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Order Information

Order Information

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How can I make changes to my order?

Simply email us at support@newmilkyway.net within 12 hours (not applicable to Cash on Delivery order). Be sure to include your order number! If you would like to change your design, please also include the URL or name of the new design. Otherwise, if it is the device type, case type or color that you would like to adjust, please also let us know the details in email.

 

I’ve missed a promotion campaign for a recent order I placed. Can I still enjoy the offer?

Please let us know by email at support@newmilkyway.net, we would wish to know the order number of yours and also the discount code / offer that you are after. We will be more than happy to evaluate what you have and honor the offer if it is deemed applicable. We apologize, but we are unable to apply the adjustments retrospectively 5 days after date of order, or the promotion expiration date, whichever comes earlier.

 

I’ve placed an order, but it says "On Hold" when I check its status. What’s wrong?

1. Your shipping address has no street number or suite number, or potentially incomplete.

2. The photo(s) used in your design had been removed from your social network and we need your help in supplementing them.

You will always receive an email from us if the problems above happen to your order. So please be sure to check the Spams / Junk folder of the email you registered with us if you have not received such confirmation emails. We will need further information from you before we can process your order.

 

I’ve ordered few cases but I can’t find all of them. Where are the missing cases?

Please be sure to open up all the boxes first. We normally packed 2 cases in 1 box unless otherwise requested. If you have checked and the case is still not there, please 561-762-2004 or support@newmilkyway.net.

 

Can other people print my case?

No, only you can print your case unless your design is available on the New Milky Way Artist Collection.

 

I want to join the New Milky Way Artist Collection to sell my design. Who do I contact?

Email us at artists@newmilkyway.net. Include your portfolio link and your social media accounts.

 

How do I purchase a gift card?

Check out the New Milky Way Virtual Gift Card page.

 

Can I apply the online discount in the retail purchase?

No, online and retail discounts are separate.

 

Product

 

Which cases can I customize?

Please check the full list here. Not seeing the device you have? Be sure to sign up for our newsletter and stay tuned to our social medias!

 

Are your phone cases hard or soft?

New Milky Way cases are made of polycarbonate with a fixed shape and is a semi-hard and hard material depending on the type of the case and type of printing.

 

Do you print my pictures on the sides of the case as well?

We have 2D and 3D print case types. Check this page for more info about case types.

 

Billing

 

How can I pay for my order?

    Click on PayPal or Credit Card upon checkout.

     

    What payment methods do you accept?

    We accept major debit cards and credit cards (American Express, Mastercard and Visa), Apple Pay and Paypal.

     

    Can I use JCB credit card to check out?

      Yes, it can be used via PayPal. Please choose PayPal as the checkout method and fill in the payment details. If the checkout page of PayPal is in English, you may change the language to Japanese by the following steps:
      1. Click “Create an Account” at the PayPal checkout page
      2. Scroll the country’s drop-down menu to choose “Japan”
      3. Scroll down the page and choose the language as “日本語”

       

      When I proceed to checkout, it says “A match of the Shipping Address City, State, and Postal Code failed.” What should I do?

        Please kindly make sure all information entered is 100% correct and there is no spelling mistake. Please also avoid short forms of City, and do not include the State information within the City input box. If the details are right but still the payment cannot be made, please contact us and we will get back to you shortly.

         

        I paid with my credit / debit card, but why did I get an email from PayPal for confirmation?

        We use the PayPal platform, so even if you used your credit / debit card, you’ll receive a confirmation from the PayPal team. Doesn’t seem right? Email us at support@newmilkyway.net

         

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