Frequently Asked Questions
Is my payment information secure?
Yes, we use secure encryption technology to protect your payment information. We partner with reputable payment gateways, so your credit card details are never stored on our servers. We take your privacy and security very seriously. To learn more, please review our detailed privacy policy on our website.
What payment methods do you accept?
We accept major debit and credit cards such as Mastercard and Visa, along with digital payment options like Apple Pay and PayPal. Each transaction is protected to ensure your payment information remains safe. We also offer payment plans via Afterpay giving you more flexibility at checkout.
Can I use Afterpay to pay for my order?
Yes, we accept Afterpay as a payment method. During the payment process at checkout, simply choose Afterpay as your payment option and follow the prompts.
Can I make Changes to my order after it has been placed?
Yes, we understand plans can change. If you need to cancel or modify your order, please contact us immediately via our contact us page. While we process orders quickly to ensure prompt delivery, we'll do our best to accommodate your request if the order hasn’t been shipped yet.
What is your cancellation policy?
Orders can be canceled if they have not been dispatched from the warehouse. Please contact customer support with your order number as soon as possible if you wish to cancel your order, and we will do our best to assist you. If your order has already been dispatched, it will be processed and shipped. In this case, it can be returned based on the terms and conditions of our returns policy.
I have not received my order confirmation?
If you have not received your order confirmation within 24 hours of ordering, please check your spam folder to see if it may have gone there. If it isn't in your spam folder, please reach out to customer support via our contact us page and we will be able to assist. Please include your name and order number, if you have it.
I haven’t received my tracking confirmation?"
If you have not received your order confirmation within 4 business days of ordering, please check your spam folder to see if it may have gone there. If it isn't in your spam folder, please reach out to customer support via our contact us page and we will be able to assist. Please include your name and order number, if you have it.
Can I edit my order?
If your order has not been shipped we may be able to edit your order, please reach out to customer support with your name, order number, and the changes you wish to make to your order and our team will see if this is possible. If your order has been shipped, it cannot be changed.
Do you have special offers and discount codes?
We regularly run special offers and discount codes, we often announce these on our social media channels, website, and via our email newsletter. Please sign up to ensure you are kept in the loop with new offers.
Can I use a gift card?
Yes, you can use our gift cards during the payment process at checkout. Simply enter your gift card code into the gift card box, and the amount will be deducted from your total order.
Do you ship internationally?
At this time, we only offer shipping within Australia. Our focus is on providing fast, reliable delivery to all states and territories, ensuring your orders arrive securely and promptly. We are committed to exceptional service for our Australian customers. If you’re located outside Australia, stay connected with us for future updates on potential international shipping options. Feel free to reach out with any questions about your order or delivery options.
How can I track my order?
Once your order is shipped, you’ll receive a tracking number via email to monitor delivery status.
Can I track my order without an account?
Yes, you can track your order using the tracking number provided in your shipping confirmation email, whether you have an account or not. You can use this number on the couriers website to view the current status of your order.
How long does shipping take?
Orders typically take between 3 to 10 business days to arrive, depending on your location within Australia. We strive to dispatch orders quickly and partner with reliable delivery services to ensure your products reach you as soon as possible. You'll receive a tracking number via email to monitor your delivery status in real time. For full details see our shipping page.
Can I get free shipping?
We offer Free standard shipping on orders over $100! Shipping typically takes 3 business days to metro areas and up to 10 days for rural locations.
Can I ship to a PO Box?
Yes we ship to PO Boxes within Australia. Just ensure that the address you enter at checkout is a valid PO Box address.
Can I pick up in person?
Unfortunately, at this time, we do not offer in-person pick-up services, as we don't have a physical retail location.
What courier do you use for delivery?
We partner with reliable delivery services such as Australia Post, DHL and other reputable couriers to ensure that your order is delivered promptly and safely. You will receive tracking information once your order is dispatched, so you can track its progress.
Do you offer express shipping?
Yes, we offer express shipping options for customers who need their order in a hurry. Please select the express shipping option at checkout to take advantage of the faster delivery service, and please note that additional shipping charges may apply.
Is there tracking information for my order?
Yes, once your order has been dispatched you will receive an email with your order tracking information. You can use this information to check the status of your order. If you do not receive your tracking information within 4 business days of placing your order, please reach out to customer support who will be able to assist you.
Can I change my delivery details?
You can change your delivery details up until the time your order is dispatched. Please reach out to customer support via the contact us page as soon as possible with the correct address to ensure a smooth delivery process. We do our best to accommodate changes, however if your order has already been dispatched, we cannot guarantee that the changes will be made.
What happens if my delivery is delayed?
While we strive to deliver all orders within the specified timeframe, delays can occasionally occur due to circumstances outside of our control. If your delivery is significantly delayed, please reach out to customer support via the contact us page and we can look into it further. We will do our best to get your order to you in a timely manner.
What is your return process?
If you wish to return your order please contact our customer support team via the contact us page with your order number to initiate the return process. Please note that all items must be in new condition and in original packaging to be eligible for a refund or exchange. Once we have received your returned item, we will issue a refund (if applicable) or send out your exchange. Please refer to our returns policy for further details.
How long do refunds take?
Refunds are processed within 2 business days of us receiving the returned item. Please allow for additional time for the refund to appear in your account, which will vary depending on the payment method and bank. If you have not received your refund within this timeframe, please contact our customer support team for an update.
Can I exchange my order?
Yes, we accept exchanges for items of equal value if you wish to exchange your item for a different colour or size. However if the exchange item you wish to receive is more or less than your original item we may need to create a refund and then a new order.
What if my order is lost or damaged in transit?
In the unlikely event that your order is lost or damaged during delivery, please contact our customer support team via the contact us page immediately. We will investigate the matter with the courier and do our best to resolve the issue promptly. We may offer a replacement or a refund, based on the outcome of our investigation.
Are returns free?
We want you to love your Caseink product! If a return is needed, the customer usually pays for return shipping. To learn more, please review our detailed returns policy on our website.
What devices are Caseink phone, tablet, and smartwatch accessories compatible with?
Our accessories fit a wide range of popular models including iPhones, Samsung and Google smartphones, iPads, and Apple Watches. Check each product page for compatibility details.
Do your phone cases support wireless charging?
Yes, most of our cases support wireless charging seamlessly. Please check product details for confirmation.
How do I know which case will protect my device from drops and scratches?
For drop protection, choose cases with shock-absorbing materials, reinforced corners, and military-grade certifications. For scratch protection, opt for scratch-resistant coatings or raised bezels.