Preguntas Frecuentes


  • ¿Cómo puedo hacer cambios en mi orden?
    Envíanos un email a dentro de las 12 horas (no aplica para órdenes con Pago Contra Entrega). ¡Asegúrate de incluir tu número de orden! En caso quieras cambiar tu diseño, por favor incluye el URL o nombre del nuevo diseño. De lo contrario, si quieres cambiar el modelo de teléfono, tipo de funda o color, por favor envíanos todos los detalles por correo electrónico.

  • ¿Cómo se si mi orden fue realizada correctamente?
    Si recibiste un correo con tu orden confirmada de nosotros, tu orden fue realizada correctamente. También puedes iniciar sesión en tu cuenta para ver tu historial de compras y buscar tu orden más reciente.

  • Realicé mi orden, pero cuando veo el estado sale "Pendiente". ¿Qué está mal?

    1. Tu dirección no contaba con número de calle/departamento o estaba incompleta.
    2. Eliminaste de tus redes sociales la foto(s) que utilizaste para tu diseño, así que necesitamos que nos ayudes agregándola nuevamente.
    3. Tu diseño personalizado tiene contenido que infringe derechos de propiedad intelectual o derechos de autor.

    Siempre recibirás un correo electrónico de nosotros si encontramos alguno de los problemas mencionados en tu orden. Así que asegúrate de revisar Spam del correo electrónico con el que te hayas registrado con nosotros si es que no recibes una confirmación de orden. Necesitaremos información adicional antes de procesar tu orden.

  • ¿Por qué no he recibido un correo con mi confirmación de orden?
    Si registraste una cuenta de Hotmail, probablemente tu confirmación de orden llegará a tu Spam. Si aún no puedes encontrar tu correo de confirmación, envíanos un correo electrónico a e investigaremos más a detalle.

  • Hice una orden con varios productos pero no me han llegado todos. ¿Dónde están las fundas que faltan?
    Por favor, asegúrate de abrir todas las cajas. Nosotros normalmente enviamos 2 fundas por caja a menos que lo hayas solicitado de otra manera. Si ya revisaste todo y tu funda no está, por favor contáctanos.

  • ¿Puedo aplicar un descuento online en una compra para retail?
    No, los descuentos online no aplican para retail.

  • ¿Ofrecen envío internacional gratuito?
    Si, ofrecemos envío internacional estándar gratuito en órdenes mayores a $799.99 MXN (una vez aplicado el descuento).

  • ¿Como puedo comprar una gift card?
    Checa la sección CASETiFY Virtual Gift Card.

  • ¿Puedo usar una gift card para pagar el costo de envío?
    No, las gift cards no aplican para el costo de envío.

  • ¿Aceptan compras al por mayor?
    Por favor mándanos un correo electrónico a con más detalles y le daremos seguimiento.


  • 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, 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.

  • ¿Puedo usar 2 códigos de descuento en la misma orden?
    No, sólo puedes usar un código de descuento por orden.

  • 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.

  • How to earn User Referral Credits?
    For the "GIVE$10.GET$10.Referral Programme", you and your referred friend(s) can both receive $10 USD store credits as long as the following conditions are met:
    i) Referred friend(s) has never placed an order with us.
    ii) No previous cookies / IP address record.
    iii) Referral URL/link must be applied before placing the order.
    iv) Referred friend's order is over $40 USD and does not contain any voucher/discount code.
    v) Referred friend's order does not contain the latest device (e.g. iPhone 11, 11 Pro, 11 Pro Max) and any collaboration products.

    To order to get the shareable referral URL/link, you need to first log in to your CASETiFY account and go to GIVE$10.GET$10 under My Settings.

  • Can store credits be accumulated?
    Yes, store credits can be accumulated. Every time a friend places his/her first order with the conditions met, you will be given store credits in the amount of $10 USD.

  • 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.


  • 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!

  • ¿Las fundas para teléfono transparentes de CASETiFY se vuelve amarillas fácilmente?
    Nuestra funda transparente está hecha de TPU, un material duradero y súper fácil de usar que además te brinda una alta protección. El TPU transparente puede volverse amarillo con el tiempo, esto se debe a su proceso natural de envejecimiento al ser expuesto a cantidades excesivas de calor, luz ultravioleta y productos químicos. El nivel de coloración amarillenta depende completamente del uso y entorno a los que es expuesta la funda para teléfono. Si aún no estás seguro sobre qué estilo elegir, te recomendamos el borde negro o alguna de nuestras fundas de colores más oscuros.

  • 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.

  • Can you please make sure that the background of my case is in Gold/Silver/Space Gray/Midnight Green 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!

  • 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.

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

  • Do your 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., S8, S9, S10…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.

Imágenes & Documentos

  • 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.

Métodos de Pago

  • What payment methods do you accept?
    We accept major debit cards and credit cards (American Express, Mastercard and Visa), Apple Pay and PayPal.

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

  • 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”
  • 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.


  • ¿De dónde es la empresa?
    CASETiFY está basada en Hong Kong y Los Ángeles, CA.

  • Quiero ser parte de la Colección de Artistas de CASETiFY y vender mis diseños. ¿A quién debo contactar?
    Mándanos un email a Incluye tu link con tu portafolio y tus cuentas en redes sociales.

  • ¿Quieres ser parte de CASETiFY?
    Para oportunidades laborales, por favor visita nuestra Career page.

Si no encuentras la respuesta a tu pregunta, mándanos un email a También puedes contactarnos en Twitter o en Facebook @casetify