Frequently Asked Questions (FAQs)
Why authenticate CASETiFY products?
We have implemented the new authentication feature to reassure you that your product is genuine and authentic while helping us to make sure our brand stays protected and support the artists who bring it to life.
Please note that your product(s) will only be authenticated upon registration.
How Does The Coupon Code Work?
Upon successful authenticity check on your CASETiFY product, a coupon code will be generated and linked to the email address used during login or sign-up. The coupon will be valid for 30 days from the date of issuance.
Please note that the coupon code can only be generated once per authenticated product and is intended for single use only on all CASETiFY products listed online (except for the co-lab collection, #CASETiFYprotects, and newly launched products). The coupon code is for online use only and cannot be used in conjunction with any other coupon code.
If you encounter any issues obtaining or using your coupon code, please contact our customer service team for assistance.
What if my product isn’t authenticated?
If you are unable to authenticate your product(s) with our system, we recommend you attempt the process again by following the recommended steps outlined on our homepage.
However, if your authentication is still unsuccessful - this may mean your product is not a genuine CASETiFY product. Unfortunately, we are unable to offer any reimbursement, guarantees or services in connection with counterfeit products, nor they do not come under statuary warranty.
If you have unfortunately acquired a counterfeit product, please contact your purchase point / retailer for clarification. For more information, please contact our customer service team.
Can I authenticate more than one time?
Yes, you can authenticate your product as many times as you want! A record of how many times the product has been authenticated will be shown upon validation.
Please note that you will not be able to redeem another coupon for authenticating your product(s) again. If you have an unused coupon code and re-authenticate your product, the code will not be displayed again. Instead, the coupon code will be automatically sent to the email address that was originally used for product authentication.
Do I need to return the product with the authentication tag for returns and exchanges?
Yes, the authentication tag is counted as part of the order. For any returns and exchanages, please return the tag together with the product.
How long should I keep the authentication tag?
It's completely up to you! You have the option to keep or discard the authentication tag once your product has been authenticated. You may also choose to discard the tag after the Return and Exchange period (10 days from receiving your order).