Service & Repair

INSTRUCTIONS

To send a product to us for Service or Repair, you must first obtain a Return Material Authorization Number (RMA#) using the steps below.

Shipments will not be accepted without an RMA#.

All shipments to us are to be prepaid, unless specifically authorized in writing by us. International shipments shall be sent with Duties and Taxes to you, unless specifically authorized in writing by us

STEP 1 – CONTACT US:
Contact us using one of the following methods:

Via the Service and Repairs Request Form on this page (this is the preferred method)

USA and Canada Only via Phone: +1 800-641-1133 (toll-free) Please ask for either Service or Repair. Fax: +1 800-354-2353

Outside USA and Canada via Phone: +1 516-333-1254 (toll) or Fax: +1 516-876-8411 Email: customerservice@tracerproducts.com

Provide us will detailed information including but not limited to:

      • Detailed Reason for Repair / Service
      • Are you the Point of Contact?
      • Product Description and Part # *
      • Clearly Define Problem / Issue *

*If these fields are not completed, you will not be able to SUBMIT your request. Specify issue for each Product.
An error will appear until these are completed. 

 

STEP 2 – RMA# PROCESSED
Your request will be processed and an RMA# will be issued to you via E-mail along with instructions for returning the item(s) for Service or Repair.

FOR ALL REPAIRS:

  • Include with your shipment your Billing Address details, Delivery Address details and the RMA# we have provided to you.
  • State clearly on your shipping documents that it is a ‘RETURN FOR REPAIR’, and detailed reason for the return. Any additional expenses in terms of customs duties and tariffs are to be paid by the Customer.
  • On the shipping box, mark clearly RETURN FOR REPAIR OR SERVICE and the RMA#.

 

SHIPPING FROM OUTSIDE THE UNITED STATES

  • All papers and boxes are to be clearly marked RETURNED AMERICAN GOODS.
  • No returns will be made without the detailed instructions and necessary documents described in these Instructions.
  • When it comes time for us to return and re-export to you, please spell out what documentation you need if more than an invoice.

 

OUR POLICY REGARDING REPAIRS / SERVICE

  • Tracer Products will evaluate the Repair / Service within (7) seven to (10) ten business days from arrival.
  • If the product can be Repaired or Serviced, Tracer Products will email a Quote for services; if not, an email will be sent with a description of the issues, giving the customer an opportunity to respond.
  • We request that our Customer contact us via email within a maximum of (15) fifteen business days to either approve or not approve the repair/service costs.
  • Once approved,Tracer Products will complete repairs/service in a timely manner.

 

Note: If a Proforma Invoice is issued, once payment is received, Tracer Products will complete repairs. If our customer has payment terms, they will be invoiced accordingly.

Important Note:
If we have not heard anything from the customer within (6) six months, the goods will be destroyed and disposed of as we see fit.