More

FREQUENTLY ASKED QUESTIONS


Top Questions

Do you ship internationally?

Yes, and we are offering free shipping on all international orders.

When can I expect to receive my order?

Case-Custom offers several shipping methods for your convenience including free shipping via Registered Airmail Post, no minimum required. Estimated shipping times have been provided below.

Free Registered Airmail Post:
Standard Shipping:
Express Shipping:
10-20 business days
7 -12 business days
3 - 5 business days

Please note: As a customized product, the delivery time is the shipping time plus the manufacturing time. It usually takes 2-4 business days for us to perfect the cases before shipping.
Please note that shipping will be delayed during Hong Kong Public Holidays from 02/10/2015 to 02/25/2015.

Why is no tracking information provided on the tracking site?

Please check back and allow up to estimated 3-5 business days for tracking info to be posted online. You should receive a shipping notification to the email address on your account when your item ships.

Why is the tracking information not updated on the tracking site?

It happens for the free shipping orders via Registered Airmail. Please check back and allow up to estimated 10-14 business days for tracking info to be posted online. Once the order processes through customs the tracking should update and you can then further track the order.

What is the recommended sizes for the pictures to be clear on custom case?

Generally, the printing result will be better if you have a clearer picture. We recommend 600 px X 600 px or bigger sizes for the pictures, but the small picture is okay as our system will automatically improve the picture quality before it is printed.

Product

When will you release a new case for my device?

We develop and release the new cases at fast pace. If you can't find the case for your device on our website, please click here to suggest it to us!

What is the material of the cases?

Most of our cases are made of hard-shell Polycarbonate. Silicone or leather cases are available and the material will be specified in the product description page.

Does Case-Custom guarantee its product?

Of course! We want you to be happy. If you’re not satisfied with your purchase, contact us within 30 days you received your order. Once we have confirmation that we are able to accept your return, send your case back to us and we will make you another case with the same design. Please do not return a case to Case-Custom without contacting us first.

My case was damaged upon arrival. What do I do?

Each case is hand checked by a member of Team before it goes out the door to ensure you get the best! While we make every effort to ensure your case arrives in perfect condition, sometimes things could happen. Take pictures of the damage and contact us. We will work with you to guarantee your satisfaction.

Designing

What is the recommended sizes for the pictures to be clear on custom case?

Generally, the printing result will be better if you have a clearer picture. We recommend 600 px X 600 px or bigger sizes for the pictures, but the small picture is okay as our system will automatically improve the picture quality before it is printed.

Shipping & Delivery

Do you ship internationally?

Yes, and we are offering free shipping on all international orders.

Do you ship to P.O. Boxes?

No, we do not ship to P.O. Boxes.

How we ship our products

Products are shipped with UPS or Airmail Post in a sturdy cardboard envelope. You will be offered the choice as Express Shipping, Standard Shipping or Free Shipping before you complete your order. All the shipments are tracked. You will receive an e-mail with your tracking number when the package is shipped.

When can I expect to receive my order?

Case-Custom offers several shipping methods for your convenience including free shipping via Registered Airmail Post, no minimum required. Estimated shipping times have been provided below.

Free Registered Airmail Post:
Standard Shipping:
Express Shipping:
10-20 business days
7 -12 business days
3 - 5 business days

Please note: As a customized product, the delivery time is the shipping time plus the manufacturing time. It usually takes 2-4 business days for us to perfect the cases before shipping.
Please note that shipping will be delayed during Hong Kong Public Holidays from 02/10/2015 to 02/25/2015.

Why is no tracking information provided on the tracking site?

Please check back and allow up to estimated 3-5 business days for tracking info to be posted online. You should receive a shipping notification to the email address on your account when your item ships.

Why is the tracking information not updated on the tracking site?

It happens for the free shipping orders via Registered Airmail. Please check back and allow up to estimated 10-14 business days for tracking info to be posted online. Once the order processes through customs the tracking should update and you can then further track the order.

Customs charges & import taxes

Customs is a government agency responsible for regulating shipments entering a country or region. All shipments sent to and from a country or region must clear customs first. It's always buyer's responsibilities to clear customs and pay the relevant custom duties. Many countries do not charge import duties on private items, samples, and goods below a certain stated value. For more information on charges you may expect, contact your local customs office prior to ordering your case.
*US Customers: All orders over $200.00 will be subject to import and entry fees.

Payment, Pricing & Promotions

How can I pay for my order?

You can use PayPal to pay for your order.

Do you accept Credit Card?

Yes. We accept Credit Card through PayPal, no PayPal account is required. Please choose "Don't have a PayPal account?" on checkout as illustrated here.

Why did my credit card payment fail?

Payment with credit card may fail because of bank authorization and fraud prevention systems. If you are having trouble making a payment via Credit Card, you may contact your card issuing bank or PayPal directly. Here are PayPal's phone numbers:
+1-888-221-1161 (US & Canada Toll Free)
+1-888-215-5506 (US & Canada Toll Free)
+1-402-935-7733 (International)
+1-402-935-2050 (International)

Is there any discount for bulk purchases?

If you are ordering custom products in excess of 5 pieces with the same design in one order, you qualify for a sweet discount. The discounts are:
5-9 pieces = 20% off
10-19 pieces = 30% off
20-59 pieces = 38% off
60-100 pieces = 45% off
The discounts are available at Checkout automatically.
We also offer competitive wholesale pricing on orders over 100 pieces. For more information, please contact us at service@case-custom.com.

Viewing Orders

How can I check my order status?

Sign in to your Account and click on “My Orders”.

What does the status of my order mean?

More information about order statuses .

Returns & Replacements

Does Case-Custom guarantee its product?

Of course! We want you to be happy. If you’re not satisfied with your purchase, contact us within 30 days you received your order. Once we have confirmation that we are able to accept your return, send your case back to us and we will make you another case with the same design. Please do not return a case to Case-Custom without contacting us first. If you absolutely want a refund, contact us.

 
Still not satisfied? Contact us or email us anytime at service@case-custom.com.

Refer and Get $10
  Loading...