Our Brands
iwata anest logo
airbrushes + compressors
iwata logo
airbrush accessories
medea airbrush logo
airbrush-ready paints
medea airbrush logo
airbrush beauty products
artool logo
templates, masking + tools
karajen logo
hanging +storage systems
anest iwata logo
spray guns + equipment

FAQs – Support

 

Frequently Asked Questions

Q: I’m having problems; I can’t/don’t want to look through this FAQ or through this website anymore. What do I do now?
A: Call us up Monday through Friday at 503.253.7308. We’ll be happy to help you.

* Eastern 11am-3pm, 4-7pm
* Central 10am-2pm, 3-6pm
* Mountain 9am-1pm, 2-5pm
* Pacific 8am-12pm, 1-4pm

Q: I’m having problems with my airbrush/compressor. Can someone fix this for me?
A: Call us up at 503.253.7308 and we’ll try and help you fix your airbrush – sometimes another perspective can make all the difference. If that doesn’t work and since not all problems can be solved over the phone, we’ll give you a return authorization number. Then you can send the airbrush to us and we’ll make it all better.
Price for non-Warranty repairs

* $25 service fee
* + cost of parts
* + shipping (we ship UPS ground unless you ask us to do something different)

Price for Warranty repairs

* No charge service fee
* + cost of needles and fluid nozzles (they’re usually not under warranty)
* + shipping to us

No charge on return shipping, unless you want something other than UPS Ground.

Q: I already have replacement parts. If I send them with the airbrush will you use them to repair it instead of the parts you have in stock?
A: We are happy to use Iwata parts purchased from a local retailer. People who ask us this question generally send us spare nozzles and needles. Shipping safety is the only concern with the needles.

Q: How long will it take Iwata to fix my airbrush?
A: Once we receive your airbrush, we can get it up and running very within five business days, including processing time and labor. Most of the time we’re faster. We’ll ship it back to you UPS Ground, unless you’ve told us differently. Remember to include shipping times in your estimates to and from Portland, Oregon.

Q: How long will it take Iwata to fix my compressor?
A: Compressors can take a varying degree of time based upon the severity of troubleshooting the problem (how deeply we have to dig into the inner workings) and spare parts availability. Compressors tend to take up the full five business days and they occasionally go over. The bulk of your equipment’s hiatus from you is shipping time.

Q: What is covered by the warranty for my airbrush?
A: The Iwata warranty on every airbrush and spray gun covers craftsmanship and defects for five years from the purchase date. Any part that is or becomes defective so as not to be usable within this time will be repaired or replaced at our discretion. This warranty does not cover damage caused by improper cleaning, negligence or units that have been altered or abused in any way.

*Needles and Nozzles need to be replaced from time to time due to ordinary wear and are not covered by the above warranty.

Q: What is covered by the warranty for my compressor?
A: The Iwata warranty on every compressor covers craftsmanship and defects for one year from the purchase date. Any part that is or becomes defective so as not to be usable within this time will be repaired or replaced at our discretion. This warranty does not cover damage caused by negligence or units that have been altered or abused in any way.

Q: I don’t see my question listed here? What do I do now?
A: You can e-mail your question to us at info@iwata-medea.com.

 

Why are there no prices on your website?

Iwata Medea is the wholesale distributor of Iwata, Medea and Artool products in North and South America, and the UK, and does not sell directly to customers at this time. However if you are interested in our suggested retail prices, click here to go to the support page where you can find our suggested retail price lists available for download. To purchase Iwata Medea or Artool products, please check our dealer pages for a reseller near you. Or call our customer service team at 503-253-7308 ext. 2000, and we’ll help you find a local reseller.