- OBTAIN A RETURN MERCHANDISE AUTHORIZATION NUMBER (RMA#)
- PACKAGING REQUIREMENTS
- SHIPPING INSTRUCTIONS
- SHIP-TO ADDRESS
- ESTIMATED REPLACEMENT TURNAROUND
- CHECKING REPLACEMENT STATUS
- STANDARD MANUFACTURER'S WARRANTY AND TAKE OUT 1-YEAR
- WARRANTY PERIOD ON REPLACEMENT
- HOW TO REGISTER YOUR PRODUCTS WARRANTY ONLINE TO RECEIVE 2-YEAR TOTAL WARRANTY PERIOD
- DOA – DEAD ON ARRIVAL – DEFINED AS PRODUCT THAT DOES NOT OPERATE UPON FIRST USE OUT OF THE BOX.
- HOW DO YOU GET SERVICE
OBTAIN A RETURN MERCHANDISE AUTHORIZATION NUMBER (RMA#)
First, go to the Support Tab on our website and submit a Support Ticket http://www.thehovercam.com/support/helpdesk/submit-ticket We will respond to the issue you are experiencing accordingly and assign you an RMA# if necessary. This RMA# is used to identify you with your returned product. Please do not return product to us without an approved RMA# written on the outer box .
Customer may return product for any reason, within a 14-day period, as long as the product is in original condition, original HoverCam product box and a protective shipping box. First obtain a RMA# before returning it.
Ensure that the HoverCam is secured in the closed position.
If the original packaging is not available, package the HoverCam in bubble wrap with a minimum of 2" thickness on all sides.
Place in box large enough to allow another 1" of packaging material as an additional margin of protective cushion. Please include cables, HoverCam carrying bag, HoverCam Mat, and any other accessories.
Please clearly mark the outside of the package with the RMA#.
Pathway Innovations & Technologies is responsible for the return shipping cost of any defective unit under warranty and we will send you a UPS label to use.
Pathway Innovations & Technologies is responsible for shipping costs of the replacement unit.
Customer is responsible for shipping cost of any product being returned for credit.
For returns within the U.S :
Pathway Innovations and Technologies, Inc.
10211 Pacific Mesa Blvd
San Diego, CA 92121
For returns outside of the U.S., please contact your local HoverCam reseller.
ESTIMATED REPLACEMENT TURNAROUND
5-7 business days from date received in our warehouse. Please let us know if you desire cross-shipment of a replacement unit.
CHECKING REPLACEMENT STATUS
Contact Pathway Innovations & Technologies, Inc. at:
STANDARD MANUFACTURER'S WARRANTY AND TAKE OUT 1-YEAR
For a 1-year period from product purchase date by the end user, Pathway Innovations & Technologies will supply a new replacement, at no cost, for units determined by company to be defective. Within the warranty period, the Manufacturer will cover all parts and labor costs. For units under warranty beyond 1-year, Pathway Innovations reserves the right to send a replacement unit with equivalent wear and tear. The standard warranty period for all products, except the Solo 8, is 1-year. For the Solo 8, the standard warranty period is 2-years. The warranty will be extended by one year for completing the warranty registration.
HOW TO REGISTER YOUR PRODUCT WARRANTY TO RECEIVE ADDITIONAL 1-YEAR WARRANTY
- Go to http://www.thehovercam.com/support/warranty-registration
- Enter Serial #, First Name, Last Name, Email Address and Date product was purchased (on invoice)
- You will receive a message in your email inbox that confirms your warranty extension.
DOA – DEAD ON ARRIVAL – DEFINED AS A PRODUCT THAT DOES NOT OPERATE UPON FIRST USE OUT OF THE BOX OR FAILS WITHIN 30 DAYS.
Please package unit up properly per the Warranty Return Policy. Follow the procedure above to obtain an RMA #. Pathway will create a shipping label for the return of the defective product. Pathway will pay for the shipment of a new replacement product.
HOW TO GET SERVICE
The quickest way to get warranty service or to contact our tech support team about a technical issue is to fill out and submit a support ticket at http://www.thehovercam.com/support/helpdesk/submit-ticket After you submit the ticket, a customer service representative will contact you to assess the problem. If the unit needs to be returned or exchanged, we will create a shipping label for the return of the defective product and generate an RMA #. Please follow the instructions at the top of this page. If you are located outside of the U.S., please contact your local HoverCam reseller. Thank you.