My Order Arrived Damaged or Incorrect

We are so sorry to hear that there is an issue with your new controller. We take immense pride in our craftsmanship and packaging, and we are committed to making this right for you. Whether your controller was damaged during shipping or is not what you designed, please don't worry.

Follow the simple steps below, and our support team will help you resolve this as quickly as possible.

If Your Order Arrived DAMAGED

Sometimes, despite our best efforts with secure packaging, a package can be mishandled during international transit. If you notice any physical damage to your controller, please follow these steps immediately.

Crucial First Step: Do NOT throw away any of the packaging!

The original box and all internal packing materials are essential for us to file an insurance claim with the shipping carrier.

Your Action Plan:

1. Take Clear Photos: This is the most important step. Please take several clear photos from different angles, showing:

• • The outside of the shipping box, especially any dents, punctures, or crushed corners.
  • The internal packaging materials (foam inserts, protective layers).
  • A close-up of the shipping label on the box.
  • The specific damage on the controller itself.

2. Gather Your Information: Find your Order Number from your confirmation email.

3. Contact Us Immediately: Send an email to support@yaeltex.com with the following:

• • Subject Line: "Damaged Shipment - Order #[Your Order Number]"
  • In the email: Briefly describe the damage.
  • Attachments: Attach all the photos you took in Step 1.

If Your Order is INCORRECT

"Incorrect" means the controller you received does not match the design you finalized in the Factory (e.g., a knob is where a button should be, the wrong type of fader was used, or your custom graphic is missing).

Your Action Plan:

1. Review Your Original Design: Please log in to your Factory account and open the saved project associated with your order. Double-check the design to confirm the discrepancy.

2. Take Clear Photos: Please take a photo of the entire top of your controller, and if possible, a close-up photo of the specific area that is incorrect.

3. Gather Your Information: Find your Order Number and the name of your Factory project.

4. Contact Us Immediately: Send an email to support@yaeltex.com with the following:

• • Subject Line: "Incorrect Controller - Order #[Your Order Number]"
  • In the email: Clearly describe the difference between your controller and your saved Factory design.
  • Attachments: Attach the photo(s) of your controller.

What Happens Next?

Once you have emailed our support team, here is what you can expect:

1. Confirmation: We will acknowledge receipt of your email so you know we've received it.
2. Review: Our team will carefully review the photos and information you sent, comparing it with your original order and our production records.
3. Solution: We will contact you to propose a solution. Depending on the specific issue, this could involve a repair, a replacement part, or a full replacement of the unit.

Our goal is to ensure that the controller in your hands is the exact, perfect instrument you designed. We appreciate your patience as we work to resolve this for you.

Updated on: 26/06/2025