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:

Why do the new phones (iPhone/Samsung) no longer have the rain cover that comes with the case?

Thanks for your continued support. Starting from iPhone 12 series onwards, we decided NOT to supply the RainGuard as a standard equipment. In exchange, we have reduced the unit price of the case. We made this change mainly because after surveying many customers, we found that the majority of them did not find the RainGuard a useful piece of equipment. It really doesn't make sense to force all customers to pay for an equipment that they never use. A new rain and shock protection, called Armorshield, is available separately. You can find it here.

Can the magnets in the FitClic Neo mounts damage my phone?

The FitClic Neo shells have been designed so as not to damage smartphones. The magnets in the FitClic Neo system are so small that they do not affect the phone's compass, GPS or any other application. You can use our system with confidence.

Is my FitClic case compatible with my induction charger?

To use wireless charging with our FitClic case, your induction charger must be able to charge at a distance of 5-6mm. You can find this information in the user manual of your wireless charger. As there are many different brands/types of wireless chargers, we cannot guarantee that our FitClic case will work with all wireless chargers on the market.

Is my FitClic Neo compatible with wireless/induction chargers?

Wireless charging with the FitClic Neo can be slowed down. This is because the thickness of the case can interfere with charging the phone. Your charger should be able to charge at least 6 mm away. You can find this information in the manual of your wireless/induction charger.

Ist meine FitClic-Hülle mit dem MagSafe von Apple kompatibel?

If you are using an Apple MagSafe charger, it will not work in our case, as MagSafe requires a maximum distance of 2mm between the back of the phone and the surface of the wireless charging cradle. In our case, the distance would be much greater than that, as the case mounting mechanism is about 5-6mm thick.

Can I leave my FitClic ring on my FitClic case when I charge my phone on my wireless/induction charger?

We do not recommend charging your phone with the FitClic ring on your Tigra Sport case. The metal of the ring mount will block any wireless charging signal.

I am looking for a mount for my e-scooter. Do you have a compatible stand?

Some of our stands are compatible with electric scooters. We recommend the bike mount strap available in FitClic and FitClic Neo as well as the bike mount forward, also available in FitClic and FitClic Neo.

What is the difference between the FitClic system and the FitClic Neo system?

The Fitclic system is a mechanical twist & lock system. A quarter turn is all that is required to secure the FitClic shell. This manipulation takes 2 seconds and guarantees safety during its use. A double locking system is added to the bike and motorbike mounts to ensure maximum security.

The FitClic Neo system is a mechanical AND magnetic fixation. At the heart of the device are 6 small magnets, placed on the holder and the shell. Because the magnets are so small, no interference with the smartphone is possible. The magnets have a double function:

Guide the shell to the holder for effortless attachment
Once engaged, they engage a mechanical lock by automatically turning and expanding, holding the smartphone securely in place. A double locking system is added to the bike and motorbike mounts to ensure maximum security.

Do you have a vibration damper?

The image stabilization modules of our smartphones are increasingly sensitive, and can be damaged by the vibrations of certain motorcycles.
This is why we are actively working on the development of a vibration dampener, which will be able to provide an answer to this problem.You can consult it by clicking here. This one is only available for the Moto FitClic Neo mounts.

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.

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: https://www.tigrasporteurope.com/fr/28-universal

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.

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.

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 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, caused by the engine and 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.

Do you make cases for iPads/Tablets?

We do not make cases for iPads or Tablets.

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.

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.

Can I use a Tigra Sport motorcycle mount on my bicycle?

You can use the bike mount strap or the bike mount forward on your motorbike. However, we recommend that you use the motorbike mounts, which will provide you with more comfort and practicality. Unlike our bike mounts, all our motorbike mounts have a spherical head that allows you to orientate the screen of your phone and thus guarantee a better visibility.

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.