Frequently Asked Questions

Can I change my shipping address?

Please contact us as soon as possible with your Order ID number and we will attempt to stop or cancel your order. If your order has already been shipped out, please contact DHL and request a redirect.

Is shipping refundable when I return an item?

Customers are responsible for all return shipping costs. A refund will be applied to the original form of payment excluding the initial shipping costs.

Do you ship to hotel/motel addresses?

We ship all orders to the provided address. Please note that we are not responsible for items that are delivered but not received. We recommend notifying the front desk that you are expecting a package.

I’m missing items from my package?

Please take a photo of any evidence of mail theft or tampering along with the shipping label and contact us immediately. We will file a report with DHL/USPS and gladly offer you a refund or replacement of the missing item.

I received the wrong item, what should I do?

We carefully check each order by hand but sometimes errors happen! If you receive the wrong item, please take a photo of the shipping label, item and barcode and contact support. We will provide you with a prepaid return label (PDF file) and exchange the order free of charge.

How much does international shipping cost?

0 lb - 0.33 lb: $10.00

0.34 lb - 0.75 lb: $15.00

0.76 lb - 2 lb: $25.00

What is your return policy?

We offer a 30-Day Money Back Guarantee for items returned within 30 days of the original purchase date. Sale and Promotional Items are not eligible for Returns, Exchanges, or Warranties.

How do I start a return/exchange?

Please email our customer service with your Order ID number and reason for return. We’ll help you with the rest!

When will my order be refunded/exchanged?

We will process a refund or exchange once the order has been returned and send you a confirmation email. The original and return shipping costs are non-refundable.

Can I return an item I bought from Amazon?

Only items purchased directly from Caseologycases.com are eligible for return. Please contact Amazon customer service for items purchased from our Amazon storefront.

What is not covered by warranty?

Normal wear and tear of product use

Misuse, lack of care, mishandling, accident, abuse or other abnormal use

Use of the product other than for its intended purpose

Damage caused by improper or unauthorized repair or maintenance

Product that has been modified or altered

Where can I find my Order ID number?

Your Order ID number can be found in your order confirmation email. If you are not able to locate this information, please contact us.

How do I track my order?

A tracking number will be emailed to you once your order has been shipped. You can track your order via (USPS) https://www.usps.com/ or (DHL) http://webtrack.dhlglobalmail.com/

How do I cancel my order?

Please contact customer service before 9AM PST with your Order ID number. We are unable to cancel orders that have already been shipped out.

I received a damaged/defective item. What’s next?

If you receive a less than perfect item, please take a photo and contact us right away. We will gladly replace your order free of charge!

How do I change my account information?

Changes to general account information, including name (first and last) and email address, can only be made by contacting support@caseologycases.com.


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