Welcome to our Frequently Asked Questions and Support page. If you do not see the answer to your question listed here, please Contact Us or use the Facebook Messenger chat icon located in the bottom right corner of this page.


ORDER RELATED QUESTIONS

I received an email that only some of my items have shipped, is this normal?

Virtue Paintball has some items located in different warehouses across the US. If you received an email that only some of your items have shipped this is completely normal. You should receive another email that same day with a separate tracking number and packing slip showing the other items being shipped. If you do not receive another email within 1 business day we recommend logging onto your account to see if the product has been placed on Backorder.

Will I be notified when my backordered items ship?

Yes, as soon as a tracking number is available you will be notified with the new tracking number and a packing slip for the backordered items shipping.

If I select “Free shipping” what shipping method will I receive?

Depending on the size of the order and location of where the order is being shipped to, the order will be shipped one of the following ways: USPS First Class, USPS Priority Mail, USPS Parcel Ground, UPS Ground or UPS Sure post. Expedited shipping is available.

How long does it normally take for an order to ship once it is placed?

Orders placed by 2PM Eastern Time will be processed the same business day. Virtue Paintball is open Monday-Friday, 8:30AM to 5:00PM EST. If the order is placed over the weekend it will be shipped first thing Monday morning.

What is the return policy for Virtue Paintball?

Virtue Paintball has a 30 day return policy from the day the order was placed on all unused items. There is no restocking fee. The only thing you will be responsible for is returning the item to us. Refunds will only be issued to the original form of payment. To return an item please box it up and send it to Virtue Paintball, Attn: Order Returns, 40 Oser Ave, Suite #14, Hauppauge, NY 11788. Inside of the box include a note with all of your contact information along with your order number and also state that you would like to return the item for a refund. If the unused return clears within the policy period the refund will be issued. Credit Card/Debit Card refunds will take between 3-5 business days to be issued depending on your bank. PayPal refunds should take 24 hours.


SPIRE IR QUESTIONS

How do I enter "Programming Mode" on my Virtue Spire iR?

The Virtue Spire iR was designed to be the most user friendly loader on the market. There is no programming mode on the Spire iR's because we felt that you should just be able to power your hopper on and go play without the worry of needing to change settings for optimal performance. Out of the box your Spire iR is pre-programmed to peak performance straight from the factory.

What style Virtue Crown can I use for my Virtue Spire iR?

Out of the box you can use both the Virtue Spire III/iR Crown SF II or the older styled Virtue Crown SF/2.5 from your 200/260. The Crown SF II will plug into the quick change adapter on your stock backshell from your Virtue Spire iR to quickly interchange from your Rain Lid to your Crown SFII. The old style Crown SF for a 200/260 will also fit onto your Spire iR Shell but it will not use the Quick Change function backshell.

What color kit should I order for my Virtue Spire iR?

The Virtue Spire 200/260/iR Color Kit will come with all parts needed for your Virtue Spire iR.

Does the Virtue N-Charge Lithium Ion Battery Pack work on my Virtue Spire iR?

The Virtue N-Charge Lithium Ion Battery Pack will work on your Virtue Spire iR along with all other styles of Virtue loaders and most other styles of paintball loaders in the industry as well. (Includes parts for all Spire (iR, 200, 260, III, 280) and Rotors (R2, Rotor, LTR)


SPIRE III/280 QUESTIONS

What do the LED's on the sides of my Virtue Spire III indicate?

The LED's located on both sides of the Virtue Spire III are your Reload indicators. The Spire III has Smart Spring Ramp technology which alerts the player when they need to Reload. When the Smart Spring Ramp is in the upwards position the LED will read Red alerting you to Reload your Spire III. When the Smart Spring Ramp is forced down by paint the LED will turn Blue showing you the Spire III is Loaded.

Will my Virtue Spire 200/260 Tray work inside of the Virtue Spire III shell?

The Virtue Spire III is a complete redesign and upgrade from one of the best hoppers on the market, the Virtue Spire 200/260. The Spire 200/260 Tray will not work inside of the Spire III Shell due to the design change. The Spire III Tray has more features while still holding a small profile along with having a maximum capacity of a True 220 loader.

How do I update the software on my Virtue Spire III?

On a mobile device or tablet that is Bluetooth capable make sure your Bluetooth is enabled and open up the “Virtue Paintball +” app. Select “Spire III” on the main boot up screen. Once you’re on the “Spire III Options” Screen, select the “Update Loader Firmware” tab. On the next screen select the button at the bottom of the screen “Update Firmware”. You will then be prompted to make sure your Spire III is in programming mode along with having the hopper on the “Flickering Blue” setting, allowing you to update the loader. Once you have the Spire III in programming mode and on the Flickering Blue setting, hold the button on the bottom of the loader to allow Bluetooth connection from your phone. The LED will then turn white after you hold the button down. Now on your mobile device or tablet you will be asked to “Select Loader”. Your hopper serial number should show up on this screen, select your serial number and from there the download will start. Once the download is complete your loader will act as if it was just powered on. You can then close out of the app on your phone after the successful download.

Will the Virtue Spire III Color kit work on my Virtue Spire III 280?

Yes! All parts included in the Virtue Spire III Color kit will interchange with the Virtue Spire III 280.

Why does my Virtue Spire III show a Low Battery Indicator after I installed a Virtue N-Charge Lithium Ion Battery Pack?

