Can I cancel my order?
Once the order status has changed to "In Production" it will no longer be possible to cancel your order. If the status has not changed and it is still "Pending", you can contact our customer service team to see whether a cancellation is still possible.
Can I make changes to my order once it has been placed?
Please contact us immediately and include the confirmation number of your purchase for any change request. However, we cannot guarantee that change requests can be processed before production as we work quickly to get your order delivered to you as soon as possible. It is only possible to cancel your order if it has not yet been produced.
My item arrived damaged, what do I do?
Unfortunately cases are sometimes damaged in transit. If this is the case, please contact our Customer Service Team at email@example.com immediately with images of the damage attached. We will then send you a replacement.
When will my order be delivered?
It normally takes 3-5 working days to produce your order. Premium Sleeves take 7-10 working days to produce due to their intricacy. The production time depends on order volume and material availability. We always strive to produce your order as fast as we can, so that we can hand it over to our delivery partners. Once we have handed your order over to our delivery partners, we cannot influence the delivery time. Customers who select the tracking option are able to track the delivery process.
How can I check the status of my order?
You can check the status of your order on our website if you have created an account. Please log-in to your account and click on "Order History". If you placed your order using Guest Checkout, you can contact firstname.lastname@example.org to check on the status of your order. In your email, please include your order number and we will get back to you as soon as possible.
Will I get a receipt with my order?
Once you have placed your order, you will receive your invoice and order confirmation via email. You may also opt to print your order confirmation when redirected to the final transaction screen when completing checkout.
I haven't received a confirmation email regarding my order. What should I do?
If you have not received any order confirmation within 24 hours, please contact our Customer Service team at email@example.com and we will check that your order has been received.
Can I use a design that I created for a previous order?
If you made an account with caseable, then you are able to login and use designs from previous orders. This is not possible if you used Guest Checkout.
When will my order ship?
Please check our Shipping table for information about production and delivery time.
My tracking information says that my order has been delivered, but I have not received my case. What should I do?
Please contact the courier if your case has been reported as delivered but you have not received it. For European orders, contact DHL. For American orders, contact USPS.