Support

Frequently Asked Questions

  • Order Status

    • Please refer to your receipt for an estimated shipping time.
    • Inquiring about the status of your existing order? Please email status@colorware.com.

  • Product Availability

    • All products that we offer are listed on our website.
    • If there is a specific product you would like to request, please email requests@colorware.com.

  • Modify Order

    • If you wish to change a color on your order you have 24 hours to do so after placing the order.
    • Weekend orders? No worries, we can make adjustments to your order on Monday as long as you notify us.
    • To make a change to your order, please email modify@colorware.com.

  • Send In Service

    • Currently we do not plan on bringing the "Send In Mine" option back on our website.
    • Currently there are not any products that have the "Send In Mine" option available.

Contact ColorWare

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.
X

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
  •  
    Guadeloupe
  •  
    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

Section I:

(a) ColorWare warrants this product against workmanship defects and non-accidental hardware failures for a pre-determined time period dependent on the level of warranty purchased by the customer. The standard warranty provided on new products purchased from ColorWare supplies the customer with 12 (twelve) months of coverage against aforementioned defects and failures . Some exclusions may apply - for exceptions see (b, c, and d). If the customer discovers a defect in the workmanship or experiences operational failures of any new product within the first 7 (seven) days after receipt ColorWare will, at its option, repair, replace or refund the product for the full purchase price provided the product is returned to the ColorWare service department within 30 (thirty) days, after obtaining a return merchandise authorization (RMA number) prior to shipping the defective product (see Section II). Returns for any other reason must also be made within 30 (thirty) days of receipt including the aforementioned RMA number and will be subject to a 25% restocking fee.

(b) Products purchased from a ColorWare authorized retailer are covered by our standard warranty extending for 12 (twelve) months from the date of sale as long as a copy of the dated sales receipt is included with the product. Authorized retailers cannot make any changes or extensions to the warranty terms and conditions. ColorWare will not honor the warranty on an authorized retailer product without a copy of the receipt. Products requiring warranty services must be sent back to ColorWare with a RMA reference number and not the authorized retailer in question.

(c) Personal product sent in for the ColorWare coloring process is warrantied against defects in materials and workmanship for a period of 30 (thirty) days from the date of shipping the finished product. Note that the coloring process will typically void any non-ColorWare outstanding warranties the customer may have. If you discover a defect, ColorWare will, at its option, repair or replace the product as long as the default is found to be at the fault of ColorWare and reported within the aforementioned thirty (thirty) day period.

(d) Gaming controllers sold as an accessory, this includes all Xbox controllers and Nintendo controllers (not including PS4 controllers) have a standard warranty of 90 days. Controllers purchased with all gaming consoles will have the 12 month warranty.

Section II:

When sending in a product for repairs, the RMA reference number must appear plainly on the outside of the shipping packaging. RMA numbers can be obtained by emailing or calling ColorWare at the address and phone number printed on the ColorWare website. All RMA numbers are valid for 30 (thirty) days after being issued after which the customer must contact ColorWare for a new RMA number or the product in question will be returned to the listed shipping address without being serviced. Customers must attach their name, address, telephone number, email address, RMA number and description of problem to each product returned for warranty service. ColorWare will, at its option, cover any transportation fees relating to the return of the RMA product to the customer only if the return shipping address is within the country of the original order. Any product returned for repairs without a RMA number will be returned to sender, without exception, due to failure to follow proper policy. Also note that ColorWare has no liability for loss of recorded data, the cost of recovery of lost data, lost profits and the cost of installation or removal of any products or the installation of replacement products. Repair and other service options for all customized ColorWare products will be maintained for 2 (two) years after the final sale of such products.

Section III:

(a) This warranty applies only to hardware products customized or manufactured by ColorWare that can be identified by the ColorWare trademark, trade name, or logo affixed to them. ColorWare provides no warranty whatsoever for any software provided with its products; such software is warranted separately by their manufacturers. ColorWare does not warrant any hardware products that are not ColorWare products. This warranty does not apply if the product has been modified without written permission of ColorWare or if a ColorWare serial number has been removed or defaced. Product modification includes, but is not limited to unauthorized alteration of the hardware that may involve removal of case components with exception to product designed for upgradeability (for information on product designed for upgradeability please contact ColorWare). The ColorWare dead pixel policy with regards to a LCD or Plasma display requires a minimum of two dead or stuck pixels to qualify for warranty repair service. This warranty does not apply to damage caused by third party products used in conjunction with a ColorWare product; acts of nature, a loss of product functionality caused by accidental damage, cosmetic damages, or any faults potentially caused by the services of a non ColorWare representative. Such damages are not covered by this warranty and any related repairs will be at cost to the customer.

(b) ColorWare guarantees that proper use of ColorWare branded soft cases, handles or other accessories will not cause any staining, discoloring or damage to the high gloss or matte finishes applied to our products. Such cases or other enclosures are not meant to protect products from being dropped, crushed, struck or otherwise physically damaged. ColorWare cannot be held responsible for any such damages under the terms of this warranty.

Section IV:

Only ColorWare is authorized to make any modifications, extensions or additions to this warranty and reserves the right to make changes without advance notice (a current version of the warranty is available on the ColorWare website). ColorWare is not responsible for special, incidental, or consequential damages resulting from any breach of warranty, or under legal theory, including but not limited to lost profits, downtime, goodwill damages to or replacement of equipment and property and any costs of recovering, reprogramming or reproducing any program or data stored in or used with ColorWare products. Some states do not allow the exclusion or limitation of incidental or consequential damages or exclusions of implied warranties, so the above limitations or exclusions may not apply to you. The warranty and remedies set forth above are exclusive and in lieu of all others, whether oral or written, expressed or implied. ColorWare specifically disclaims any and all implied warranties, including, without limitation, warranties or merchantability and fitness for a particular purpose.