Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked 
questions about our company, products/services, policies, and more

Ordering

Product

Payment

Delivery And Shipping

Returns And Exchanges

Ordering

Can I change my order after placing it?

Unfortunately, once the order is placed, we cannot make changes to it. We apologize for any inconvenience. However, if your order is still being processed, our customer service team can help you cancel it, and then you can place a new one. Please contact us within 12 hours using the email address linked to your order and provide your order number. We’ll assist you as soon as possible.

How do I know if my CASETORY order was placed successfully?

If you received an order confirmation email from us, your order has been successfully placed! You can also log into your account to view your order history and check your latest order.

I placed an order, but it says “pending.” What does that mean?

It may mean your shipping address is missing information, such as a street or apartment number. If this happens, you’ll receive an email from us. Please also check your spam folder if you don’t see a confirmation email. We need additional information before processing your order.

Why didn’t I receive an order confirmation email?

If you used a Hotmail account, the confirmation email may have ended up in your junk/spam folder. If you still can’t find it, please contact CASETORY for further assistance.
How can I track my order status?
Log into your CASETORY account and click on “Track Order” in the menu at the top left of the homepage. Enter your order number or email. The tracking details will be available once your order is shipped.
Do CASETORY offer free worldwide shipping?
Yes, Free standard shipping is available worldwide when you purchase two or above.
I ordered multiple items but didn’t receive all of them. Were they lost?
Please check all the boxes first. Sometimes we pack two boxes in one parcel unless requested otherwise. If you still can’t find all the items, please contact us.
My order was shipped months ago, and the tracking number has expired, but I haven’t received it. Can I get a refund?
If you believe your order is lost, please contact customer service for further assistance. We can help you if you reach out within 60 days of the purchase date.
Do you accept bulk orders?

Please send us an email here with more details and we will follow up.

Products

Can CASETORY phone cases effectively protect my phone?

Yes, CASETORY offers a wide range of phone cases and electronic accessories that are both durable and practical while letting you express your personal style! For iPhone 16 series, our tough drop-proof cases are designed for everyday protection.

Will CASETORY's clear cases turn yellow?

Our clear cases are designed to maintain long-lasting clarity while providing excellent protection for your phone. The materials used are optimized to prevent yellowing over time.

How much do CASETORY phone cases cost?

Prices vary depending on the model and design. You can visit our website to choose your preferred style and model, where the details and prices are clearly listed.

Are CASETORY phone cases compatible with wireless charging?

Yes, most CASETORY phone cases are compatible with wireless charging. Since the thickness may vary by design, please refer to the product page for more details or contact us.
How much do CASETORY phone cases weigh?
The weight of the case depends on the materials used for each design.
How thick are CASETORY phone cases?
The thickness varies by design.
Will CASETORY phone cases cause my phone to overheat?
Phone cases don’t typically cause overheating. Please check if your phone is running multiple apps or is exposed to direct sunlight. You can close some apps or move your phone to a cooler place to reduce the load.

Payment

What payment methods do you accept?

We accept most debit cards, credit cards (American Express (USD only), Mastercard, and Visa), Apple Pay, and PayPal.

Do you accept AMEX gift cards, Mastercard gift cards, or Visa gift cards?

No, we do not accept these gift cards.

I received an error message at checkout. What should I do? What does “Invalid transaction” or “There was an issue with your credit card, please contact your card issuer for help: transaction unsuccessful” mean?

If you see an error message, it could be due to:
-Your debit card not being suitable for this type of payment
-Your bank declining the transaction due to "suspected fraud"
-Your credit card not being eligible for international transactions
Please try using another credit card. If the issue persists, contact your bank for assistance.

I received an “Address combination error” at checkout. What should I do?

Please make sure all information is correct. If entering the address in English, ensure all names are spelled out fully and the state is not entered in the city field. If everything is correct but you still can’t check out, please contact us, and our team will assist you as soon as possible.
Delivery And Shipping

How long will it take for my order to be shipped?

Orders take 2-4 business days to be shipped. Quality checks may extend processing time, and shipping may be delayed. We apologize for any inconvenience.
Additionally, if the item you ordered is out of stock, we will notify you as soon as possible.
If you have any questions about the shipping time, please contact our customer service team.

When will standard shipping arrive after dispatch?

The estimated delivery time is shown at checkout. The actual delivery time may vary by country/region. After order confirmation, we will ship your items as soon as possible. Estimated delivery times are:
Within the U.S.: 6-12 business days
Outside the U.S.: 5-23 business days
Standard shipping times depend on customs clearance, courier services, traffic conditions, and weather. For faster delivery, we recommend express shipping. Please note the estimated shipping times do not include customs clearance times, which may delay delivery further.

When will my order be shipped?

We will process your order within 4 business days.
Please allow additional time for processing during public holidays and busy seasons. High-demand periods, such as Valentine's Day, may also require extra processing or delivery time. For details on public holidays in your destination country, please check local government websites. Additionally, pending payment authorization may cause further delays.

How long does CASETORY take to ship orders?

Delivery time depends on the product and destination. You can select your destination at checkout for the estimated delivery time.

Returns And Exchanges

Can I return my product for a refund or exchange?

We offer a 10-day return policy, which means you have 10 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase
To start a return, you can contact us. Please note that you will be responsible for all return shipping costs.
If your return is accepted, we will send you the return address and instructions on how and where to send your package. Returns sent back without prior request will not be accepted.

Defective Product Return Policy

Be sure to record an unboxing video when you receive your package. If you find any defects, damage, or receive the wrong item, please contact us immediately and send the video for evaluation and resolution. If the issue is non-human damage or defects, we will replace the item free of charge and cover all shipping costs. If you choose a refund, shipping costs will be deducted, and the remaining amount will be refunded to you.

Can discounted items be returned for a refund?

Discounted items or gift cards are not eligible for return or refund.