What should I do if my item is defective or not working correctly?
If your item is not working correctly, please submit a request so our team can review the issue and help determine the next step.
Step 1: Check the basics
Before submitting a request, please check the product manual, power connection, cables, settings, and any required software, app, driver, or firmware updates. Some issues can be resolved with setup adjustments or basic troubleshooting.
Step 2: Gather product details
Please include as much of the following information as possible:
- Your order number
- The product name or SKU
- The serial number, if available
- A clear description of the issue
- When the issue started
- Whether the item worked previously or arrived with the issue
- Any troubleshooting steps you have already tried
- Photos or a short video showing the issue, if helpful
Step 3: Submit a request
Submit a request through the Help Center and include the product details, issue description, and any photos or video that may help our team understand the problem.
What happens next?
Our team will review your request and follow up with the next steps. Depending on the product and issue, this may include troubleshooting, service review, manufacturer warranty guidance, return eligibility, or other available options.
Please do not ship the item back to IDJNOW unless our team provides return instructions or an RMA, if applicable.