Frequently Asked Questions

We’ve gathered a few of the questions we’re asked most often. If you can’t find what you’re looking for, don’t hesitate to reach out — we’re always here to help.

1. How long will my order take?

Each Cusbby case is prepared carefully before shipping. Processing usually takes 1–3 business days, and delivery takes around 5–12 business days depending on your country or region. For full details, see our Shipping Policy.

2. Can I return or exchange my case?

Yes — if your item arrives damaged, defective, or incorrect, we’ll gladly replace or refund it. However, personalized or engraved cases are non-returnable unless there’s a quality issue. You can learn more in our Refund Policy.

3. How do I customize my case?

When viewing a product, simply click “Customize” before adding it to your cart. You can enter your signature, name, or preferred element. For more guidance, visit our How to Order page.

4. What payment methods do you accept?

We accept Shopify Payments, PayPal, Visa, MasterCard, American Express, and mobile options like Apple Pay and Google Pay. You can find the full list on our Payment Options page.

5. How can I track my order?

Once your package ships, we’ll email you a tracking link. You can also check it anytime through our Track Order page.

6. My order hasn’t updated in a few days — should I worry?

Not at all. Tracking sometimes pauses while your parcel moves between facilities or clears customs. Most packages arrive within the expected timeframe. If you have concerns, contact us at support@cusbby.com.

7. Do you ship internationally?

Yes, we ship worldwide from Hong Kong, China, and the US. Estimated delivery times vary by region. Read more in our Shipping Policy.

8. How can I contact you?

We respond to most emails within 24–48 hours. Please write to support@cusbby.com or use our Contact Us page.

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