Under Circumstances of Warranty Claims:
Warranty Repair & Return – Once a warranty and service work request form is submitted for a repair and return, the customer will be provided with a prepaid return shipping label for the damaged unit(s) to be returned to Canto USA for evaluation and repair. Once the unit(s) have been received, lead time for repairs is 1-2 weeks depending on the extent of damage and the resources necessary for repair. If the return shipping label is not utilized within (7) business days shipping will be canceled, and the warranty claim will be closed.
Warranty Advanced Exchange – Following the submittal of a warranty and service work request form for advanced exchange, new unit(s) will be shipped to the customer along with a prepaid return shipping label for the damaged unit(s). Once the new unit(s) is/are received by the customer, the customer will be allotted (14) days to return the damaged gear. After that allotted time has passed, Canto USA will reach out to the customer to inquire about the delay. If the damaged gear is not returned to Canto USA within (28) days of receipt of new merchandise, the shipping label will be canceled, warranty claim closed, and the customer will be invoiced for the cost of unreturned gear.
Warranty Parts Only – Generally speaking, requests for replacement parts are easily fulfilled within (5) business days; however, this lead time may vary based on the stock levels of the requested part(s). On some occasions, the customer may be asked to return the damaged gear to Canto USA for testing and evaluation. Under these circumstances, a prepaid return shipping label will be provided to the customer.
Under Circumstances of Service Work:
Any warranty claims that are submitted after the customer’s warranty term has expired will be treated as service repairs for which the customer will be invoiced. Additionally, any damages that are sustained as a result of anything outside of manufacturing defect will result in voided warranty and cost of repairs will be invoiced to the customer.