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Preguntas Frequentes


  • How can I make changes to my order?
    Simply email us at hello@casetify.com within 12 hours (not applicable to 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.

  • I’ve missed a promotion campaign for a recent order I placed. Can I still enjoy the offer?
    Please let us know by email at hello@casetify.com, 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 retrospectively 5 days after date of order, or the promotion expiration date, whichever comes earlier.

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

    1. La dirección de envío no tiene número de calle o número de suite, o potencialmente incompleta.
    2. The photo(s) used in your design had been removed from your social network and we need your help in supplementing them.

    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.

  • I’ve ordered few cases 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.

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

  • 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.

  • How do I purchase a gift card?
    Check out the Casetify Virtual Gift Card section.

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


  • Which cases can I customize?
    Please check the full list here. Not seeing the device you have? Be sure to sign up for our newsletter and stay tuned to our social medias!

  • Are your Impact cases transparent or crystal clear?
    CASETiFY Impact cases feature a bumper around its perimeter made out of a two-layer qiTechTM material, that allows for shock absorption. The Impact Case comes in 6 colorways - Black, Pink, Frost, Pink / Blue, Neon Yellow, and Iridescent. All colors are semi-transparent on the outer layer but opaque on the inner layer.

  • Are your phone cases hard or soft?
    Casetify cases are made of polycarbonate with a fixed shape and is a hard material, and not a soft rubber or silicon. Please visit here for more specs!

  • Do you print my pictures on the sides of the case as well?
    No. All designs will be printed on the back of the case only.

  • I have a Samsung Galaxy series device (e.g., SII, S3, S4…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.

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.


  • How can I pay for my order?
    Click on PayPal or Credit Card upon checkout.

  • ¿Qué métodos de pago aceptan?
    We accept major debit cards and credit cards (American Express, Mastercard and Visa), Apple Pay and Paypal.

  • Can I use JCB credit card to check out?
    Yes, it can be used via PayPal. Please choose PayPal as the checkout method and fill in the payment details. If the checkout page of PayPal is in English, you may change the language to Japanese as shown in here or by the following steps:

    1. Click “Create an Account” at the PayPal checkout page
    2. Scroll the country’s drop-down menu to choose “Japan”
    3. Scroll down the page and choose the language as “日本語”
  • Cuando procedo al pago, dice "Falló una coincidencia de la ciudad, el estado y el código postal de la dirección de envío". ¿Qué tengo que hacer?
    Please kindly make sure all information entered is 100% correct and there is no spelling mistake. 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.

  • I paid with my credit / debit card, but why did I get an email from PayPal for confirmation?
    We use the PayPal platform, so even if you used your credit / debit card, you’ll receive a confirmation from the PayPal team. Doesn’t seem right? Email us at hello@casetify.com.

Still not getting your answers? Email us anytime at hello@casetify.com. You can contact us on Twitter or on Facebook @casetify