WHAT TO DO WHEN SERVICE IS NEEDED ON YOUR ZEISS PRODUCTS IN CANADA
If you require service or warranty work on your Zeiss photography, cinema, hunting scopes or binoculars, please follow the steps below:
Step 1: Package the product and relevant accessories carefully, using ample padding materials and a sturdy mailing container to prevent damage in transit.
Step 2: Include in package:
- Complete name, return address and daytime telephone number (fax number and e-mail address optional).
- Detailed description of the problem.
- Where practical, a sample evidencing the problem.
- For warranty repairs, a copy of the dated sales slip of original purchase.
Step 3: Customer pays shipping to Gentec International and we cover the return shipping for all in warranty repairs.
90 Royal Crest Court
Markham, ON, L3R-9X6
If there is a cost associated with your repair, you should receive an estimate from our service team within 2-3 business days of its arrival at Gentec. If your product is covered under a warranty repair, your item will be repaired and sent back to you.
If your item is not covered under warranty, a $40 estimate fee (plus tax) will be charged upon estimate rejection or if you do not respond to the estimate. If there is no response to the estimate after 60 days, your product may be sent to recycling. If you accept the estimate, this fee is waived. Rejected estimates and all out of warranty repairs that require return shipping are subject to a $10 freight charge.
Please Note: Due to the precision involved with Zeiss Optics, repairs are only handled at Zeiss factories in the U.S. or Germany. Gentec will facilitate the shipments of your products to the Zeiss factories, but repair turnaround times are outside of our control. If you contact Zeiss Germany or Zeiss USA, you will be re-directed to Gentec International for your service needs. The Gentec service department will be happy to assist you in all Zeiss service-related inquiries.
Gentec Service Department’s hours of operation are Monday to Friday, 8:30 a.m. to 5:00 p.m.
During these hours, the Service Department can be reached by telephone at 905-513-7733, by fax at 905-415-9715 or email Optical.firstname.lastname@example.org
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