Questions & Contact

Top Questions

I submitted a question via email or Facebook but have still not received a response. When can I expect an answer to my question?

Our support team is doing its best to answer your questions as quickly as possible. However, due to a backlog of emails related to the holiday season, this is taking more time than expected. We are doing our best to respond as soon as possible. We ensure that together we will find a solution to your problem.

Frequently Asked

Holidays

On holidays, orders will not be processed by us or by our carriers. Orders that were placed the day before the holiday and on the holiday itself will be sent out the first weekday after the holiday. Our customer service will also not be open during holidays.

April 2 - Second day - Easter
April 27 - Kingsday
May 10 - Ascension Day
May 20 - Pentecost
December 25 & 26 - Christmas
What are the shipping costs?

US shipping costs are as follows:

Free for UPS I-Parcel delivery (7-11 Business days)

$4.99 for Express UPS Pick-up Point (2 Business days)

$9.99 for Express UPS delivery (2 Business days)

Shipments to Australia are fully supported using UPS I-Parcel for a cost of $5.00. For other international destinations, we charge different fees depending on the destination. You will find the rates in the checkout page.

For some remote locations extra shipping fees may apply, you will find these during the checkout

Should your case need to be returned, please contact our customer service. Costs for returning a product to us will be charged to the Buyer.
I receive an error message when I try to create my case, why doesn’t it work?

If creating your case doesn’t seem to work or you are unable to upload a picture and order your case, you are advised to check the following:

- Does your browser meet the system requirements?
- Does the image you are trying to upload correspond to one of the following formats: JPG, GIF or PNG?
- Does the image you are trying to upload exceed the maximum allowed size of 6MB? If so, you can reduce the size and try again.
- Is your internet connection stable and of a decent speed (5mb+). When in doubt, situate yourself closer to your router or use a direct cable connection.
When will my order be delivered?

Our average shipping time to the United States is 7-11 business days using standard USPS delivery. Delivery times will change depending on the chosen delivery service. If your case has failed to reach you within the time frame specified for the the chosen delivery method, please email us at support@gocustomized.com.
What payment methods are available and are they secure?

Current payment methods available: MasterCard, Visa, Visa Electron, Maestro, Discover and PayPal. All connections through our website are secured using SSL encryption.

Making a Case

How can I make my own case?

The design process has been simplified into 3 simple steps. You can use all your personal pctires, logos or text in your design. In addition, we offer standard made GoCustomized designs should you not have inspiration for your own design.
Can I use and image with a transparent background?

Yes you can. Our case creator supports PNG format images with a transparent background.
Which image formats can I use and how do I make one?

The following formats are supported by our case creator: JPG, PNG and GIF. Files can be a maximum of 6MB during upload. The higher the resolution of the image uploaded, the better the end result will be. You can also create your design beforehand by using programs such as Adobe Photoshop or free tools such as Pixlr and upload this image to our case creator. Keep in mind that we maintain a 3mm margin of error near the edges and camera opening of the case.
Can I use images from the internet?

Any picture with the correct format can be used (JPG, PNG or GIF). Be aware that images taken from the internet and especially social media sites such as Facebook, often have a low resolution. Ensure that if you use images taken from the internet, the resolution is adequate for the desired end result. In addition, ensure that you do not infringe on any copyright or ownership trademark when using images taken from the internet. Not sure if you are? Simply ask the photographer just to be sure.
Can I use logos?

As mentioned earlier, any image with the correct format can be used. The most important thing to be addressed when uploading a logo to GoCustomized is the issue of copyright/trademark. The logo must be yours or you must have permission to use it. Are you not sure if you own the copyright/trademark? Please, contact the creator of the logo.

Order and Payment

Can I submit an alternative delivery address?

Yes, you have the option to submit an alternative delivery address during payment.
What payment methods are available?

Current payment methods available: MasterCard, Visa, Visa Electron, Maestro, Discover and PayPal. All connections through our website are secured using SSL encryption.
How do I redeem my discount code?

Your discount code can be used on the shopping cart screen. Click on your shopping cart on the top right of the screen and enter the code on the bottom of the page. If the codes fails to work, please contact us immediately.
I did not receive a confirmation email, was my order placed properly?

Be sure to check your junk folder, just in case your email provider has rejected our email. If the email cannot be found in your junk folder and you have still not received a confirmation email, please contact us and let us know which day and time you placed your order.
My order encountered an error and my shopping basket is now empty, can you fix this?

If your order failed to complete due to waiting too long between creation and purchase, or because of payment issues, you can easily find your order in your account dashboard. You can place your order again by clicking “Re-Order” in your order overview.

Delivery

How can I track my package?

You can track your order from your account and see when it was shipped. The tracking number will also be sent to you by email when we ship your package. The tracking information regarding your package can take a few hours to update after being sent.
What are the shipping costs?

US shipping costs are as follows:

Free for UPS I-Parcel delivery (7-11 Business days)

$4.99 for Express UPS Pick-up Point (2 Business days)

$9.99 for Express UPS delivery (2 Business days)

Shipments to Australia are fully supported using UPS I-Parcel for a cost of $5.00. For other international destinations, we charge different fees depending on the destination. You will find the rates in the checkout page.

For some remote locations extra shipping fees may apply, you will find these during the checkout

Should your case need to be returned, please contact our customer service. Costs for returning a product to us will be charged to the Buyer.
What is the delivery time?

US shipping times are as follows:

Standard USPS delivery (7-12 Business days)

Express UPS Pick-up Point (2 Business days)

Express UPS delivery (2 Business days)
What is the status of my order?

You can follow the status updates of your order on your account page.
Can I get a refund if I return my item?

For products that are customized, there is no money back guarantee. The product purchased no longer has any resale value due to it being a custom made item. Is there damage or inconsistencies with the print? Contact us immediately at support@gocustomized.com

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