Frequently Asked Questions |Tigra Sport Europe

PRODUCTS

I can't find the right case for my phone?

At Tigra Sport, we offer a very large number of cases for different models and brands of phones: iPhone, Samsung Galaxy S and Note, Huawei, Google Pixel, OnePlus ... However, if you can’t find a case suitable for your phone model, we also offer 3 universal solutions to meet your different needs:

The universal adhesive tag, to stick to the back of your shell. Available in FitClic and FitClic Neo.
The universal waterproof cover, available in Motorcycle kit and Bike kit, also available in FitClic and FitClic Neo.
The universal cradle, available in Motorcycle kit and Bike kit, also available in FitClic and FitClic Neo.

All our universal solutions are displayed here:

How do I remove the U-TAG universal adhesive mount?

The universal adapter can be removed from your phone or case using a heat source, as a hair dryer. Be careful not to damage the device with excessive heat. Once the heat has been applied, try peeling the adapter off the device starting at one edge and working outward.

The 3M tape shouldn’t leave any residue. 3M tape is a single use adhesive and cannot be reused once removed.

We recommend that you stick the universal adapter on a case and not directly on your device, as you may damage your device by trying to remove it from your phone.

With which phones/cases can I use the universal adhesive U-Tag?

The U-TAG Universal Adapter uses a 3M adhesive that adheres to smooth, non-textured, non-porous surfaces such as plastic and metal. It will NOT adhere to rubber, silicon, polypropylene (PP), thermoplastic urethane (TPU / TPE), soft touch paints or hydrophobic coated glass (water resistant) that is found on the back of most modern glass-back smartphones. We strongly recommend that you use a case if your phone has a glass back.

Do you make cases for iPads/Tablets?

Unfortunately we do not make cases for iPads or Tablets.

However we do have an Adhesive Adapter which can be used on small tablets.

What about my Bicycle? Do I need a vibration dampener?

We have designed our Vibration Dampener to be used specifically with motorcycle mounts to reduce the levels of high frequency vibrations that can affect the image stabilisation on new smartphones. Currently this is only a known issue with some motorcycles, not bicycles.

The vibration damper is only compatible with FitClic Neo motorbike mounts.

My phone is still shaking with the vibration absorber installed, is it normal?

The vibration dampener must be both flexible and rigid, in order to protect your smartphone against vibrations, while ensuring optimal support, thanks to the Fitclic and Fitclic Neo fixing systems.

We have carried out numerous tests, under the most extreme conditions, to ensure the effectiveness of our product. Thus, we have found the perfect compromise between stability and protection, allowing you to protect your smartphone from vibrations that could damage it, while serving as a solid and secure mounting system.

However, you may observe slight vibrations, and this is not abnormal. You can find more information about the vibration dampener and engine vibration that it has been specially designed to compensate for on the product page here.

What is the vibration dampener/absorber ? Do I need it on my motorcycle?

In response to the increased sensitivity of the image stabilization modules of our smartphones, we created the Vibration Dampener. We recommend using the Vibration Absorber to make sure you have no problems, and thus, keep your smartphone accessible and in any situation confidently.

Which motorcycle mount is suitable for my motorbike / scooter ?

There are many models of motorcycles and scooters, with different configurations for handlebars. For some models, there will be no space available at the handlebar. You will therefore have to find another location for your phone. At Tigra Sport, we know very well the universe of motorbikes and have designed different bindings to adapt to each model of vehicle.

Mounting your phone directly on the motorbike handlebar,
Fixing on the mirror stem - for scooter mainly,
The attachment at one of the 4 trigger screws - configuration for any metric motorcycles with M8 handlebar retaining bolts,
The 1 inch ball RAM adapter - Adapter with a 2.54 cm diameter ball which will be mounted on a RAM MOUNT fixing, on one side, and equipped with a FitClic Neo mounting system on the other thus allowing to attach your phone.

I have an uncommon phone model, do you offer universal solutions?

We offer 3 universal solutions to meet your different needs:

The universal adhesive tag, to stick to the back of your shell. Available in FitClic and FitClic Neo.
The universal waterproof cover, available in Motorcycle kit and Bike kit, also available in FitClic and FitClic Neo.
The universal cradle, available in Motorcycle kit and Bike kit, also available in FitClic and FitClic Neo.

All our universal solutions are displayed here:

Can the U-TAG adhesive be replaced?

We do not recommend replacing the adhesive on your U-TAG, as we apply the 3M tape using a special 3M primer to ensure the tape adheres well to the plastic. The primer isn’t readily available and without it adhesion won’t be as good.

