Frequently Asked Questions
To help you make your decision, we have answered your most popular questions here:
Are your products really made by hand?
Yes! Every one of our products is made by hand. We work closely with very skilled craftsman in bookbindery and leather goods. You'll note that on some of our iPhone cases and our leather bags, the signature of the craftsman who made that bag is present. This is why we proudly say, “Durable goods, artisan-made.”
What is full-grain leather?
Full-grain leather is the pinnacle of what leather can be. We use it to craft our bags, accessories, and cases. Full-grain leather is sturdy enough to give structure yet, is luxuriously soft to the touch. It hasn't been manipulated by humans sanding it down, so it incorporates the life of the animal, but rarely has significant flaws. Because it is preserved and intact, the leather fibers themselves are durable. Instead of wearing out, it'll wear in and gain a rich patina, giving life and character to each leather piece.
How do I care for my leather products?
The best way to care for full-grain leather is to simply use it with your hands as natural oils condition the leather. If you want to refresh your leather or reduce some marks we recommend using our Leather Balm or Leather Cleaning Kit. We specially formulated them to refresh, rehydrate, and weatherproof your leather as it ages. For the ultimate leather TLC, check out our Leather Care article!
What is Buckram Linen?
Harkening back to the age of scholarly endeavors, we use a unique cloth material that has been woven to become incredibly strong and durable. The Contega Series, both the Linen and the Thin, stemmed from a love of traditional hardbound books and the bookbinderies that make them. This Buckram linen is the very same that's used in the Library of Congress to craft these cases, it preserves the longevity of the iPad and feels amazing in the hand.
What is the 100% Satisfaction Guarantee & 30-Day Money-Back Promise?
Benjamin Franklin once said, "In this world, nothing can be said to be certain- except for death and taxes." Well, there is a third thing he didn’t mention and that’s our guarantee. For the first 30 days, if you are not 100% satisfied with your Pad & Quill item, no matter the reason why, send it back in like-new condition for a refund.
We aren't able to extend this guarantee to personalized cases, those are built just for you. No one else quite has your impeccable taste.
What does the 25-year leather warranty include?
Leather endures. Like Washington's soldiers at Valley Forge, leather marches on despite adverse conditions. Know what else is unrelenting? Our leather bags and cases. You'll depend on these items for 25 years. We will back you up as long as the product is used under normal conditions and for the purpose intended. Basically, if one of these items fails during the two and a half decades due to a manufacturing defect, we’ll make it right.
What is covered by the 10-year wallet warranty?
The average man carries his wallet for 7 years, but Pad & Quill's wallets are so beautifully resilient, we think you'll want to carry it for at least a decade. Therefore, we guarantee our full-grain leather wallets will be your faithful companion for 10 years, at least. We will have your back if anything happens over the next decade due to a manufacturing defect.
What is your book bindery warranty?
Our book bindery work is warrantied for 1 year on all Linen Buckram products and 60 days for all other book cloth products. We will back you up as long as the product is used under normal conditions.
What does the lifetime wood warranty entail?
Stuff happens to cases. Dogs happen, cats happen, kids especially happen… Sometimes it’s forgetting your iPhone or iPad on the roof of your car that happens. Trust us, we've been around for 10 years and have seen it all... we know. For the life of your wooden frame (eg. Luxury Book, Contega Linen, Cartella Linen) we will replace your wood cradle and ship back to you, free of charge. Please contact customer service and let them know you are sending in your case for a facelift. We will send you back a very happy one with all-new wood. Our repair team loves good jokes so please include one in your package to brighten their day!
What is "normal wear and tear"?
Normal wear and tear is the natural breakdown of natural materials over a long period of time of regular use. Once your item has gotten enough mileage, you may notice some scuffs, indents, or a slight change in color near key stress points. As with any well-made item, this can happen over the course of a lifetime of service and is not a failure in craftsmanship. In fact, it's a celebration of it! Your item will see many adventures and will begin to show off that unique story.
All of our customers have different needs and uses. Therefore, their wear-and-tear on their PQ items varies. Proper care such as cleaning and oiling your leather, following product guidelines, and rewaxing the canvas, will help extend the life of your Pad and Quill item. If your Pad and Quill item is gleaming with the pride of a lifetime of use, we sincerely hope you'll consider purchasing a replacement from us.
What isn’t covered?
Our warranty covers faults in materials and workmanship but does not apply if the damage is caused by unreasonable use or neglect, normal wear and tear, or if you’ve changed your mind a couple of years down the road. Likewise, fluctuating fit, abuse of the product, performing MacGyver-like edits, and disregard for the product care instructions are not covered. It’s why we are sure to mention “within normal parameters.”
