FAQ
Frequently Asked Questions
The Draw my Pad FAQ
Support
Frequently Asked Questions
All products offered on our site are in our stock,
We do not work in drop shipping to ensure the best shopping experience and service to our customers.
So when you order one or more products, you are sure to be delivered quickly,
in one go and with the lowest possible shipping costs.
When your package is being prepared, you will receive a tracking number and an email that will allow you to track your package at any time. You will also be notified by email of your package's shipment until its delivery.
In France
Delivery times are between 48 and 72 hours in mainland France.
At home or at the office with Colissimo (€5.50)
European Union
Delivery times are between 5 and 10 days.
Delivery costs Belgium/Switzerland €12.50
Other delivery costs depending on the destination country.
Outside Europe
Delivery time between 10 and 15 days.
Delivery costs €25
To modify your order (adding, replacing, deleting one or more products, changing the delivery address, etc.)
The best thing is to contact us directly by email: sav@drawmypad.com
We can modify your order if it is in one of the following statuses in your customer area:
- Awaiting payment
- Waiting for preparation
- In preparation
If the order has already been shipped, you will have to wait until you receive it to return the item(s) you no longer want.
In order to ensure the processing and tracking of packages returned to us, a return authorization is required.
If you wish to make a return, please contact our customer service .
In the latter case, you have a maximum of 30 days from receipt of your order to change your mind. Only products returned in their entirety, in their original packaging, complete and intact, will be accepted.
including accessories and in perfect condition for resale. Upon receipt of the package, our team will assess the condition of the returned merchandise. Returned products must be sent back in a shipping package,
in order to avoid any damage to the original packaging.
Products that have been personalized (StatTrak, NameTag, Flocking, etc.) cannot be returned or refunded.
Learn more about return conditions.
General
Video game enthusiasts above all. A passion that has inspired the desire to create and bring a true identity to each player. Today, we are your specialist in custom video game controllers. PS4, PS5, Xbox, and Switch, official controllers 100% customized by us.
Nothing could be simpler, you can write to us on the contact us page or ask us all your questions on the chat by clicking at the bottom right of each page.
We also respond on our social networks: Instagram , Facebook .
Our team is available Monday to Friday from 10am to 6pm.
Find all the information on the contact us page.
Orders
We accept the most secure and widely used payment methods, you can pay via:
- Blue Card (Visa, Mastercard, CB and others)
- PayPal
Yes, you can browse and order on Maxesport with complete peace of mind.
Our site is fully secured via HTTPS, our banking partners are PCI Level 1 certified and also guarantee the security of all payments made via TLS (SSL).
We adhere to the CNIL and respect the confidentiality of our customers' personal information.
To modify your order (adding, replacing, deleting one or more products, changing the delivery address, etc.)
The best thing is to contact us directly by email: sav@drawmypad.com
We can modify your order if it is in one of the following statuses in your customer area:
- Awaiting payment
- Waiting for preparation
- In preparation
If the order has already been shipped, you will have to wait until you receive it to return the item(s) you no longer want.
If you believe that the product received is defective, we invite you to contact our customer service as soon as possible, we will give you the procedure to replace it.
We have implemented rigorous processes and check items at each stage of order preparation.
However, if we have sent a product that does not correspond to the order, it is of course possible to replace it; we will cover the return and reshipping costs. We invite you to contact our customer service, we will provide you with the procedure to follow.
We have implemented rigorous processes and check items at each stage of order preparation.
First of all, remember to check that it has not been sent in another package.
However, if an item is missing from your package, we invite you to contact our customer service as soon as possible and we will give you the procedure to follow.
Delivery
To offer you the best rates and different delivery methods, we have selected reliable and competitive carriers.
- Relay point: 3.5
- Colissimo: 7.50
In France :
Delivery times are between 48 and 72 hours in mainland France.
At home or at the office with Colissimo
European Union:
Delivery times are between 5 and 10 days.
Outside Europe:
Delivery times between 10 and 15 days.
We currently ship worldwide.
Yes, we work with Colissimo for delivery to relay points, post offices and pickup points.
You can choose the relay point you want based on its proximity to your home and/or workplace as well as its opening hours.
You will be notified by email when your package has arrived, from that moment you can collect it from the relay point chosen when ordering under:
- 10 days at relay points and post offices
- 3 days in pickup relay
Remember to bring valid proof of identity (national identity document, driving license, passport) to collect your package.
The tracking number is sent when your package is prepared. If you have not received a tracking number, it is likely that your package has not yet been prepared . Orders placed before 4 p.m. on weekdays are prepared and shipped the same day. Orders placed after 4 p.m. are prepared and shipped the next day. We prepare orders from Monday to Friday (excluding public holidays).
Remember to check if the email is not in your spam folder .
For bulky products, such as chairs or desks, tracking numbers can be sent up to 24 hours after collection by the carrier.
After this indicative period you can contact our customer service .
For environmental reasons, we do not print invoices. They are accessible at any time from your customer area in the "My Orders" section. You can view, download, and print them if necessary.
Very sensitive to the environmental cause, we have been looking for solutions from the start to reduce our waste and carbon emissions . On the subject of packaging , our objective is to use as little as possible to protect the products during transport between our suppliers, our warehouse and your home.
Our bags and boxes come in a variety of sizes, so the packaging fits your orders perfectly . We've also eliminated all unnecessary packaging , using only what's necessary to ensure your order arrives in good condition.
We use the most sustainable packaging possible today and continue to explore ways to improve further.
We systematically reuse packaging from supplier deliveries and customer returns as soon as possible.
In the same spirit, invoices are not attached to the packages but are accessible and downloadable from your customer area in the my orders section. You can print them directly if necessary.
Back
In order to ensure the processing and tracking of packages returned to us, a return authorization is required .
If you wish to make a return, please contact ourcustomer service .
Our refund and return policy lasts 15 days, which is your right of withdrawal. If 15 days have passed since your purchase, we cannot offer you a full refund or exchange.
Our gift cards and products created in the customization modules are non-refundable as they were created at the customer's own request.
To complete your return, we require a receipt or proof of purchase.
In certain situations, only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item returned more than 30 days after delivery.
The law provides that the consumer has a right of withdrawal and can return a package for reimbursement up to 14 days after receiving the package.
Refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your request is accepted, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a few days.
- Note: we cannot refund controllers made in the workshop.
-
Sale items
Only regular-priced items are eligible for a refund. Sale items are not eligible for a refund.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company. It may take some time before your refund is officially posted.
If you've done all of this and still have not received your refund, please contact us at sav@drawmypad .
Exchange
We only replace items if they are defective or damaged. If you wish to exchange it for the same item, please email us on the contact us page.