Support - FAQ

(1) Is the cable available in Micro-USB or in 30 pin for the iPhone 4/4S?
No, the cable only available in 8 pin Lightning connector and works with every Apple iPhone, iPad & iPod with a Lightning connector. This includes the iPhone 6, 5, 5C & 5S, iPad 4, iPad Mini, iPod Touch, iPod Nano and all new iOS devices.

(2) Is the Statement WKW Lightning cable be 100% Apple MFi certified?
Yes, absolutely! It's essential for Statement's to be MFi certified to ensure quality, safety and continues to work with future iOS updates.

(3) Will your cable work with the new iPhone 6?
Yes! .... Statement WKW is licensed and certified by Apple's MFi program, Statement WKW works with every Apple iPhone, iPad & iPod with a Lightning connector. This includes the iPhone 6, 5, 5C & 5S, iPad 4, iPad Mini, iPod Touch, iPod Nano and all new iOS devices.

(4) Will your cable fit my iPhone case?
95% Yes / 5% No .... Because we has the 8 pin connector, circuit board, and woven cable fully enclosed for an incredibly strong and durable termination, our Lightning plug is 11mm x 6mm. We tested the cable over 40 different aftermarket cases and the cable fit over 95% of the cases. Unfortunately we cannot confirm if the 8 pin plug will fit certain cases as there are over 1000's on the market. It will fit all iPhone cases with a minimum ( 11mm x 6mm ) opening for charging cable.

(5) You gotta be kidding! I can buy a iPhone cable from Ebay for $3.00 and your MSRP is $43.99. Why so expensive?
The different is between Quality and Quantity. We use the highest quality Apple certified materials to build this cable. You are investing in an Apple approved product, not a cheaply made $3 knock off that might fail to work after several weeks or stop working after iOS update.

(6) What is Reflex® Reflective Sleeving?
Reflex® reflective sleeving is a combination of the lightweight PET material (Polyethylene Terephthalate) and 3M Ultra Reflective monofilament, has a continuous operating temperature of -22 °F to 257 °F . The result is a highly reflective braided sleeving that not only provides abrasion and chemical resistance, but also very strong and durable.

(7) We received the package, however it look like the cable retail package was opened.
Because we unpack and tested all cable for charge & sync, inspect for damages and pre-treated both 8pin & USB with DeoxIT® ProGold GxL before shipping.

(8) Why the international tracking of my package have no update for xyz days?
We have no control of a foreign Post Office or Custom Office when or how they update the tracking. All we know is for any interentional shipping, delivery times vary by country and by the local customs officer. Not every foreign post office update the tracking. The fastest international delivery time you can expect will be approximately 10 days. However some deliveries take 2 to 6 weeks if there are any issues with the address or customs.

(9) Is Statement WKW unbreakable?
No, nothing is unbreakable! Statement WKW were designed to be robust, because both 8pin and USB is hot-pluggable, the connectors would be used more frequently, and perhaps with less care, than other connectors. However they are not unbreakable, both connector is design to break off if the pressure is strong enough to prevent equipment ( iPhone, iPod or PC) damage. This design was made so that both connectors on the less expensive cable would bear the most wear instead of the more expensive iPhone, iPod or PC.

 

 

Support - Warranty

One (1) Year Limited Warranty Policy:

What is covered by this Limited Warranty - WKW Custom Cable. warrants Statement PRO 3.0 with a One (1) Year Limited Warranty against defects in workmanship and mechanical/electrical failure caused by a manufacturing defect, under normal use for a period of One (1) Year from the original shipping date. The warranty is terminated if the original purchaser sells or otherwise transfers the product.

Proof of purchase - When requesting a warranty replacement, we may require proof that the claim is valid. In this regard, we may ask you to submit some form of proof of purchase including a valid receipt or original confirmation email. You will also need to submit a photograph of the product to prove its authenticity and/or show the defective part of the product.

Exclusions in Coverage - What this limited warranty does not cover - This warranty does not cover physical damage, accidental damage, connector damage, corrosion, improper care / alteration, user-neglect, damage attributed or caused by the user and cosmetic damage (normal wear and tear, scratches, dents and sleeving stress)

Terms and Conditions - WKW Custom is not responsible or liable for indirect, special, or consequential damages arising out of or in connection with the use or performance of the product; damages with respect to any economic loss, loss of property, loss of revenues or profits, loss of enjoyment or use, or costs of removal or installation; or other consequential damages of whatsoever nature. Some states do not allow the exclusion or limitation of incidental or consequential damages. Accordingly, the above limitation may not apply to you. The warranty extended here-under is in lieu of any and all other warranties, and any implied warranties of a particular purpose are limited in their scope and duration to the terms set forth herein. Some states do not allow limitations on how long an implied warranty lasts. Accordingly, the above limitation may not apply to you. This warranty gives you specific legal rights. You may also have other rights that vary from state to state.

Replacement only - Customer may return defective product for a replacement in same color, type and lenght only.

Discontinued item returned - If the item you returned is discontinued and is no longer available, WKW Custom will automatically replace your item with the most comparable item currently manufactured.

Return shipping responsibility - Return shipping is the responsibility of the customer. We recommend that you obtain a tracking number for the return and purchase insurance through carrier.

No defect found - If your return cable found to not be defective in material or workmanship, the return merchandise authorization (RMA) will be deemed void and your cable will be returned directly to you with a full diagnostic and troubleshooting report in the following ( 8pin connector diagnostic, Connector circuit diagnostic, Heat shrink and relieve stress test, Cable diagnostic, Cable stress test and USB connector diagnostic.