Check below to see if you match any of these profiles. If so, your product has a good story to tell, but it's not covered:
- The Super Stuffer: Our wallets are made of full-grain leather and parachute-grade stitching. It's pretty hard to rip the stitching, but it isn't impossible. Each wallet is designed to hold a specific amount of cards. For our iPhone cases, that means about 1-2 cards per slot. Respect the stitch!
- The Modifier: Putting rivets in our bags or custom stitch patches are really cool, honestly. But it does void the warranty.
- The Accident-Prone Klutz: Spilled paint on the product? Dropped it from the roof of a skyscraper? Fell into the ocean? You have a great story to tell new friends.
- The Deep Sea Diver: You might think swimming with our leather goods is a great idea, but it's not. Leather is water-resistant but if it sees too much water it dries out and cracks. Remember, our leather balm/oil is your friend for the coming decades.
- The Preference Changer: If you no longer really like this color, upgraded to a new device, it looked at you funny, whatever the reason… If it's not in new condition and within 30 days from the ship date, we recommend you gift it and become a legend to one of your friends.
- The Daredevil: You beat your PQ product, really hard. You put it into major jiu-jitsu holds and it gets the living life beat out of it. Let's call all that scarring, marks of glory…but not covered under our warranty.
- The Screen Shatterer: Our cases are very protective, and device fatalities with them extremely rare. If anything happens to your device, please reach out to Apple directly to get it repaired.
How do warranty repairs work?
Here at Pad and Quill, we know that you work hard and play hard, and we will do our best to get you back into the groove of things. All repairs must be sent in and approved by our repair team. Please visit our "Returns, Repairs, and Changes" section to get the ball rolling.
If you have any questions about if your item and its warranty, please reach out to us at any time.
When will I receive my order?
Most items will generally head out the next business day. If the item a pre-order, the shipping timeline will appear throughout the process. We try our best to keep you in the loop upon color selection, checkout, and on your receipt.
What domestic shipping services do you use?
Within the US, we offer to ship through either USPS or FedEx. Options range from our free, first-class shipping to overnight shipping for an additional fee. We use FedEx for our fastest options. It’s worth noting, they have multiple services under the “Overnight” umbrella. The FedEx options offered on the side does not include shipping on the weekends.
Do you ship internationally? Will you ship to my country?
We do! We ship using FedEx International Priority, they'll ship almost anywhere globally in 2-3 Days.
What about international import costs and Value Added Taxes (VAT)?
Please be aware that the majority of countries require you to pay import taxes upon the time of receipt. Remember that thing Ben Franklin said? It’s one of the certainties in life, and there’s no (legal) way to get around those taxes. These can vary from state to state, and even can range from neighborhood to neighborhood. We let you know about these upon checkout, and it may be worth looking into what your local government charges to avoid any surprises. Also, we cannot mark our cases as a "gift" or lower than they truly are. Your country sounds lovely, truly. However, the idea of experiencing it from a jail cell does not.
Leather Bags & Wallets
How do I care for my bag?
The number one way is to use it! The usage and handling of full-grain leather will naturally soften the leather. The leather comes fully tanned, oiled, and weatherproof. If you want to recondition it and reduce scratches or markings we recommend using our leather balm and leather cleaner kitthat’s been specially formulated to rehydrate, refresh, and weatherproof your leather as it ages. To really show your leather some love, please visit our leather care article!
Our premium Twill Waxed canvas is water-resistant and will wear for many years. You may want to refresh your canvas about every couple of years. Treating it to some of our canvas wax will help keep it supple and vibrant. It brings back the original waxing and works wonderfully.
Why do I see markings on my leather?
That is the nature of our American full-grain leather, it will incorporate the natural life of the herd and it’s life with you. These markings tell the story of your bag and wallet. If you really don’t like marks to show, we’d suggest opting for our Galloper Black color. Also, you can reduce ‘story’ acquired on your item by a generous treatment with our high-quality leather oil and cleaner. We love the results with our rugged bags and well-loved wallets.
What is the warranty on your bags & wallets?
Your PQ wallet is covered for the next decade and your bag for the next quarter-century. Seriously. Our bags and wallets are built to last...and last...and then some. They are made from the best leather, hardware, and thread on the planet. Our craftsmen and women create each item with honed precision. We warranty that craftsmanship for the years to come. We will back you up as long as the product is used under normal conditions. To see what makes an item ineligible for our warranty, see our Warranty Section.
What does your warranty cover on your iPhone cases?
Our leather iPhone cases and wallets are warrantied for 25 years. We offer a free lifetime wood repair and strap repair service as well. Simply contact us and we’ll get your case fixed up! We’ll repair it, and send it back to you on our dime. All you have to do is make sure it arrives safely into our warehouse. For more information see our Warranty Section.
What is the break-in period for my case?
