CWWK FAQs: Orders, Shipping, Warranty and Support

No. Some distributors and third-party sellers may sell CWWK products, but their marketplace stores are not necessarily operated directly by CWWK.

Before purchasing, check the actual seller name displayed on the product listing. Do not determine whether a store is official based only on the product title or brand name.

CWWK can directly verify orders placed through the official CWWK website or CWWK official stores on Amazon, AliExpress, Alibaba International, and Ozon.

For purchases made through other third-party sellers or unauthorized listings, customers should provide the order number, seller name, and an order screenshot. Refunds, replacements, and seller-related warranty requests may need to be handled by the original seller.

CWWK may provide basic technical guidance when the customer can provide sufficient product information.

However, order verification, refunds, replacements, and warranty obligations promised by the seller normally remain the responsibility of the reseller that processed the original transaction.

Individual consumers should contact:

sales@cwwkpc.com

This email address is used for product inquiries, website orders, delivery questions, troubleshooting, returns, and warranty support.

Companies, distributors, system integrators, and project buyers should contact:

info@cwwkipc.com

This email address is used for bulk purchasing, OEM/ODM services, project procurement, and customized hardware requirements.

Customers in Russia can place an order directly through the CWWK Official Store. If the payment cannot be completed during checkout, please contact sales@cwwkpc.com for assistance.

Available payment methods may include:

• PayPal
• Visa
• Mastercard
• American Express
• Discover
• Diners Club
• JCB

The payment methods displayed at checkout may vary depending on the country or region, settlement currency, and payment provider.

Some orders may not require customers to create an account in advance.

However, creating an account can make it easier to review order information. Customers should also retain their order confirmation email and payment record.

After an order is successfully submitted, an order confirmation is normally displayed on the website, and a confirmation email is sent to the email address provided during checkout.

Check the email address entered at checkout, as well as the spam or promotional email folders. Contact sales@cwwkpc.com if you do not receive an order confirmation.

A payment may be declined for the following reasons:

• Incorrect payment card information
• Insufficient funds
• Bank security restrictions
• Billing address mismatch
• International payments are not enabled
• Payment provider risk controls

Contact the card-issuing bank or payment provider first. Customers may also try another supported payment method.

Contact sales@cwwkpc.com as soon as possible.

An order can be modified only if it has not entered the final preparation or shipping stage. If the customer changes the product or configuration, an additional payment or partial refund may be required.

Customers may request an order cancellation before shipment.

To improve the likelihood of a successful cancellation, customers are advised to contact CWWK within 24 hours of placing the order.

Once an order has been shipped, it will be handled according to the standard return process.

Customers may request a shipping address change before the order is dispatched.

Once the package has entered transit, the address normally cannot be changed. Contact sales@cwwkpc.com immediately and provide:

• Order number
• Recipient name
• Complete new address
• Telephone number
• Postal code

Discount codes should normally be entered during checkout.

After an order has been submitted, CWWK cannot guarantee that a discount code can be applied or that the order price can be adjusted.

Yes. Customers who require an invoice should provide:

• Order number
• Individual or company name
• Billing address
• Contact information
• Required tax information

For individual consumer website orders, contact sales@cwwkpc.com. For business or bulk orders, contact info@cwwkipc.com.

Yes. When supported by the selected payment method, customers may enter different billing and shipping addresses during checkout.

The billing information should match the information registered with the payment account or payment card.

Yes. Orders placed through the official CWWK website qualify for free worldwide shipping.

Yes. Customs duties are included in the order price.

For standard orders placed through the official CWWK website, customers normally do not need to pay additional customs duties when receiving the package.

Standard shipping costs and customs duties are included.

However, additional costs caused by an incorrect address, failed delivery, storage charges, repeated delivery attempts, or customer-requested logistics changes may not be covered by CWWK.

Orders may ship from China or from an overseas warehouse with available inventory.

The specific shipping location depends on:

• Product inventory
• Destination country or region
• Selected configuration
• Warehouse availability
• Logistics arrangements

Most orders require approximately one to two business days for processing.

Customized configurations, pre-order products, public holidays, inventory confirmation, or address verification may require additional time.

Delivery time depends on the destination, shipping warehouse, carrier, customs clearance progress, and local delivery conditions.

Delivery times displayed during checkout or provided after shipment are estimates and are not guaranteed delivery dates.

After the order has been shipped, the tracking number will be sent to the customer by email.

Customers can enter the tracking number on the carrier’s official website or the tracking page provided by CWWK.

Tracking information may not appear immediately after the order has been dispatched.

The logistics provider needs time to receive, scan, and register the package. The first tracking update may sometimes take several business days.

