Casesmith Customs
Frequently Asked Questions
🔹 Are your cases returnable?
Each Casesmith Customs build is handcrafted and made to order specifically for you. Because every case is custom-built, custom orders are non-returnable once construction begins.
That said, if your case arrives with a verified defect, shipping damage, or a build issue on our end, we will absolutely make it right. We stand behind our craftsmanship.
Verified issues are resolved through:
• Return for refund
or
• Return for rebuild
The original case must be returned before a refund is issued or a rebuild is shipped. This ensures fairness and protects both parties.
🔹 When does construction begin?
Construction begins promptly once payment is received.
We work efficiently and most builds enter production quickly. If you need to request a change, please contact us as soon as possible after placing your order.
Early communication provides the most flexibility.
🔹 Can I request changes after ordering?
Yes — when feasible.
• If construction has not progressed past the relevant stage, changes may be accommodated at no additional cost.
• If work has progressed but the modification is still possible, we are happy to review it. Additional material or labor costs may apply depending on complexity.
Because each case is built individually and scheduled carefully, timely communication is essential.
🔹 What happens if there is a problem with my case?
If an issue is determined to originate from our workmanship or shipping:
• A prepaid return label will be provided.
• The case must be repackaged securely in the original box and packing materials.
• Refunds are issued once the returned case is received and inspected.
• Rebuilds begin once the return shipment is in transit with active tracking.
We do not issue refunds or ship replacements while the original item is retained.
All concerns must be reported within 48 hours of delivery and include clear photographic documentation.
🔹 What are typical build times?
Build times vary by model and complexity:
General Guidelines
• Heritage Series: 5–10 business days**
• Driveline Titan Series: 10–14 business days**
• Complex or multi-tier builds: up to 14+ business days
Special custom configurations — including precision hardware, custom rack rails, specialty tolex, engraved nameplates, powder-coated components, or non-standard fittings — may extend build times slightly depending on material availability and fabrication requirements.
Builds incorporating name-brand components from major manufacturers (such as premium rack rails, latches, handles, corners, or specialty hardware) can also add time depending on sourcing and availability.
Each case is handcrafted. Precision takes time.
🔹 Our Commitment to You
Casesmith Customs exists because of craftsmanship and word of mouth.
Over the years, nearly all of our customers have had positive experiences — many returning for additional builds and some becoming long-term connections we truly value.
We take pride in our work and approach every build with care and attention to detail.
Occasionally, concerns arise. When they do, we handle them with fairness, transparency, and professionalism.
Our primary boundary is simple:
If a verified issue originates from our workmanship or shipping, resolution requires return of the original case for refund or rebuild.
This policy protects both our customers and our small business and allows us to continue delivering high-quality builds with integrity.
🔹 Communication & Conduct
We value respectful, professional communication.
We reserve the right to cancel orders or decline service in cases of abusive, threatening, or harassing behavior.
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