Frequently Asked Questions
Need help? Check out our wide range of support questions and answers below. Our friendly customer service team is also available, you can reach us at support@casexpressau.com
Shipping and Delivery
All orders are processed and dispatched within 24–48 hours (business days).
Once your order is dispatched, you’ll receive a shipping confirmation email with tracking details so you can follow your delivery.
Standard Shipping: 2–6 business days
Standard Shipping: 3–9 business days
Standard Shipping: 3–7 business days
Standard Shipping: 3–9 business days
Standard Shipping: 3–7 business days
Standard Shipping: 3–15 business days
Once your order has been handed over to the courier, you'll receive a shipping confirmation email with a ‘Track Order’ button.
Haven’t received your shipping confirmation email yet? No worries! Reach out to us at support@casexpressau.com, and our team will be happy to assist you. We’re here to make the process as smooth as possible!
Think your order might be lost in transit? Although couriers may quote us specific dates, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered, please contact us and we can launch an investigation.
*Please note: For any queries or issues related to your Australia Post order, we strongly recommend you first reach out to Australia Post directly. Whilst we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
You can read more about Australia Post's process for lost/delayed parcels here.
We can absolutely help change this for you! Provided your order has not been shipped Please send us the new details and we can change this over for you.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Vending Machine
We have our Vending Machines mapped out, with exact locations in each of the shopping centres listed here.
Yes! We plan on placing our vending machines globally. Stay tuned and sign up to stay in the loop.
Although we strive to stock as many models as possible, our machine has a limited capacity. If you don't see your model listed, feel free to reach out to us or browse our website for more options. We'll do our best to help you get your prints on your phone case model
Please contact us at support@casexpressau.com
Include as much detail as you can, photos (if applicable), location of the vending machine and approximate time you were at the machine.
To use your tap card, please ensure your tap card is topped up.
When making a purchase, simply tap your card when asked to pay and your available credit will be applied automatically.
If you do not have sufficient credit, you can top up your balance or contact us for assistance.
Top Up Here
Payments
Most of our vending machines accept card and contactless payments only. However, we’ve now introduced cash payment options at selected locations.
If you have a discount code or a Tap Card with available credit, you can redeem the discount code at checkout and tap your card at the vending machine to use your credit.
Contact Us
Need to make a change or cancel your order? Email us as soon as possible, and we’ll do our best to help.
Please note:
Customised items cannot be cancelled or refunded once dispatched.
Non-custom items can be cancelled or refunded only if the order hasn’t been dispatched.
At times, orders may be processed quickly, so changes aren’t guaranteed after purchase. Please double-check your order before checking out.
You can reach our friendly support team at support@casexpressau.com
Need assistance?
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.
