be happy. If you are not satisfied with your purchase, please email us at hello@getuncommon.com within 30 days of your order receipt to explain why you are not happy with your case. Once we have confirmed we are able to accept your return, and process a replacement case (exact same image and same case), we will give you a return authorization number.

Please do not send a returned case to Uncommon without contacting us for an authorization number.

After 30 days, Uncommon cannot accept returns.

Each case (Ready-mades and custom cases) ordered from Uncommon is printed on-demand and especially for you. For this reason we cannot accept returns for the following reasons:

1. You want a different image on your case

2. You have decided you want a different type of case

 

Returns may only be exchanged for replacements of the exact same case with the exact same image. Macbook sleeves can be returned for store credit of purchase price (shipping not refundable). Gift cards cannot be returned.

Gift Cards

How do I buy Uncommon gift cards?

You can find our gift card options available for purchase on the gift cards page. We have $50 and $100 gift cards available that can be used for any purchase on GetUncommon.com. Gift cards will hold balances if an entire amount is not used in one purchase, and will not expire. Balance checks are available on the checkout page in the Payment section.

What is the difference between a Digital and Physical Gift Card?

Digital gift cards are sent to the recipient via email. Your friends or family will receive an email from us with all the details they need to redeem their awesome gift. Physical gift cards will be mailed to you or your recipient (they will be shipped to the shipping address you enter during checkout). Both gift card options are redeemed in the same way on GetUncommon.com.

When are gift cards sent?

Digital and physical gift cards will be sent within two business days of your order. Digital gift cards are NOT sent immediately to your recipient - your order must be processed and your credit card will be charged first.

How do I redeem Uncommon gift cards?

Enter your gift card ID number in the Redeem Gift Card box in the Payment Information section during checkout. If you do not have enough money left on your gift card to cover the entire purchase, you will be able to enter in a credit card to pay for the balance.

Privacy

We value your privacy and would never do anything to hurt you. Read more about our Privacy Policy here.

Uncommon’s New Website Tips & Features

Welcome! If you’ve visited GetUncommon.com before you might notice we have a new look and some awesome new features! We launched a new website in April 2012, and we’re super excited to share it with you! Here’s some answers to a few questions you might have about the new features and your account.

How do I sign in?

If you had an existing Uncommon account on the old website, you will need to create a new password to access your account on the new site. For security purposes, we did not transfer your existing password.

1. Visit the New Password page and enter your email address
2. You’ll get a new password emailed to you right away
3. Sign in using your email as your “username” and the new password you received in the email
4. You can change your password back to whatever you’d like on the Profile page when you are signed in

Where are my Saved Designs?

In order to give you some awesome new configuration tools (like adding text!), we couldn’t bring your old saved designs along with us. But, all of your uploaded images should be safe and sound in your account. Email us at hello@getuncommon.com if you have any problems finding your images. Upload your images into our fun new configurator tool, and you’ll be all set!

What if I can’t find an artwork I used to see on the site?

We’ve launched the new site with some great new images from our designers. We’ll be rotating new images in constantly on the new site, so if you see something you like, make sure to grab it while it’s available! Not all of the images that were in our galleries on our old site are available now – but stay tuned for updates on new designs coming to the site.

How do I use a gift card from the old site?

If you have a gift card from Uncommon with a code beginning in “GC” or “GFT” you will need to enter that into the Promotional Code box during checkout. Only new gift cards purchased on the new website can be entered into the Redeem Gift Card box in the Payment section during checkout.

How do I use the new configurator tools?

 

Text Tool

You can now add text to your case within our configurator! Add a monogram, a special date, a fun message or any touch of personalization! Enter your desired text in the box on the right and then select your typeface, type size and color. Press the "add text" button and then your text will appear on your case. Then you can drag it to position it exactly as you'd like it. Keep your text on the front of the case for best results. Do not put text in the area between the case and "printable area" dotted line - your text may not be visible on the side of the case.

Image Color Change

The button labeled "B&W" in the upper right area of the configurator will change your image to Black & White. You can preview how your image will print. To change it back to your original file color, just click on "Normal".

Other Design Tips

Click on our Design Tips page to read more about designing your own customized case, and to download Photoshop templates!

 

Sharing Designs

How do I share a design I created?

First, you must be logged into your Uncommon account. Then click on your Designs tab in the upper right hand corner of the site window. Hover over the case that you wish to share, and click on Share This. You can choose to share your design via Email, Facebook or Twitter.

Who can see my design if I share it?

This depends on how you share your design – whether it’s via Facebook, Twitter or Email. But, it’s important to remember that whoever can access the link to your design, will be able to see your design. For example, if you email your friend the link to your design – he or she could then forward that email onto someone else, and then they could click on your link. Uncommon will NOT be making your design open to the general public, but once you decide to share your design with friends and family – they are able to forward it on as well.

Sharing your design does NOT give others access to your Uncommon account. It only lets them see what you have designed, and if you have selected to allow others to purchase your design – then they can buy it as well.

What does it mean if I allow my design to be purchased?

If you select “I want others to be able to purchase my design too,” then you are allowing people who click on your shared design link to purchase your design. They will NOT have access to your Uncommon account. And they will NOT be able to download the original artwork you uploaded to create the design.

Uncommon will not award any royalties or compensation for Shared Design sales.

Supported Browsers

In order to enjoy all the functionalities of our site, you need to use a browser that supports HTML5. Here is a list of browsers that we support:

Windows
Firefox 7.01 and later
Safari 5.1 and later
Chrome V 15 and later
Internet Explorer 8 and later - requires Chrome plug-in

Mac OSX
Firefox 7.01 and later
Safari 5.1 and later
Chrome V 15 and later