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Product Support
- AirFly
- BackPack for Mac
- BaseLift for MacBook
- BassJump 2
- BookArc for MacBook
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BookBook for iPad Pro
- BookBook for iPad Pro 10.5 inch & 12.9 inch Owner's Manuals
- Does Twelve South have recommendations for cleaning or conditioning the leather of my BookBook for iPad?
- Will you be making a Black BookBook for iPad Pro?
- Will my iPad Pro with a shell fit in BookBook for iPad Pro?
- I have an Apple Smart Keyboard attached to my 12.9-inch iPad Pro. Can I use BookBook?
- Will my keyboard fit in BookBook for iPad Pro?
- See all 9 articles
- BookArc möd for MacBook
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BookBook for iPad
- BookBook for iPad Pro 10.5 inch & 12.9 inch Owner's Manuals
- BookBook for iPad & iPad mini Owner's Manuals
- How is BookBook different from other cases?
- What can I do if the edges of the iPad sleeve are raised?
- Where is BookBook manufactured?
- Will BookBook automatically turn the iPad off when closed?
- See all 20 articles
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BookBook for iPhone 6/6Plus, 7/7Plus, 8/8Plus & X
- Will the BookBook case demagnetize my credit cards? Or will the iPhone?
- Can I access the controls and charge/sync my iPhone in the BookBook?
- Will BookBook interfere with my wireless signal?
- Can BookBook wear the oleophobic coating off my iPhone screen?
- What can I do if my voice sounds muffled with my iPhone in BookBook?
- I like BookBook but I'm afraid of losing my phone and wallet at once.
- See all 17 articles
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BookBook for iPhone 6/6 Plus
- Will the BookBook case demagnetize my credit cards? Or will the iPhone?
- Will BookBook impact my wireless signal?
- Can the BookBook wear the oleophobic coating off my iPhone screen?
- What can I do if my voice sounds muffled with my iPhone in BookBook?
- How do I talk on the phone with my iPhone in BookBook for iPhone 6/6 Plus?
- I like BookBook but I'm afraid of losing my phone and wallet at once.
- See all 12 articles
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BookBook for iPhone SE/5s
- I'm afraid of losing both my wallet and iPhone at once.
- Can the BookBook wear the oleophobic coating off my iPhone?
- What is the benefit to keeping my iPhone in BookBook for iPhone?
- How do I remove my iPhone from BookBook without damaging the cover?
- Can I use BookBook on my white iPhone?
- Will the iPhone demagnetize my credit cards?
- See all 14 articles
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BookBook for MacBook
- Will BookBook fit in my computer bag?
- Will the zippers scratch my MacBook?
- How is BookBook different from other cases?
- Which corners of my MacBook Pro do the elastic straps go on?
- Does Twelve South recommend cleaning or conditioning the leather?
- Will my MacBook Pro overheat when used inside BookBook?
- See all 14 articles
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BookBook Rutledge for MacBook
- Will BookBook fit in my computer bag?
- How is it different from other cases?
- Why keep my MacBook inside BookBook?
- Will the 15-inch fit my non-Retina Pro (pre mid-2012 model)?
- Why does the leather feel different from the brown BookBook?
- What kind of leather is used in Rutledge BookBook?
- See all 9 articles
- CableSnaps
- CaddySack
- Compass
- Curve
- Fermata
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Forte for Apple Watch
- Forté for Apple Watch Owner's Manual
- The body of Forté is so heavy, why is the Forté charging disc ring so light?
- Where can I buy a Forté Stand for Apple Watch?
- Forté is a “Full-Featured” Apple Watch stand? What does that mean?
- What materials is Forté made of?
- Is it easy to remove my Apple Watch Charging Disc for travel?
- See all 7 articles
- GhostStand for MacBook
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HiRise 2 and HiRise 2 Deluxe for iPhone and iPad
- HiRise 2 & HiRise 2 Deluxe Owner's Manuals
- Does HiRise muffle my iPhone speakers?
- Does HiRise block access to the headphone jack on my iPhone?
- Can I use HiRise with my 12.9" iPad Pro?
- Will HiRise 2 & HiRise 2 Deluxe work with my case?
- How long are the cables that come with the HiRise 2 Deluxe?
- See all 8 articles
- HiRise Duet
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HiRise for iPhone/iPad (v1)
- HiRise (v1) & HiRise Deluxe (v1) Owner's Manuals
- Can I use HiRise with my iPhone 4/4S or my iPad 3?
- What is the benefit to keeping my iPhone on a HiRise?
- Does HiRise muffle my iPhone speakers?
- Does HiRise block access to the headphone jack on my iPhone?
- Can I undock my iPhone from HiRise with one hand?
- See all 13 articles
- HiRise for iMac
- HiRise for MacBook
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Journal for iPhone
- Journal for iPhone Owner's Manual
- Can Journal wear the oleophobic coating off my iPhone screen?
