Obtaining Warranty Service
Prior to calling or emailing Axsys Technologies Service and Support, the customer must have product name/model, serial number, and details of the problem encountered. Once the product is verified to be defective, Axsys Technologies Service and Support will provide details of how and where to ship the product for warranty service. For further details, refer to the Return Material Authorization Procedures below.

Customer Service/Technical Support: (530) 271-2536
Fax:  (530) 271-2555
E-mail: support_SCS@axsys.com
 
Out of Warranty
Axsys Technologies provides service for "out-of-warranty" units. Customers are liable for all parts and labor, including all shipping costs to and from the Axsys Technologies Grass Valley, California facility.
 
Return Material Authorization Procedures
Request an RMA (Return Material Authorization) number by either emailing or calling our Service and Support Department to obtain warranty/non-warranty service, and be prepared to provide:
 
1. Name, address, and contact numbers/email addresses.
2. Model name and serial number of product.
3. Precise and complete description of failure/defect.
4. Ship-to address
5. Shipping account provider and account number (we recommend Fedex)
6. Billing information if no repair contract exists with Axsys Technologies.
 
Axsys Technologies Service and Support will provide the RMA number, Form 3311(for International returns) and a RMA Authorization Form.
 
International Repairs Only
Gyro-Stabilization is a technology controlled by the U.S. Department of State and regulated by the International Traffic in Arms (ITAR). To ensure proper shipment include a completed Customs Form 3311. The customer must include the following statement on their return documents: "This shipment is being imported in accordance with and under the authority of 22 CFR 123.4 (a) (1)".
 
The following information must also be included on the commercial invoice:

  1. A complete list and description of the defense article(s) being imported
  2. Quantity(s) of each defense article
  3. U.S. dollar value of each defense article

This process will ensure that your gimbal enters into the U.S.A. properly and that no problems will be encountered returning your gimbal back to you.
 
The customer is responsible for shipping costs to our facility for warranty repairs, ensuring that the product is insured during shipping. Original packaging with either gimbal locking bolt or locking brackets must be used for shipping. Axsys Technologies is not responsible for further damage made to the unit due to inadequate packaging or shipping. The RMA number must be displayed on all boxes and all of the above necessary information must be enclosed with the product prior to shipment.

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