To return a product for repair or replacement, you must first obtain a Return Merchandise Authorization Number (RMA#). Items sent to our Repair facility without an RMA# will be refused at the sender’s expense. To obtain an RMA#, you must contact our Customer Service offices at (617) 753-0023 (8:30 a.m. to 5:00 p.m. ET Monday through Friday), or send an e-mail to RMArequest@zoomtel.com along with the following information:
1. First and Last Name
2. Serial Number
3. Complete Shipping address
4. Telephone Number
5. Problem Description
We do recommend that you speak with one of our Technical Support representatives before you make a request to return your product. Technical Support can be reached by any of the following means:
Telephone Support: Click here for Zoom's Support Center telephone numbers.
Chat: Click here for Live Online Assistance, available for our ADSL, DSL and, VoIP products (9:00 a.m. and 5:00 p.m ET Monday through Friday).
There will be a $15.00 USD shipping and handling fee applied for items returned for repair after one year of ownership. To avoid this fee, please have your sales receipt available as proof of the date you purchased your unit.
What to Send In
Unless otherwise instructed, send in your unit only. If you are returning an external unit, please be sure to include the power supply. Do not send cables, software, or manuals. A Customer Service representative will provide you with the necessary instructions for packaging your return. Please be sure to note your RMA# on all correspondence.
We recommend that you use a signature certified service when shipping your unit(s) to us for repair. This will insure delivery and enable you to track your product if there are complications during transit to our Repair Offices. Such as: US Mail Priority/Certified, UPS, Fed-Express, etc.
Shipping and Handling Fees
As specified in your Warranty statement, units sent in for repair after one year of ownership are subject to a shipping and handling fee. Multiple units on the same RMA # will require an additional $5.00 USD per unit. Please have your sales receipt available, as proof of the date you purchased your unit, when contacting our Customer Service offices.
Some products may have shipping and handling fees already included in the repair service pricing. A Customer Service representative will detail all fees when issuing you an RMA#.
Payments may be made by MasterCard, Visa, and American Express or by a check made payable to ZOOM Telephonics. Payments must be received before return shipments can be made.
The Limited Warranty Period for your product is illustrated in the included documentation. As noted in that documentation, circumstances such as lightning damage, unauthorized modification, misapplication, abuse, acts of nature, etc. are not covered under your product warranty. Refer to your Product's literature for specific details.
Items requested for repair that are out of Warranty, or in cases where that Warranty has been void, will incur a service fee.
Repairs generally take 7 to 10 business days from the point of arrival to the point of return shipment. To obtain a status of your repair, feel free to contact a Repair Service representative. You may do so by calling (617) 753-0023or by sending an e-mail to RMArequest@zoomtel.com. Please include details such as your name and RMA# in your request.