FAQs
1. How long does shipping take?
Delivery usually takes 7–10 business days depending on your location. You will receive a tracking number once your order has been dispatched.
2. How can I track my order?
Once your order is shipped, you’ll receive a confirmation email with a tracking link. You can click the link at any time to view real-time delivery updates.
3. I entered in the wrong address, what do i do?
Contact service@thecaselane.com immediately. Customers have a one-hour window to request an address edit. We will do our best to accommodate but there are no guarantees.
If we are unable to edit your address, you will need to contact the carrier directly to see what they are able to do for you. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, please note that shipping is non-refundable.
4. What if my order hasn’t arrived yet?
If your order seems delayed, please first check your tracking link for updates. If there’s no movement for more than 7 business days, contact our support team at service@thecaselane.com, and we’ll help you investigate immediately.
5. What should I do if I received a damaged or wrong item?
We’re sorry for the inconvenience! Please contact us within 7 days of receiving your package, and include photos of the product. Our team will arrange a replacement or refund as soon as possible.
6. What is your return and exchange policy?
For more information on our return/exchange policy please click here
7. Can I cancel my order after placing it?
We process and ship your order as quickly as possible. Our customers have an hour window to request a cancellation. While we will do our very best to accommodate your request during the hour window timeframe, cancellations are not guaranteed. Please contact us at service@thecaselane.com as soon as possible if you would like to cancel your order.
8. What happens if i order something and it is out of stock?
We will contact you and refund you the full price of the item within 3-5 business days.
9. Do your products on the site match the product exactly?
Due to various minor improvements made to the construction of the product, digital photography, and dye lot variations, we cannot guarantee that the color and construction you see on your screen as an exact replica of the product. We strive to show our products as accurately as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct. For best results, view this page with your color depth set to 16-bit (thousands of colors) or higher.
10. What are your customer service hours?
Our customer service team is available Monday to Friday, 10:00 AM – 5:00 PM (GMT+11). We aim to reply to all emails within 24 hours on business days.