FAQ


When will I receive my order?

Your KaseMe phone case is produced specifically for you! Once you have placed your order, we, on our end, create it and produce it with the design and phone model in mind. Our production lead time is 48 hours on average, which means it only takes 1 to 3 business days before your order leaves for delivery. Our shipping carrier is Canada Post and 2 shipping options are offered:

Standard Shipping: Delivery time between 3 to 7 business days, with no tracking number.

Express Shipping : Delivery time between 1 to 4 business days, with tracking number. 

Where can I find my tracking number?

It is important to note that there is no tracking number associated with your order if you use "Standard Shipping" at checkout. A tracking number is issued to Express Shipping orders only. You can find your tracking number either in the shipping confirmation email, or in the "my account" section of our website. 

My order was shipped, but I never got it. What should I do?

Firstly, please double check if your address is correctly written in your email confirmation. Note that Canada Post can also experience some unusual delays and in some rare occasions, lose your package. If your address is correct and that your order is long overdue, please get in touch with us at info@kasemedesign.com and we will find a solution.

I made a mistake in my shipping address, what should I do?

If you have not yet received your shipping confirmation from us, please get in touch at info@kasemedesign.com as soon as possible. We should have time to change your address before your order leaves our facilities. Once your order is shipped, there is unfortunately nothing that can be done. Your package will come back to us and we will send it again with the correct address. 

What is your refund policy?

Since every one of our phone cases are tailored to your order, we cannot accept refunds unless your product shows production or print defect. If this is the case, please get in touch with us at info@kasemedesign.com and we will send you a new phone case or refund.

When will I receive my refund?

Please allow 48 hours after we receive your return for your bank to credit your order.

I did not order the correct size of case for my phone. What can I do?

If you made a mistake in your order, please get in touch with us to plan a return for an exchange. You will be responsible for the return shipping cost. Once your return arrives at our facilities, we will send you a new product. 

Do you have a product guarantee?

Yes! All our products have a 60-Day guarantee period. If there is anything wrong with your case within that period of time, please get in touch with us for an exchange. 

Where are your products made?

All our products are made and shipped from Quebec, Canada. We carefully chose premium material to give you the best possible product quality. 

Do you have gift cards?

You can find our gift cards under our accessories menu.

After your gift card is purchased, you will receive an email containing your coupon code that you can print and give to a friend or loved one.