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FAQ

Ordering

  • 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.

  • How do I know if my 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.

  • 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 at hello@casetify.com and we will investigate further.

  • 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.

  • It has been a few months after my order was shipped and the tracking link provided has expired. I’m afraid that my 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.

  • Do you offer free shipping internationally?
    Yes, we offer free international standard shipping for orders over $35 (after discount).

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

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

  • Do you accept bulk purchases?
    Please send us an email to hello@casetify.com with more details and we will follow up.

Promotion

  • 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.

  • 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.

  • 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.

Product

  • 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 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.

  • 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.

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, 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 / Mastercard 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.

Company/Store

  • Where is your company from?
    CASETiFY is based in Hong Kong and Los Angeles, CA.

  • 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? Email us anytime at hello@casetify.com. You can contact us on Twitter or on Facebook @casetify