FAQ

Troubleshooting / Quick Start Guide

In case you just received your brand-new system and are unsure what to do. Feel free to download our Quick start guide is available for download here .

In case you just received your brand-new system and are unsure what to do. Feel free to download our Quick start guide is available for download here .

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Step 1 – Check the power outlet if there is electricity flowing with a different device. If you’re using a surge protector, ensure that it’s plugged into the power outlet and its power switch is on.

Step 2 – Look for the PC’s power supply in the rear and make sure the switch is on (1 for on and 0 for off) and check the power cord is properly connected and not loose.

Step 3 – Switch the PC’s power cord with another power cord to check there’s no issue with the power cord.

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Please ensure that the display cord is connected directly to the Video Graphics Card Port and not the Motherboard’s Integrated Graphics Port.

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If you are missing any parts or accessories, please contact our customer service team. Your PC is covered for 1 Year for parts and labor. If your PC stops working, please contact our customer service team and we will send you the replacement parts for self-repair or start the warranty repair ticket.

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You may reach out to us by phone (1-909-673-9880) from Monday to Friday 9:00AM – 5:00PM PST, at any time through the chat feature on the bottom right of your screen, or by email @ [email protected]

Ordering
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We currently accept a wide variety of payment methods. The following methods can be used to pay for your order: 1. Paypal 2. Visa (only through Paypal Checkout Express) 3. Mastercard (only through Paypal Checkout Express)

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Yes, you can. It is possible to order through our site without having to register an official account first. It is important that you make sure that there are no mistakes/errors in the billing or shipping address before you place the actual order, though. Any mistake made is the responsibility of the customer: Cooler Master/CMODX won’t be able to assist you further in case of possible shipping and/or delivery problems.

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If you’ve ordered and paid for a product and entered a correct email address, but ultimately never received a confirmation then it’s possible that you might have closed the Paypal window prematurely. Please don’t close any Paypal windows until you’ve received confirmation that the order has been paid for and you are given the option to return to our CMODX store. In case you closed the window prematurely – but still after the payment process – there shouldn’t be any problems and your order will still be processed as normal. However, it is possible that you won’t receive an e-mail confirmation of the order. If you would like to receive your order confirmation/invoice please contact us (don’t forget to provide us with your payment and personal details for verification).

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As soon as you notice a mistake please contact us immediately and provide us with your order number and we will notify UPS of the change. In all cases we urge you to contact us immediately once you notice an error/mistake. If the package has already been delivered, then we are not able to assist you. In this case, please contact the delivery company directly.

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Your order can have one of the following statuses: 1. Deposit Paid: We have successfully received your deposit and will inform you by email on when the product will be available. You will need to come back to cmodx.com to complete the payment of the remaining balance. 2. Preorder Fully Paid: We have successfully received your pre-order and will ship the product(s) as soon as they are available. 3. Processing: We have successfully received your payment and the Order is being processed. 4. Shipped: Your order has been successfully packed and has been handed over to one of our carriers for delivery. 5. Complete: The order has been successfully delivered to you. 6. RMA requested: We have received your RMA request through the Customer Support Ticketing system and will send you details relevant to your request ASAP. 7. Fully Refunded: Your order has been fully refunded 8. Partially Refunded: Your order has been partially refunded. 9. Failed: Payment failed or was declined or requires further user actions such as user authentication. This status may not show immediately and instead show as Pending until verified. 10. Cancelled: Your order was canceled after failing to pay within the designated time frame.

Products
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If a product is not listed on the site, there’s a very small possibility that we might still have it in stock. If you want to be sure, please send us a mail at [email protected] or contact us by LiveChat and we’ll get back to you as soon as possible. If a product is out of stock, it’s very likely that this actually is correct, and that the product is out of stock. However, if you want to be absolutely certain please contact us through the LiveChat and we’ll try to reply to your mail within a working day.

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Product availability may differ from region to region, but we are trying our best to bring our solutions worldwide. If a product is not available through CMODX.com or through affiliated resellers, you may sign in for the Waiting list on the checkout page to receive more information on availability. You may also always send us a ticket through the Live Chat windows, and we will be more than happy to help you find a solution.

Shipping
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Your order will be shipped according to the type selected by the affiliated partners. Most of our partners work with UPS, Fedex or DHL but another carrier might be used as well. Regardless, do not worry, a tracking number will be provided, and you can be sure that we are doing our best to make sure your brand-new product arrives at your location safely and promptly.

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All orders should usually ship out within three (3) working days after we have received the payment and after your order status has changed to ‘Awaiting shipment’. if you haven’t received confirmation that your order has been shipped after five (5) working days (seven (7) days in case of bank transfer/payment) please contact us as soon as possible. No orders will be processed and/or shipped during national holidays, since our office will then be closed.

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All items ship from our warehouse in the USA. Unfortunately, it’s not possible to visit our office to place and/or pick up orders. We can sometimes make an exception, though, but in all cases, this needs to be communicated and discussed with one of our employees first.

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Unfortunately, it’s not possible to visit our office to place and/or pick up orders. We can sometimes make an exception, though, but in all cases, this needs to be communicated and discussed with one of our employees first. It’s not possible to visit our office at random without an appointment.

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Since the shipping costs for UPS are automatically calculated based on the volume of the package, the destination and the shipping method (Standard or Express Saver) it’s recommended to first add the product(s) to your cart, then visit your shopping cart and finally click the button ‘Estimate Shipping & Tax’. You can then fill in the necessary information (country, zip/postal code and state/province) to calculate the exact shipping costs.

