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FAQs

  1. Enjoying your case
  2. Shipping
  3. Contact Us
  4. Warranty/Returns
How do I…
  • …install the iPad? 0:09 min.
  • …work the automatic sleep/wake? 0:18 min.
    • (hint: open your case - it's automatic!)
  • …work the secret power button? 0:27 min.
  • …take screenshots while the iPad is in the case? 0:47 min.
  • …use the intellistand? 0:56 min.
  • …remove the iPad? 1:17 min.
What is the MagnaGrip?
  • We use an array of special magnets to keep your case closed. It stays closed tight without the need for elastic,
    • Do I need to polish or treat my Alano?
  • You don't have to. You can, if that's what you're into, but the leather wears nicely either way. We cannot tell you what product to use on your case because we don’t use leather treatments on our cases. We suggest testing in an inconspicuous area.
    • What can I clean my case with?
  • We tend to use sandpaper and diesel fuel to clean things around here, but I don't reccoment that. I reccomend using a soft (SLIGHTLY) dampened cloth to clean your case.
    • Return policy
  • Click Here to see our Returns / Exchange policy.
    • How long does it take for my case to ship?
  • We receive your order. We make your order. We ship your order. That can take as little as 3 days or as many as 15 (or longer during the holiday season). Remember, each cases is made by hand, right here.
    • How long does shipping take and what does it cost?
  • This all depends where you live and how quickly you want it to arrive. Shipping times do not effect production times. Ordering two day shipping does not mean that your case ships out in two days, it means that *once production is completed* it will take 2 days to get from our house to yours.
    • Inside the USA USPS Standard Delivery 6-10 days ~$6.00 - $8.00
    Inside the USA Standard Delivery 2–8 days ~$13.95
    Inside the USA FedEx Ground 1-5 days ~$16.20
    Inside the USA FedEx Home Delivery 1-5 days ~$16.20
    Inside the USA FedEx 2Day Express 2 days ~$31.30
    Inside the USA FedEx Overnight 1 day ~$78.03
    Outside the USA FedEx Global Express 3 days ~$75.95
    Outside the USA USPS Canada 5-21 days ~$24.95
    Outside the USA USPS Global 7-21 days ~$24.95
    Do you ship internationally?
  • We can ship anywhere you can think to hide.
  • Shipping options will show up in the shopping cart when you enter your shipping address.
    • How will I know when my case has shipped?
  • You will get an email with your tracking number as your case gets boxed up. It is sent automatically to the email address that you provided when you ordered.
    • What does "awaiting fulfillment" mean?
  • "Awaiting fulfillment" means your order has been received, and payment has been processed. You lucky duck, you have successfully made it onto the production schedule!
    • What does "awaiting shipment" mean?
  • "Awaiting shipment" means your order has entered production and will be shipped as soon as it's completed.
    • Will there be any customs fees?
  • We do not know. This depends on the country you're having it shipped to; most countries charge little or no fee. Because these are changing constantly, there is no way for us to determine if there are going to be customs fees for you, or how much they may be for you. You are responsible for all customs fees, import taxes, etc. We do not track customs charges (if there are any), so please don't ask.
    • My tracking number hasn't shown any movement for a while…
  • Did you choose USPS for a shipment outside the continental USA? If your package has already left the United States, we have no idea where it is and can't do anything about it. The USPS does not track shipments once they leave the final US sorting station. So once your package is in the hands of your country's postal service, the USPS Tracking Number stays where the USPS last had the package - in the US. If this package is important or valuable to you, we highly recommend our FedEx Global Express service, which arrives in 1 to 3 days and is fully trackable, every step of the way, from our door to yours.
    • Just click on Contact Us in the main menu.
    Our Standard Warranty is as follows:
    Repairs:
  • We offer a variety of repairs for current and legacy products - just ask.
    • Returns and Exchanges:
  • We will accept a return or exchange of your Portenzo case as long as you contact us within 30 days of receiving it, and send it back to us within a week in sell-able condition. If you aren't completely satisfied with your handmade Portenzo case, send it back to us within this time period for a refund of your purchase price, less shipping and a small restocking fee (see below). You must contact Portenzo customer service here before sending your case for return or exchange. Cases that arrive at Portenzo with no RMA will not be processed.
  • Cases with Personal Embossing, Custom Laser Engraving, Custom Printing, or customized in any way, are not refundable or exchangeable, but are still covered under our Standard Warranty.
    • Restocking Fees:
  • Any eligable items will have a 15% restocking fee for both Returns and Exchanges.
  • Be sure to check your order closely when checking out.
  • Your order is subjected to this charge / these policies once the actual production of your custom designed product has begun. This is indicated by the status of your order changing from Awaiting Fulfillment to Awaiting Shipment.This can happen anywhere as soon as the next business day, or sometimes a couple of days later. Email us as soon as you get the inkling to possibly maybe change your product even in the slightest way, and we will see what we can do.

    • All current products are covered for 25 years from date of purchse for materials and workmanship

    The following instances are a major bummer, but not covered under the Portenzo warranty:

    • When cases fall to their demise after being left on top of your car, knocked off the shelf by your cat, or sat on by your toddler
    • Dogs that think your case is a new chew toy
    • Over-zealous beers that tip over and spill onto your case
    • Cases that leap out of your pocket and spend the evening outside in a snowstorm
    • Cases are left in the refrigerator or a cold car, or next to the fireplace, or in a steamy sauna
    • Normal wear and misuse of the product
    • Alterations made to the product make it yours forever
    • Product that you receive in a mystery box
    • If the problem is something that we had control over and you bring it to our attention within the warranty period, we will gladly make it 100% right.