FAQ's
Answers to the questions our support team hears most, all in one place: shipping, returns, warranty, sizing and more.
Top Questions
How can I contact customer service?
Email support@shopsonix.com or use the form on our Contact page. Support hours are 7am to 4pm Pacific, Monday through Friday. Press inquiries go to press@shopsonix.com.
What is your return policy?
Cases and pouches can be returned within 15 days of the ship date, unused and in original packaging, with refunds issued to your original payment method. Sunglasses can be returned within 7 days of delivery, unworn and in original packaging, and a $15 prepaid return label fee is deducted from the refund. Sale items are final sale.
How do I cancel or change my order?
Email support@shopsonix.com immediately; orders cannot be cancelled or adjusted once they have shipped. Support hours are 7am to 4pm Pacific, Monday to Friday.
How do I track my order?
Tracking information is emailed with your order confirmation; UPS and FedEx tracking updates can take 24 to 48 hours to appear. If you cannot find the confirmation email, contact support@shopsonix.com.
What warranty do Sonix products have?
Every purchase includes a 30-day no-questions-asked warranty and a 1-year manufacturer's warranty against defects in materials and craftsmanship, and cases and screen protectors carry a limited lifetime warranty for the life of the device they were purchased for. See our Warranty page for full details.
Do you offer free shipping?
Yes: free standard shipping on US orders over $35 (7 to 10 business days), free shipping to Canada on orders over $50 USD, and free shipping to other international destinations on orders over $60 USD (7 to 21 business days).
How long does shipping and processing take?
Orders ship from the warehouse within 2 to 3 business days; standard US delivery takes 7 to 10 business days total, and international standard delivery takes 7 to 21 business days. Warehouses are closed on weekends.
Do you have active discount codes or promotions?
New subscribers get 15% off their first order when they sign up for Sonix emails, and sitewide sales run throughout the year; see the banner at the top of shopsonix.com for current offers. Sale items are final sale.
Products & Care
Do your sunglasses have UV protection?
Yes, all Sonix sunglasses provide UVA and UVB protection.
Do Sonix MagSafe-compatible cases work with wireless chargers?
Yes, all Sonix MagSafe-compatible cases work with MagSafe and wireless chargers, and the charger actually works best with a case on the phone rather than against the phone directly.
How do I put on or remove a Sonix case?
Insert the top of the phone into the case first, then the rest of the phone, making sure the buttons and port holes are aligned. To remove it, push the phone out through the camera hole.
How do I clean my Sonix case?
Remove the case from your phone and clean the rubber sides with warm, soapy water and a soft cloth. Discoloration can occur from heat, dirt, or dyes.
I lost the side buttons on my case. Are they replaceable?
Yes, the side and volume buttons are replaceable: push the smaller side of the button into the hole where the lock button sits and it will stay in place.
The product I want is out of stock. When will it restock?
New items can sell out quickly, but we usually restock popular items within 1 to 2 weeks.
How do I replace my Sonix screen protector?
We have a no-hassle replacement process. For details, see the Screen Protector Replacement Policy section on our Warranty page.
Do you make custom cases or designs?
No, Sonix does not make custom cases at this time.
Do you manufacture cases for other brands?
Yes. Email support@shopsonix.com for more information.
What is the California Proposition 65 warning?
California law requires this advisement on consumer products sold in the state. Sonix has been manufacturing phone cases and tech accessories since 2010, and our products meet or exceed similar federal regulations.
What is the ReSonix program?
ReSonix was created to encourage the reduction of waste, while giving our loyal customers an incentive to donate pre-loved cases for a second life. How it works: 1) Donate your pre-loved case (in good, usable condition) to a local Goodwill, Salvation Army or any charitable non-profit organization. 2) Take a photo of the case and the donation receipt and send it to support@shopsonix.com. 3) Our support team will send you a one-time use discount code for 30% off your next case purchase. Each donation receipt receives one promo code for a one-time case purchase, up to two donation receipts per year, and the code cannot be combined with other offers and discounts. Learn more on our Eco-Friendly Sonix page.
Sizing & Fit
How do I know which size case fits my iPhone?
On your iPhone, open Settings, tap General, then About, and check the Model Name. That is your device size, and your case must match it exactly, since similar names like iPhone 17 Pro and 17 Pro Max take different cases.
Shipping & Delivery
Do you ship internationally?
Yes, Sonix ships to Canada, Mexico, the UK, Australia, Japan, most of Europe and about 30 other countries. International orders may be subject to duties and taxes paid to the destination country's customs office. See our Shipping page for details.
Do you offer express shipping?
