Terms & Conditions

Sales Order General Terms

General Terms and Conditions shall govern the sale and supply by Protocase. Any additional or different terms or conditions proposed by Buyer in any purchase order or otherwise are hereby rejected. If a contract is not earlier formed by mutual agreement in writing by both Protocase and the buyer, acceptance of any goods or services shall be deemed acceptance of the terms and conditions stated below.

Customer-Submitted Designs - General

It is understood that the enclosures, parts or components you order were not designed by Protocase, nor does Protocase have any control over their use or misuse once delivered to you. If Protocase staff helps you create or modify a design, or offers suggestions or advice in any other way, such suggestions or advice are to be regarded as general suggestions only, and offered without responsibility for errors or omissions. Timely performance is dependent upon Customer providing any requested information to Protocase, i.e. drawing approvals, commercial documentation etc

Protocase "Design Services"

When engaged to provide "design services", Protocase will supply drafting services to create CAD designs, under your direction, using design details, drawings or sketches, verbal descriptions, components, or other guidance or information provided by you. You own any and all CAD drawings produced as a result of this engagement. You must approve the final drawing before it enters manufacturing. It is your responsibility to ensure that the final design is suitable for your purposes. Quotations are based on the information provided by you at the time the quote was given. Should the scope of the project change, Protocase reserves the right to adjust the estimate. Quoted prices include time to create the design, plus two iterations. If further iterations are required, Protocase reserves the right to adjust the estimate. Should it become necessary to adjust our estimates, Protocase will make every effort to inform you as soon as possible. Please note that additional lead time is required for design services. The total time to have a design services enclosure built is the sum total of the design services lead time, time that you take to approve the design, plus the manufacturing lead time. Protocase will make every effort to maintain customer privacy in the normal course of business. However, if there are specific requirements for secrecy or non-disclosure, then arrangements should be made in advance.

Protocase Designer

Protocase performs an internal design check on all customer-submitted designs from Protocase Designer. If the design check fails, Protocase will send additional e-drawings to the customer for corrections or verification. If the Protocase technical team has any questions about your submitted file, you will be notified via email, otherwise you will receive an "InProduction" email confirming both your job details and the target ship date. When you select digital print or silkscreen for graphics, this will be reviewed as well. If the graphics team has any questions again, you will be notified via email.

My Account Portal Usage

My Account portal usage, unless we receive instructions otherwise, belongs to the organization. If an individual working at your organization who previously had registered for My Account leaves your organization, it is the responsibility of the organization to advise us. The successor of the individual who departed your organization must register for My Account in order to gain access to your organization's account in Protocase My Account.

Fabrication Tolerances

All goods shall be fabricated to the standard tolerances published at www.protocase.com. Protocase shall only be bound to customer-specified tolerances if explicitly agreed to in writing.


Compliant material availability is subject to change on customer orders with REACH/RoHS requirements.

Lead Time

Refers to the number of business days required to manufacture goods, starting from e-drawing approval, or in-production confirmation.If Protocase suffers delays in performance due to any cause beyond its reasonable control including, but not limited to, fire, flood, unforeseeable natural catastrophe or delay in obtaining materials, internal equipment failure, manufacturing errors, Protocase is able to promise best effort only, and shall not be liable for delays or any incidental and/or consequential damages.

Setup Fee

This applies to new or modified parts. Not charged on re-order of identical parts.

Silkscreen & Digital Printing Setup Fee

Silkscreen and Digital Printed parts require a setup fee on all new or modified parts. These setup fees are non-recurring charges and will not be charged on subsequent orders providing the parts are directly reordered without modification.

Screen Production Fee

Screen Production Fee’s are recurring charges and will be charged on subsequent orders where applicable.


For orders that are to be paid by credit card. We accept Visa, Master Card, and American Express. Net 30 terms are available for repeat customers provided credit is approved by Protocase.

Late Payment Penalty

For customers with credit terms, there shall be a late payment penalty for any payment that is not timely made by the due date, in an amount equal to one percent (1%) of the payment due for each 30 days after the date due through and including the date paid. If any payment remains unpaid for a period of thirty (30) days following the due date, Protocase reserves the right to cancel all warranty.

Taxes and Duties

Taxes and Duties are not included in quoted price unless explicitly noted on quotation and invoice.

Delivery / Shipping

Shipping is included in quoted price if and only if explicitly noted on quotations. We ship the products by express courier unless otherwise agreed upon. Protocase cannot be held responsible for courier or customs delays or damage in shipment once the product has left our facility. Should you have any questions about your shipment please contact delays@protocase.com or your Account Manager.

Shipping Damages

In the event of shipping damage, we require the customer take the following steps: Have your receiver note the damage when signing for the package Supply a photo of waybill on the packaged box Supply a photo of the box, showing damaged area(s) Supply a photo of damaged part(s) Keep all merchandise and all original packaging, including cartons and contents until the claim resolution process is finished. It may be necessary to make the packaging available to FedEx for inspection.


Protocase warrants supplied goods will be free from manufacturing defects for a Period of 90 days. Goods are manufactured to the tolerances specified on this website. Protocase and its suppliers will not accept responsibility for goods improperly stored or handled. It is your responsibility to fully inspect all received goods for defects in fabrication, accuracy, missing items, and any other matters that could affect safety. All goods must be inspected within 7 days of receipt, and Protocase must be notified of missing or defective goods no later than the 8th business day. As a remedy, Protocase will either a) replace missing or defective goods, or b) provide a credit for the value of missing or defective goods. We regret that, due to the custom nature of our business, Protocase cannot provide refunds. Protocase is responsible for the cost of shipping replacement goods to customer. Customer is responsible for cost of shipping returned goods to Protocase.

Warranty for Protocase Service’s on Customer-supplied Parts

We are pleased to offer many services such as powdercoating and screen printing on customer-supplied parts. We strive to attain a high quality of our services, by carrying out such with the utmost of care, and in accordance with our standard procedures. However, in the event that defects occur, the available remedy is limited to rework to the best of our ability, or in the event that satisfactory results cannot be obtained through rework, the available remedy is limited to refund of fees charged for the service. In no circumstances will Protocase be liable for damage to customer supplied parts, so we ask that if you are shipping us something you send us 1.5 times the amount required and we will return to you the unused portion.


Once your order is received, if, for any reason, you must cancel your order prior to it entering production, you will be charged either 20% of your order or $75, whichever is greater. * We regret we cannot accept order cancellations once orders have entered production


In the event of a dispute the laws of Nova Scotia, Canada apply. Any litigation shall take place in that jurisdiction.