Controller Service Instructions
The issue may be related to either the mat or the controller. To determine the cause, our technicians will need to inspect the controller.
Please send the controller to the address below. An RMA number is not required.
Richway & Fuji Bio Inc.
1314 South King Street
Suite 520
Honolulu, Hawaii 96814
You may use any shipping carrier. USPS is often the most cost-effective option.
Information to Include
To help us process your service request properly, please include the following information. Outside of the Box Please write or attach:
- Your name
- Your return shipping address
Inside of the Box Please include:
- Recipient name
- Recipient return shipping address
- Phone number
- Email address
This contact information is required in case there is a service fee or if our technician needs additional information.
Describe the Issue Clearly
Please include a detailed description of the issue you are experiencing with the controller.
Vague descriptions such as “glitching,” “flashing,” “doesn’t work,” or “please replace” may not provide enough information for our technician to properly diagnose the issue.
To help us service the controller as accurately as possible, please describe:
- What the controller is doing
- When the issue happens
- Any error messages, flashing lights, or unusual behavior
- Whether the issue happens every time or only sometimes
- Any other details that may help our technician understand the problem
Service Availability
This controller service is available only for customers located in the United States and Canada.
International 220V controllers are not eligible for this controller repair service.
Controller Repair Service Charge
The repair charge is $100 for any eligible controller, regardless of model or size, including 3000MX and 7000MX controllers. Once we receive the controller, our technician will inspect it to determine whether it can be repaired.
If the controller cannot be repaired and replacement is required, we will contact you with the applicable replacement options and charges before proceeding.
Controllers Not Eligible for the Repair Service
The $100 Controller Repair Service applies only to controllers with repairable functional or technical issues. Controllers with physical damage caused by misuse, negligence, accident, or external damage are not eligible for this service.
Examples of ineligible damage include:
- Damage caused by pets, including controllers or cords that have been chewed by dogs or other animals
- Broken or cracked controller housings, connectors, or other parts caused by impact or improper handling
- Liquid damage or foreign substances inside the controller caused by customer misuse or accident
- Damage caused by tampering, unauthorized modification, improper use, or other customer-caused physical damage
Service Eligibility Reminder
The $100 repair charge applies to eligible controllers of any model or size serviced through Richway & Fuji Bio Inc., including eligible 3000MX and 7000MX controllers. International 220V controllers and controllers damaged by customer misuse, negligence, accident, pets, or other external causes are not eligible for this repair service.