FAQ
Shipping
How long will it take to get my order?
Our products are made to order. Production and delivery times vary by location and shipping method.
Production time: between 2 to 6 business days.
Shipping time: Will vary based on the shipping option you choose.
The total estimated delivery time (production + shipping) is shown at checkout for each option.
*Please note that delivery times may be affected depending on order volume and the number of orders received.
Where can I see my tracking number?
Tracking numbers are only available if you chose express shipping at checkout; it is not provided on standard shipping orders.
Your tracking number will be included in your confirmation email. You can also log in to your account to check your order status.
My order was shipped but I never got it. What shoud I do?
If your order is late, begin by checking if your address in the email confirmation is listed correctly, including your apartment number, if you have one.
It’s possible that Canada Post is experiencing unusual delays or has even lost your shipment. If this is the case, please get in touch with us. Don't worry, we won’t let you down!
Why was my order returned to your warehouse?
If your order was returned to us due an incomplete address, a member of our team will attempt to contact you for an updated address or you can contact our support team at info@kasemedesign.com
Can I come pick up my order?
We don't offer order pick-up at our warehouse or in-store at the moment, but if you're near one of our stores, you'll find hundreds of design options available on site. It's also possible to customize your cases on site.
Why was my order partially ship?
We have a maximum capacity for certain items in our packaging. We sometimes have to split up your order in multiple shipments. While we do ship everything at the same time, it may happen that your packages are delivered on different days.
What carrier do you use?
Standard shipments are shipped via Canada Post lettermail service.
Express shipments are shipped via our wide range of shipping partners.
I made a mistake in my order or address, what should I do?
Please get in touch with us as soon as possible. In most cases, we’ll be able to make the required change to your order before it goes into production or change your address before it ships.
If the address entered on an order is incomplete or incorrect, the order will be returned to us directly. Please contact our customer service department and provide your correct address. We will then return the package to you at our expense.
To contact us: info@kasemedesign.com
Exchanges and warranty
Can I exchange my item?
You may exchange your product within 30 days of the shipment date, provided it is new and unused. This policy does not apply to personalized products, which are not eligible for exchange.
Since our products are printed as the orders come in, we cannot refunds your order.
Return shipping fees are the responsibility of the customer.
*Note that all our mystery cases are final sale and can't be returned or exchanged.
How do I make an exchange?
Exchange procedure:
Please send the unused item to the address below. Be sure to include a note inside the package with your order number and the item you wish to receive in exchange.
KaseMe Design
2030 127th Street, Suite 150
Saint-Georges, QC G5Y 2W8
Canada
Once the product is received, we will ship the replacement item. You may use a small envelope (the original one can be reused), affix two stamps, and drop it in a Canada Post mailbox. Please ensure that no signature is required upon delivery.
In-store exchanges:
For added convenience, you may also complete an exchange at one of our retail locations here.
Do you have a warranty on your products?
All KaseMe products are covered by our one year warranty starting from the shipment date of your order.
If your product breaks or shows a manufacturing defect, please contact us at info@kasemedesign.com. Our team will assist you with a replacement at no cost.
You can find our detailed warranty policy here.
Does your warranty apply if I bought my case at one of your retailers (e.g. Simons, Jean Coutu, etc.)?
Yes, the one-year warranty policy applies. To make your exchange, you must contact us by e-mail at info@kasemedesign.com or visit one of our KaseMe boutiques with proof of purchase.
Our products
Where are your products made?
All our our products are designed by our team right here in Canada.
Our main product, the Impact case, is officially "made in Canada" as the majority of manufacturing costs happens in our manufacturing plant.
Other products, such as our transparent cases, AirPods or screen protectors, come from our international partners as we are unable to manufacture them here. However, every print and customization is done in Canada, ensuring a unique product that meets our quality standards.
Which devices are compatible with your ChargePod?
All devices can be charged with our ChargePod battery via its USB-C output. However, wireless charging works only if your device has Qi technology.
Do I need a Magsafe ring to use your ChargePod?
No, you can charge your phone, AirPods, and other wireless devices without a MagSafe ring.
However, if you’d like the ChargePod to magnetically attach to your device while you’re on the go, we recommend using a MagSafe ring inside your phone case.
Are your Macbook skins permanent? Can I use it more than once?
Our skins are not permanent; they are designed with a special adhesive that will not leave any residue when you take it off. Unfortunately, you can only use them once.
Are your Macbook skins hard or soft?
Our skins are much like a high end sticker, not a hard shell. If you'd like extra protection, our hardshell clear cases fit perfectly with our skins!
General
Can I buy your cases in a physical stores?
Yes, we have retail partners and also our own retail location. Click here to find a location near you!
How do gift cards works?
When you buy one on our online store, your gift card will be sent to you by email. You can then print out the specially formatted email to give it as a gift to your friends or loved ones. You can also buy gift cards in our physical stores too.
Note that gift cards can be used online and in store.
Do you have corporate pricing for high volume orders?
Yes! We offer bulk pricing discounts. Please visit our corporate page for more info or get in touch with us if you'd like to place a special order with us.
Can I become an affiliate?
Please get in touch with us on Instagram if you wish to join in our affiliate program!