- What are the differences between Journal and BookBook for iPhone 7/7Plus?
- What kind of leather is Journal made of?
- How many card slots are in the Journal?
- Can I use wireless charging with my iPhone in Journal?
- See all 7 articles
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MagicBridge
- MagicBridge Owner's Manual
- What is MagicBridge made of?
- Is it hard to remove the keyboard and trackpad?
- Is it compatible with a Bluetooth Wireless Keypad, such as the one made by Belkin?
- Can I access the power buttons and Lightning ports if the Trackpad is on the left?
- Will it slide around on or scratch my desk?
- See all 7 articles
- MagicWand
- PencilSnap
- PlugBug World
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Placing and Updating Your Order
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Billing and Refunds
- Will my original shipping be refunded if I return my item?
- My credit card has expired. How am I going to receive my refund?
- How long will it take for a refund to be issued?
- I placed one order, but two (or more) charges are shown on my credit card account. What happened?
- When can I expect my refund to post to my account?
- Placing an Order
- Order Changes, Corrections, Cancelations
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Billing and Refunds
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Pre-Orders & Out of Stock Items
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Pre-orders for Out-of-Stock products
- My pre-order was canceled due to my credit card being declined. When can I place a new order?
- What will happen to my pre-order if my credit card is declined?
- Why was my pre-order canceled, and what do I do now?
- I’m ordering more than one item, but one of the items is not currently available to ship. If I chose a paid shipping option and the pre-order is canceled, will I receive a shipping refund?
- Will I have to pay shipping twice if I’m ordering more than one item, but one of the items is not currently available to ship?
- I’m ordering more than one item, but one of the items is not currently available to ship. When it’s back in stock, what shipping method will be used to ship my pre-ordered item?
- See all 16 articles
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Pre-orders for Out-of-Stock products
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Shipping, Tracking & Delivery
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Shipping OUTSIDE THE U.S.
- Are the import fees included in the shipping fee?
- Can I have my order shipped as a gift, sample, or with a lower declared value?
- If I refuse my shipment or if it's returned by the carrier as undeliverable, will I receive a full refund?
- How do I pay the VATs and duties on my purchase?
- May I have my order mailed through the US Post Office?
- May I have my order shipped to a hotel?
- See all 9 articles
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Shipping
- Will my order be reshipped if the carrier returned it to Twelve South?
- May I have my order shipped to a hotel?
- Does Twelve South provide shipping refunds?
- How do I determine my shipping costs?
- Is expedited shipping available?
- Can I have my order mailed through the US Post Office?
- See all 14 articles
- Tracking
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Delivery
- May I change the address for my order?
- What if my 2nd Day or Next Day Air shipment arrives late?
- What should I do if package tracking says it was delivered but was not?
- Can I have an order delivered on the weekend?
- Is expedited shipping available?
- Does Twelve South require a signature for the delivery of packages?
- See all 7 articles
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Shipping OUTSIDE THE U.S.
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Returns, Exchanges & Warranty Claims
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Returns, Exchanges, and Warranty Claims
- How do I arrange for a replacement if my product was damaged in shipping?
- I received a duplicate order. How do I fix this?
- What should I do if I received a different item from what I ordered, or am missing an item?
- Can I just enclose a note with my return to communicate a change about my replacement?
- May I receive a warranty replacement if my product was altered?
- Can I get a replacement if not purchased from an authorized reseller?
- See all 16 articles
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Warranty Information
- Under what circumstances will Twelve South cross-ship my replacement?
- May I keep the defective product, or do I have to send it back to Twelve South?
- When will Twelve South pay for shipping, and when will it be my responsibility?
- My Twelve South product was purchased or shipped to me in the US. May I have my replacement shipped to another country?
- I've modified my product. May I still get a warranty replacement?
- Will Twelve South substitute a different product as a warranty replacement?
- See all 13 articles
- Replacement Parts
- Third-Party Accessories
- Counterfeits
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Returns, Exchanges, and Warranty Claims
- Support Portal
Contact Us
COVID-19 Virus Update: Twelve South remains open and appreciates your continued support and business immensely. However, due to our team working remotely, the only way to reach us is via email. We monitor email closely and will typically reply the same day during normal business hours (see below). Please reach out with your order number, concern or question at support@twelvesouth.com.
Need a warranty replacement? Please submit your request here.
Twelve South Business Hours
Monday - Friday
9am - 5pm Eastern Standard Time (US)
Except on the following holidays:
- New Year's Day (January 1st)
- Memorial Day
- Independence Day (July 4th)
- Labor Day
- Thanksgiving Day
- Friday After Thanksgiving
- Christmas Eve (December 24th)
- Christmas Day (December 25th)
- New Year's Eve (December 31st)