Most repairs will be completed in 5 to 10 business days from the date they arrive. Please add additional time at each end of the process for shipping into and out of our facility.
Who pays the shipping on repairs?
Shipping for repair is the responsibility of the owner of the product. For warranty repairs, Gentec will cover cost of return shipping.
Do you perform firmware upgrades on Sigma lenses, and if so what is the cost?
Yes, we will upgrade the firmware on your lenses for you. This is a no charge service that we offer to Sigma owners.
How do I know if my repair will be covered under warranty?
If you meet all the requirements of a warrant repair, we will proceed with the repair as usual and it should be back to you within the specified time frame. If we find that the product does not fall within our warranty guidelines, you will be contacted with an explanation why, and an estimate of the cost of the repair.
Can I purchase replacement accessories from you?
Accessories can be purchased for your product through one of our authorized dealers.
Can I get a tracking number for the return shipment of my repair?
If you require a tracking number, you will need to contact us and request it.
How can I track the progress of my repair?
Please contact us for information regarding the progress of your repair.
If a lens is in for other repairs, will it be cleaned by the technician automatically, or do I have to request it? Is there additional cost for this?
We regularly clean all lenses that we repair. This does not have to be requested, and there is no additional charge.
Do you have an estimate for my repair?
Estimates are created as soon as possible after receiving the, and we contact you as quickly as possible once this done. If you have not yet received an estimate, then we have not produced one yet.
Has my repair been seen by a technician yet?
Please contact us for information regarding the progress of your repair.
Have you received the item I sent for repair?
Please contact us for information regarding the progress of your repair.
Do you warranty your repairs?
All repairs will carry the original length of warranty. Repairs that are done out of warranty will be covered for parts and labor for 90 days.
Do you offer cleaning services for lenses?
Yes, we will perform an exterior or complete interior cleaning of the lens as you request. Please note that these will be charged at our normal repair labor rate. As well, lenses normally collect dust on the inner elements, this does not hinder the performance of the optics of the lens.
What if I cannot find my original bill of sale or invoice to request warranty repairs?
We require proof of purchase from an authorized Canadian retailer in order to perform warranty work.
Do you offer walk in service?
We do have a walk in service option. You can drop off the item to be repaired, and pick it up when it is complete. This shortens the repair time by the amount of shipping days at each end of the process.
Can I speak to a repair technician about my repair?
When you call in we can update you on the progress of your repair. A trained technician is available to discuss your particular repair if need be.
How do I contact the Service Department of Gentec?
You can contact us via the following methods.
Phone: 905-513-7733
Fax: 905-415-9715
E-mail: service@gentec-intl.com
Or you can drop by at:
Gentec International
90 Royal Crest Court
Markham, ON, L3R-9X6
Gentec Service Department’s hours of operation are Monday to Friday, 8:30 a.m. to 5:00 p.m