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UPS is in general pretty fast, shipping time varies from next day delivery to a few days. Please note that this may also differ depending on the UPS service chosen (Standard or Express Saver) and other unforeseeable factors. In case that no one is home at the time of delivery UPS will try to deliver the order two (2) more times before it will ultimately be sent back to CMODX. There’s also a possibility that the package will be sent to a depot after one (1) or two (2) failed delivery attempts, but this ultimately depends on UPS. You will then be able to pick it up from the location UPS has provided to you (they should leave a note).

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First of all please make sure that you’ve entered the correct shipping address because this is the address that will be used for shipping the order. If there are any mistakes or typos, please correct this as soon as possible and then also confirm this to us before the status has changed to ‘Shipped’. Please check the tracking number provided in your CMODX account, then enter the tracking number into DHL/FedEx/UPS. Look for the delivery status of your item. If your order has already been shipped, please check with family/friends/neighbors/co-workers first before contacting us. The package may already have been delivered and signed by someone else. If not, please let us know so that we can track and trace the order.

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All of Cooler Master/CMODX’s products should be complete and shipped as shown on the product page. Please read the page carefully before ordering and if there’s any doubt, please don’t hesitate to contact us. If you’re absolutely certain that something is missing, please contact us and we’ll see what we can do to help resolve the issue.

Warranty & RMA
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Cooler Master / CMODX needs an invoice/receipt to verify the purchase date of the product and to see if it’s covered within the warranty period.

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The warranty depends on the product itself. By default, we offer 1 year warranty and a lifetime of free customer support.

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The following procedure is only applicable for purchases made through our online CMODX store. If your order was damaged or broken during transit, please check the following section for the correct procedure. If your product is malfunctioning or stopped working altogether and it’s still covered within the warranty period (by default this is one (1) year, but this differs for some products) then please send us an email together at [email protected] with your complaint and order number or invoice. In case of optical/visual damage we require that you also include some pictures of the problem, or a video if the damage can’t be shown via pictures. We will then contact you as soon as possible, usually within five (5) working days.

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If you have received a broken or damaged part or product please take at least one photo (preferably more) of the damaged/broken part and send it, together with your order number and explanation, to [email protected]. In case the damage cannot be shown via pictures please try to send us a video of the problem. You should do this immediately after noticing and within two (2) days after having received the product. We will then get back to you as soon as possible. Please note that in case of user abuse (damage inflicted/caused by the end user) the part or product will not be replaced and neither will you receive a refund or store credit. In all cases this will be communicated to the end-user.

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Based on company policy, customers are responsible for the costs to ship back the defective item for RMA repair/replacement. Once the item is repaired/replaced, Cooler Master will ship the item back to the customer. Shipping methods will be at Cooler Master/CMODX’s discretion.

Returns & Cancellations
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Cooler Master and CMODX takes great pride in the quality of the products that we sell and, as a direct result, offers a thirty-day (30-day) money-back guarantee on all Cooler Master retail products still in its/their original/sealed packaging. General rules: – The customer is required to take care of any shipping and handling fees. These fees are non-refundable by Cooler Master. This excludes items shipped incorrectly by Cooler Master/CMODX. – A fifteen percent (15%) restocking fee may also be deducted from your refund or credit if the product has been opened or used. If the 15% restocking fee does not cover the damage/refurbishing cost, we reserve de right to increase the restocking fee at our convenience. Please note that Refunds will only be issued once the product has been received and successfully tested by Cooler Master. To return merchandise, the consumer must first contact Cooler Master/CMODX. Once an employee has accepted the return request the customer will then have up to ten (10) business days to ship the product(s) back to Cooler Master. The instructions will be provided ASAP after the request has been accepted by a member of our staff. The consumer must return the product(s) in its/their original packaging and in ’as-new’ condition, along with all documentation that was included in the original shipment. You will be notified by mail once we have received and processed the returned product(s).

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If you want to cancel your order please contact us by phone (1-909-673-9880) or LiveChat (right-hand bottom corner) as soon as possible. Don’t forget to keep your order number ready. E-mails may not be handled in time therefore cancellations by e-mail are generally not accepted. If the order has already been shipped, you may return it according to our Return Policy.

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First of all, before anything else, please make sure that you’ve notified one of our employees first and that you have received confirmation before you return your order/product to our office. We don’t want your package to get misplaced or signed by a different department as it would only delay the process. Once you have received confirmation you may return the order/product to us with any shipping method you prefer. Please keep in mind, though, that if you decide to return your order/product without any way to track and/or trace it we unfortunately won’t be able to help you in case it goes missing or gets damaged during transit. Therefore, we highly recommend using a service that offers at least one of these options, but preferably both. Once we have received the product one of our employees will usually inspect and test the product within three (3) working days. If there aren’t any further issues you should receive a refund within ten (10) working days, depending on the payment method that was originally used. You should also receive a confirmation of this by mail.

Refunds
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If you have a defective or malfunctioning product that is still covered within the warranty period Cooler Master/CMODX will try to either repair or replace the product. If a product is no longer available, it will usually be replaced with a product of similar design and comparable value. Refunds will only be issued in consultation with Cooler Master/CMODX and this might differ per situation.

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Your refund will be issued in the same way that the order was originally paid for. This means that Paypal payments can usually be refunded the same or next working day, while bank payments may take up to ten (10) working days.

Other
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If your question isn’t listed here, then there are several ways to contact us. You can use one of the following contact methods to get in touch with us: By LiveChat (in the bottom right-hand corner) By phone: 1-909-673-9880 (Only available Monday – Friday 9:00AM – 5:00PM PST) By email: [email protected]

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