International tracking may temporarily stop updating when the package is:

• Waiting for carrier collection
• Being transferred between logistics providers
• Undergoing customs processing
• Being transferred to a local delivery provider
• Waiting for the next logistics scan

Contact sales@cwwkpc.com if the tracking information has not shown a meaningful update for an extended period.

CWWK may change the logistics provider to improve delivery speed, service coverage, or shipping reliability.

A new tracking number may be issued after the logistics provider changes.

Customers may submit a carrier request before shipment. However, availability depends on the destination, product, warehouse, and logistics arrangement.

CWWK cannot guarantee that the requested carrier will be available.

Check the following first:

• Whether the shipping address is correct
• Front desk or reception
• Mailroom
• Whether a neighbour accepted the package
• Local designated delivery point
• Delivery photos provided by the carrier

Then contact the carrier and sales@cwwkpc.com, providing the order number and tracking number.

Keep the product and all packaging materials.

Take clear photos or videos of:

• Outer packaging
• Shipping label
• Internal packaging
• Damaged product
• Damaged accessories

Contact sales@cwwkpc.com promptly and provide the order number and supporting evidence.

Check all accessory boxes, internal packaging, and protective materials.

If the missing item still cannot be found, provide CWWK with:

• Order number
• Package photos
• Shipping label
• Package weight
• List of missing items

Carriers may be unable to deliver to PO boxes, freight-forwarding warehouses, or certain remote locations.

Customers are advised to use a complete and valid physical address whenever possible. CWWK is not responsible for problems caused by third-party freight-forwarding services.

Customers may submit a return request within 30 days of receiving the product.

Actual return eligibility depends on the product condition, the reason for return, and CWWK’s policy review.

No. The return request must still be reviewed according to the CWWK return policy.

The review may consider:

• Product condition
• Reason for return
• Missing accessories
• Physical damage
• Whether the original packaging is available
• Unauthorized modifications
• Troubleshooting results

Before returning a product, contact sales@cwwkpc.com.

Provide:

• Order number
• Product model
• Reason for return
• Current product condition
• Photos or videos
• List of included accessories

Do not return the product until CWWK has provided return instructions.

A change-of-mind return request may be accepted if the product is complete, undamaged, and meets the requirements of the return policy.

The product should be returned with all original accessories and packaging.

No. Customers must first receive return authorization and return instructions.

Packages sent to an unconfirmed address or returned without authorization may not be accepted or processed.

Customers are advised to retain the original packaging whenever possible.

Missing original packaging may affect the return review, especially when the product cannot be transported safely without it.

The return package should include all items originally supplied with the order, such as:

• Main product
• Power adapter
• Power cable
• Antennas
• Mounting accessories
• Storage cables
• Adapter boards
• Manuals
• Original packaging

Missing items may affect the final return or refund decision.

Contact sales@cwwkpc.com immediately.

Provide:

• Order number
• Exact product model
• Video demonstrating the issue
• Power adapter information
• Indicator light status
• Troubleshooting steps already attempted

CWWK will review the case and provide an appropriate solution.

Unless otherwise stated on the product page, eligible CWWK hardware products are covered by a two-year limited warranty from the delivery date.

The warranty normally does not cover:

• Accidental damage
• Misuse
• Incorrect installation
• Unauthorized repairs
• Unauthorized modifications
• Liquid damage
• Electrical damage caused by an incompatible power supply
• Physical damage
• Normal wear
• Damage caused by incompatible third-party components

Normal installation or replacement of supported components does not automatically void the warranty.

However, damage caused by incorrect disassembly, installation, modification, or repair is not covered by the warranty.

Yes. Depending on the confirmed issue, CWWK may provide:

• Troubleshooting
• Replacement cables
• Replacement fans
• Replacement power adapters
• Replacement components
• Repair
• Complete product replacement
• Refund

The final resolution depends on the specific issue and policy review.

After the returned product has been delivered and inspected, CWWK will process approved refunds.

Refunds are normally returned to the original payment method. The final posting time depends on the payment provider and financial institution.

Contact sales@cwwkpc.com before the refund is processed.

Available refund options depend on the original payment method and the payment provider’s requirements.

Provide:

• Complete order number or order screenshot
• Exact CWWK product model
• Selected hardware configuration
• Operating system and version
• BIOS version, when relevant
• Clear description of the issue
• Photos or videos
• Error messages
• Troubleshooting steps already attempted

Complete information helps the technical team confirm the correct hardware version and provide a more accurate response.

An order number is required when requesting warranty service, a replacement, a refund, or order-related technical support.

An order screenshot may also be provided for verification if the product was purchased through a confirmed official channel.

CWWK normally replies within one to two business days.

Complex hardware, BIOS, or compatibility issues may require additional investigation.

