Frequently Asked

  • Reason for possible delay?

    Due to planned system improvements, orders placed on the 25th of September after 4pm may incur 1 day production delay. Our apologies for any inconvenience.

  • 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.

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