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Our email: customer-care@casekoo.com

Our phone number: +14843467841

For any question or help, please contact us or submit a ticket below, we will reply you as soon as possible.

1. How can I Pay for my order?

We accept major debit cards and credit cards (American Express, Mastercard and Visa), we also accept PayPal.

2. How can I use my coupon code?

You can apply your coupon code on the cart page or checkout page. To use your coupon code on the cart page, enter the code you have in the blank column and click the “Apply coupon” button. Don’t forget to click “Proceed to checkout” to complete the order. To use your coupon code on the checkout page, you need to click the text “Click here to enter your code” at the top of the page. After entering the code, click the “Apply coupon” button. Again, don’t forget to click “Proceed to checkout” to complete the order.

3. How long does it take to process a refund?

Refunds will be returned using the same method that was used to make the payment. The refund process will be completed in about 5-14 working days, depending on the bank or credit card issuer.

4. What do I do when my online transaction fails?

A few reasons a transaction may have failed include:

1. A problem with the credit card.
2. Your online payment gateway settings.
3. Incorrect card details provided during payment.

Here is a list of actions you could take should the transaction fail:

1. Make sure that your debit/credit card details are correct when making a purchase.
2. Try using an alternative card or payment method such as PayPal if possible.
3. Contact your debit/credit card provider with the error message, they may be able to identify the issue you are having.

If you are still having transaction problems, please contact us with the details of the error message.

6. Can I use more than one Promotional Code per order?

Only one code can be used per order at this time.

*If your Promo Code is not working, please try clearing your browser cache or try using a different web browser. If the code is still not working, please contact us via customer-care@casekoo.com. We will do our best to assist you at that time!

INTRODUCTION

Thanks for your interest in our products!

  • All CASEKOO products come with a Limited Lifetime Warranty.
  • This Limited Warranty applies to all phone cases, screen protectors and accessories purchased directly from us.
  • Please check the quality of the items when they arrive and contact us within 30 days of receiving your order if you have any concerns.
  • This Limited Warranty does not cover: 
        1.Normal wear and tear.
        2.Misuse, unauthorized modifications, and external causes such as acts of nature.
        3.Damage caused by accident, abuse, misuse or modification of the Product.

How do I claim under warranty?

If you have a concern about your Mous purchase, please contact our Customer Experience Team immediately. You’ll need to let us know your order number, and include at least 2 photos showing the defect. We will then replace the item at no charge, with a new product of the same model.

Please note we will not accept any items returned to us without prior correspondence with our Customer Experience Team.

What is NOT covered by this warranty?

As stated above, this warranty relates to defects in material or workmanship. It does not cover any problem or damage to an item that is caused by or originates from:
  • Drops
  • Installation failures (e.g. screen protector application)
  • Daily wear-and-tear
  • Intentional modifications
  • Items not manufactured by us
  • Items not sold by us or our authorised resellers
  • Misuse or mishandling of the product
  • Theft or loss of the product

What should I do if I received a defective or damaged item?

We are sorry to hear that you’ve received your item in this condition. If your item arrived defective or damaged, please contact our Customer Support Team. We will assist you with a replacement through our Warranty Program as promptly as possible.
 
 

Note: CASEKOO reserves the right to final explanation of all the above terms.

 

What countries does CASEKOO ship To?

Currently, CASEKOO ships to the United States, Japan, UK, Germany, Italy, Spain and Netherland. We plan to expand to more countries in the future.

If certain shipping methods are not visible within the given shipping options, please mail us: customer-care@casekoo.com

How much will it cost to ship my order?

Due to impact of COVID-19, order process and shipping time may be delayed, hope you can understand.

For order amount under USD30, there will be USD5 shipping fee;

For order amount go beyond USD30, we provide free shipping.

Also, you can choose DHL for faster shipping.

 

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.

Will COVID-19 affect my order?

In view of the recent situation of COVID-19, logistics transportation and global delivery services are now subject to temporary delays. Shipping time is likely to be lengthened as a special arrangement of some courier service companies and air traffic delays are to be expected. Thanks for your patience while we work hard to get your order to you!

How can I make changes to my order?

Simply email us at customer-care@casekoo.com within 12 hours. Be sure to include your order number! 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.

When will my order ship out?

Orders will ship out within 1 to 2 business days from the time of purchase. (Please allow extra time for your order to be processed during public holidays. )Shipping times depend on the shipping method available in your region.
DHL – 3-7 business days 

Global shipment: 7-15 business days

After your order is shipped out, it usually takes about 24-48 hours for any tracking services to update. If no updates are made on your tracking information after 48 hours, please contact our Customer Support Team for more assistance

Note: The shipping times are merely estimates. While we will try to deliver your order as quickly as possible, please note that orders placed during promotional periods and special events may require longer shipping times.

How can I track my order?

After placing your order, you will receive a shipping confirmation email from Fulfillment by Amazon on behalf of CASEKOO. Please click on the link provided in the email to view the up-to-date tracking status of your package. You can also contact our dedicated customer support team at customer-care@casekoo.com  to check the status of your order.

How do I change my shipping method after placing an order?

Once an order is placed you will not be able to change the shipping method. Be sure to double check before giving the go-ahead.

How can I cancel my order?

We’re sorry to hear that you’ll be cancelling your order with us! We may be able to cancel your order for you if it hasn’t been processed out yet.
Please contact our Customer Support Team with your order number, and we will look into the status of the order and assist you accordingly.
If your order has already been processed to ship, we will be unable to cancel your order. 
 

What do I do if I didn’t receive my shipment?

If you think that your package is lost or delayed, please contact our Customer Support Team with your order number, and we will review the information to see how we can best assist you. We want to ensure that all our customers are able to receive and enjoy their products, and we will try our best to make that happen!

What if I have a problem after my order has been delivered?

A timely notification and valid proof can help us resolve your issue(s) as quickly as possible. If you encounter any of the following problems with your order, please contact us at customer-care@casekoo.com  within three business days of receiving your order with a detailed description of the issue(s) you are having along with any other relevant information:

  1.  Damaged items in the package.
  2.  Items in the package are not the products you ordered or some items are missing.
  3. The package is marked as having been signed for on the courier’s website, but you did not receive the package.

Affiliate Program

CASEKOO Affiliate is free to use for all approved partners – we provide good commission and strong conversion rate. Integration takes 10 minutes and you will be ready to promote using our cool ads.

Please refer to our Affiliate Program Page to learn more:

CASEKOO AFFILIATE PROGRAM

Join now by using the link below! If you have any questions, please email us: 

customer-care@casekoo.com