Sales Support - Help before you order
Technical Support - Help with ColorWare products
- Sales
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- What are the different purchase types?
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- Buy New: ColorWare takes a brand new product, applies the coloring process to it, and then sends it to you.
- Parts Only: ColorWare applies the coloring process to parts for your product, sends it to you, and then you install the parts on your product.
- Can you just send me a colored case for my computer/mp3 player/phone?
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- We do not sell colored cases for any product.
- Our coloring process applies the new color directly to the existing parts of your product.
- However, there are some products we offer our parts only service on. For these products we send you the painted parts and you install them on the product.
- When will my order be processed?
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- All domestic orders are processed within one business day of being placed unless there are complications with the order.
- Orders are processed Mon-Fri 8a.m. to 4p.m. CST. Orders will not be processed on the weekends or on these holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
- If there are complications with the order, the customer will be contacted by our sales department.
- Warranty (full warranty)
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- Does the coloring process affect any existing warranty I may have on my product?
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- Our color customization typically voids the original manufacturer's warranty.
- If you purchase a new product from ColorWare we do include a 1 year parts and labor warranty.
- You also have the choice to upgrade your warranty which varies by product.
- Shipping (international map)
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- Does ColorWare ship products internationally?
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- Yes, ColorWare does ship internationally on a limited basis to the following countries.
- Most of the buy new products listed on our website are eligible for international shipping.
- Some products don't have international shipping available due to regional factors and other limitations.
- Can I ship to an alternate shipping address?
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- If you are paying with a credit card, the alternate shipping address must be on file with your card issuing bank so that we can verify it.
- Many card issuing banks allow an alternate shipping address on file or added to a "Notes" or "Comments" section.
- If your card issuing bank does not allow you to add an alternate shipping address on file, this option is not available to you when using that credit card.
- If you pay with a bank transfer or cashier's check, you can ship to an alternate shipping address provided that the address is in any of the countries to which we ship.
- Do I have to pay duties and taxes?
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- 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 information from ColorWare.
- What shipping services does ColorWare use?
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- FedEx: FedEx is ColorWare's primary shipping option for all domestic and international shipping.
- USPS: USPS is only used for orders to a USA PO box or APO/FPO addresses.
- Will my package require a signature upon delivery?
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- Yes, ColorWare requires a direct signature on all products delivered by FedEx.
- This does not apply to Magic Mice, ColorWare Gift Cards, or Color Samples ordered by themselves.
- RMA
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- Why do I need an RMA reference number?
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- 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 of used to return your product to us.
- If an RMA reference number is not present your product will be returned to sender.
- How long is my RMA number valid?
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- An RMA number is valid for 30 days after it has been issued.
- 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.
- If we receive a unit with an expired RMA number, it will be shipped back to the customer without being serviced.
- How long will the RMA/repair process take?
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- 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.
- Shipping (international map)
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- What are the recommended shipping and packing options when returning a product for repairs?
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- 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.
- ColorWare Inc. does not normally cover the return shipping costs for RMA items with one exception.
- If your product is found to have a defect or otherwise faulty within the first seven days after receipt, we will cover the costs to ship your product back to us via FedEx Saver only.
- How is my RMA product shipped back to me after repairs?
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- 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.
- Warranty (full warranty)
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- Does my warranty period start over after my product has been repaired?
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- No, the standard warranty for a ColorWare Inc product is 1 year from the shipping invoice with no extensions.
- I did not choose an extended warranty with my original order, can I purchase one later?
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- You have thirty days from the time your product is shipped from our facility to contact the sales department and purchase the two year extended warranty.
- Repairs
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- Will the repairs cost me anything?
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- 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.
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Examples of damages NOT covered by our warranty service:
- Physical damage to the LCD
- Deep scratches/gouges in the paint
- 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
- If any ColorWare customized product is sent in for an RMA and is still under warranty, it will be inspected by our technicians.
- 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?
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- ColorWare Inc. is not responsible for accidental damaged to the paint or X2 coating on any of our products.
- However, it may be possible to have your product repainted providing the case design allows for repainting.
- 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?
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- 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?
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- 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.
- Care
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- What kind of case can I use for my painted mp3 player or laptop?
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- We recommend the use of soft cases with our products such as mp3 "socks" for handheld players.
- However, any case used in conjunction with a ColorWare Inc. customized product is utilized at your own risk.
- ColorWare does not assume responsibility for any damages caused by your choice of casing.
