Support

Log out

Returns & Exchanges FAQ

  • Can I return my product for a refund or an exchange?
    Sure! We're 100% committed to making you happy. If you wish to return your item(s), please contact us with the reason of return, within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide the return instructions in details! We only accept one-time exchange. Returns without prior communication with us will not be accepted.

    Limitation of Returns & Exchanges on specific products:
    1.Customized products are your unique creative expressions. Returns on customized item(s) for reasons other than CASETiFY error will be subject to a 50% processing fee on the refund amount (after adjustment of discount/shipping, if required).
    2.UV Sanitizers, 3PLY Protective Face Mask, and Cloth Mask have special returns and warranty policies applied.
    3.Shipping fee and express shipping fee are non-refundable.
    4.If Cash on Delivery is selected as the payment method, only return for exchange or store credits will be allowed.
    5.For orders purchased in our CASETiFY retail stores, only same-day refund (as on the date of purchase on order receipt) is allowed.
    6.Purchases of items from the Archive Collection, Outlet, Sale Collection, and Lottery Products are final and no refund/return would be granted under any circumstances.

  • Can I receive a full refund for my order?
    UV Sanitizers, 3PLY Protective Face Mask, and Cloth Mask have special returns and warranty policies applied.
    Please be advised that shipping fee and express shipping fee are non-refundable. Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. For discounts that are applicable on second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price. Shipping fee may also be applied.
    Customized products are your unique creative expressions. Returns on customized item(s) for reasons other than CASETiFY error will be subject to a 50% processing fee on the refund amount (after adjustment of discount/shipping, if required).
    If Cash on Delivery is selected as the payment method, only return for exchange or store credits will be allowed.
    Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.

  • Do you provide return label?
    Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

  • Can I return my online order to any of your retail stores?
    We're sorry that any online orders' returns and exchanges cannot be processed by the retail store. Please contact us with the reason for return and we will instruct you on the return procedures.