Check:

• Wall outlet
• Power adapter
• Power cable
• Input voltage
• Power connector
• Power button
• Memory installation
• Display cable

Remove unnecessary USB devices and expansion hardware.

Before contacting technical support, record the indicator light status, whether the fan rotates, and whether there is any display output.

Check:

• Monitor input source
• Display cable
• Display interface
• Memory installation
• Power supply
• Monitor compatibility

When possible, test another display cable, display interface, or monitor.

Remove recently installed accessories and check the installation of the memory, power supply, and storage devices.

Record when the system restarts and whether any error message is displayed.

Yes. A fanless system uses its metal chassis to transfer heat away from the processor.

The chassis may therefore feel warm during operation. Contact CWWK if the system experiences unexpected shutdowns, significant performance throttling, or instability.

Check:

• Processor workload
• Ambient temperature
• Ventilation
• Fan operation
• Dust accumulation
• Thermal contact
• SSD temperature

When contacting technical support, provide temperature-monitoring screenshots and information about the workload running at the time.

Check whether the fan is obstructed, has accumulated dust, or is touching an internal cable.

Record a video that clearly demonstrates the fan noise or operating condition and send it to sales@cwwkpc.com.

Test the Ethernet port using a known working network cable and switch port.

Record:

• The affected Ethernet port
• Link indicator light status
• Current connection speed
• Operating system
• Network driver
• Network interface configuration

Send the test results to technical support.

Confirm that the network cable, switch, and connected device all support 2.5GbE.

Also check the network driver, network interface settings, and cable category.

Confirm:

• SFP+ module compatibility
• DAC or optical cable compatibility
• Switch port settings
• Link speed
• Operating-system driver
• Network interface configuration

Not all SFP+ modules and cables are compatible with every network controller.

CWWK can provide remote guidance, troubleshooting instructions, drivers, BIOS files, and installation assistance.

Unless separately agreed, standard technical support does not normally include remote control of the customer’s device or complete system deployment services.

Yes. CWWK supports bulk purchasing for many types of customers, including but not limited to:

• Companies
• Distributors
• System integrators
• Laboratories
• Educational institutions
• Network project buyers
• Industrial project buyers

Contact info@cwwkipc.com.

Yes. Bulk purchasing prices depend on:

• Product model
• Hardware configuration
• Order quantity
• Customization requirements
• Delivery destination
• Project schedule

The minimum order quantity depends on whether the customer is purchasing standard products or customized hardware.

Standard products normally have a lower minimum order quantity than OEM or ODM projects.

Yes, provided that a suitable standard product or sample configuration is available.

Sample pricing and availability depend on the specific model and project requirements.

Yes. OEM services may include:

• Customer branding
• Logo printing
• Customized packaging
• Customized documentation
• Preconfigured hardware
• Operating-system installation

Availability depends on the product model, order quantity, and project requirements.

Yes. ODM services may include modifications to:

• Chassis design
• Motherboard design
• Network interfaces
• Serial ports
• USB ports
• Display interfaces
• Power input
• Cooling design
• BIOS settings

ODM projects normally require a technical evaluation and must meet the applicable minimum order quantity.

Yes. Logo and chassis colour customization may be available for qualifying orders.

Customers should provide the logo file, colour reference, estimated quantity, and project schedule.

Yes. Depending on the hardware platform, CWWK can evaluate customization requirements for:

• RJ45 Ethernet ports
• SFP or SFP+ interfaces
• COM ports
• USB ports
• Display outputs
• SIM card slots
• GPIO
• Power input

Technical feasibility depends on the selected hardware platform.

Yes. BIOS customization may be available for qualifying projects.

Possible customization options include startup behaviour, automatic power-on after power recovery, interface control, boot settings, and customer-defined default configurations.

For bulk purchasing or project orders, CWWK can evaluate operating-system preinstallation requirements.

Customers should provide the required operating system, version, system image, licensing information, and configuration requirements.

Provide:

• Product type
• Intended application
• Operating environment
• Processor requirements
• Required interfaces
• Memory and storage requirements
• Power input
• Operating system
• Required certifications
• Estimated quantity
• Delivery country or region
• Target project schedule

CWWK can evaluate long-term supply arrangements for selected products and project customers.

Customers should provide the estimated annual purchasing quantity, required product lifecycle, and procurement forecast so that CWWK can evaluate component availability and production planning.

Available materials may include:

• Product specifications
• User manuals
• Product drawings
• BIOS files
• Driver packages
• Test reports
• Compliance documents
• Certificates

Document availability depends on the product model and project requirements.

Contact:

info@cwwkipc.com

Include the product model, required configuration, estimated quantity, delivery destination, and project schedule in the email.