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
How does shipping and delivery work?
Once your order is placed, our team will carefully print your phone case and prepare it with the utmost care. Please allow up to 48 hours for us to pack your order. Orders are shipped only when all items in your order are ready.
After dispatch, your phone case will be on its way and should arrive within 2-8 days. You will receive a shipping confirmation email with a tracking number as soon as your order is sent, allowing you to track its journey.
Free shipping is available Australia-wide on orders over $69.
Please note: Shipping timeframes begin from the date of dispatch, not the date of purchase.
How much do I pay for shipping?
If you’re located in Australia
Flat Rate:
Standard Shipping: $9.95
Express Shipping: $15.00
Free Standard Shipping for all orders over $69
We use AusPost for all deliveries.
When will my order arrive?
Express Shipping is available for all regions in Australia with an expected delivery between 1-4 days.
Standard Shipping is included free on all orders over $69. Expected delivery is between 2-8 business days.
*Please note: Although Australia Post quote us these expected delivery times, 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.
How do I track my order?
Once your order has been handed over to Australia Post, you'll receive a shipping confirmation email with a ‘Track Order’ button. This will take you directly to the Australia Post website, where you can track your delivery in real time.
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!
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although Australia Post quote us 2-8 business days for standard delivery, 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 within 20 days, please contact us and we can launch an investigation with Australia Post.
*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.
Can I change my shipping address?
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.
If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.
*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!
CASE XPRESS Vending Machines
Where are the CASE XPRESS Vending Machines located?
We have our Vending Machines mapped out, with exact locations in each of the shopping centres listed here.
Will you be opening up in other states?
Yes! We will be launching nationally very soon, stay tuned via our Instagram (@casexpress_au) for the latest info about our new locations.
Help! what if I don't see my phone case model?
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 the perfect phone case!
What do I do if I have an issue at the vending machine?
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.
How do I use my Loyalty Card?
To use your loyalty card, please ensure your printing credit 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.
Payments
Can I pay cash on the vending machines?
No. Our vending machines do not accept cash. At the moment they are card-only, accepting Visa, Mastercard, and American Express, as well as contactless payments like Apple Pay and Google Pay.
How do I use the gift vouchers?
Digital gift vouchers can only be redeemed through our website.
Physical gift vouchers are exclusively for use at our vending machines.
Please ensure that you select the appropriate voucher type for your intended use, as all gift vouchers are non-refundable.
For more information, please refer to our refund policy.
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I need to cancel or change my order!
If you need to change or cancel your order, please email us immediately and we'll do our best to accommodate your request. However, once the order has been dispatched from our fulfillment centre, we cannot offer a refund, as these items are customised to your specifications.
As we strive to process orders quickly, there may be instances when an order is in the processed. While we cannot guarantee changes after an order is placed, we kindly ask that you carefully review your items before completing your purchase.
How do I contact you?
You can reach our friendly support team at support@casexpressau.com
You'll also find us on the socials @casexpress_au on Instagram
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.