FAQ’s
Compatibility
What is the difference between the Detach Case and the Universal Hitch?
The Detach Case is a THE CÆP phone case featuring our built-in dual-loop attachment system. It is designed specifically for use with our interchangeable straps, chains, wristlets, and accessories.
The Universal Hitch is a separate insert that allows you to attach THE CÆP straps and accessories to most existing phone cases with a standard charging port opening.
If you already own a compatible phone case and do not want to switch cases, the Universal Hitch is a great option.
Does the Detach Case include the Detach Hook?
No. The Detach Hook is sold separately.
The Detach Hook is required to attach chains, ropes, wristlets, and beaded straps to your Detach Case.
This allows you to customize your setup by mixing and matching different hook colors and accessories.
Do I need a Universal Hitch to use THE CÆP straps with my current case?
Yes. A single Universal Hitch is required to attach THE CÆP straps, chains, wristlets, and accessories to your current phone case.
The Universal Hitch works with most phone cases that feature a standard charging port opening.
Can I use THE CÆP straps with non-THE CÆP cases?
Yes, with the Universal Hitch.
Our Universal Hitch is designed to work with most phone cases that have a standard charging port opening.
Please note that compatibility may vary depending on your case design.
Are the Detach Hooks compatible with another phone case?
No, the Detach Hook is only compatible with our Detach Cases
Are your products MagSafe compatible?
Most of our phone cases and MagSafe wallets are MagSafe compatible. Compatibility is always listed directly on the product page.
Please note that magnetic strength may vary depending on phone model, case style, wallet placement, and usage.
Why does the MagSafe wallet not align perfectly on Pro models?
Due to the larger camera size on certain iPhone Pro models, the wallet may sit slightly lower or appear less centered.
This is normal and noted on the product pages.
Shipping
Do you offer free shipping?
Yes. We offer free domestic shipping on U.S. orders over $85.
How long does shipping take?
Orders are typically fulfilled within 2–3 business days during regular order volume.
Please note that during launches, promotions, holidays, or high-volume periods, processing times may be slightly longer.
Once an order has been handed over to the shipping carrier, delivery timing is outside of our control.
Do you ship internationally?
Yes. We ship worldwide.
International shipping times and customs processing vary depending on the destination country.
Please note that customers are responsible for any duties, taxes, or customs fees charged by their country.
My package says delivered, but I cannot find it.
Once a package is marked delivered by the shipping carrier, we recommend first checking with neighbors, household members, mailrooms, and your local post office.
Unfortunately, we are unable to control carrier delivery issues once packages are in transit.
Returns & Exchanges
What is your return policy?
We accept returns within 14 days of delivery for unused items in their original condition.
Items must be free of scratches, stains, damage, or signs of wear.
Shipping costs are non-refundable.
Do you offer exchanges?
The fastest way to exchange an item is to place a new order for the correct item and return the original order separately.
This allows us to ship your replacement immediately.
Can I return international orders?
International customers are responsible for return shipping costs unless otherwise approved by our customer service team.
Product Care
Are your beaded straps handmade?
Yes. Our beaded straps are handmade in small batches using carefully sourced materials including glass, natural stone, freshwater pearls, shell elements, and specialty beads.
Because many materials are natural and handmade, slight variations may occur.
Will my hardware tarnish over time?
Our hardware is electroplated and designed for everyday wear.
Over time, natural wear, moisture, lotions, sweat, and environmental exposure may contribute to changes in finish.
Are your beads plastic?
No. Many of our beaded styles use glass, natural stone, shell, freshwater pearls, and other specialty materials.
Please note that these materials should be handled with care and may chip or crack if dropped or hit against hard surfaces.
How should I adjust my rope strap?
Please adjust rope straps by pulling the rope itself rather than tugging on the end caps.
Pulling directly on the end caps may weaken the construction over time.
Orders
Can I modify my order after placing it?
We will always do our best to accommodate changes before fulfillment begins.
Please contact us as soon as possible with your order number.
Why was part of my order refunded?
If an item becomes unavailable, oversold, or cannot be fulfilled, we may partially refund the unavailable item while still shipping the remaining products.
Do you offer preorder items?
Yes. Some products may be available as preorder items.
Estimated shipping timelines for preorder items are always listed directly on the product page.
If your order contains both preorder and in-stock items, your order may ship together unless otherwise requested.
About THE CÆP
What makes THE CÆP different?
THE CÆP was created to rethink how you carry your phone and essentials.
Our modular system is designed to combine fashion and function through interchangeable straps, chains, wristlets, wallets, and accessories that adapt to your lifestyle.
We focus on thoughtful design, small-batch craftsmanship, and pieces that feel personal, wearable, and easy to integrate into everyday life.
