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DO YOU HAVE ANY QUESTIONS?
If you have any questions, please feel free to send us your inquiry here, or check out our FAQ below to see if we already have an answer for you. Also, if you have any ideas for our products, we would love to hear them!
Frequently Asked Questions
When will you release a new case for my device?
SURIV is constantly evolving its product lines to meet the needs of today’s mobile consumers. Due to our innovative design and manufacturing processes, we are not able to release product launch dates or timelines to customers at this time. Please subscribe to our newsletter to stay up-to-date on all product(s) release dates.
How do you fill the case?
Our cases are designed to be easily filled and refilled with your preferred liquid or gel. Each case comes with a reusable refill tube, so you can refill or replace the volume with the liquid of your choice.
What liquids are recommended for the case?
The use of liquids such as hand sanitizer, perfume, cologne, etc. is highly recommended. The use of gel may reduce performance. Please do not use any liquid which can be consumed. Do not spray liquid or gel in your eyes.
What happens if my case becomes clogged?
While the use of liquids should not cause the spray nozzle to clog, the use of gel may result in dried up material covering the spray nozzle. Should this happen, we recommend taking a wet cloth to clean the dried-up gel on the spray nozzle. We also recommend removing the case from your device and cleaning out the internal chamber with water. If this has not resolved the issue please contact us at info@suriv.com.
What happens if I lose the refill tube or screw cap?
Please contact info@suriv.com to receive your free replacement part.
Billing
When will I be charged?
Your payment method will be processed at the time of check-out.
What payment methods do you accept?
We currently accept all major credit cards, as well as Apple Pay, Google Pay, Shop Pay, and others.
My order is not processing? Why?
We are sorry you are experiencing issues with your order. Here is a list of possible reasons as to why your order is not processing.
- The billing address that is on the order does not match the billing address where the card statement is mailed to.
- Unavailable funds.
- Incorrect card number or expiration date.
- The credit card security code was missing or incorrect. For most credit cards, please enter the three-digit number that follows your account number on the back of your card. For American Express, please enter the four-digit number printed on the front of your card.
Returns & Exchanges
What is SURIVs return or exchange policy?
We accept unopened, unused products for returns within 30 days. Please visit our Returns page to start a return.
For sanitary reasons, we cannot accept returns on any used items, but we are here for you. Let us know how we can help at info@suriv.com.
Accidents happen! If you think you received the wrong case(s) please reach out to us at info@suriv.com so we can make things right.
Can I modify my order after I have already submitted it online?
Due to our automated system, orders are automatically submitted to our fulfillment center as soon as they are submitted online. While we are unable to modify your order, we are happy to cancel the existing order and place a new one for you. Please reach out at info@suriv.com.
My order says that one or more of the items are currently on backorder. What should I expect or do?
Your order will only ship when all items are in stock. Once your order ships, you will receive tracking information shortly thereafter.
Shipping
When can I expect to receive my order?
SURIV offers several shipping methods for your convenience. Please keep in mind that these time frames include our processing period.
Standard USPS: 3-5 Business Days
Expedited USPS: 2-3 Business Days
Will I be able to track my order? If so, how do I track it?
Yes. Once the order has been shipped, you will receive an email with your tracking information. You can also track your order from our Order Tracking page.
*Please note, it may take 1-2 days after shipment, and in some cases longer, for the tracking information to update.
Does SURIV ship internationally?
Yes.
SURIV is based in Illinois, U.S. The cost of shipping is calculated automatically based on weight and location when you place your order online. You will be able to view the cost before you submit your final order. SURIV is not responsible for the cost of duties and taxes that are imposed upon import to any country outside the United States and is not held responsible for compensation. Please note that we are obligated to declare the proper value on all shipments.
I am in the military; can SURIV ship to an APO address?
Yes. We ship to military addresses via OSM Worldwide. Lead time is often 3-5 Business Days.
What about orders during the holidays?
We expect longer shipping times during the high-volume season. Shop earlier than ever to ensure your gifts arrive on time.