FAQ
What is your shipping policy?
We Are Robots currently ships to Australia, New Zealand, Germany, Kuwait, Qatar, Saudi Arabia, United Arab Emirates, Ireland, Canada and the USA. If shipping is not available in your country get in touch via the contact page and we will see if there is a shipping option available for you. We aim to expand our shipping network over time. (We have suspended shipping to the UK due to the current Brexit restrictions and tax complications, however we hope to ship to the UK again in future).
We aim to dispatch orders as quickly as possible and we will notify you as soon as your order has been sent. Please see further down the page for information relating to pre-order items including custom controllers.
If you believe your order should have arrived by now send us a message on the contact page and we will look into it for you.
COVID-19 UPDATE
Due to the impacts of Covid-19 domestic and international shipping has been effected in many countries, extending the time it takes for orders to be received. Please keep this in mind as the situation can change from day to day due to restrictions imposed by each country/state.
DOMESTIC
We use Australia post and shipping times are normally 2-5 business days within Australia. An Express shipping option is available for next day delivery and signature upon receipt for piece of mind.
INTERNATIONAL
For international orders shipping is normally 5+ business days).
Import duties, taxes, and charges are not included in item prices or postage cost. These charges are the buyer's responsibility, please check with your country's customs department to check if you will have any additional costs prior to ordering.
Custom Controllers.
GENERAL
Unlike most custom controller services, no two WAR Customs controllers are the same. Every controller starts out from scratch as a digital concept created to meet the customers requirements. Once the design is finalised production starts on a brand new game controller supplied by WAR, or a controller supplied by the customer.
THE PROCESS
The process to create a WAR custom controller is relatively time consuming and starts with and initial process of dismantling, sanding, washing, drying and priming of the shell and buttons before the painting is ready to start. This process is essential to guarantee a great finish that is hard wearing.
After the initial prep work the process can be relatively simple or extremely complex depending on the job.
We Are Robots uses a premium, Australian made lacquer paint from The Scale Model Supply (SMS) which is very durable with an amazing finish for custom controllers. Their range includes some special effects paints including chameleon, crystal, prismatic and even UV reactive paints. Speak to us about using these in a custom order for something totally unique.
PRICING.
Because every WAR Customs order is a one off made for an individual customer, pricing is based on the amount of work and materials involved. We can work to a budget by simplifying the design to suit you, or for those who are happy to spend a bit more we can create something that will really grab attention.
In general WAR custom controllers are not a low budget item. They are created for serious and passionate gamers who want a one off controller that will be a showpiece for many years.
We understand that this is not an affordable option for everyone. If you are looking for a custom controller at a lower price then we can help with basic coloured shell and button options. Colour and options is down to availability and shipping time form our suppliers. Contact us today for more information.
HOW LONG DOES IT TAKE?
Some jobs can be completed in as little as a week, where as other complex jobs involving textures, special paint or 3D detail can take several months due to the amount of work and curing times of paints and materials. We can advise you on the approximate completion time during the design stage. Weather conditions such as extreme temperatures (hot and cold), and high humidity can result in poor finishes, due to this we avoid painting in those conditions. If a timeframe is likely to become longer we will notify you accordingly.
PAYMENT
WAR will ask for a deposit before production starts on a custom made controller. The deposit covers the cost of the brand new controller to be used. Once the controller is completed the remaining value will be due before the controller is released/shipped. The deposit/controller is also held as collateral, in the unlikely event (this has never happened so far) of full payment not being made within 30 days, we will attempt to sell the controller to recoup losses. Payments can be made via PayPal or bank EFT.
CARE INSTRUCTIONS AND T&C's
Every We Are Robots custom controller is a hand painted original art piece as much as it is a functional game controller. Whilst WAR uses only the best quality paints and lacquers to paint and finish the controllers, rough treatment or handling may result in damage to the finish.
Painting a custom controller involves dismantling it into parts. This process will void any manufacturer warranty that the controller may have had. Controllers are tested before and after customising to ensure they are working correctly. WAR takes no responsibility for technical or mechanical faults that arise after receiving your controller.
If the controller becomes dirty or sweaty then you can use a slightly damp cloth to gently wipe down the controller. Avoid using any chemicals to clean the controller as they may damage the finish. As with any painted surface excessive wear or rough handling can damage or chip the finish.
• Avoid resting the controller on hard and abrasive surfaces.
• Avoid wearing sharp or hard edged rings or jewellery whilst using the controller.
• Store the controller out of direct sunlight when not in use to keep colours from fading.
Treat your custom controller with care and you should have many years of enjoyment. Buy purchasing or commissioning a custom controller from WAR you are confirming you have read, understand and accept the above conditions and recommendations.
What is your returns and exchange policy (controllers)?
GENERAL SHOP ITEMS
If you are not happy with an order or have changed your mind then simply return the items to us in original condition within 30 days of receiving and we can arrange a return or exchange of equal value for you. Any postage costs will be the responsibility of the customer on change of mind orders.
PRE-ORDER & MADE TO ORDER CONTROLLERS
Because pre-orders and custom orders are produced specifically for you, it is not possible to return or exchange your order. Please make sure you are 100% committed before ordering to avoid any disappointment. It is also not possible to cancel your order once manufacturing commences (this will be the pre-order end date or once your deposit is paid).
How do Pre-orders work (controllers)?
In order to offer affordable custom controllers, WAR will occasionally offer preorder specials. This allows us to create custom controllers in bulk which brings down the cost due to a more efficient production. How does it work? We will run the pre-order for a specified time (generally around a month) and once the pre-order closes we manufacture all controllers. If there are enough orders early in the pre-order period, production can begin earlier. You will be notified once your order is shipped to you.
Because pre-order controllers are manufactured specifically to your order it is not possible to return or exchange your order. It is also not possible to cancel your order once production commences (please check with us if you are wanting to cancel your order and we can confirm if this is possible or not). We make every pre-order item from scratch.
Can I pick up my order locally?
Generally speaking local pickup is not available, however if you live in Adelaide/South Australia we can often arrange for a collection of the controller at a time that suits, just let us know you would like to do this when placing your order.
Any other questions?
If you have a question that was not answered above then drop us a line via the contact page or on social media and we will try and get you an answer as soon as possible.