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FAQ

Ordering

  • How can I make changes to my CASETiFY order?
    Simply email us within 12 hours (not applicable to Klarna or Cash on Delivery order). Be sure to include your order number! If you would like to change your design, please also include the URL or name of the new design. Otherwise, if it is the device type, case type, or color that you would like to adjust, please also let us know the details in email. Kindly note that for Klarna orders, no order modifications is allowed (including product details, receipient's name, shipping and billing information) after placed. If price difference is incurred for higher value product(s) or upgrade in shipping method is required after order placed, you will need to settle the payment request sent by Customer Service team at one go without separate instalments. Please note that the additional amount fulfilled by payment request is excluded from membership contribution for CASETiFY Club Program.

  • I've paid with Klarna, can I make changes to my order?
    Kindly note that for Klarna orders, no order modifications is allowed (including product details, receipient's name, shipping and billing information) after placed. However, you may be able to cancel your order and place a new one instead. To cancel your order, please email us within 12 hours.

  • I've paid with Cash on Delivery, can I make changes to my order?
    Kindly note that for Cash on Delivery orders, we can't make any changes on product details after placed. Only changing the receipient's name, shipping and billing information is allowed. However, you may be able to cancel your order and place a new one instead. To cancel your order, please email us within 12 hours.

  • I've paid with Thailand Online Banking, can I make changes to my order?
    Kindly note that for Thailand Online Banking orders, only refund as store credits is allowed. If the preferred product(s) has a higher value than the original one(s), price difference needs to be paid out. Please note that the additional amount fulfilled by payment request is excluded from membership contribution for CASETiFY Club Program. If the new product(s) has a lower value or if you wish to cancel your order, the paid amount can only be returned as store credits to your CASETiFY account. To amend or cancel your order, please email us at hello@casetify.com within 12 hours.

  • How do I know if my CASETiFY order was placed successfully?
    If you have received an order confirmation email from us, your order was placed successfully! You can also log into your account to view your order history and search for your most recent order. If paying by Klarna or Afterpay, Klarna or Afterpay will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna or Afterpay's sites.

  • I’ve placed an order, but it says "On Hold" when I check its status. What’s wrong?

    1. Your shipping address has no street number or suite number, or potentially incomplete.
    2. The photo(s) used in your design had been removed from your social network and we need your help in supplementing them.
    3. Your custom design contains content that potentially infringes intellectual property rights or proprietary rights.

    You will always receive an email from us if the problems above happen to your order. So please be sure to check the Spams / Junk folder of the email you registered with us if you have not received such confirmation emails. We will need further information from you before we can process your order.

  • Why I can't receive my order confirmation email?
    If your registered email address is a Hotmail account, the order confirmation email may fall into your Spams / Junk folder. If you still cannot find your order confirmation email, please email us and we will investigate further.

  • How long does CASETiFY take to ship?
    Shipping time depends on the product you purchase and the destination location as a different product has different production time. If you would like to know the estimated delivery time and shipping fee, please select the destination location on the checkout page to get an idea of the approximate timeframe.

  • Will COVID-19 affect my CASETiFY order?
    In view of the recent situation of COVID-19, logistics transportation and global delivery services are now subject to temporary delays. Shipping time is likely to be lengthened as a special arrangement of some courier service companies and air traffic delays are to be expected. Thanks for your patience while we work hard to get your order to you!

  • How do I track my CASETiFY order?
    Sign in to your Account (the one that you made your order with) and click on Track Order. In some instances, carrier's tracking information may only be available in 1-2 business days after the order is shipped.

  • I’ve ordered a few items but I can’t find all of them. Where are the missing cases?
    Please be sure to open up all the boxes first. We normally packed 2 cases in 1 box unless otherwise requested. If you have checked and the case is still not there, please contact us.

  • How do I shop a CASETiFY product?
    You may select your preferred item and add it to the cart. Then select the shipping method and wait for it to be dispatched and shipped.

  • It has been a few months after my order was shipped and the tracking link provided has expired. I’m afraid that my CASETiFY parcel may have been lost. Can I get a refund?
    Please let us know within 90 days of purchase if your order is missing. We would be happy to follow up and investigate for you. Further arrangements will be facilitated. No refund for missing parcels if the initial date of such enquiry/request is beyond 90 days of purchase.

  • Can I apply the online discount in the retail purchase?
    No, online and retail discounts are separate.

  • Does CASETiFY offer free shipping internationally?
    Yes, we offer free international standard shipping for orders $34.99 or above (after discount). However, we hope for your understanding that due to the recent epidemic outbreak, courier service companies have announced special working arrangements and further limited their delivery services, therefore standard shipping may not apply to some countries. Please select the location on the checkout page for shipping methods available and shipping costs accordingly.

  • How do I purchase a gift card?
    Check out the CASETiFY Virtual Gift Card section. However, gift card cannot be purchased using Klarna or Afterpay.

