SERVICE & SUPPORT
Whether it’s a quick fix or a product question, our team is ready to support you.
Customer Service
FOR CUSTOMER CARE CALL OR EMAIL US AT 1-800-959-0153, (734) 996-9200, SUPPORT@SURGITEL.COM
Customer Support Hours: Monday – Friday 8:30am – 4:00pm EST.
NOTE: The information below may not be applicable to customers outside of the United States and Canada.
Our team is ready to help with all your product-related needs, ensuring a smooth experience. What we can help with:
- Repairs
- Replacement Part
- Loupe Tune Up
- Returns
- Order Status & Questions
Technical Support
FOR TECHNICAL SUPPORT EMAIL US AT TECHNICALSUPPORT@SURGITEL.COM.
To schedule a technical support appointment, click here.
Technical Support Hours:
Monday, Tuesday, and Thursday 8:30am – 4:00pm EST.
Wednesday 11:00am – 7:00pm EST.
Friday 7:00am – 3:00pm EST.
Saturday and Sunday have limited availability; please contact us to submit a request.
NOTE: The information below may not be applicable to customers outside of the United States and Canada.
If you need support with a recent purchase please contact your dedicated technical support expert. What we can help with:
- Visual Issues
- Product Operation
- Adjustments
REPAIRS
Before Sending Product to SurgiTel
- Call SurgiTel Customer Care (800-959-0153) to obtain an RMA Number before sending the product to SurgiTel.
- ANY PACKAGES SENT WITHOUT OBTAINING AN RMA NUMBER WILL RESULT IN SIGNIFICANT PROCESSING DELAYS (4-6 WEEKS IN SOME CASES).
- To better understand the customer’s needs and concerns, we encourage the customer to contact us personally.
- Sufficiently clean and disinfect the product.
- Customers sending products back to SurgiTel that require additional cleaning and disinfection will be charged an additional cost.
- SurgiTel also reserves the right, at its sole discretion, to refuse to repair or replace the product if the product is deemed to be unsanitary.
- Package your product in a cardboard box and use a shipping service that offers both insurance and tracking to ensure the safe delivery of your product.
- Package the product in appropriate packaging materials to prevent accidental breakage in transit.
- SurgiTel is not responsible for packages lost in transit.
- INSIDE THE PACKAGE please include:
- Your name, return address and telephone number
- A brief description of the problem or service you are requesting
- Additional information as requested by SurgiTel Customer Care (e.g. Through-the-Lens Telescopes Customer Care Forms)
- OUTSIDE THE PACKAGE the shipping label should read:
- SurgiTel/GSC Customer Care
RMA#:___________
77 Enterprise Drive
Ann Arbor, MI 48103 - Print your SurgiTel RMA# clearly on the shipping label.
- SurgiTel/GSC Customer Care
Please note for non-warranty issues there is a one-time evaluation fee*. If you choose to proceed with the repair this paid fee will be removed from your repair cost. If you choose not to proceed with the repair we may ship back to you “as-is” with an additional shipping and handling fee*. *Contact us for current costs.
We will call and email you with the repair quote with the contact information we have on file. If we do not have a response from you within four weeks of our last communication, we will ship back to you “as is,” without repair. We will charge the evaluation and shipping fee at that time.
If you have any questions, don’t hesitate to contact us at 1-800-959-0153 or support@surgitel.com !
Shipping Product to SurgiTel
The customer is responsible for shipping to SurgiTel. COD’s or “bill recipient” returns are not accepted. No product will be shipped without an accurate method of payment information.
ITEMS LOST OR DAMAGED IN TRANSIT ARE THE CUSTOMER’S RESPONSIBILITY; THEREFORE, SHIPPING INSURANCE IS STRONGLY RECOMMENDED.
- For returns, repairs, or exchanges made under warranty or the risk-free trial, the customer is responsible for the shipping costs associated with sending the product to SurgiTel.
- Returned items will be subject to a $25 restocking fee.
- Shipping & Handling charges are not refunded on returns.
NOTE: The information above may not be applicable to customers outside of the United States.
REPLACEMENT PARTS
How to Request Replacement Parts
Please email customer care at support@surgitel.com with your contact information along with the product name, the name of the part, and a photo of the part needed.
Return Materials Authorization
Return Process
We are sorry to hear you are having issues with your SurgiTel product. Please call or email us at 1-800-959-0153, (734) 996-9200, support@surgitel.com. In order to quickly process sending your product to SurgiTel, please provide the following critical information:
- Name
- Phone Number
- Address
- Product Description
- Reason for Returning
- Photos (if applicable)
The submission date of the email or phone call counts as the effective date for return.
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