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Returns & Exchanges FAQ

  • Can I return my product for a refund?
    Sure! We're 100% committed to making you happy. If you wish to return your item(s), please contact us , grateful if you can provide 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! 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.Shipping fee are non-refundable.
    3.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 return an item for an exchange instead of a refund? Sure! 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! Please note that we only accept one-time exchange. Price difference (if any) between the original item and item for exchange will be charged. The additional amount fulfilled by payment request is excluded from membership contribution for CASETiFY Club Program. Returns without prior communication with us will not be accepted.


  • Can I receive a full refund for my order?
    Please be advised that 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).

Returns made will be refunded in your original form of payment. There might be a lead time required by PayPal (our credit card settlement service provider) to set up the refund.

  • 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.