FAQ
Shipping & Delivery
How soon will you ship my order after I've made my payment?
Normally in 1-3 working days.
It’s been so many days! Where's my order?
Sorry for the trouble. Delivery can be affected by weather, customs, policy change and others. If you believe you’ve been waiting for too long, please contact us or your sales representative.
Delivery time for different shipping methods:
| Shipping Methods | North America | South America | Europe | Oceania | Russia | Asia | Central Europe | Others |
| China Post | / | 15-45 days | 15-35 days | 15-30 days | 20-45 days | 15-25 days | 15-45 days | 15-50 days |
| EUB | 15-30 days | 15-35 days | 15-30 days | 15-30 days | 15-30 days | 15-25 days | 15-30 days | / |
| PostNL | / | / | / | / | / | / | / | 15-45 days |
| YunExpress | 7-15 days | 7-25 days | 7-20 days | 7-20 days | / | 7-15 days | 7-20 days | / |
| FedEx | 5-8 days | 5-15 days | 5-9 days | 5-12 days | / | 5-9 days | 5-9 days | 8-15 days |
| UPS | 5-12 days | 10-20 days | 5-12 days | 8-12 days | / | 5-12 days | 5-10 days | 6-12 days |
| DHL | 4-11 days | 9-20 days | 4-11 days | 4-12 days | / | 5-11 days | 5-9 days | 5-12 days |
| SEA | 40-60 days | 40-60 days | 40-60 days | 20-40 days | / | 40-60 days | 10-30 days | 40-60 days |
| AIR | / | 15-20 days | 15-20 days | 15-20 days | / | 15-20 days | 15-20 days | 15-20 days |
There are so many shipping methods. Which one is the best for me?
The following is for your reference:
| Areas | DHL | UPS | EMS | Hong Kong Post |
| USA | √ | √ | √ | |
| Canada | √ | √ | √ | |
| Western Europe | √ | √ | √ | |
| Australia | √ | √ | √ | |
| Asia countries | √ | √ | √ | |
| South America | √ | |||
|
Middle East (including Qatar, Israel) |
√ | |||
| Some East European countries | √ | |||
| Brazil | √ | |||
| Argentina | √ |
How do I set my shipping address?
Set your shipping address on the My Profile page. You can add multiple addresses on this page and select the preferred destination each time you place an order
Why is my order partially shipped?
When some of the items in your order are currently out of stock, we firstly ship the items already in stock to avoid your waiting there. Of course, we usually notify you when this happens.
What if something is lost on delivery?
If you find any missing items, please contact us as soon as possible and provide your order number and product code. Our sales manager will help you figure out what's missing. Then offer solutions to help you solve the problems.
Orders
Must I register to order from you?
It's recommended but you don't have to. CaseMe supports guest checkout. Registering with CaseMe, however, allows us to provide you with better support and the whole registering process should take no more than 2 minutes. Register Here
How do I place an order?
1. When you’ve found a product you like, make sure you check product specifications such as size and color. You can also find more detailed information, such as sizing tables, if you scroll down the product detail page.
2. When you’re ready to place your order, you can click “Buy Now” and continue to the checkout, or you can add the product to your cart first and continue shopping.
3. If you want to buy all the items in your cart, simply click “Bulk Buy” to place your order
Note: once the order has been paid, you are unable to change the shipping address. However, you can contact our sales manager to send him/her any updates.
How do I track my orders?
You can track your order in different parts of our website according to its current status.
Pending & In Progress & Paid: You can check its status in the “My orders”.
Shipped: Once your order has been shipped, you will receive an e-mail from us with the tracking code and a link where to track it.
How do I delete an order?
Once an order has been completed, you can follow the below steps to delete it from your order list:
Step 1: Sign in to My Orders and find your order
Step 2: Click the trash cans logo on the order page
Step 3: Click Delete Order to confirm deletion
How do I cancel an order?
Before your order is shipped out, you can follow the below steps to cancel it:
Step 1: Sign in to My Orders and find your order
Step 2: Click “Remove this order”
Note:
1. You can only cancel an order before the seller ships it out.
2. If you have already paid for your order, the cancellation request needs to be approved by the sales manager first.
Can I change order details such as size, shipping, etc.?
If you want to change anything about your order, you can try the following:
1. Ask the sales manager to cancel your order. Once your order has been successfully canceled, you can place a new order.
2. If your order has not been shipped out yet, you can contact the sales manager to change the order details for you.
Why does it show that my order has been canceled after payment is being processed?
If your order has been canceled after payment is being processed, please check the following situations:
1: Rejected by your payment services providers. In this situation, your money might be deducted from your account, please click here to get your money back.
2: Canceled by TVC Mall. Order will be canceled when products are out of stock, we will refund you. Please click here.
What can I do with defective items?
We need pictures or videos to confirm if they are truly defective. After confirmation, you can get a full refund, or ask for sending them again or combining them with the next new order. As compensation, we may give a discount on your next order.
Q1: Are you manufacturer?
A: Yes, we are manufacturer.
Q2: When will you deliver the goods?
A: Normally, will send the order within 3~5 work days, and DHL been
Q3: How about quality of products?
A: We strictly control every detail of the products. Each product is inspected before leaving factory.
Q4: 2.How will you pakc each case ?
A: Usually, pack case via OPP bag, pls contact us freely if you need retail packages, also supporting custom retail package
Q5: Do you accept customized orders?
A: Yes. With design team, OEM and ODM orders are highly welcome.
Q6: Which transportation do you accept?
A: DHL, FedEx, EMS etc, as for your convenience.
Q7: What about payment terms?
A: T/T, western union and escrow are acceptable.
Q8:Any discount for the order ?A: Yes, more purchase quantity, more discount offer.
Customer Service
Need more help? Here is how to get in touch. Contact us