That’s why we recommend that you buy another universal adaptor if you need to replace the adhesive.

Please note that the product warranty will no longer be valid if you decide to replace the adhesive.

ORDERS AND INVOICING

My voucher does not work ?

If the promo code does not work, it is possible that it has expired or that the products you have in your basket are not eligible for this promo code. We advise you to check the error message you get in order to find out more.

If you think the code should still work, don't hesitate to contact us.

I have not received my promo code, what shall I do?

If you have not received a discount code after subscribing to the newsletter on our website, please check that the email is not in your spam folder.

If you cannot find the email, try to register again and make sure you have entered your email address correctly. You can also try an alternative email address if you have one.

If these two elements have been verified and you still have not received your reduction code, please contact us via the Contact section.

How to modify or cancel my order ?

If your order has not yet been sent, contact us as soon as possible, mentioning your order number and what you want to do: replace a product or cancel the order.

If your order has already been sent, we will unfortunately no longer be able to cancel it. Upon receipt of your order, you must contact our customer service to request a return.

What means of payment are accepted?

We accept payment by credit cards (CB, Mastercard and Visa) and PayPal.

My payment has been refused, what should I do?

In order to secure payments, our site requires authentication with the "3D secure" service for payments by credit card. This means that your bank will send you a code by SMS or email (depending on your bank) to verify that the payment is not fraudulent.

Unfortunately some cards are not 3D Secure compatible and you will not be able to use it on our site (gift cards for example).

It is also possible that the connection is interrupted at the time of payment, thus generating an error at the time of the transaction. In this case, we advise you to try again.

If you cannot resolve the problem, we advise you to go through PayPal. You can then use your bank card on our site through PayPal.

If the problems persist, do not hesitate to contact our customer service to help you.

How do I get the invoice for my purchase?

As soon as the status of your order becomes "In Preparation", you can download your invoice into your customer account.

SHIPMENTS & DELIVERIES

My order has not been shipped yet. Is it normal?

Most orders are dispatched within 1 working day after receipt of payment. In times of high sales such as Black Friday, Christmas or Sales, the time for sending your order can increase to 2 or 3 working days.

There are however certain situations where it may take longer to send your order:

- If your order contains a pre-order product which is not yet available, it will not be sent until all the products are available.

Please note, we do not send orders on weekends or holidays.

You think that your order should already have been sent but you have not received a confirmation email, do not hesitate to contact our Customer Service without forgetting to indicate your order number.

How to track my order ?

Once shipped, you will receive a tracking link to follow your delivery.

My order appears as delivered but I have not received it ?

First, please go on the carrier website thanks to the tracking link sent when your order has been shipped. If the parcel status is "delieverd" but you have not received anything, then contact us and we will open a case.

What is the delivery time for my order ?

Please check the delivery details available in section ‘’Delivery’’ in the footer.

My order has not arrived yet, what should I do?

We are sorry to hear that you haven’t received your order yet.

Please make sure you have checked the following :

Check the tracking link you received by email. Remember to check your spam.
Go to your local post office or nearest GLS relay point. Sometimes packages are left at a relay point despite a request for home delivery.
Check with your neighbors, in case your order has been delivered to the wrong address by accident
The delivery times indicated on our website are indicative. GLS may take longer to deliver to you.

If despite all this you still have not received your order, please contact our Customer Service and we’ll do everything to ensure that you are delivered.

RETURNS & GUARANTEES

I want to return my order or a product of my order, what shall I do ?

You have 14 days to return your order or a product of your order. Please note, products must be returned in perfect condition in their original packaging, enclosing the delivery slip.

It is preferable to contact Customer Service before sending any products for better monitoring.

Warranty conditions and instructions :

Our products are guaranteed for 2 years against any manufacturing defect, within the limit of use in accordance with the instructions of use and the destination of the product.

In the event of a complaint, please contact our Customer Service via your personal customer account or via our contact form located in the footer. For an analysis of your request, please provide the following information:

Date and order number,
Description of the problem,
Photos illustrating the description
Your email and telephone number

We will get back to you within 2 working days.

If your warranty demand is validated, we will exchange the product. No refund will be offered.

I have a problem with my product, what should I do?

In the case that you experience a problem with any Tigra Sport product, please do not hesitate to contact our support team directly.

In order to save time, please provide us with the following information :
A copy of your invoice
Photos and / or videos highlighting the problem
Your current address and phone number

Our support team will then be able to provide you a quick and as relevant response as possible.