Customer Service FAQ

For assistance, please select your inquiry from the dropdown, below.

Shipping & Returns

How long will it take my order to ship?

If Standard Shipping is selected, your order will arrive within 3-5 business days. Please note, personalization can take up to an additional 2 business days.
For faster shipping times, please see expedited shipping options at checkout. 

 

Do you ship internationally?

Yes! We ship nearly anywhere in the world. You’ll be able to select local or international shipping options once you have entered your address during checkout.

 

Please note - some international shipping destinations outside of the U.S. may incur additional customs charges upon arrival, depending on the country (including Canada). All return shipping costs for international orders are the responsibility of the purchaser.

 

Why isn't my tracking updating?

As this is the busiest season for our postal service and other couriers, sometimes there are delays in their tracking systems but they should be rectified within a day or so. If you see no movement or change for 5 business days, please feel free to reach out to our CX team.

 

How do I return product?

If you’re not satisfied with your Courant purchase, visit our returns policy page here. You’ll find more details on how to proceed with your return, if it qualifies.

 

What if my gift recipient wants to exchange or return their item?

All returns and exchanges can be done for the holiday season before January 31st - this includes orders placed from Black Friday sales and onward. Any orders placed after December 25th will be subject to our regular return window (30 days).

 

I placed an order, but I need to make a change.

Reach out to our customer service team at customer@staycourant.com to make a change as soon as possible. Please note, we cannot guarantee changes will be made before your order ships so be sure to check your order information prior to completing checkout.

 

One of the products I ordered is marked Pre-Order, but I ordered other products too. When will they ship?

When an order contains both in-stock and pre-order items, we ship what is available immediately and then ship the pre-order items once they’re available. You’ll find the expected ship date of your pre-ordered items on your order confirmation email.

Monogramming & Gifting

I’m giving Courant as a gift - Any recommendations?

Great choice! Courant’s wide catalog of colors and styles offer the perfect gift for anyone on your list — from best sellers and monogramming options to gift cards that are perfect for the hard-to-shop-for someone.

 

What can I personalize?

Personalization is now available on all CATCH and MAG products. Add a combination of 3 letters to your charger for a unique, just-for-you touch. Once you select your product, you’ll see all lettering options available in the customizer.

 

How do I do it?

Select the “ADD ON MONOGRAM” button below the “ADD TO CART” button to open the customizer. Add your combination of 3 letters, select your lettering colorway and “ADD TO CART” to proceed.

 

Will personalization take longer?

Yes! Please note that personalization can take up to an additional 2 business days. 

 

Can I return a personalized product?

Courant devices that are personalized are final sale and can not be returned. Please be sure to check compatibility, color choice and correct lettering prior to submitting your order!

 

Can I include a gift note?

Add a personalized message at checkout when you see the “Add a gift note?” field in your shopping cart. Simply check the box and type your message.

 

 

Classics v Essentials Collections

What’s the difference?

Our Classics and Essentials collections share the same internal technology and interiors-inspired forms. The difference comes in their finishings and fabric selections.

 

Our Classics Collection features luxe Italian leather from regions of Santa Croce, Italy known for supplying major fashion houses. Fabric textures vary across our rich and neutral palette - from pebble grain to smooth and marbled leather. All colorways come with a complementary weighted aluminum base.

 

Our Essentials Collection features premium Belgian linen from West Flanders, Belgium. The same carbon-neutral facility that supplies to global interiors brands. All shades are neutral and home-inspired and feature the same durable, linen weave. All colorways come with a complementary soft-touch matte base.

 

All colorways come with a complementary weighted aluminum base.

Note - the output wattage of CATCH:2 is slightly less in the Essentials colorways vs the Classics colorways.

CATCH v MAG Suite

What’s the difference?

Our CATCH and MAG suites differ in both form and the technology used.

 

Our original CATCH suite uses Qi wireless charging technology to charge your phone using a drop-and-charge coil design. This technology best supports iPhone 8-11 and other compatible devices from brands like Samsung and Android (check the full compatibility list here).

 

Our newest suite, MAG, is compatible with Apple’s new MagSafe-technology for their iPhone 12 and newer models. This uses a magnet (already inside these phone models!) to attach for perfect-every-time alignment.

 

You should expect the same unique colorways, luxe materials and special design between our Essentials and Classics collections.

Device & Case Compatibility

How do I know if my phone is compatible?

Once you identify your phone model, simply shop by device on our SHOP ALL page. This will show you all compatible models to complement your phone’s charging technology in a range of colors and materials.

 

Looking for a list of compatible models between our collections, check out our guide. 

 

What about my AirPods?

Some models of earbuds do not come with a wireless charging case. Be sure that the model of your device is wireless-charging compatible before attempting to charge with the Courant charger.

 

Generation 2 AirPods and AirPods Pro come with a wireless charging case and are compatible with wireless chargers like ours. To check if your AirPods are charging, the status light on your AirPods should turn on for several seconds and then turn off while they continue to charge. You can check the battery level of your AirPods via your other devices and check out Apple’s support page for further information. If the light is green on your AirPods, your AirPods and case are fully charged.

 

What about my iPad?

Unfortunately, iPad models require a higher output wattage to charge. At this time, the output of Courant chargers is not recommended to power up your iPad.

 

Can I use a phone case with my Courant charger? 

Of course! For our CATCH collection, we recommend using a flat case up to 3mm thick for best results. That means avoiding sticky wallets, pop sockets or loopy cases - anything that could prevent your phone from lying flat and allowing the charge to pass through.

 

For our MAG collection, we recommend using a MagSafe-compatible phone case with your iPhone 12 & above.

 

Troubleshooting

I’m having charging or connectivity issues - what do I do?

If your phone or earbuds are compatible but not charging on your Courant device, a hard reset might be necessary. First, unplug the charger for 1 minute, and ensure your phone is up to date on all software. Restart your phone and plug the Courant charger back in.  

 

Most of the time this clears the technical issue, but if you find the problem persists, please reach out to our customer support team for further assistance at customer@staycourant.com.

 

How long should it take to charge my device?

This will depend on a number of factors - the plug being used, temperature in the room, case type, personal settings, etc., but most compatible phones charge from fully dead to fully charged in about 3 hours. Most compatible earbuds will charge from fully dead to fully charged in about 90 minutes.

 

My earbuds won’t charge - Why?

Some models of earbuds do not come with a wireless charging case. Be sure that the model of your device is wireless-charging compatible before attempting to charge with the Courant charger.


Generation 2 AirPods and AirPods Pro come with a wireless charging case and are compatible with wireless chargers like ours. To check if your AirPods are charging, the status light on your AirPods should turn on for several seconds and then turn off while they continue to charge. You can check the battery level of your AirPods via your other devices and check out Apple’s support page for further information. If the light is green on your AirPods, your AirPods and case are fully charged.

Contact

How can I contact your team?

For order inquiries and product support, please contact our customer service team at customer@staycourant.com. For press inquiries, please contact our team at press@staycourant.com. For partnership inquiries, please contact our team at partnerships@staycourant.com.

 

We’re looking forward to hearing from you!

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