Help / FAQ

You have questions?  We have answers!

Below are some of the most frequently asked questions, each paired with a concise answer to help make MyCaseBuilder as easy-to-use as possible.

MyCaseBuilder DESIGN Questions

  • How do I get started?

    Whether you're looking to purchase a new case complete with custom-designed foam, in need of custom-designed foam only for a case you already have, or custom designing a piece of foam with your own exacting dimensions, your first step is to CLICK HERE to START YOUR PROJECT.

  • How do I choose the right size case?

    A good way to estimate the size of the case you'll need is to arrange all the items you will be putting in your case in a rectangle on a table. Measure the length and width to get those dimensions, then measure the tallest item from bottom to top. Add an extra 50mm to all of your measurements to account for proper padding, and you'll have your length, width and depth measurements! From there, you can browse our complete size-sorted catalog to find the perfect case.

  • Why don't your published case dimensions match the manufacturer's specs?

    Often, manufacturers published specs are based upon engineering designs rather than the actual finished products. In addition, many of these cases have an internal draft (slanted walls) which causes the measurements to vary depending on the depth at which they are taken.

    At MyCaseBuilder, every case we offer is hand-measured in our factory to ensure the foam completely fills the entire space. After engineering the interior cavities, we finish each piece by chamfering the sides to accomodate sloped interior walls and hand-cut notches for any interior intrusions like wheels and handles. This allows your custom foam insert to slip perfectly into place.

  • I already have my own case. Can I just get the foam only?

    Yes! At checkout, you will be able to specify that you want to purchase foam only.

    If you're looking to design custom foam for a case you already have, the first step is to see if you can find it in our case catalog. If it's there, simply click the GET STARTED button on that case's catalog page and its dimensions will be used as the template for your design.

    If you can't find your case, or simply wish to specify your own custom size, CLICK HERE to START YOUR PROJECT and choose the "My Own Custom Size" option. You'll be taken to a page where you can specify your own dimensions.

  • Can I send you a technical drawing and have you create my foam using that file?

    If you have a technical drawing on hand, but aren't interested in using the MyCaseBuilder application to design your foam, we'd be happy to have one of our engineers import your drawings into our system for a modest Design Import Fee of between $95 and $200, depending on the quantity and quality of the designs provided.

  • Can you design my foam for me?

    While the MyCaseBuilder application was built to make designing your own foam simple and economical, we do also offer MyCaseBuilder Pro-Design as a paid service. This service costs anywhere from $95 to $500 depending on what technical and graphical assets are provided for us to use, and the complexity of the project.

    To get started, please email us with a detailed description of your design needs and a MyCaseBuilder representative will contact you to discuss further details.

  • Can I customize my case's lid foam, or split my case's foam into a base and tray?

    Lid foam can be customized and foam can be split into a base and upper tray (or trays) for a small upcharge based on the size of foam. To start, you will need to make a separate design for each one, paying special attention to your depths. Case lid depths and base depths are listed on the website. Once your separate designs are finished, please email or call us to go over your design details and check out.

  • Can you make a custom-sized case for me?

    MyCaseBuilder is a manufacturer of custom foam case inserts -- not of custom cases themselves. If you are looking for a custom made case (otherwise known as a Road Case, Flight Case or ATA case), please visit our other website over at Don't forget to come back here and design your own custom foam for it, too!

  • What happens if I realize a mistake in my design after I receive my foam?

    All MyCaseBuilder orders are covered by our Do-Over Design Protection, so there's no need to worry. If upon receiving your foam you realize something's not quite right, send back the unwanted foam to us and for 50% of the cost of the foam (plus shipping), we will allow you to fix your design and have a replacement made.

    If you prefer a more full-service approach, choose our optional FailSafe® Design Protection and your replacement foam will be created and shipped back to you for free.

    Please note: In either case, the customer is responsible for costs associated with returning the unwanted foam to us.

MyCaseBuilder TECHNICAL (design application) Questions

  • Your design application is totally different / Your design application isn't working quite right...

    As we continue to update and improve the application and its interface, old functionality will be replaced with new, easier to use controls. Our current version does not use Adobe Flash, but should be compatible with all browsers, both desktop and mobile. However, as with all new technology, sometimes bugs get discovered which make the experience less than optimal. If you run into any of these issues, please email or call us so we can look into the matter right away.

    One more thing -- our new App runs fantastically on modern browsers. If you're running an outdated browser, please conisder upgrading! Why upgrade? Not only do outdated browsers prevent you from experiencing the full breadth and depth of content on the Internet, but they also leave you open to unwanted spyware installations, malware infections and computer hacking. Head on over to to upgrade your current browser or install any one of five different modern browsers for free.

