MW Customs – Frequently Asked Questions

💡 Lighting Options Explained

Q: What does RGB mean?
A: RGB stands for Red, Green, and Blue—the three hues of light that combine to produce over 1 million colors. Our RGB lighting products also feature strobe, fade, and brightness control functions.

Q: What does RGBW mean?
A: RGBW includes all the features of RGB with an additional true white LED, allowing for purer whites and more refined color options.

🛡️ Warranty Information

Q: Do your products come with a warranty?
A:

• Pre-Built Products: 1-year warranty for moisture build-up.
• LED Components in Pre-Built Products: 2-year warranty against failure.

📩 For installation-related questions, feel free to contact us.

Q: How do I submit a warranty claim?
A:

• Email us pictures showing the LED failure or moisture build-up.
• Our team will send a prepaid return label.
• Upon receipt, we will inspect the item.

Note: If the damage is due to misuse or exceeds normal wear and tear, the warranty is void.

Q: What if the item is damaged during shipping when returning it?
A: Customers are responsible for proper packaging using bubble wrap or other protective materials. We highly recommend purchasing shipping insurance to avoid potential loss or damage.

🔄 Returns & Exchanges

Q: What is your return policy?
A:

• Pre-Built Items: No returns accepted due to their custom nature.
• Other Products: Eligible for store credit in the form of a gift card (if unopened).
• Open Box Items: Not eligible for return or store credit.

Q: Who pays for return shipping?
A:

• Customer Responsibility: In most cases.
• MW Customs Responsibility: Only if the exchange is due to our error (we’ll provide a return label).

📦 Shipping & Tracking

Q: Which carriers do you use?
A: We ship worldwide using UPS and USPS. Shipping costs are calculated at checkout after entering your delivery address.

Q: My tracking shows 'Delivered' but I didn’t receive the package. What should I do?
A:

• Contact the shipping carrier and open a claim.
• Notify us with the claim number so we can assist you.

🚫 Note: MW Customs is not responsible for lost or stolen packages.

🛠️ Production & Customization

Q: How long does it take to build pre-built lights?
A:

• Standard Lead Time: 6–10 weeks
• Holiday Season: 10–14 weeks due to high demand

Q: Why does it take 6–10 weeks (or longer) to receive my custom order?
A:

Our 6–10 week lead time is an estimate, and actual build times can vary due to the complexity of custom fabrication. Every order involves several steps:

• Receiving parts from the manufacturer
• Inspection and disassembly
• Painting (3–4 weeks) and curing
• Reassembly and sealing (3–4 days)
• Final quality control and inspection

Since many of these stages depend on third-party vendors and require precision craftsmanship, some delays may occur beyond our original timeline.

🛠️ Note: These custom parts are tailored to your exact specifications. They are not ideal for customers needing a quick turnaround. We prioritize quality, precision, and durability over speed.

Q: What if I ordered the wrong style of lights?
A:

It is the customer’s responsibility to ensure all customization details are correct when ordering. This includes:

• Year, Make, Model
• Paint Code (enter in the Notes section)
• If you don’t know it, include your VIN number instead.

❌ Incorrect orders are non-refundable and will not be re-produced without a new purchase.