CASEKIVE | Help Centre

Help Center

We're committed to making your experience as simple and seamless as our design.
If you have any questions, please review the FAQs below, which may help you immediately.

FAQs

Shipping Information

Returns & Refunds

Warranty

Product Info

Payment Methods

My Account

Account Issues

Do I need to create an account to make a purchase on the CASEKIVE website?

No, you don't need to create an account to purchase items from our website.

However, we strongly recommend creating a Casekive user account to enjoy the following benefits:

1. You can set a default shipping/billing address, which will be automatically used for each purchase, saving you time and hassle.

2. You can always check the current status of your order by simply logging into your account.

3. You can enjoy all user benefits, including warranty service, superuser access, exclusive offers, and more. Visit our user page

Why didn’t I get a reply to my ticket or email?

If you do not receive a response from our customer service team within one business day, it may be that our response did not reach your email. Here are some common reasons！

solutions:
Spam or junk folder filtering: Our response may have been automatically filtered into your spam or junk folder.

Incorrect email address: The email address you provided may contain a spelling error, preventing our response from being delivered.

Blocked email: Your email settings or provider may be blocking emails from our support team.

Full inbox: If your inbox is full, you may not be receiving new emails.

Allow our email address: Add support@casekive.com to your safe senders list or contacts to ensure our emails get through.

Why can't I log into my account?

You may be unable to log in to your account for one or more of the following reasons:

1. You may have joined our mailing list but not yet created an account. To create an account, please visit our mailing list page.

2. You may not have activated your account. After creating your account, you will receive an activation email. Please check your email and click the link to activate your account.

3. You may have entered an incorrect password. Please click the "Forgot your password?" button to reset your password.

4. You may have previously logged in via social media. Click here to create an account directly.

If the above does not resolve the issue, please contact support@casekive.com

Order issues

Can I change the delivery address of my package after it has been shipped out?

Once your order has been shipped, the shipping destination cannot be changed. However, if your order has not yet shipped and you have a registered account, you can contact us with your order and email address. If you do not have an account, you can create one here, and your order will be automatically linked to it.

Note: If you enter an incorrect address and your package is lost in transit, Casekive will not replace your order or issue a refund.

How can I cancel an order?

If you have an account with us, simply log in to our website and cancel your order under My Orders.

If you don't have an account, you can register here, and your order will automatically be linked to your account.

Please note: Orders can only be canceled before they have been shipped. Once an order has been dispatched, cancellation is no longer possible.

How can I find my order number?

Order Confirmation Email:

After placing your order, you should receive a confirmation email from us. Your order number will be displayed at the top or within the order details section.

User Center:

If you have an account, log in to your User Center on our website. Navigate to My Orders to find the order number associated with your purchases.

How can I check the status of my order?

If you have registered an account with us, you can check the status of an ordered item under My Orders after logging in.

If you have not registered, you can visit the Order Tracking page to view shipping status. If you still have questions, you can reach us at Contact Support

Can I change the contents of my order after I’ve placed it?

*If your order hasn't shipped yet, you can cancel it and reorder.
*If your order has already shipped, unfortunately, we can't change its contents.

If you mistakenly ordered the wrong item, there are two possible solutions:

1. You can place a new order on our website for the product you actually wanted. You can then return the incorrect product to us, and we'll issue a refund later. We can only issue a refund after we receive the original item. This is usually the fastest way to receive the correct product.

2. You can wait for the incorrect order to arrive before returning it to us. We'll contact you once we receive it. Please note that we can only send a new product after we receive the original item.

If you would like to return or exchange an item, please submit a ticket to our Customer Support team here.

*Please note that we are not responsible for any shipping costs incurred during this process.

Shipping issues

How much does shipping cost, and when will I receive my order?

For Australia, Canada, the US, and the UK, orders are typically shipped from local or regional hub warehouses, with an estimated delivery time of 3-7 business days. (Note: If an item is out of stock locally, it will be shipped from overseas, with an estimated delivery time of 7-15 business days.)
For all other countries and regions, orders are shipped from overseas warehouses, with an estimated delivery time of 10-25 business days.
For detailed shipping cost information, please visit this page.

Which countries/regions does CASEKIVE ship to?

We currently ship to the following countries and regions:

Americas: Canada, United States
Australia, Asia, and the Pacific: Australia
Europe: Austria, France, Germany, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden, Switzerland, United Kingdom

Due to logistical constraints, some remote areas (such as military bases or overseas territories) may not be available for delivery. If you cannot find your country in the country selection options in the top right corner of our website, please contact us!

Why haven’t I received my order even though it’s marked as delivered?

If your package is marked as delivered but hasn’t arrived, here are a few steps to help locate it:

Verify the Shipping Address: Double-check that the address provided during checkout is correct.

Search Nearby: Look around your property, including hidden spots like behind fences or in garages.

Check with Neighbors or Family: The package may have been delivered to a neighbor or received by someone in your household.

Allow Extra Time: Occasionally, packages may be marked as delivered before they actually arrive.

If you’re still unable to locate your package, please contact our support team here, and we’ll work with you to find a solution.

What should I do if I received wrong or damaged items?

If you received an incorrect or damaged item, please send us a photo of the damage, your order number, and your email address. Our team will promptly assist you in resolving the issue.

Discount

How do I use a discount code?

Automatically Applied at Checkout

If discount codes are available in your account, the best available code will be automatically applied at checkout. This ensures you get the highest possible discount without needing to select it manually. For example, if you have multiple coupons, the one that saves you the most on your order will be selected automatically.

Manual Selection

On the checkout page, you’ll find a section for discount codes. Here, you can see all the coupons that apply to your order. If you'd like to use a specific coupon instead of the automatically applied one, simply select it. This gives you the flexibility to choose the code that best suits your needs.

What should I do if my discount code isn’t working?

1. Check for Errors

Ensure the code was entered correctly. Typos or extra spaces can prevent the code from working.

2. Expired or Already Used

Discount codes often have an expiration date or a limited number of uses. If you’ve used the code before, or if it has passed its validity period, it will no longer be accepted. For example, a code valid only for one week may not work after a month.

3. Code Not Applicable to Your Order

Some discount codes are only valid for specific products, categories, or order amounts. If your order doesn’t meet the requirements of the code, it won’t be applied. For instance, a code may only be valid for a specific brand, and won’t work for items from another brand.

How can I pay for my order?

How do I use a discount code?

We accept the following payment methods:

We Accept Payments By All Major Credit Cards (visa, Mastercard, Discover, Amex) And Paypal

PayPal: For PayPal inquiries, please contact PayPal directly

Why did my online transaction fail?

There are a few common reasons why a transaction might fail:

- Insufficient funds or an issue with your credit/debit card.

- Incorrect card details entered during checkout.

- Payment gateway settings or restrictions.

Here’s what you can do if your transaction fails:

- Double-check that your card details are entered correctly.

- Try using an alternative payment method, such as PayPal or a different card.

- Contact your card issuer with the error message for further assistance.

If the problem persists, please contact our support team with the error details and we will be happy to assist you.

Are my credit card details collected or stored?

No, we do not collect or store your credit card information. All payments are securely processed through trusted third-party providers like PayPal or your card issuer. During checkout, you’ll be redirected to their secure platforms to complete your payment, ensuring your card details are never accessible to us.

Why can't I log into my account?

1. You may have joined our mailing list but haven't created an account yet. To create an account, please visit our mailing list.

2. You may have entered an incorrect password. Please click the "Forgot your password?" button to reset your password.

*If this doesn't work! Please contact the CASEKIVE team.

Help Center

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Shipping issues

Discount

How can I pay for my order?

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