FAQ

Is everything in stock?

Everything should be available at one of our Shenzhen, Hong Kong or Dromana fulfilment centres. 

Please note as we now stock over 1500 items that most of the items are not available for shipping from Dromana. In these circumstances items, to expedite receiving your order, items will be shipped from our warehouse in Hong Kong.

 

“Order

 

How do I tell which items ship from Hong Kong/Shenzhen?

If the item is shipped from Hong Kong/Shenzhen the next day Australia Post shipping option will not be available. Usually cases for the most recent devices ship from Hong Kong/Shenzhen. 

Express orders are shipped via DHL Express unless you live in an area they deem rural and it will ship via EMS.

When will I get a shipping code?

Orders are often shipped on the same day, sometimes they ship in the following business day or two. At this time a shipping code will be emailed to you. Often these emails get caught by spam filters and promotions folder so please keep your eye out for them. 

Where free delivery is applicable, goods will be posted using economy/budget methods.

When will I get an invoice?

Invoices are printed and shipped with the orders. There is also a download link in the order confirmation email.

Is GST included?

Yes it is.

Can I track my order?

We are shipping all orders with Australia Post, DHL Express or EMS. Everything is tracked door to door.

Orders with tracking codes ending with CN are shipped directly from the factory via Registered China Post. Orders with tracking codes ending with HK are shipped directly from the factory via Registered Hong Kong Post.  Orders with tracking codes ending with SG are shipped directly from the factory via Registered Singapore Post.  These orders may be tracked here

Please note that tracking with Australia Post is not live. In most cases the Australia Post Tracking Website will not show anything before the shipment has been scanned at the point of its destination. If you know the tracking number of your shipment you can track it here.

You can contact Australia Post direct by calling 137 678.

 

Why hasn't my order has arrived yet?

In the event that any items are lost or damaged during transit, please lodge a ticket with us at tickets@casebuddy.com.au.

 

It could be a number of reasons. We find it is usually one of the following:

  • Lost mail
  • Delayed mail
  • Incorrect address
  • Incomplete address
  • No calling card left by postal contractor

If an item takes longer than 28 days to arrive we’ll refund the order.

My order is late, now what?

First we need to verify your address was entered correctly into the checkout or that order has not been sent back to us by mistake of the postal service.

If it has 28 days+ - we'll refund the order.

How and when do I get a refund?

Refunds are processed using the method the purchase was originally made - VISA, Mastercard or Paypal.

  • Faulty items will need photos or videos submitted with a ticket.
  • Incorrect items will need photos submitted with a ticket.
  • Customer error/wrong selection will need the items returned. No refunds on shipping.
  • Customer change of mind will need the items returned. No refunds on shipping.
  • Lost or excessively delayed mail is refunded after 28 days. The items usually may be kept.
  • Your item will by dispatched to the address used at check out. 
  • We are not responsible for items sent to an incorrectly supplied address. 

- We are not responsible for items you forget to collect it in time from Australia Post. Item(s) returned to us will incur an additional fee for re posting.

Alternatively you can contact Australia Post direct by calling 137 678.

Once the postal service collects the mail we have little or no influence over its delivery. We can however refund any shipping costs if an order is delayed and offer 25% discount on any future orders.

How do I process a warranty claim?

If the item you received is faulty, please accept our sincere apologies for the inconvenience. Please e-mail tickets@casebuddy.com.au quoting your name, order number and details of the product received and send video or photo evidence of the fault and we will rectify, replace or refund.

Understanding Restocking Fees

Higher inventory costs affect our company’s ability to service customers in a competitive and cost-efficient manner. Therefore, charging restocking fees is the impetus CaseBuddy needs to continue to provide products at a competitive price.

When it comes to small business inventory management, restocking fees just come with the territory. Granted, it’s a touchy subject and companies would love to get away with not having to pay a restocking fee. However, there are valid reasons to charge your customers for returning product.