Where your warranty terms live

Warranty terms are set by the manufacturer, and they differ by machine, by manufacturer and sometimes by production run. We do not restate them here, because a term copied onto a web page and left for a year is worse than no term at all — you would be relying on something out of date at exactly the moment it matters.

Instead, the written terms for your specific unit come with your quote and again with your invoice. Ask us before you order and we will get them from the manufacturer in writing, so you can read them while you are still deciding rather than after the crate arrives.

How to make a claim

Do this and a claim moves fast:

1. Email [email protected] or call +1 (214) 244-0163.
2. Send your order number or invoice, the serial number from the unit's plate, and the date it went into service.
3. Describe the fault plainly — what it does, when it started, what changes it.
4. Send photos or a short video, and a photo of any error code on the display.

We open the claim with the manufacturer and stay on it until it is closed. Do not return a unit or a part before we confirm the return in writing.

Who pays freight on a warranty part or a returned unit depends on the manufacturer's terms for your machine. We confirm it in writing when we open the claim, before anything ships.

What we do when a machine goes down

Separate from whatever the manufacturer's warranty covers, this is what you get from us:

• A reply within 24 hours. Standard business hours, Central time.
• Parts and units held back where it matters. On some equipment we can keep spare parts, and occasionally a whole unit, set aside. That is arranged with you based on what your floor can afford to have offline — talk to us about it before you buy, not after.
• Install and service, coordinated by us. We facilitate the install and we stay involved in service. Travel is agreed up front, based on the device, the timeline and where you are.

What we do not run is a 24-hour emergency line. If your business needs a guaranteed response window mid-shift, say so and we will agree it in advance and write it into your arrangement — but we will not imply one exists by default.

Consumables and wear parts

Liners, O-rings, filters and the other parts that are consumed in normal use are not warranty items. They are ordered as consumables and ship within 7 days.

Installation and commissioning are separate

Installation is quoted per job, based on your location, the equipment and the timeline. It is not part of the manufacturer's warranty, and damage caused by an install someone else performed is not covered by it either. Where the equipment warrants it we are there in person to unload and commission the machine.

Questions before you buy

If the warranty position on a particular machine is going to decide your purchase, ask first. Talk to an expert and we will get the written terms for that unit from the manufacturer before you commit.