Frequently Asked Questions


Payment Questions /

Q: What payment methods are accepted?
A: We accept all major credit cards, Visa, MasterCard, American Express, Discover. You may also check out using PayPal. Please note that we will not ship your order until we receive payment from you.

Q: Will I have to pay customs duties and taxes on my order?
A: Yes, most countries will charge Customs Duties and Taxes for goods being shipped from another country. So you may have additional taxes or duties that you are responsible for. If you are unsure of the charges or policy, please check with your local customs office.

Please don't refuse the package because of the customs or taxes charged when the item is delivered. The carrier won't be able to return the item to us unless these fees are paid. Our only option is to abandon the package in customs and if this happens we won't be able to offer a refund to you.



Order Questions /

Q: How do I know my order went through?
A: Each order is confirmed to the email address you provide to us when the order is placed. Please double check the confirmation email to verify your shipping address and order details.

Once the order has been shipped, you will also receive an email with your tracking information, so that you can track your order online.

Q: How do I track my order?
A: Once the order has been shipped, you will receive an email with your tracking information. You can enter the tracking number on the service providers' website.

- FedEx tracking
- S.F.Express tracking
- EMS tracking

Please note, it may take a while after shipment for the tracking information to update.

Q: Can I modify or cancel my order after I have already submitted it?
A: Due to our automated system, if you would like to cancel or change something in your order, please contact us at contact@bitplayinc.com as soon as possible , and we will do our best to stop or make the needed changes for your order.

If your order has been shipped, no need to worry we have a 30 day Return Policy from the date of invoicing. Please check out the link for more details. < Return Policy >



Shipping Questions /

Q: Do you ship to my country?
A: Yes, we do ship worldwide.

Q: When will my order ship?
A: We will process and ship your order within 2 business days.

Q: How much will it cost and how long will it take to ship internationally?
A: The cost of shipping is calculated automatically based on location when you place your order online. You will be able to view the cost before you submit your final order. And we will process your order within 2 business days to deliver. Here is the shipping rate/days for the major countries/regions:

- US: USD$10 with FedEx service, 3-5 days
- China / Hong Kong / Macau: USD$10 with S.F.Express service, 2-3 days
- Russia: USD$15 with EMS service, 7-9 days
- Rest of the world: USD$10 with FedEx service, 3-5 days

Please note that we has no control over the cost of Customs Duties and Taxes that are imposed upon import to any country and cannot be held responsible for compensation.



Return, Refund & Warranty Questions /

Q: What is the Return Policy?
A: We will accept returns within 30 days of the original purchase only if the product was purchased directly from bitplay Inc.. You can read more on < Return Policy >.

Q: The item of the shipment is not what I ordered!
A: If the item of the shipment is incorrect, please contact us at contact@bitplayinc.com immediately for assistance, and attach at least 2 photos of the products and the packaging.

Q: My product is missing parts.
A: Please inspect the contents of your shipment and notify us at contact@bitplayinc.com immediately for assistance if anything is missing.

Q: My product was damage during shipping.
A: If you find the product was damage, please contact us at contact@bitplayinc.com immediately for assistance, and attach at least 2 photos of the issue.

Q: How do I return/exchange an item?
A: Please check out the link for more details. < Returns Policy >



Product Questions /

Q: Do you have SNAP! PRO iPhone case for iPhone 6 Plus/6s Plus?
A: We are sorry to say that SNAP! PRO iPhone case is ONLY for iPhone 6/6s, and there is no plan to produce Plus version in future.

Q: Does SNAP! 6 iPhone case work for iPhone 6/6s?
A: SNAP! 6 iPhone case is originally designed for iPhone 6. Due to the slightly different from the size of iPhone 6 and iPhone 6s, please note SNAP! 6 ONLY works for iPhone 6.

Q: I can't find SNAP! 6 Plus for my iPhone 6 Plus
A: We are sorry to say that SNAP! 6 Plus iPhone case has already sold out, and there is no plan to produce in future.