Yes, expedited shipping is available at checkout in the US, and international expedited shipping takes about 5 to 10 business days, not including customs delays.
My package seems lost. What do I do?
Domestic customers can file a claim no sooner than 7 business days after the last tracking update, and international customers after 20 business days. If 4 business days pass past the carrier's estimated delivery date with no update, the order is considered lost and you can file a claim with support@shopsonix.com.
Tracking says delivered but I don't have my package. What do I do?
Email support@shopsonix.com to file a claim at least 5 business days and no more than 15 business days after the delivery scan. Claims are reviewed with the carrier.
My order is stuck in customs. What do I do?
Packages held in customs are not covered by Sonix; pay the customs fees to release the package and contact your local customs office for instructions.
Only part of my order arrived. What do I do?
Email support@shopsonix.com. If a single order shipped in multiple packages and one did not arrive, we cover the value of the undelivered package with a reorder or refund.
My item arrived damaged. What do I do?
File an order issue within 15 days of the delivery date, including photos of the item and packaging so we can determine if the carrier was at fault. Contact support@shopsonix.com to get started.
I entered the wrong shipping address. Can you reship?
Orders sent to an invalid address entered by the customer are not eligible for a free replacement. If the package is returned to us due to a carrier error, we are happy to reship to a corrected address.
Orders & Payments
I didn't receive my order confirmation email.
Check your spam folder; if it is not there, an email address may not have been entered at checkout. Contact support@shopsonix.com and we will resend your confirmation and tracking.
What payment methods do you accept?
PayPal, Klarna monthly financing, and debit or credit cards. We are not able to take orders over the phone; if you have trouble placing an order, email support@shopsonix.com.
Can I combine discount codes?
Discount codes can't be combined with each other, but a free shipping code can be used together with a discount code.
Returns & Exchanges
Can I return sale items?
No, sale items are final sale and cannot be returned or exchanged.
How do I start a return or exchange?
Use the online Return Center at shopsonix.com/apps/redo/returns-portal or email support@shopsonix.com.
How long does a refund take?
Once our team completes your refund you will receive a credit memo email, and the funds typically appear in your account within 3 to 5 business days.
I ordered the wrong size or product. What do I do?
Use the Return Center to exchange for the correct size or design within 15 days of the ship date (sale items excluded).
My return label expired. Can I still return my item?
Return labels can't be reissued after the 15-day return window closes, since items returned past that point are often used. Contact support@shopsonix.com right away if you need help starting your return.
Warranty
Does the warranty cover purchases from other retailers?
Products from shopsonix.com and Shop Sonix on Amazon are always covered. Products from other retailers are covered when bought at full price from an authorized retailer with proof of purchase.
What does the warranty cover on phone cases?
The warranty covers defects in materials and craftsmanship under normal use. It does not cover normal wear and tear, damage from use outside normal and intended use, or damage to your phone itself.
Can I pick a different design for a warranty replacement?
Replacements are for the same design; if the design is no longer in stock, our team can exchange it for a different design of equal value.
How do I file a warranty claim?
Email support@shopsonix.com with a copy of your receipt or proof of purchase. Claims are processed in 1 to 2 business days.
Is there a cash refund after the 30-day warranty period?
Claims made after the 30-day warranty period qualify for a replacement or a Sonix gift card rather than a cash refund, and the customer covers return shipping plus up to $10 in reshipment costs if a replacement is sent.
My phone broke with a Sonix case on. Is the repair covered?
No, the warranty only covers Sonix products, not the phone or repair fees.
What warranty does the Bondir massage gun have?
The Bondir massage gun includes a one-year warranty for purchases made through authorized resellers. Email support@shopsonix.com with your order number and proof of purchase to start a claim.
Company & Partnerships
Do you have retail store locations?
Sonix is an online brand with no flagship stores of its own, but you can find Sonix in person at select Target, Urban Outfitters, Verizon and Sanrio Stores locations, and online at Nordstrom, Best Buy, Aerie, Free People, Revolve, GameStop and more. See Find Sonix in Stores.
Do you offer bulk or wholesale orders?
Yes. Retailers who want to stock Sonix can email wholesale@shopsonix.com to get started.
Who do I contact for press opportunities or to use Sonix products in content?
Email press@shopsonix.com for press opportunities and for product placement in TV, film, print or digital content.
Do you have any current job opportunities?
Sonix is always accepting resumes! Submit your resume, cover letter and any other applicable information to careers@shopsonix.com.
Where can I learn more about Sonix?
Visit the About Sonix page for our story, the Eco-Friendly Sonix page for our sustainability work, and Press for press coverage.