How long is your warranty?
The warranty period will vary by specific product, for more detail please visit our warranty page. *Certified Refurbished/Open Box items are covered by 90-days warranty.
How to make a warranty claim?
Please submit a support ticket, https://support.enermaxusa.com/ and fill in as many details as possible. To be eligible for warranty coverage, purchase receipt and product serial number is required.
How to check our warranty claim status?
You can check the claim status by logging into your Enermax support account, https://support.enermaxusa.com/
How long will the warranty process take?
We will respond to your ticket request within 48 hrs. Typical processing time for warranty claims is 1 to 3 business days provided that all the required fields and documents were submitted. And another 3 to 5 business days for your replacement to be shipped and delivered.
How do I request missing parts?
To request missing parts, please identify the parts needed in the user manual parts diagram and send us an email of the part# and quantity needed. Email: support@enermaxusa.com
What payment methods do you accept?
We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.
Where is my refund?
We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch with us by email just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
Why has my order been cancelled?
We typically only cancel orders if there’s a problem with inventory, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.
How do I cancel my order?
There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via email or call us at (626)913-8899, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.
Can I make changes to my order?
Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.
When will my order arrive?
Orders that require shipping within the U.S. will be delivered within three to ten days, depending on your location. Shipping to countries outside of the U.S. may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.
Can I track my order?
Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference number which you can use to check the progress of your order online.
What is your return policy?
We offer a 30-day return policy, from the date of purchase, if for any reason you are not satisfied with the product. Please note that all returns must have a return request approved. Based on the situation, a return label may be provided by us.
Can I return or exchange an item?
You can absolutely return your item to us, within 30 days after receiving it. Only items purchased directly from the Webstore can be returned to Enermax USA . Products purchased from other retailers must be returned in accordance with the returns and refunds policy of the retailer.
How do I return an item?
Please contact our customer service team via email.
Provided the return is within the 30-day return period and meets our
return criteria, we will issue you with a return authorization by email.
You need to follow the instruction provided and include an order
receipt/invoice in the box.
My order has arrived but it's not as I expected. What can I do?
In the rare event that your order arrives damaged or faulty, please take photos of the product in question and contact our customer service team via email with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging.
How long does it take to return an item?
This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.