  • Can I use gift card on the shipping fee?
    No, gift card cannot be applied to the shipping fee.

  • What payment methods are available for Taiwan customers?
    For orders to Taiwan, we currently offer payment and delivery arrangements as follows,

    1. Pay Online, delivery to door
    2. Pay Online, pick up at convenience stores
    3. Cash on delivery, delivery to door
    4. Cash on delivery, pick up at convenience stores
  • Which convenience store do you support for Cash on Delivery orders in Taiwan?
    We only support FamilyMart as pick-up point for cash on delivery orders in Taiwan. For store location and details, please refer to the information displayed on the checkout page.

  • Does CASETiFY accept bulk purchases?
    Please send us an email here with more details and we will follow up.

Promotion

  • I’ve missed a CASETiFY promotion campaign for a recent order I placed. Can I still enjoy the offer?
    Please let us know by email, we would wish to know the order number of yours and also the discount code / offer that you are after. We will be more than happy to evaluate what you have and honor the offer if it is deemed applicable. We apologize, but we are unable to apply the adjustments after the date of purchase to retail orders. For online orders, we are unable to apply the adjustments retrospectively 5 days after date of order, or the promotion expiration date, whichever comes earlier.

  • Can I apply 2 promo codes on the same order?
    We are afraid that only one promo code can be applied per order.

  • Can I apply 2 gift card codes on the same order?
    2 Gift card codes can be applied together on one order.

  • Can I apply gift cards and promo codes together on my order?
    Gift cards and promo codes can be applied together.

  • Can I apply promo codes and store credits together on my order?
    Promo codes and store credits can be applied together.

  • Why I can't apply discounts on the UV Sanitizer?
    No discounts, gift cards, and store credits can be applied to UV Sanitizer.

  • Can store credits be accumulated?
    Yes, store credits can be accumulated.

  • Can I share my user referral link on any promotional sites?
    As stated on our Terms and Conditions, users are strictly prohibited in uploading their referral codes to third party promotional sites, including but not limited to voucher code/discount listing sites. Referral codes can only be shared with friends and relatives or any connected entities, such as on social media platforms or through a direct messaging network. Should referral codes be found to be posted on the unauthorized channel(s), the corresponding CASETiFY user account(s) will be terminated without prior notice, regardless of whether the referral code is shared on the unauthorized channels intentionally or not.

Product

  • Are CASETiFY cases protective?
    CASETiFY has a huge selection of phone case types and tech accessories that are durable and functional without losing originality. Its signature and most popular Impact case is engineered with a two-layer construction of qitech™ material and military-graded that can withstand 6.6ft drop impact. Bounce Cases are the most shock-proof among all and the protection level has been enhanced up to 13ft.

    For our iPhone 14 series Impact, Ultra Impact and Bounce cases, they are engineered with a EcoShock™ impact-absorption technology. The Impact Cases are 8.2 ft. drop-test approved, while the Ultra Impact Case are 11.5 ft. drop-test approved, and the Bounce Case are 21.3 ft. drop-test approved.

  • Do CASETiFY clear phone cases turn yellow easily?
    Our clear case is made from TPU, a material that is durable and malleable, so they’re easy to fit, and offers high protection. Clear TPU can turn yellow over time via a natural aging process due to color transference and chemical reactions when exposed to excessive amounts of heat, UV light, and chemicals. The level of yellowing completely depends on using habits and the environments in which the phone case is used. Unsure which style to get? We recommend the black bumper or one of our darker color cases if this is something of concern!

  • How much are CASETiFY cases?
    CASETiFY's case prices vary depending on the case types and device models. You may click on your preferred design and select your device model in the dropdown box for details.

  • Are CASETiFY cases worth it?
    CASETiFY's products are made to order and hand-inspected from corner-to-corner to ensure high-quality products that you can count on. Phone cases made of shock-proof or drop-proof materials are usually test-certified for specific purposes. It depends on the individual's needs when choosing the best phone case for your device.

  • Are CASETiFY glitter cases safe?
    Liquid Glitter iPhone Cases and Neon Sand Cases are certified for quality and safety. They are are made using non-toxic mineral oil and materials, inspected by professionals, have passed all safety tests.

  • Do phone cases cause overheating?
    Phone cases do not necessarily cause overheating. There may be a trapping heat when putting on the phone case but avoid opening too many applications on your device, overexposure to the sunlight and always keeping your device in a cool place can help reduce the risk of overheating.

  • What are CASETiFY cases made of?
    Different cases are made of different materials but mostly contain TPU and PC.

  • Which cases can I customize?
    Please check the full list here. Not seeing the device you have? We may include your device for customization in future! To stay up-to-date be sure to sign up for our newsletter and follow us on social media!

