Casetify
Reviews and Complaints

I was mislead by their return policy that is advertised all over their website, which reads: "100% Satisfaction Guaranteed. CASETiFY offers "10-day No Question Asked Return or Exchange" and "6-month Product Warranty" to every product purchased. Contact us or learn more." This is advertised on every page on the company's website. I was upsold a custom item strap for my phone case. Upon receiving the custom item, I found that it does not fit with the phone/phone case. The item is not working as described and comprises the phone case protecting my phone, which is why I want to return it. I contacted support and was informed their return policy does not apply to custom items and they can only offer a partial refund when I return the item. Had I know about this caveat in the return policy I would have never purchased a custom item from them. I'm requesting to return the item for a full refund, or keep the item at a significant discount.

I purchased three phone cases to be received rather quickly. I did not receive this phone cases for three weeks because they were coming from out of the country. The transaction was also done out of the country in an offshore bank. I did not know any of this because case device says that everything ships from LA but they do have product in ***. When I asked where the shipped from, they said it was coming from ***. It clearly was not coming from *** due to the fact that I got a foreign exchange rate charge. They are selling under the guise of it coming from ***. They told me its my banks fault because my bank would not pay for the rate exchange fee. I told him its not my banks responsibility. If I had known I would be buying outside of the , I would not have purchased at all. Also, my package was so late because it was coming from outside of the *** and the employee told me it was my postal service. Tracking said they were waiting for product.

I purchased a custom *** phone case on May 6th for $45.99 as a gift for my sisters birthday. Now it has been almost two months and the product still isn't here. If you go to purchase the item now the shipping states *** business days. They do not have a shipping standard for they say each item is different with its own timing. I contacted them June 5th for the original purchase. I was told on June 11 that order #*** is on its way. Then on June 22, I contacted them because my replacement was still not here and I had not received tracking information. They said it was *** fault because of covid. However, *** has never received anything. They asked for me to contact them on the 28th if the issue persisted. It did, I reached out again, and they said they would upgrade my shipping and send a third replacement because they had "a batch of parcels lost" and would send a replacement (order #***). I have commented on their instas, and they have deleted each post. I want my case.

Ordered and AirPods case from them over two months ago that was personalized with my name the keys came with the name missing half the letters nearly scratched off of it. Contacted them and was told to take a photo of the damaged item. Emailed them a photo showing the item and emailed what the item was supposed to look like. They agreed that the item was not as shown. Asked me to take scissors and cut corner of the AirPods case to damage it and they would send me a replacement case. Did as asked. Sent them photo. They said wasnt good enough. Asked me to take further pictures with more damage. I stated that I was not going to harm myself trying to cut a hard plastic case with scissors and so I took video showing myself trying to cut the case and send it. Ive been requested a different type personalized case. They sent another case. This personal allies case was also is not as shown. At this point asked for a refund. They refused. Became abusive. Lots of correspondence. Still no refund

I purchased my second casetify Case in November , as I thoroughly believed this case offered both protection and style compared to other products I have used. This time I was wrong! In January , I removed the case to clean my phone and was alarmed to discover the back glass of my iPhone XS Max was shattered, and shards of glass embedded in the case. I immediately contacted casetify to notify of the problem and was advised of a policy which states casetify is not responsible for accidental or misuse causing damage. Firstly, it is evident the damage occurred while using this case. Secondly, casetify claims their cases are drop tested at 10ft, insisting top quality protection. Oddly enough, the front of my phone is not broken. Only the back, which is completely covered by this case. I was notified by casetify that they will not pay for the cost of repairing my phone. Additionally, I could not find the policy referenced, anywhere on the consumer site. To rectify this situation, I want the cost of repairing my phone covered by casetify. In addition, I would like them to clearly state their policy for consumer viewing and also stop making a false claim that the case protects devices up to 10ft drop.