We love break-in periods around here. The ugliest your case will ever be is the first day you get it, that’s our honest belief. The beauty comes from using it, breaking it in and telling your story on it. American Full Grain leathers are stiff. Really stiff. This is due to the quality of the leather and how it was carefully tanned at our factory. Your iPhone case will initially need to break in with usage. You can accelerate the break-in period by applying our Pad & Quill leather balm/oil.
How do I care for my Heritage iPhone case?
Veg-tanned leather will darken with use and exposure to the sun. To speed up the leather aging process, apply a coat of leather balm (included) and leave your case in the sun for a day or so to develop a rich tan. Every 6 months we recommend refreshing the leather with a new treatment of leather balm to keep it healthy. Once a year we recommend cleaning the leather using our Leather Oil & Cleaner Kit. Water will stain veg tanned leather. Keep your case away from water for at least the first month of use. This allows time for the fibers to become more flexible and absorb more oils to improve their water resistance.
Why are there markings on my case?
Natural leather will incorporate the life of the hide, and it can vary. The marks you might see are veins, proof of a tousle in the herd or even a freckle.
How can I make sure my case has/doesn’t have marks?
Markings are a gorgeous component of full-grain leather and make each piece unique. It’s a bit of a lottery for markings on our cases, some have more, some have less. Markings are celebrated by the leather-loving community. Some people love markings, and some don’t. If you would like to reduce those markings, we recommend our leather balm and kit. These products will help buff any marks and nourishes the leather. Not liking your case even after balm? Please do reach out to us. We'll do our best to make it right.
What’s the difference between the Bella Fino and Luxury Book?
Both are made of the same, high-quality leather that we use in all of our bags and wallets. Also, they are excellent wallet cases! However, there are a few key differences between the two. The Bella Fino is adhesive based, and a bit lighter in the hand. The Luxury Book has a wooden frame and an elastic strap. If you’re looking for a slim, minimalist look, we’d suggest the Bella Fino. If you need an ultra-protective case that can rough and tumble along with you, the Luxury Pocket Book is probably the way to go.
What is the difference between the Luxury Pocket Book and Little Pocket Book?
The Luxury Pocket Book uses a premium American Full Grain leather that wears and patinas to tell your story. The Little Pocket Book utilizes a durable but more economical top-grain that keeps a very consistent appearance.
Do your iPad cases provide protection?
Yes! Although we cannot guarantee the protection of your iPad in our case, we're confident you will find our line of iPad cases to provide excellent damage protection. Plus, our design is so close to a real book that it's like an old-world cloaking device, deterring thieves.
What does your iPad case warranty cover?
Our leather iPad cases are warrantied for 25 years. We will back you up as long as the product is used under normal conditions and for the purpose intended. All of our wood iPad cases offer a free lifetime wood repair and strap repair service as well! Our Linen Buckram iPad cases come with a 1-year warranty. If something happens, and you need to get your case back into fighting shape, please take a moment to visit our Warranty Section to learn more.
How does the case hold the iPad in place?
Most of our cases use a clean-release, reusable adhesive that is incredibly strong. Simply apply the clean iPad onto the specially formulated adhesive, and head out. It really is that easy, and it really is that amazing. The others use our amazing wooden frame outfitted with our patented SureLock Bumpers System to grip onto the iPad.
What is the SureLock Bumper System?
In a nutshell? Fumble insurance. The SureLock system was introduced in 2012 to offer a more secure fit in our wood frames and make the wood structure even stronger! It’s elementary, my dear Watson.
How do I know if my iPad fits your case?
Each product page lists the iPad devices that fit in the case shown. Please note, each generation of iPad generally requires a unique case. Unsure of which iPad you have? Give your model number a quick Google.
Do your cases provide protection?
Yes! Although we cannot warranty the laptop itself, we're confident you will find that our cases provide excellent drop protection. Our cases even have built-in theft-deterrence, since their design is so close to the vintage portfolios of old.
How do I know if your case will fit my laptop?
Each product page lists the exact Macbook devices and year models that fit the product shown. If you’re unsure, give your model number a quick Google. It will help confirm which laptop you’ve got, and help you in the search for a case! Your MacBook may have different dimensions than previous generations, even if they share the same name. Apple's naming system can be hard to parse at times and our CS team would be thrilled to chat all things MacBook.
If you’ve got a non-Apple laptop, things get a bit more interesting. Each of our cases has the exact dimensions listed. You can take a look at them and determine if they’d be a good fit. It’s always worth giving it a shot, especially with our stellar return policy. Also, if it fits, let us know! We love hearing success stories. We tip our hats to you, intrepid laptop explorers.
How does the Cartella Slim hold onto my MacBook?
The Cartella Slim case uses our specially designed 3M residue-free secure-locking adhesive that holds thousands of MacBooks, iPhones, and iPads in place. It is designed to be reused and reattached multiple times, but will never let your MacBook go... until you want it to. We use them daily and it’s awesome.
How does your Cartella Linen Case work?