  • Are your Impact cases transparent or crystal clear?
    CASETiFY Impact cases feature a bumper around its perimeter made out of a two-layer qitech™ material, that allows for shock absorption. The Impact Case comes in different colorways. All colors (except the Matte colors) are semi-transparent on the outer layer but opaque on the inner layer.

  • Can you please make sure that the background of my case is in Gold/Silver/Space Black/Deep Purple color?
    Most of our phone cases carry a transparent background (except for selected case types/full-print designs). Our background color preview solely serves to give our customers an idea of how the designs would look like on iPhones in different colors!

  • How do I get my CASETiFY case off?
    The easy way to remove a phone case is to first lift one side or one corner up from the bottom of the case, then gently remove the case.

  • Do PopSockets stick to CASETiFY cases?
    Popsockets can be used together with CASETiFY cases but the printing (if any) on the case may be prone to peeling off issue. The level of adhesion of the popsockets also vary when sticking to different types of phone cases.

  • Do CASETiFY cases work with wireless charging?
    Most CASETiFY cases can work with wireless charging. As the thickness of each case type varies, please check the product description or contact us for accurate information.

  • Are CASETiFY cases heavy?
    The weight of phone cases varies depending on the case types selected as they are made with different materials.

  • How thick are CASETiFY cases?
    The thickness of phone cases varies depending on the case types you select.

  • How do I know which length I should choose for the Apple Watch band?
    38/40/41mm and 42/44/45/49mm refer to the size of the watch face. We only offer one standard length for each size.

  • Do CASETiFY Apple Watch Bands fit all series of Apple Watches?
    Yes, our watch bands fit all series of Apple Watches with the correct watch face size.

  • I have a Samsung Galaxy series device (e.g., S20, S21, S22…etc), and there are multiple models for different carriers (e.g. AT&T, Verizon). How do I know which case is the right one?
    CASETiFY fits the international (non-carrier-specific) version of Samsung Galaxy series devices. Although your carrier-specific model may look similar to the international version, the device may slightly vary between carriers (particularly the shape and positioning of the camera) and may not fit our cases.

  • Can all CASETiFY cases be used with UV Sanitizer?
    Yes! If you want to know more about our UV Sanitizer, please visit the FAQ for details.

  • How do I clean my phone cases?
    TO CLEAN: use only water and soft cloth to clean. AVOID harsh chemicals and alcohol-based cleaners.

CASETiFY Authentication

  • Why Authenticate CASETiFY Products?
    We have implemented the new authentication feature to reassure you that your product is a genuine and authentic product. Whilst, helping us to make sure our brand stays protected and supporting the artists who bring the brand to life.

    Please note that your product/s will only be authenticated by registering it first.

  • How Does The Coupon Code Work?
    Upon successful authenticity check on your CASETiFY product, a coupon code will be generated that is bounded to the specific email address used during login or sign up. The coupon will be valid for up to 30 days after being issued.

    The coupon code itself will only be generated once per each authenticated product, and is meant for single use only on all CASETiFY products listed online (except for co-lab collection, #CASETiFYprotects, and newly launched products). The coupon code is intended for online use and cannot be used in conjunction with any other coupon code.

    If you have any issues obtaining or using your coupon code, please contact our customer service team.

  • What If My Product Isn’t Authenticated?
    If your product was not able to be authenticated using our system, we recommend you attempt the process again, ensuring you follow each recommended steps outlined on the homepage.

    If you are still unsuccessful at authenticating your product with us, this means your product is not a genuine CASETiFY product. Unfortunately, we are unable to offer any reimbursement, guarantees or service in connection with counterfeit products nor do they come under statuary warranty.

    If you have been unlucky in acquiring a counterfeit product, you should contact your purchase point / retailer for clarification. For more information, please contact our customer service team.

  • Can I Authenticate My Product More Than One Time?
    Yes, you can authenticate your product as many times 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 under authenticating your product/s again. If you have not used your coupon, authenticating your product again will not show the unused coupon code. The coupon code will be automatically sent to the email you originally authenticated your product with.

  • Do I need to return the product with the authentication tag for returns and exchanges?
    Yes, authentication tag is counted as part of the order. For any returns and exchanges, please return the tag together with the product.

  • How long should I keep the authentication tag?
    It's completely up to you! Or you may also throw away the authentication tag after the product has been authenticated or after the return and exchanges period (10 days from receiving your order).

Image & File Support

  • I don't have any Instagram or Facebook photos to upload.
    No worries! You can use your personal photos to make your case.

  • I see an orange ! warning sign next to my image, what does that mean?
    In order to deliver you with high-quality cases, we recommend that you use high-quality images. The warning is to let you know that the photo is below the recommended resolution, therefore the quality may be reduced.

