Sometimes products need to be returned.
At VoIP Supply we know and understand that most of the time returning products is a big hassle. In an effort to, "not be like the other guys" we have created a very straightforward and transparent returns policy so that returning a product to VoIP Supply is simple and easy.
If you have purchased the go3 or Plus 6 warranty:
Please call 866-583-0790 or go to our RMA form to receive your return instructions.(Note: The go3 warranty is a single use warranty and only covers the replacement or a defective product once.) If the product is DOA or stops working within 30 days of purchase date, the go3 warranty will not be used and moved to the replacement product. After 30 days and within manufacturer warranty period, the customer may choose to use the go3 warranty to get a new product or may choose to not use the go3 and wait for the product to be returned to manufacturer and manufacturer will send replacement product per their policy.
If your product does not work:
Ouch! We're sorry to hear that your product is Dead on Arrival. This doesn't happen often, but if it has, you are eligible for an automatic return. Please call 866-583-0790 or go to our RMA form to receive your return instructions (Based on manufacturer warranties.). We will cover the cost of shipping out the replacement product. (Note: If the product you return is deemed to be working, you will be charged a $20 USD testing fee and product will be returned at customer's expense.)
VoIP Supply will issue a FedEx ground return label for the defective unit.
We will cover the cost of shipping out the replacement product using the same method as the original shipping of the product. (Note: If the product you return is deemed to be working, you will be charged a $20 USD testing fee and product will be returned at customer's expense.)
If your product stops working:
It's unfortunate to hear that your product has stopped working. We know what a pain this is and will move as quickly as possible to process your return based on manufacturer warranty.
- If your product has stopped working and it is within a year of the date of purchase, you are eligible for a return based on the manufacturer return warranty. You can find more on manufacturer policies here. (Note: Please understand that this step is mandated by the manufacturers VoIP Supply represents. If we could accept returns on behalf of the manufacturer after 30 days we would.)
- Any defective units over $200.00 need to be troubleshot and deemed defective before a return authorization can be issued. Please email firstname.lastname@example.org.
If you purchased the wrong product:
While we understand that mistakes happen when purchasing a product, if you have purchased the wrong product and wish to return it, you must do it within 30 days. It must be Un-Opened, Un-used, No Broken Seals, Un-Damaged and New in Box. (Any units that show signs of use will be returned at customer's expense)
You will be responsible for the cost of return shipping and will be subject to a 10% - 20% re-stocking fee to cover the cost of processing based on the nature of the return.
Note: If we were responsible for recommending the wrong product, you will be eligible for a return and full refund with no restocking fee. Wrong recommendations made by our sales team need to be reported within 10 days of product receipt.
To get started, please go to our RMA form to receive your return instructions.
If you have purchased a VoIP Supply Refreshed product:
All VoIP Supply Refresh products come with a six-month standard warranty. If you have purchased a VoIP Supply Refresh product and it has stopped working due to a manufacturer's defect, please call 866-583-0790 or go to our RMA form to receive your return instructions.
VoIP Supply will issue a FedEx ground label for the defective unit.
We will cover the cost of shipping out the replacement product using the same method as the original shipping of the product.
(Note: If the product you return is deemed to be working, you will be charged a $20 USD testing fee.)
Final Sale Products:
All servers, PBXs, channel banks, gateways (analog or digital), software, service contracts and batteries are not eligible for return or refund. Defective products within these categories must be returned directly to the manufacturer.
Returns Program Reminders
Returns Department Contact Information:
You can reach the returns department at VoIP Supply via phone at 866-583-0790 or create a ticket to contact Customer Service
All returns should be sent to:
Attn: Returns Department
80 Pineview Drive
Amherst, NY 14228
In order to ensure that your return arrives in the best possible condition so that you are not subjected to additional charges, please remember the following:
Products must be returned double boxed with the assigned RMA number clearly visible on the outside of the package. DO NOT write on or apply shipping stickers to the original manufacturer's box. DO NOT use the original manufacturer's box as the shipping box.
Products not double boxed, without RMA numbers on them or those with writing on the original box will be refused or returned at the customer's expense.
Once an RMA is approved, the product must be received within 10 days. Returns received after 10 business days will be refused and returned to the customer at their expense.
A lost shipment must be reported within 10 business days of delivery in order for a claim to be filed, otherwise, your request will be denied.