Lost or stolen packages - WKW Custom Cable is not responsible for lost or stolen packages.

Right to refuse - WKW Custom Cable reserves the right to refuse a return on any product that does not meet the above requirements.

Warranty on replacement - Repaired or replaced components are individually warranted only under the same terms and for the remaining balance of the Limited Warranty period.

 

Examples of what is NOT covered under our warranty policy:
The following examples are NOT "Defects in workmanship" or "Manufacturing defect" and thay are not covered under your warranty.

 

Physical or accidental damage:
( Not covered under our warranty )

Cable returned with heat shrink and sleeving separated/pull off from connector, visible cable stress and visible sleeving stress.

Damage attributed or caused by the user:
( Not covered under our warranty )

Customer accidentally cut the cable in half.

User-neglect :
( Not covered under our warranty )

Cable returned with USB or 8 pin connector broken in half.

Corrosion :
( Not covered under our warranty )

Cable returned with corroded connector.

Habit-forming lump :
( Not covered under our warranty )

Cable returned with wire damages and visible sleeving stress due to sharp bends or forcibly twist and turn the cable in a abnormal angle during charge, sync or storage.

Connector Damages :
( Not covered under our warranty )

Cable returned with connector ( 8pin or USB) separated/pull off from the hard plastic jacket, This is the result of (1) Yank on a cable, (2) pull it from both sides or from an angle.

How to Submitting a claim, Return Policy and Procedures:

(1) Obtain an return authorization number by email us at support@wkwcustom.com. (A) Attach a photo of the cable to prove its authenticity and/or show the defective part of the product. (B) Attach a original confirmation email from Indiegogo, Paypal, Touch of Modern, Esty or Amazon. ( We need the info to find your shipping date and determine your warranty claim fall within the 12 months limits of our warranty policy.) (C) Detailed description of the problem.
.

(2) Upon received your email with photo of defective cable, we will either accept or decline your
return authorization number (RAN) request.

.
(3) If your request is accepted, our e-mail response will contain a return authorization number, please return the damaged cable within 60 days to WKW Custom Cable - 169 Thrift Street, San Francisco CA 94112. All return packages should have the return authorization number clearly marked on the outside of the package, packages that do not have the return authorization number will be refused. You must return the damaged cable within 60 days.
.
(4) Replacement cable will be shipped after the defective item is received and inspected for "Proof of Purchase" and "Exclusions in Coverage"


Return shipping instructions:

(1) DO NOT USE ( Signature Confirmation, Certified Mail or anything that require signature ) and bubble rolls protection is not necessary since the cable is dead. Use a 6 x 9 mailer and USPS First Class Packages with tracking.
(2) All return packages should have the return authorization number clearly marked on the outside of the package, packages that do not have the return authorization number will be refused. You must return the damaged cable within 60 days or your
return authorization number (RAN) will be deemed void.
(3) Return shipping is the responsibility of the customer. We recommend that you obtain a tracking number for the return and purchase insurance through carrier.
(4) WKW Custom Cable is not responsible for lost or stolen packages.

 

Out of warranty:

(1) If your warranty request is decline base on our "Exclusions in Coverage" or ,"Out of Warranty". You have the following two choices:
(E-1-A) Return your cable for out of warranty repair. (Cost: $8 to $15 per cable + shipping)
(E-1-B) Request a one time voucher for 30% off per cable on your next purchase. (Limited to 4 cables per customer)

 

Support - Warranty FAQ

The following is the five main reasons a cable don't charge or sync:
(1) The chips inside the 8pin connector is defected.
(2) The 8pin or USB connector is damaged
(3) Only use Apple certified or Apple ipad/iphone wall/car chargers. For more info ( https://support.apple.com/en-us/HT201569 )
(4) The contacts connecting the 8 pin connector often get dirty and prevents the connector from making good electrical connection to the iPhone. Check you cables 8 pin connector, use a eyeglasses cleaning cloth to wipe and polish the 8 pin connector.
(5) Look at the connector at the bottom of your iPhone and make sure it’s free of debris, it's amazing how much lint it will collects, cleaned the port with a toothpick, then reconnect the USB cable. For more info ( http://support.apple.com/en-us/HT203030 )

What is your cable defective rate?
Statement WKW 1.0 - 0.25%
Statement WKW 2.0 - 0.05%

Is Statement WKW unbreakable?
No, nothing is unbreakable! Statement WKW were designed to be robust, because both 8pin and USB is hot-pluggable, the connectors would be used more frequently, and perhaps with less care, than other connectors. However they are not unbreakable, both connector is design to break off if the pressure is strong enough to prevent equipment ( iPhone, iPod or PC) damage. This design was made so that both connectors on the less expensive cable would bear the most wear instead of the more expensive iPhone, iPod or PC.

Does the 12 months limited warranty apply internationally?
Yes

I did not buy my cable from WKWCustom, am I covered?
Only from the following authorized reseller: (1) Indiegogo (2) Top Video World (3) Touch of Modern (4) Esty and (5) Amazon

 

Support - Cable User Guide
It's no secret that the Apple lightning cable is one of the most challenging / problematic cables ever made. The help forum on the Apple website has almost 200,000+ discussions dedicated to how problematic the cord and the authenticator chip inside the lightning plug is. With that in mind, here are some suggestions and recommendations of what to do / not to do on your cable

Click Here for Cable User Guide

 

* The page was last updated on 03/08/2016

iPhone, iPod, iPod classic®, iPod nano® and iPod touch® are trademarks of Apple Inc., registered in the U.S. and other countries, and Apple Lightning is a trademark of Apple Inc.