  • Can I create a design which is not my own pictures?
    We suggest using your own photos/artwork to create your individual designs. Please review your all customization details before submitting your order. CASETiFY reserves all rights and will not print artwork that infringes intellectual property rights or proprietary right, or contains any pornographic material, profanity language, threats or material which incites aggression towards individuals or entities and/or spreading violence/hatred. Any customized items are your unique creative expressions. If you make a mistake or change your mind and wish to receive a refund, you must return the items and a 50% returning fee will apply.

  • Can I have a blank/plain background of the design?
    If you wish to have a blank/plain background for your case design, please use the PNG file when customizing your case.

  • What is the image size/resolution for the photos to upload?
    For iPhone cases we recommend to use an image with a resolution of 1000px (w) x 2000px (h) or above, provided a single layout is wanted (e.g. when one image is used to cover the back surface of the case). For iPad cases the recommended resolution is 2400px (w) x 3000px (h). If the image appears to be clear, it means that the resolution is sufficient and the printing result should be satisfactory. You will see an alert if the resolution is too low and will be warned with “low resolution” while making your case.

  • How to resize/adjust the image?
    You can resize/adjust the image by clicking twice on the image.

  • Can you make amendments to the Artist Collection Designs?
    The copyrights of our Artist Collection designs belong to each respective artist. Unfortunately, we're not able to make any changes. But you can always create your own design on our App/website here.

  • Can other people print my case?
    No, only you can print your case unless your design is available on the CASETiFY Artist Collection.

Billing

  • What payment methods do you accept?
    We accept major debit cards and credit cards (American Express (USD), Mastercard and Visa), Apple Pay, Paypal, Klarna (US, UK and Germany only), Afterpay (Australia only), Thailand Online Banking (Thailand only), TrueMoney (Thailand only), JCB (Japan only) and Cash on Delivery (Taiwan and Japan only). For Taiwan cash on delivery orders with home delivery, you can pay with either Line Pay or cash. For pick-up at convenience stores, only cash over the counter is accepted. For Line Pay as payment, the payment will be collected by a third-party freight forwarder ACS on our behalf.

  • What is Klarna?
    Klarna is a payment method that allows you to shop now and pay later by splitting your purchase into 4 payments. For more information, please check out the details here. The issuer of your payment method may charge interest or fees under your agreement with them. If you have any questions about those charges contact your payment method provider.

  • How can I pay with Klarna?
    Simply select Klarna as the payment method at the checkout page and fill in the billing details as instructed. It's very important that correct details are provided, as otherwise, you will not receive the payment information and so be liable for late payment fees.

  • What is Afterpay?
    Afterpay is a payment method that allows you to pay for your purchase over 4 instalments due every 2 weeks. For more information, please check out the details here. The issuer of your payment method may charge interest or fees under your agreement with them. If you have any questions about those charges contact your payment method provider.

  • What happens if my payment to Klarna or Afterpay is late/ returned?
    A Late Fee/ Returned Payment Fee may be charged if an automatic payment cannot be collected. Please reach out to customer support of Klarna or Afterpay for further details.

  • Do you accept AMEX Gift Card / Visa Gift card?
    We are afraid we do not accept AMEX Gift Card / Visa Gift card / Mastercard Gift Card.

  • Can I use JCB credit card to check out?
    Yes, JCB credit card can be used for online payment in Japan only.

  • I received an error message when I checked out. What should I do? / What does "Invalid transaction error" or "Something wrong with your credit card, please call card center for help: Transaction Not Allowed" mean?
    If an error message occurs, this may be because:
    •The debit card cannot be used for this type of payment
    •Your bank has rejected the transaction due to suspicions of fraud
    •The card is not activated for international transactions
    Please use another card to resolve the problem. If the issue still persists, kindly contact your bank for assistance.

  • When I proceed to checkout, it says “A match of the Shipping Address City, State, and Postal Code failed.” What should I do?
    Please make sure all information entered is 100% correct and there are no spelling mistakes. Please also avoid short forms of City, and do not include the State information within the City input box. If the details are right but still the payment cannot be made, please contact us and we will get back to you shortly.

Company/Store

  • Is CASETiFY an American company?
    CASETiFY is based in Hong Kong and Los Angeles, CA. But we ship worldwide.

  • Does CASETiFY have a store?
    CASETiFY has 7 stores in Hong Kong - The flagship store in Central, CASETiFY Studio in Tsim Sha Tsui, Shatin, Kowloon Tong, Yuen Long, Tsuen Wan and APM. We also have a CASETiFY STUDiO in LUCUA Osaka, Japan. For opening hours and details, please see here.

  • I want to join the CASETiFY Artist Collection to sell my design. Who do I contact?
    Email us at artists@casetify.com. Include your portfolio link and your social media accounts.

  • May I join CASETiFY?
    For career opportunities, please visit our Career page.

Still not getting your answers? Contact Us anytime. You can contact us on Twitter or on Facebook @casetify