The Virtue N-Charge Lithium Ion Battery Pack has a lower voltage compared to standard AA Batteries. Out of the box the Virtue Spire III has programming set to accommodate for the higher voltage from the AA Batteries. The only thing you’ll need to change to fix this issue is the “LED & N-Charge” Setting in the Spire III programming mode. To relieve this issue, Enter programming mode on your Spire III and remain on the “Flashing Red” LED. On a mobile device or tablet that is Bluetooth capable make sure your Bluetooth is enabled and open up the “Virtue Paintball +” app. Select “Spire III” on the main boot up screen. Once you’re on the “Spire III Options” Screen, Swipe Right twice to get to the settings page. Click the “Connect” button on the bottom of the screen, then select your loaders serial number. You can now edit settings. Change the LED & N-Charge setting from 1 to 4 (LED ON & N-Charge). Once set you can click the “Disconnect” button at the bottom of the screen. Power the hopper off and power it back on normally and the Low Battery Indicator should no longer be showing. Please Note* If the Spire III is showing a Blinking Green/Yellow LED after installing your N-Charge this could mean your N-Charge battery pack is tightened down too much. Loosen the screw that holding the N-Charge in place and that should fix the issue.


SPIRE 200/260 QUESTIONS

Why does my Virtue Spire 200/260 show a Low Battery Indicator after I installed a Virtue N-Charge Lithium Ion Battery Pack?

The Virtue N-Charge Lithium Ion Battery Pack has a lower voltage compared to standard AA Batteries. Out of the box the Virtue Spire 200/260 has programming set to accommodate for the higher voltage from AA Batteries. After the N-Charge is installed the loader will always show a Low Battery Indicator due to the lower voltages coming from the N-Charge. This is completely normal, to determine your actual battery level we’ve incorporated a build in battery indicator on the N-Charge Battery Pack. Press the button on the N-Charge to determine your battery level depending on how many of the 4 LED’s show. (If 2 out of 4 light up you are around 50% battery life.)

Why does my Virtue Spire 200/260 have a slow “drop test”?

A “drop test” is not a functional way of determining if your loader is feeding ‘fast’ due to the different types of sensors in the Virtue Spires. The Virtue Spire 200’s and 260’s along with the Virtue Spire III are all ran off of a G-Force sensor. Unless the loader feels the kick (G-force), from your marker when firing it will not feed at a fast rate. As soon as you strap the loader to your marker and start firing you will notice an increase in ROF coming from the feed tube.

My Virtue Spire 200/260 motor is not spinning. Does that mean it has a bad motor?

A simple way to test if you have a bad motor is to power the loader on without any paint inside and rest it on a table. If you power the loader on and the LED is Flashing Red while performing a slow spin your motor is working 100%. Once the loader detects paint in the feed tube it is completely normal for the LED to then turn Blue and stop spinning. Once the Spire detects a shot or anytime of G-Force it will then continue to spin. If the LED goes straight to Blue after powering it on without any paint in the loader this means you may have a bad motor. Replacement motors are located under the “Loaders” tab in the “Accessories + Parts” section.


VIO QUESTIONS

Does the Virtue Vio Goggle line come with a chinstrap?

Yes! All Virtue Vios come with a chinstrap included along with a Goggle Bag. If you ordered a Vio Contour, Extend or XS the Chin Strap and Goggle bag will be included underneath the plastic packaging the is holding the goggle in place. The Contour, Extend and XS will come with a spare lens bag as well.

Can I update my Virtue Vio Contour to having an Extend/XS Facemask?

All parts between the Virtue Vio Contour, Extend and Vio XS are interchangeable. Have a Vio Contour but want to upgrade to more coverage? Place an order on our website for a Vio Extend Facemask and you can interchange the facemask with minutes!

Will my Virtue Vio Visor work on my Virtue Vio Ascend?

Yes! The Virtue Vio Visor will work on the Vio Ascend along with all other Vios and most other goggles as well. The Vio Ascend also uses the same Virtue Vio Stealth Visor Fan, Virtue Vio Lens, Virtue Vio Strap and Replacement Virtue Vio Goggle Foam that are used on the Contour, Extend and XS.

What is the recommended cleaning procedure for Virtue Vio Lenses?

The recommended cleaning procedure is to keep the lens as dry as possible. Clean off the shot with a microfiber or towel and then polish the lens with a spray of Virtue Glint or any glass cleaner and a dry microfiber. Try and keep the lens as dry as possible to avoid having the thermal lens separate and never submerge your lens in water.

What is the difference between the Virtue Vio Thermal Clear Lenses and Virtue Vio Single Pane Clear Lenses?

Virtue Vio Thermal Lenses are designed for all weather climates, they are dual pane giving you the assurance to never fog up on you. Virtue Vio Single Pane Anti-Fog Lenses are also designed for all weather climates but have an Anti-Fog coating on them compared to a dual pane thermal lens. They are recommended for less humid climates for optimal performance.


SOFT GOODS QUESTIONS

I ordered the incorrect size, how can I exchange the item for the correct size?

As long as the item is unused you can return it to our warehouse in NY for the correct size. The only thing you would be responsible for is shipping on the item. Please box the item up and send it to Virtue Paintball, Attn: Size Exchange, 40 Oser Ave, Suite #14, Hauppauge, NY 11788. Inside of the box include a note with all of your contact information along with your order number and size you would like to exchange to. Once received we will reach out to you for a return shipping payment. To speed up the process you can include a prepaid label for return shipping.

What is the recommended cleaning procedure for Virtue Soft Goods?

The recommended cleaning procedure for all Virtue Soft Goods is to run the washing machine on a “Delicate” cycle with cold water to avoid damage and shrinking fabrics. Try and avoid all heat cycles. We recommend hang drying all soft goods.

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