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Frequently Asked Questions

Payment Information Order Status Return Information Shipping Information

Payment Information

  • I see a charge on my credit card even though I was told that my order failed. Did caseen take my money?

No. What you are seeing is a "hold" placed upon your account by your bank. It will expire within three business days and your money will be available again.

  • Did you already charge my credit card when I place the order?

No, we will charge your credit card only when your order has been approved and processed. If we cannot process your order, your card will not be charged. When you place an order with caseen, we must send what is called an authorization request to your credit card company. This is only a request for authorization; not a charge against your credit card.

  • What are my payment choices?

caseen currently offers the following payment methods:
American Express
Prepaid Cashier Check/Money Order
Wire Transfer - Please contact caseen for account information.

  • How do I pay by money order?

Please send money order to our address:
705 Brea Canyon Rd. Suite #1
Walnut CA 91789
Please note that, if full payment is not received within 10 business days from the original date of order, will automatically cancel your order. All merchandises purchased through money orders/ check will be shipped after the money has been deposited and cleared by our bank.

Order Status

  • How do I check status on my order?

For your convenience, caseen will automatically send you updates regarding any pending orders via e-mail. However, you can also obtain your order status directly through our web site.

  • How do I get a tracking number?

caseen will automatically send your tracking numbers via e-mail once your order has shipped.
If your e-mail address is incorrect or has spam filter, you may not be able to receive any e-mail from us. But you can still check your order status by login to your account, or contact us for further assistance.

  • Did my order go through?

You will receive an acknowledgement e-mail right away on every order placed, and an Order Status e-mail will be sent upon available. If your e-mail address is incorrect or has spam filter, you may not be able to receive any e-mail from us. But you can still check your order status by login to your account, or contact us for further assistance.

  • Can I change an order?

You may request a change to your order, if your order has not already been processed and shipped. Please call (909)334-7395 for immediate assistance with this. Please e-mail your exact changes, order number, and customer ID number to our processing department at

Return Information

  • How do I return a product?

You can fill out the RMA Request Form to obtain an RMA number. For more info vist this RMA Instructions link.

Shipping Information

  • Can you ship to a different address than my billing?

Yes, we are able to ship to an address other than your billing address. However, in order to protect our customers from fraudulent transactions, we only ship to the address that is listed with your credit card company. Therefore, if you wish to ship to an address other than the billing address, please contact your credit card company and have them list an alternate shipping address. The procedure is done strictly to protect consumers, as well as us as a merchant. We realize that this policy may be slightly inconvenient, however it enables us to provide you with the best possible price. Thank you for your patience and understanding!

  • How long will it take before it ships?

Most orders are shipped within two business days. As soon as it ships, we will e-mail you the shipping details and a tracking number. However, You may experience delays if there is any problem with the processing or verification of your billing address or credit card information.

  • What are my shipping method choices?

caseen currently offers the following shipping methods:
Standard Overnight- One business day
Two Day Air - Two business days
Three Day Air - Three business days
Ground Service- Approximately 5 business days
APO/FPO Military - US Priority Mail (Restricted to Military Addresses only)
The above delivery methods do not include processing time or delivery on weekends and holidays.

  • What kind of flat rate (Our Shipping) methods do you offer?

For all flat rate (Our Shipping) methods, we utilize UPS Ground or USPS Priority mail based on availability, so that we can ensure the quickest possible processing. Therefore, we are unable specify which carrier your order will be shipped through, until your order has actually shipped.

  • Do you ship internationally?

Yes, we do ship internationally, but we only accept Wire Transfer or PayPal (We will accept PayPal payment only if your purchase amount less than $150). We do not accept international credit card. For wire transfer, please select Wire Transfer on your payment method when you check out, and we will email our bank information to you. Sorry for the inconvenience.

  • Do you offer local pickup or will call service?

We do not offer any local pickup or will call service. All orders must be shipped out via one of our shipping carriers. We do not make ANY exceptions to this rule.

  • How much do you charge for international freight?

When you check out, Select USPS (US Postal service) on shipping method, and the shipping cost will be displayed on the drop down menu.

Contact Us

If you still can't find what you are looking for, you can ask our helpful staff your questions. To contact us, please click here.

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