  • Will MyCaseBuilder work on a Mac or an iPad?

    The latest version of the MyCaseBuilder application is designed to run on virtually any browser, Mac or PC, desktop or mobile. If you run into any problems running our design application, please email or call us so we can look into the matter right away.

  • Why can't I see the 3D rendering of my design?

    The latest version of the MyCaseBuilder application includes a completely rewritten, blazing fast 3D rendering engine. It should take no longer than just a few seconds to display your 3D rendering once you click the button. This time may increase if you're using an older browser, but not by very much.

    If you are able to see your 3D rendering, but it looks "broken" or incorrect, this may be due to the crossing of two lines in one of your freehand-drawn or photo-traced shapes. Click the edit button for the shape in question, move your vertices to uncross the lines and everything should work beautifully.

    Of course, if you run into any problems rendering your design in 3D, please email or call us so we can look into the matter right away.

MyCaseBuilder ORDERING & PRODUCTION Questions

  • How much extra does it cost for each cutout in my design?

    All our pricing includes unlimited cut-outs. That's right -- each cutout in your design adds $0.00 to the final cost. At MyCaseBuilder, we don't believe in charging our customers extra to achieve the perfect custom foam design.

  • I need to order a large quantity of custom foam and/or custom-foam filled cases. Can I make a design and get a price quote on my large quantity order?

    To receive a custom price quote for a large quantity of identical designs, first create and save your custom foam design(s) using the MyCaseBuilder program, but do not proceed to checkout. Instead, return to and use our contact form to send us your MCB User Name, Design Name, what foam you would like us to use for the base and lid, the number of pieces you are looking to order, and whether you want custom foam-filled cases or just the foam only. Once we receive this information, someone will be in touch within two business days to finalize the details. Please note that quantity-priced orders require more time to fulfill.

  • How much does shipping cost?

    For the most up-to-date information on shipping costs, visit our Shipping Page

  • How long does it take to get my order?

    For the most up-to-date production lead time estimate, visit our Shipping Page. Once we receive your completed order, we strive to process, check, fabricate and ship your purchase as quickly as possible. Transit time from that point will depend on where we are shipping your order.

    PLEASE NOTE: Additional production time will be required in the following circumstances:
- If problems are discovered in your design and we are working with you to correct them.
- If your order contains greater than five pieces.
- If your order contains trays.
- If your order has special instructions for fabrication.
- If current production volume is abnormally high.

  • Can I expedite my order?

    Production can NOT be expedited, but for an additional cost shipping can! We offer all expedited shipping services that UPS, FedEx and USPS offer.

    When ordering online, please mention your need for expedited shipping in the "Additional Instructions" box during Step 4 of checkout. Once your foam is completed and ready to ship, a MyCaseBuilder representative will call to inform you of your shipping options and to process any additional payment.

    If you have a corporate UPS or FedEx account number and already know your required shipping method, please provide this information and we will automatically ship your item according to your instructions.

  • How do I reorder a design?

    To reorder a previously ordered design, LOG IN to the MCB Application. Once there, press the OPEN button to view your saved designs. Find the one you want to reorder and roll over it to display the "REORDER THIS DESIGN" button. Press it and you will then be taken to the shopping cart where you will choose your options and check out.

    If you need to edit your design before reordering, click the "MAKE AN UNLOCKED COPY" button. Your design will be copied and opened for you to make the necessary changes before proceeding to checkout.

  • I no longer want/need the custom foam I ordered. Can I get a refund?

    Unfortunately, because the foam inserts we sell are 100% custom, we can't repurpose or resell them to anyone else, so we do not issue refunds. However, if you purchased our FailSafe Design Protection, you can ship back your unwanted foam and design a replacement. Also, all MyCaseBuilder orders are covered by our Do-Over Protection, which allows for replacement redesigns at a reduced rate.

    NOTE: FailSafe and Do-Over RMAs must be requested within 30 days of the receipt of your original foam.

  • How do I redeem my FailSafe and get my replacement foam?

    To start the FailSafe redemption process, you must fist fill out a FailSafe Return Authorization Form. Once we process and authorize your request (usually within 2 business days), you will receive an email reply that contains instructions for creating your new design and sending back your unwanted foam.

    Please refer to the FailSafe Design Protection page for additional information.

  • I didn't receive an Order Confirmation email? Did my order go through?

    If you haven't received an Order Confirmation within an hour of placing an order, please check your Bulk Mail or Junk Mail folder in case it accidentally got misrouted. Proactively, you can add the email address or the entire domain to your firewall or email client white list.


Can't find the answer to your question here? Please don't hesitate to contact us or call us at +64 9 3789863 ext 2 or 021576863 so we can assist you.