FAQ
Shipping
How long will it take to get my order?
As all of our products are printed on demand, please consider both production time and shipping time.
Standard Shipping
Production
3-6 business days
Shipping Time Canada
Quebec Province: 3-6 business days
Rest of Canada: 5-10 business days
No tracking number
Shipping Time USA & International
USA: 5-10 business days
Intl.: 6-12 business days
With tracking number
Express Shipping
Production
2-4 business days
Shipping Time Canada
1-2 business days
With tracking number
Shipping Time USA & International
USA: 2-4 business days
Intl.: 5-10 business days
With tracking number
Certain products such as Skins or iPad Folio cases may have a different expedition time. Please refer to the expedition time mentioned at checkout for actual shipping time.
Please note that delivery times may be affected depending on order volume and the number of orders received.
*These delivery times may be different during the Canada Post strike.
Where can I see my tracking number?
Note that 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
I only have the express delivery option at checkout, is this normal?
Yes, some products can only be ship by express shipping with a tracking number because of their value and weight.
Products shipped with express shipping:
- iPad Folio cases
- iPad Clear cases
- Power banks
- MacBook Hardshell
Returns and exchanges
What is your return policy?
It is possible to exchange a model or design within 30 days of the ship date if the product has not been used. However, note that all sales are final and no refunds are possible unless the product is defective. This does not apply to personalized products, which are not exchangeable or refundable.
To exchange a product, please write us at info@kasemedesign.com.
How do I make an exchange?
To exchange your product, you must send the unused case to the address below. Please include a note in your return stating your name, order number, reason for exchange and desired item.
KaseMe Design 2030, 127e Rue, Bureau 150 Saint-Georges, QC, G5Y 2W8
Upon the reception of your item, our team will proceed with the exchange. Returns can be made in a simple envelope or the original envelope with two stamps.
Please be sure that we don't need any signatures to receive the package.
Do you have a warranty on your products?
All of our cases come with a one year warranty. If your case breaks or experiences unusual color fading, please get in touch with us for a free replacement. Note that normal wear and tear are not covered by our product warranty.
Products not covered in our 1 year warranty are: Screen Protector, Camera Lens and any accessories under 10$ value.
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.
I would like to return or exchange an item. Can I bring it to your office?
You can drop off your package in our mailbox located outside our office. Please do not enter the office — simply place the envelope in the outdoor mailbox. Make sure to indicate your order number and the desired product in exchange.
Here's our office address: 2030 127e rue, Saint-Georges, G5Y 2W8.
To learn more about our return and exchange policy, please contact us at info@kasemedesign.com. Our team will be happy to answer any questions you may have and guide you through the return or exchange process.
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.
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!
Can I use two promo codes at the same time?
It is only possible to use one promotional code or promotion per order.
