FAQ

Please read the title and description carefully and make sure our product matches your device before purchase.

 

What payment methods are accepted?

PayPal and Credit Card (Visa/MasterCard/American Express) are accepted at the secured checkout page.

 

What model is my Android device?

Samsung has a wide range of tablets and mobile phones, therefore it is very common to get confused. In order to choose the correct case/cover, it is essential to first find out your device’s model number. Other Android manufacturers (like HTC, Google, etc) also have quite a few devices, however how to find out these device’s model number is fairly similar. 

How?
Go to "System Settings", then go to "About Device", and there you should find the Model Number. YouTube tutorial: https://www.youtube.com/watch?v=TwY1MOrVA2M

 

What version is my iPad device?

Please refer to the Apple support article: https://support.apple.com/en-au/HT201471

If you are still unsure please send us your iPad’s model number which is at the back of your iPad (it will start with A1xxx, e.g. A1893 for iPad 9.7 2018, A1460 for iPad 4), so we can help verify your iPad and recommend cases that would be suitable for your device.

 

How do I install a tempered glass screen protectors?

This is a YouTube tutorial that shows how to install a tempered glass screen protector on a mobile phone, which is very similar to the installation on tablets.

 

How can I install the shockproof case with *straight handle*?

The cases with the straight handles do not have the slots at the back for installation. Here is a YouTube tutorial to help you properly install the device into the case:

 

Why doesn’t the smart case/cover put my iPad to sleep or auto-wakeup?

The device may have these features disabled. Please check if this is the reason why. 

How?

The auto lock/unlock feature can be turned on/off in: ‘Settings’ > ‘General’ > ‘iPad lock/unlock’. Further details here: https://discussions.apple.com/thread/5550767

 

My Bluetooth keyboard won’t connect? (Instructions for Bluetooth keyboard usage)

Before use, your Bluetooth Keyboard must first pair up with your device. Please follow the detailed instructions below:  

  1. Switch on the Bluetooth keyboard from the top right (can be at the bottom for some models). You should be able to see the power light turns on. If the light does not go on, please charge the keyboard with the provided cable. Note that the power light may not be flashing all the time and it may shortly go off. 

  2. Press the little button labelled ‘Connect’/‘Link’ on the top right (it can be at the bottom for some models). If the light remains off on the keyboard, you may need to switch off the keyboard and restart over from step 1. 

  3. After the ‘Connect’/‘Link’ button is pressed, the Bluetooth light should start flashing. 

  4. Go to your device and make sure the Bluetooth is enabled. To do this please search in the scanned Bluetooth device list and you should be able to see the ‘Bluetooth keyboard’ entry (names can differ slightly). If you still cannot see it after a while, the option is to either perform the Bluetooth scan again or start over from step 1. 

  5. Click on that keyboard entry.

  6. After a short while, you will be prompt with a dialogue on your tablet showing 4 digits (for Apple’s iPads/iPhones) or 6 digits (for Samsung devices). Type the digits in and hit ‘ENTER’ as instructed with your Bluetooth keyboard to complete the pairing. In some cases, you may not need to input the PIN code as it will pair automatically. 

  7. If it is paired successfully, you will see the entry status shown as ‘Connected’/‘Link’. Your Bluetooth keyboard is now ready to use. If you see a message explaining that it has failed to pair up, you will need to try again. 

  8. After it has been successfully paired up, for future use it will be automatically connected to your device when it is switched on. If not, try clicking the ‘Connect’/‘Link’ button. 

 

Why does my Bluetooth keyboard only connect the 1st time but cannot connect after that?

You only need to click the 'Connect'/'Link' button once when you first pair the device to the Bluetooth keyboard. After that, you do not need to press the 'Connect'/'Link' button again. Clicking on it more than once will disconnect the device from the Bluetooth keyboard. The Bluetooth keyboard should automatically connect to the device when the device is switched on (if the Bluetooth keyboard is in range).  

To resolve this issue, please try to forget that device pair, turn the Bluetooth feature off and on and then pair the device to the Bluetooth keyboard again. 

 

The output characters are not consistent with the keys I pressed (e.g. I want to input $ with SHIFT+4, however £ is on the screen)?

The possible cause is the default region, language & keyboard. Try to set them all using NZ-related. Restart the device, connect to the keyboard and try again.

 

Which courier company will be shipping my items?

All online orders are delivered with Australian Post. For an estimated delivery speed, please check the delivery speed page.

 

I have a tracking number. Why can’t I find my shipment details on the AusPost website

AusPost sometimes will only update their tracking when the item arrives at the dispatch centre. Please be patient and it is uncommon that items go missing. 

Tracking page: https://auspost.com.au/mypost/track/#/search

 

How long will it take you to reply to my emails?

We will respond to your emails within 24 business hours. Fast and efficient customer service is what we are aiming for. 

Please check your spam folder if you haven't received our reply email within 24 business hours.

 

My items are damaged when I received them. What can I do?

Please accept our sincerest apologies if this ever happens. We offer free returns if it is truly our fault.  

Our products are all brand-new and we do thorough visual checks before shipment. Unfortunately, items may sometimes be damaged in transit.  

If an item doesn’t work well or as intended. Please double check with our customer service team ASAP (within 1 week - counting from the day it was delivered)  to confirm if the product is possibly defective. Please give us a detailed description of the problem, to help us identify the cause. We can proceed from there. 

 

Why hasn't my order arrived yet?

Please check with your local post office to see if they are holding the parcel.

  • Your item will be dispatched to the address used during checkout. 

  • We are not responsible for items sent to an incorrectly supplied address. 

  • We are not responsible for items you forgot to collect from Post office. 

Alternatively, you can contact NZ Post directly. Please check their website for further details.

 

myCaseCovers reserves the final interpretation of above policy.