FAQ

Getting Started with Design

I want to design my own case. How do I get started?

Selecting your product.

Just select your product in our product categories, you can get your design started inside the product page.

Start designing!

You can upload your own image from your computer or smartphone. You can also create your own design with our customization tool that includes many fonts, cliparts & layouts for you to choose.

I want to upload my own images. What image format and resolution will give the best result?

Our design tool supports .jpeg and .png formats. For a phone case, we recommend a resolution of 1000×2000 pixels. For other custom products with larger printing areas, we recommend a resolution of at least 2000×3000 pixels. In order to get a good printing result, please make sure you use high quality images.

How to use the design tool?

Please refer to the instruction videos at “Design Tool Guideline“.

Ordering

How can I check the status of my order ?

You can log in to your account anytime to view your order status. If you can’t remember your password, simply use the Forgot Password tool on the login page.

I just placed an order. What now?

First of all: Thanks for your order! Here’s what going to happen: After placing your order you’ll receive two emails updating you on the status of your order. The first email will confirm your order. We usually ship orders in 2 to 3 working days. The other email will confirm the shipment of your order.This email will have all the delivery details about your specific order.If you did not receive any emails please be sure to check the Spam / Junk folder of the email you registered with us.You can also check the of your order in your account anytime.

I changed my mind. Can I return my purchase?

We do not accept returns for custom products. Every custom product is made to order and it’s not possible for us to resell your purchase.

Can I change or cancel my order?

Unfortunately that’s not possible. Once your order is confirmed, we immediately start the production and shipping process. We can not change any details about your order after the confirmation. So make sure you enter the right shipping address and order the right product for you.

I did not receive my order! Will it be lost?

After we ship your order we trust the shipping companies we work with to do their part. Unfortunately, it can sometimes happen that they lose a parcel or deliver it to the wrong address. We maintain a waiting period of 21 business days after shipment to make sure your order is not delayed. When you do not receive your order within this waiting period we consider your order lost in transit and we will offer you a solution.

Please contact us by filling up the contact form at “Contact Us” when you do not receive your order within 21 business days.

If I’m not happy with my order! What can I do?

We are very sorry if you are not satisfied with our products or services. We are always trying our best to fulfill our customers’ needs. If you do have a problem that can’t be helped with these frequently asked questions, please contact us by filling up the contact form at “Contact Us“.

I want to buy a lot of cases. Can I get a bulk discount?

We offer bulk discounts on orders. Please contact us by filling up the contact form at “Contact Us“.

Shipping

How long does shipping take?

The processing time of your order is 2-3 working days after your order has been received. The below shipping times are the estimated time required by the postal service and does not include the processing time of the Customs in the destination country.

Based on the buyer’s location, our system will display the estimated delivery time in the product page and checkout page respectively. If you would like to know the estimated delivery time with a specific location, please select the destination location on the checkout page to get an idea of the approximate time frame.

During public holidays and busy periods, it’s possible that the processing and delivery of your shipment may experience some delay. Customs and the Postal Service may require extra time to work on the processing / delivery during peak season (Black Friday, Christmas, etc.) or before major festivals (e.g., Valentine’s Day). For details on public holidays in the destination country, please refer to your local government website.

**Estimated delivery time = processing time(2-3 working days) + shipping time(as the table below)

Country/Region Shipping Type Shipping time (Working days)
US Tracked 5-8
Canada, Mexico Tracked 7-14
UK, Germany, France Tracked 5-8
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Hungary, Iceland, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Italy, Spain, Cyprus, Switzerland Tracked 7-14
Australia, New Zealand Tracked 7-14
Hong Kong Tracked 2-3
Macau Tracked 4-7
Japan, South Korea, Vietnam, Singapore, Malaysia, Thailand, Philippines, Indonesia Tracked 7-14
South Africa Tracked 7-14
Rest of the World Standard without tracking 7-21

I want to track my order. Is this possible?

We offer tracking on all orders with the Tracked Delivery services. You will receive an email with all the tracking details when your order has been shipped. You are also able to track your order in your YooCustom account. However, the Standard Shipping for some countries does not include a tracking number.

My tracking number does not work. Now what?

Sometimes it’s possible that your tracking number is not immediately activated after shipment. If your tracking information is not available two days after you’ve received shipping confirmation please contact us by filling up the contact form at “Contact Us“.

Will I have to pay import taxes?

Most of the buyers don’t need to pay import taxes. The below is a table showing the information for your reference.

Region/Country Buyers have to pay import taxes/duties?
United States No
Canada, Mexico No, buyers don’t need to pay. Imported taxes/duties will be prepaid by Yoocustom.
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Germany, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, France, Italy, Spain, Cyprus, Switzerland, United Kingdon No, buyers don’t need to pay. Imported taxes/duties will be prepaid by Yoocustom.
Hong Kong, Macau No
Japan, South Korea, Vietnam, Singapore, Malaysia, Thailand, Philippines, Indonesia, Australia, New Zealand Depending on the customs policy in the destination country
Rest of the World Depending on the customs policy in the destination country

Will COVID-19 affect my order?

In view of the recent situation of COVID-19, logistics transportation and global delivery services are now subject to temporary delays. Shipping time is likely to be lengthened as a special arrangement of some courier service companies and air traffic delays are to be expected. Thanks for your patience while we work hard to get your order to you!

Returns/Warranty

My purchase broke during the warranty period. What now?

We offer a 6-month warranty period on all our products. We strive to bring you the best quality available. In the off-chance that your purchase breaks during this period, we will replace the purchased product free of charge. When this happens contact us by filling up the contact form at “Contact Us“. Please include a clear picture of the problem and your order number. That way we can offer you a solution as quickly as possible.

Billing

How can I pay for my order?

We accept PayPal, Apple Pay, Google Pay and credit cards. We process and ship order after receipt of payment.