Support

FAQ

Ordering

• How do I order?

Simply select the casing you like in the sizing and quantity you require, and add it to your shopping cart. Once you are ready, proceed to checkout. Once the billing and payment details are completed and verified, you will receive an order confirmation email.

• How can I make changes to my order?

Simply email us at support@casesic.com within 24 hours with your Order ID and the URL or name of the new design. We try our best to accommodate every request based on stock availability.

• How do I apply the Discount Coupon on my order?
At the top of Checkout page, enter the code in the ‘Enter Your Code’ box. Please ensure the code you entered is case sensitive and click ‘Apply Coupon’ button to complete the process.

• Why is my order cancelled?

All orders would be automatically cancelled if the payment details are not directed to us within 24 hours.

• I can’t remember my password. What should I do?
At Login page, please click on “Lost your password?” and enter your username or email address. We will send you a link to create a new password via email.

• Are you going to re-stock the items that are out of stock?
Some of the items on our website sell out quickly. However, we regularly update our site so it is worth checking back. We might also open a backorder for more popular items.

• How long do I need to wait for backorder (BO) items to arrive?
Once the BO for a collection closes, it will take 2-3 weeks for the items to arrive at our warehouse. After which, the items would be packed and dispatched in the coming week when it arrives.

You would receive a shipping notification from us when the parcel has been dispatched (please kindly check your junk mail as well).

Billing

• What payment methods do you accept?

We accept payments from Xfers online payment, Credit and Debit cards (via Paypal) and local Internet Bank Transfer.

• How do I pay using Xfers online payment?

Xfers is an online payment gateway which works with all major retail banks in Singapore i.e. POSB, DBS, OCBC, UOB, MayBank, etc.

Please refer to the steps below for Xfers online payment:

• How do I pay using local Internet Bank Transfer?

Please refer to the steps below for Internet Bank Transfer:

• Select “Bank Transfer” as payment mode and proceed to click on “Place Order”

• An order confirmation with your Order ID and total amount will be sent to your email address within 3-5 minutes (kindly check your junk email as well)

• Using your preferred internet banking facility, transfer the total amount within 24 hours from order confirmation to Casesic UOB Savings account number 636-370-692-1

• Once payment is completed, email your details in the following format to billing@casesic.com within 24 hours:

– Your Payment Initials:

– Transaction Number:

– Time of Transfer:

– Order ID:

– Total Amount:

• Upon receiving your payment confirmation email, we will pack and ship your item within 24 hours. A shipping notification email will be sent to complete the order process.

• Do I need a PayPal account for Credit Card payment?

No. You may proceed to checkout as a guest and make payment with your preferred Visa or MasterCard.

Still not getting your answers? Email us anytime at support@casesic.com. You can also contact us on Facebook.

Delivery & Shipping

Rates 

• What are the delivery options available?

You can choose either normal or registered mail for local delivery. We will deliver to all addresses in Singapore, except secured or restricted premises such as army camps, prisons and all offshore islands. The fee are as below:

– Normal Mail: Additional fee of S$1.80 with no order tracking number

– Registered Mail: Additional fee of S$3.50 with order tracking number provided.

For orders above S$20, there will be FREE normal mail delivery.

• Do you ship internationally?

Yes, we offer worldwide shipping. Simply email us at support@casesic.com for rates and information.

Shipping

• How long do I need to wait for my items to arrive?

All items will be shipped out within 24 hours after payment is completed. All local addresses for Normal Mail or Registered Mail require 3-5 business days of delivery time.

Use your Order ID and Billing Email address at our Order Tracking page. In some instances, carrier’s tracking information may only be available in 1-2 business days after the order is shipped.

Your package will arrive at your house. For any unsuccessful delivery, a delivery advice will be slipped underneath your door. You can collect the pacakage from the designated post office, or redirect it to another post office of your convenience or reschedule for another delivery.

Still not getting your answers? Email us anytime at support@casesic.com. You can also contact us on Facebook.

Return & Exchange

• What is the return and exchange policy for Casesic?

We have a 7 day return policy upon receipt of order for incorrect and defective items shipped to you. Item must be returned in their original purchase condition. We will either replace the product with a new item or do a full refund via credits (cash vouchers).

To return an item, please email us at support@casesic.com, with the following details:

– Contact details

– Order ID (from confirmation email)

– Reason for return

Still not getting your answers? Email us anytime at support@casesic.com. You can also contact us on Facebook.

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