Support

Knowledge Base

• General
  • Can you send me a colored case for a product I already own?
    • Our painted products are fully disassembled and go through a complicated painting process. It is not a case.
  • When will my order be processed?
    • Orders are processed Mon-Fri 8 a.m. to 4 p.m. CST. Orders will not be processed on the weekends or on these holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
    • All orders are processed within one business day of being placed unless there are complications with the order.
    • In case of complications, our sales department will contact you.
  • Can I change my order once it has been placed?
    • You have a 24 hour time frame to change color options on purchased products.
    • If you choose to change colors on purchased products after 24 hours you will be charged a 25% restocking fee.
  • Can I send in my old custom painted ColorWare product and have it repainted?
    • No, you can't send in your old custom painted product for a new paint finish.
    • All custom paint finishes are permanent.
• Service Returns
  • Why do I need a Return Merchandise Authorization (RMA) reference number?
    • An RMA reference number is required for all products being returned to us for service.
    • RMA reference numbers are used so we can track who each product belongs to and for what reason it has been returned to our facility.
    • This number must be present on the outside of the packaging or on the shipping label used to return your product to us.
    • If an RMA reference number is not present your product will be returned to sender.
  • How long will the RMA/repair process take?
    • The time required will vary depending on diagnostic time and complexity of repairs.
    • We strive to complete most repairs within 7-10 business days after receiving the defective product.
    • However, repairs may take longer than 10 business days, if the required replacement parts are backordered from their manufacturer or if the product line has been discontinued.
  • How long is my RMA number valid?
    • An RMA number is valid for 30 days after it has been issued.
    • If we receive a unit with an expired RMA number, it will be shipped back to the customer without being serviced.
    • If your product is not postmarked within 30 days, your RMA request will be removed from our system and you will have to contact us for a new RMA number.
• Warranty
  • Does the coloring process affect any existing warranty I may have on my product?
    • Our customization process voids the original manufacturer's warranty.
    • Purchasing a new product from ColorWare includes a 1 year parts and labor warranty.
    • Gaming controllers sold separately have a standard warranty of 90 days.
  • Does my warranty period start over after my product has been repaired?
    • No, the standard warranty for a ColorWare Inc product is 1 year from the shipping invoice with no extensions.
  • Will the repairs cost me anything?
    • The standard ColorWare product warranty covers all costs for regular hardware failure within the warranty period dictated in your original purchase order.
    • Accidental damages are not covered and any parts related to accidental damage repairs will be at cost to the customer.
    • Examples of damages NOT covered by our warranty service:
      • Physical damage to the LCD
      • Deep scratches/gouges in the paint
      • Damage to the paint caused by failure to maintain or clean your product
      • Spill damage
      • Paint/X2 coating damage caused by adhesives
      • Internal damages caused by dropping of unit or other obvious external damages
      • Damages to the paint and/or X2 coating caused by a tight fitting or hard case
      • Operational failure of any expansion plugs/slots caused by customer abuse
    • Should any of the above damages be discovered by our technicians, your product will be treated as an out of warranty product with the appropriate labor and parts fees applied.
  • I dropped/struck/or otherwise damaged my product in such a way that the paint has become chipped or scratched, will ColorWare Inc repaint it for me?
    • ColorWare Inc. is not responsible for accidental damaged to the paint or X2 coating on any of our products.
    • You must also pay any associated fees, such as paint shop costs or purchase of new parts/panels.
  • Do I need to back up my music/movies/photos/data when I send my product to ColorWare for repair?
    • We highly recommend that you back up any important data before sending your unit in for repairs.
    • In events requiring part replacement for personal handheld devices data may be erased when the product is restored.
    • ColorWare Inc. is not responsible for any information lost during the repair process.
  • When sending my product for repair will it be repaired or replaced?
    • We may replace a broken part if necessary or repair them according to the problem.
    • We will not replace the entire unit unless the costs to repair it exceed the cost of a whole new product.
• Shipping
  • Does ColorWare ship products internationally?
    • Yes, we ship products internationally, but on a limited basis. Please see the chart below.
    • Most products listed on our website are eligible for international shipping.
    • Some products don't have international shipping available because of regional factors and other limitations.
  • Can I ship to an alternate shipping address?
    • You may ship product to an alternate address, but the address must be on file with the bank that issued your credit card. This way we can verify it.
    • Many card issuing banks allow an alternate shipping address on file or added to a "Notes" or "Comments" section.
    • If the bank that issued your card does not allow you to add an alternate shipping address on file, this option is not available to you.
  • Do I have to pay duties and taxes?
    • Yes, all international orders are subject to the duties and taxes of their country.
    • Duties and taxes are calculated and charged when the product enters your country and are not included in any pricing from ColorWare.
  • What shipping services does ColorWare use?
    • ColorWare uses FedEx shipping for all domestic and international orders.
  • Will my package require a signature upon delivery?
    • A direct signature is required for all orders with a total of $400 or more.
  • What are the recommended shipping and packing options when returning a product for repairs?
    • ColorWare Inc. recommends FedEx for your shipping, but we will accept packages from any shipping service.
    • If possible please re-box your RMA product in its original packaging and make sure it is tightly packed in its shipping box.
    • ColorWare Inc. is not responsible for any damages caused by the shipping process so take care to properly and securely pack your product.
  • How is my RMA product shipped back to me after repairs?
    • By default all return shipping will be via FedEx Saver.
    • If you need to receive your product back sooner, we do offer other discounted shipping options upgrades.
    • For information on these shipping options, contact the support representative handling your RMA.

Countries We Ship To

• American Samoa
• Anguilla
• Antigua and Barbuda
• Argentina
• Aruba
• Australia
• Austria
• Bahamas
• Bahrain
• Barbados
• Belarus
• Belgium
• Bermuda
• Bonaire
• British Virgin Islands
• Brunei
• Canada
• Cayman Islands
• Chile
• Colombia
• Costa Rica
• Curacao
• Cyprus
• Czech Republic
• Denmark
• Dominica
• Estonia
• Faroe Islands
• Finland
• France
• French Guiana
• French Polynesia
• Germany
• Gibraltar
• Greece
• Greenland
• Grenada
• Guam
• Hong Kong
• Hungary
• Iceland
• India
• Indonesia
• Ireland
• Israel
• Italy
• Japan
• Kazakhstan
• Kuwait
• Latvia
• Liechtenstein
• Lithuania
• Luxembourg
• Macau
• Macedonia
• Malta
• Martinique
• Mauritius
• Mexico
• Monaco
• Montenegro
• Netherlands
• New Caledonia
• New Zealand
• Northern Mariana Islands
• Norway
• Oman
• Palau
• Panama
• Paraguay
• Peru
• Poland
• Portugal
• Qatar
• Reunion
• Romania
• Saint Kitts and Nevis
• Saint Lucia
• Saint Martin
• Saint Vincent
• Saudi Arabia
• Serbia
• Seychelles
• Singapore
• Sint Maarten
• Slovakia
• Slovenia
• South Korea
• Spain
• Sweden
• Switzerland
• Taiwan
• Trinidad and Tobago
• Turkey
• Turks and Caicos Islands
• United Arab Emirates
• United Kingdom
• United States
• Uruguay
• US Virgin Islands

Warranty Information