cellhelmet

Hi Megan, We appreciate your feedback. Our optional shipping protection is offered at checkout to cover lost, stolen, or damaged shipments. Since this was declined, our policy provides a discounted replacement option, which we extended to you. While we understand this may be frustrating, cellhemet is not responsible for lost packages when protection was not selected. Our goal is to provide fair and transparent policies while keeping costs low for our customers. If you need further assistance, feel free to reach out.

Hi, Ben, please contact us directly so we can help you. You can reach out to us via live chat on our website during business hours or by email at [email protected]. Please follow up with the information used to register your device, including your 10 or 16-digit registration PIN.

Hi Nichole, Thank you for your feedback. I’m sorry to hear about your experience and appreciate the opportunity to address your concerns. At the time you filed your claim, we were working with two insurance backers, Asfalis and Olive Bridge Financial. Unfortunately, your claim was initially submitted to the incorrect backer. When you contacted us regarding this issue, we promptly informed you of the error and provided the necessary information to ensure your claim was submitted correctly. I’m glad to hear that your claim with Olive Bridge was successfully submitted and paid out in a timely manner. As you purchased the Liquid Glass screen protector with $300 coverage, that is the amount your claim was covered up to. For future reference, we also offer a Liquid Glass option with a $500 screen repair guarantee, should you require higher coverage. Additionally, I’d like to address your concern about registering a new screen protector. Each time a new screen protector is registered, the old PIN and registration must be removed. When you contacted us on 11/20/2024 for assistance with this, we responded the same morning and successfully removed the previous information. Please note that you have 30 days from the date of purchase to register your device, which provides ample time to ensure everything is properly completed. If you have any further questions or concerns, please don’t hesitate to reach out. We’re always happy to help. Best regard, Eli

Hi Jonathan, I’m sorry to hear that the print design on your phone case wasn’t as expected. We received your return request over the weekend, which is why there was a slight delay in our response. We’ve since replied to your request, but please feel free to follow up with us directly at [email protected] or through our website's chat feature. If you could provide a few photos of the case you received, we’ll do our best to resolve this for you as quickly as possible. Thank you for bringing this to our attention!

Hi Gary, Please reach out to us directly for assistance registering. You can reach us live on our website Monday-Friday 9 AM to 5 PM EST or you can email us at [email protected]

Hi Jeffrey, Thank you for sharing your feedback. I would like to take a moment to clarify a few points regarding your order. Your order was placed during the Thanksgiving holiday when our office and warehouse were closed. Once we reopened, we worked through the high volume of orders. When you reached out to us, your order had already been processed and shipped. At that stage, cancellations are unfortunately not possible. However, I did let you know that you’re welcome to initiate a return once the item arrived, and we’d be happy to assist with that. As for the phone case, it’s designed to fit snugly to ensure your phone stays secure and protected. We’re sorry this experience didn’t meet your expectations and appreciate your understanding of the busy holiday period. If you any have further concerns, please don’t hesitate to reach out.

Hello Travis, Thank you for sharing your experience. We understand how important it is for customers to feel secure in their purchase and the protections it provides. For our screen repair guarantee, a clear registration photo of the device’s entire front screen is required to confirm the screen’s condition at the time of registration. Our app guides customers through this process by activating the front-facing camera, instructing them to use a mirror to ensure all edges of the screen are visible, and prompting them to review the image before submission. Customers can retake the photo if needed and are asked to manually confirm that they’re submitting a clear image with the full screen showing. In this instance, the submitted photo showed over 50% of the screen missing, which did not meet the criteria for a valid registration. These instructions are in place to ensure transparency and fairness in processing all claims. Thank you again for your feedback.

Hello Ursula, Thank you for sharing your feedback with us. We understand the importance of clear expectations when it comes to protecting your device. Our Liquid Glass warranty plan provides one year of screen protection, and the terms are detailed on both the registration card included with the product and on our website’s Terms and Conditions page. Additionally, all of our partner stores are trained on the specifics of this plan to help communicate these details clearly. Our goal with the Liquid Glass warranty is to offer added security for your device within a defined and affordable timeframe, and we strive to be transparent about what’s included. We appreciate you bringing your concerns to our attention. Thank you again for your feedback. Best regards!

Hi Tammy, Thank you for taking the time to share your feedback. We understand that the registration process can feel inconvenient, and we’re here to clarify a few important points. To ensure that our screen repair guarantee remains secure and to prevent fraudulent claims, it is crucial for registrations to be completed through our app, directly on the device where the screen protector was applied. The app is designed to perform a screen functionality test and capture a photo of the screen to verify its condition before coverage takes effect. Without completing this process, we would be unable to validate the guarantee. We recognize that some customers may not wish to keep the app installed, and we want to reassure you that the app can be deleted once the registration is completed successfully. Regarding your concern about our email communications, we include our company logo and contact information at the bottom of every email to maintain transparency and ease of reference. Additionally, our registration card states that assistance with product application or registration can be requested via email, but it does not indicate that registration itself can be completed through email. If you have any further questions or need assistance with the registration app, please don’t hesitate to reach out.

Hi Colby and Ross, Thank you for leaving feedback. It sounds like there's some confusion regarding the claims process and the claim you filed. Please contact our customer service team at [email protected] with your claim information and we can assist you with looking into this further and getting your issue resolved.

Hi Grant, Thank you for taking the time to share your feedback, and we're truly sorry to hear about your experience. We take all concerns seriously and would like to clarify the situation. The registration card you received with your purchase contains important instructions for registering your device to ensure it’s covered by our screen repair guarantee. Unfortunately, if the device is damaged before registration is completed, we are unable to cover it under the terms and conditions of the protection plan. We work closely with retailers to ensure they provide accurate information about our product and its registration process, and we regret if there was any miscommunication at the point of sale. During your call with Aaron, he offered several solutions, including sending you a new Liquid Glass and walking you through the registration process to make sure your device would be covered in the future. We’re still happy to assist you with this. If you would like to discuss this further, please don’t hesitate to reach out to our team again. We’re here to help.