The Cartella Linen case uses our high friction coefficient bumper material to provide a snug fit. That’s math talk for secure rubber bumpers. All set to head out? Secure your laptop with the strap, and you’re good to go.
What does your warranty cover on your MacBook cases?
Our bookbound Linen Buckram MacBook cases are warrantied for 1 year. With proper care, they will last many more. We will back you up as long as the product is used under normal conditions and for the purpose intended. All our MacBook cases offer a free lifetime wood repair and/or strap repair service as well! For more info, please visit our Warranty Section.
What does your warranty cover on your MacBook sleeves?
Our leather MacBook Valet Bags are warrantied for 25 years. We will back you up. See our Warranty Section for more details.
Apple Watch Bands & Accessories
What is the warranty on your Apple Watch bands?
Our leather Apple Watch Bands are warrantied for 25 years. They are stitched by artisans who have received an heirloom of information. They have inherited techniques immune to modern flimsiness, and craft with old-world techniques. We warranty that craftsmanship for decades. We will back you up as long as the product is used under normal conditions and for the purpose intended. We aren't able to warranty against "character" in your band. This includes sweat, water, and grease stains. For more information see our Warranty Section.
What is the warranty on your hardwood stands?
We've got a 2-year, comprehensive warranty on all of our wooden stands. Should anything go wrong, please do reach out to us!
Are your Apple Watch bands waterproof?
Our full-grain leather bands are designed as fine pieces of leather artwork. Like any fine leather item, the bands are naturally water-resistant but are in no way waterproof. With that said, if your band is exposed to water or sweat we leather balm highly recommend you condition the bands with ourafter the leather dries.
Will your band work with my Apple Watch?
Great question! We offer a band for every generation of Apple Watch. Please carefully check that our bands will work for your specific Apple Watch, or feel free to run your selection by our CS team. They'll be happy to point you in the right direction.
Returns, Repairs, and Changes
How do I contact you?
We’d be happy to hear from you! You can contact us at: email@example.com at any time. Feel free to drop us a line via phone (1-844-665-2142) or live chat M-F 9am-5pm CST. Please note: war drums, smoke signals, or carrier pigeons will have a delayed response time of 6-8 years.
If you have an immediate concern that needs to be addressed ASAP, please give us a call or a chat. We respond to emails in the chronological order that they were received, writing in via email multiple times won’t move you up in line. Calling/chatting in is the fastest way to get your issue resolved, and our CS gurus are delighted to hear from you. Curious to meet the team and see what we're all about? Come and meet the team!
How do I return my product?
We’re sorry to hear it didn’t work out but are happy to help! Please get in touch so that our PQ Guru's can take care of you, and approve your order for a return. Items that haven’t been processed, are ineligible for returns and will be sent back to you. Just a heads up, we aren’t able to cover any return shipping fees.
How do I get my product repaired?
We’d love to get your item in for a little TLC. Please to get an approval and repair form. This will ensure your product gets the care it needs and can find its way home to you. All repairs must be sent in and approved by our repair team. We aren’t able to cover shipping into us, but we will fix up your item and ship it back to you for free!
Most repairs take 1-2 weeks. Due to their intricacy and depending on the in-depth nature of the repair, a bag repair takes approximately 4-6 weeks. We know it's hard to part from your beloved PQ item, but we will do our very best to get your item shipshape in a timely manner.
Do you offer exchanges?
We aren't able to process exchanges. We would be happy to get your like-new item back in for store credit, as long as it's within the 30-day window. In this case, we suggest opting for store credit, it's days faster than a refund. Simply contact one of our PQ Guru’s and we will take care of you. Let them know by emailing yinrenqun@jjnusa , or even via live chat (M-F 9am-5pm CST)!
Can I edit my order?
After the order has been placed, we aren't able to edit your order. Customer service would be happy to help process a cancellation and place your new order. However, we offer free First Class shipping on our domestic orders, so feel free to swing by and pick up any accessories you may have your eye on!
How do I cancel my order?
Please let us know as soon as you’ve arrived at your decision. Contacting us by phone or live chat during business hours is the fastest way to get your order canceled. Typically, orders can be canceled within the first 24 hours. If you’re reaching out via email, please include "Cancel Order". Our gurus will be able to spot the cancelation and can arrange it as soon as possible. For even faster service, include your order number in the subject line as well! It's a big help to the team and gets your cancellation in process. Once the carrier has picked an order up for shipment, orders can no longer be canceled.
Privacy & Security
Your payment and personal information is always safe. Our Secure Sockets Layer (SSL) security is the leading industry standard and among the best available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address. This information cannot be read over the internet.
We respect and are committed to protecting your privacy. We may collect personally identifiable information when you visit our site. We also automatically receive and record information on our server logs from your browser including your IP address, cookie information and the page(s) you visited. We will not sell your personally identifiable information to anyone, ever.