Technical Support Center
Access the Technical Support Center to get answers to your questions and find solutions to your problems related to products purchased on this site. You can also consult our manufacturer contacts list to obtain more information about their policies and warranties.
Customer Service
Please call Phaselock Systems' Customer Service Department for further queries in any of the above or other areas, including: lost shipments, short shipments, and billing errors.
Claims for damage or shortage in shipment should be made to Phaselock Systems within 7 business days from the date of receipt of merchandise.
Return Policy
No return merchandise will be accepted without a RMA (Return Merchandise Authorization) number. You can request a RMA number on-line if your product was purchased from our web site. Simply access your shipped and partially shipped orders on our system and use the RMA options on the right of each listed product item. For items purchased by faxed Purchase Orders or over the phone, call Phaselock Systems' Customer Service Department at (613) 742-7070 and request a RMA number. Provide Customer Service with your name, phone number, packing slip or invoice number, part number, serial number, and a description of the product. Defective Items must also include a description of the problem. RMA numbers are only valid for 15 days from the day of issuance.
Undamaged products in their original, sealed manufacturer's packaging may be returned for a refund within 7 days of purchase.
Hardware products, in reasonable condition (undamaged, complete and in manufacturer's original packaging), may be returned within 20 days of purchase. Such returns are subject to the industry's 15% restocking charge and Phaselock Systems' approval.
Opened software products are not returnable. However, the return of certain products will be negotiable on a case-by-case basis.
All special order products (not normally sold by Phaselock Systems) are not returnable.
Defective Products
All products that are identified to Phaselock Systems within 10 business days of receipt as "dead on arrival (DOA)" will be shipped
and replaced free of charge.
Phaselock Systems will repair or replace, in kind (depending on manufacturer's policy), any product that fails within the first year of its receipt date. Any additional warranties offered beyond the first year by the manufacturer will be directly between the end user and the manufacturer.
Return Shipment Procedure
All products to be returned to Phaselock Systems must be packed in the manufacturer's original unmarked packaging, with all manuals, media, warranty cards, and included accessories intact.
The customer will be fully responsible for all shipping and handling to Phaselock Systems. In turn, Phaselock Systems will be fully responsible for shipping and handling for the return of the repaired or replacement product to the customer.
With the exception of large items (such as printers, monitor, etc.), all products must be placed in an external packing box for shipping. Use shipping labels on the external packing boxes. Ensure that the RMA number is clearly marked on the address labels. DO NOT WRITE ANYTHING ON THE ACTUAL PRODUCT. THERE MAY BE A CHARGE FOR THE COST OF A NEW BOX, OR THE SHIPMENT MAY BE REFUSED ALTOGETHER.