My name is redacted and I was ordering a Great Sushi Z Flip 3 case from the Casetify website. As I was about to check out, it showed the message Gateway Rejected: AVS. Please verify your billing address. The order didn't seem to go through so I refreshed the page and I once again did the process of checking out, and it ended up showing the same message to me. I went to Track Order and it showed nothing in there. To my utter shock and horror, my bank charged me 73.5 dollars from Casetify TWICE, making me lose 147 dollars, and yet there has been no order placed for the case I tried buying twice in my website, so essentially this god awful website has conned me out of 147 dollars without any way for me to get my money back. I refuse to settle for my money being so easily taken away from me. What is this nonsense? The website said that the order didn't go through and it charged me twice? Despite no order being placed in the first place? I want my 147 dollars back, and I insist on an immediate refund, or I won't settle on just this and have to take further steps. Please somehow assist me in doing so, it was my hard earned money. Such shoddy mismanagement and such a terrible website should not cause someone's money to be so easily taken away. With pain and anguish, redacted.

Purchased 3 items from CASETiFY on 28/11. The company failed to disclose shipping times, their location, or the return address. I have been misled by CASETiFY and not provided with sufficient information to make an informed decision. Shipping times were disclosed only after placing the order and making payment. The order status was pending or in progress when I requested cancellation, yet I was later informed it had dispatched without written confirmation. The item's 4-week delivery time is unacceptable. I was unaware of additional import duties and now must cover return costs. I feel like CASETiFY has taken my money, charging me fees for a return they will profit from again. They need to be transparent with customers to manage expectations. I am seeking a full refund for the items' cost and any customs or shipping fees I incurred.

Placed order (#***) on November 20th. Received notification on December 4th the order shipped. At that time neither the USPS tracking number provided, nor Casetify's own order tracking site indicated the shipment could be found. On December 9th I reached out to Casetify via their on-site Contact process asking for a status update on the shipment. No response. On the 10th I reached out again in the same manner. That did prompt a reply from Kady @ Casetify informing me the company was opening a case with USPS for investigation and she would get back to me with any updates. She also indicated that if there were no update, nor could I receive the parcel by December 15th to contact them again to reship my order. On the 13th, still with no information, and the tracking number still showing as invalid, I contacted Casetify again asking for a refund. On the 14th I followed up. Then again on the 14th I followed up informing Casetify I was to either be issued an immediate refund, or I would contest the charges with my credit card company. None of these messages resulted in any response from Casetify. Also on the 14th I posted on Twitter seeking some sort of help from Casetify to resolve the issue. While I was asked to Direct Message them with my order number and email address (which I provided) that is the only response on this matter.

On October 5th, I attempted to place an order for a phone case in collaboration with One Piece that I had signed up for to be on a waitlist. When I tried to pay through PayPal like I normally do online, it took me back to the casetify page with no order completed information. On top of that my shopping cart was empty. So I thought the order had failed, and decided to try again. This time I added on a phone strap because I thought it would be a good addition. Did the same thing again through PayPal but this time, it showed a successful order. Shortly after, I checked my email and saw that I got 2 order confirmation emails. I immediately clicked on their "Contact Us" link and was taken to their online form. There I selected the Cancelation/Amendment category, entered all the requested information (subject, name, order number, email address, message) and submitted the form. The only confirmation I got was a alert pop up window saying it was successful. I didn't get any email confirmation saying that my request has been submitted. So I tried again that same day, just in case my email was entered wrong. But the same thing happened.Fast forward to today 10/13 I get a shipment confirmation email for both orders so as a last resort, I responded to this email directly. I got a response from someone named *** and she claimed they did not receive any cancelation request emails. I clarified multiple times that I used their online form so I have no proof of my submission since they did not send me anything and I did not think to take a screenshot at that time. Turns out I received both orders yesterday 10/12 even though I only got the shipment confirmation email today saying that my order was "on its way". Everything about this business is MISLEADING. I decided to dispute the charge directly on my card's online account. Casetify is expecting me to ship back the extra item and have me pay for the shipping, which is absolutely ridiculous. At least send me a shipping label.

I have ordered a phone case from Casetify two months ago. It took them over two months just to deliver one small phone case! How ridiculous is that! Anyways, when it finally arrived it was broken! It was also very thin and poorly made. I wasted over $40 on garbage!
Then I went to their website and checked their return policy and it was the most ridiculous thing I've ever seen! It was said that nothing can be returned until it is accepted by them. So I sent them an email, but received no response. So it is actually impossible to get a refund, because no returns accepted until they email you.