Printomize America warrants factory-original parts against defects in materials and workmanship from the date of purchase. This warranty applies only to products purchased directly from Printomize America and is subject to the terms below.
Coverage periods
| Component | Coverage |
|---|---|
| Heat platen | 2 years |
| Frame, controller, sensors, switches, piston, air system (where fitted) | 1 year |
Who is covered
The original purchaser only. This warranty is not transferable and does not carry over if the equipment is sold or transferred. Proof of purchase — your invoice or order number — is required for any claim.
What is not covered
- Fabric platen covers and Teflon sheets (consumable items)
- Cosmetic or shipping damage caused by carriers
- Damage from fire, flood, lightning, or improper electrical current
- Misuse, neglect, improper installation, or unauthorised modification
- Normal wear and tear
How to make a claim
Remote diagnosis is a required first step. Warranty claims must begin with a video call with our technical team. Parts ordered or repairs carried out without completing this step are not covered.
- Contact us with your order number and a description of the fault
- Complete a video diagnosis call with our technical team — included at no charge
- Receive authorisation for the replacement part or return
Email: info@printomizeamerica.com
Phone: +1 323-761-9198
Hours: Monday to Friday, 9:00 AM – 5:00 PM PST
Technical support
Remote support by video call — included at no charge, and required before a claim. Our technical team identifies the fault, confirms which part is needed, and walks you through fitting it. In most cases this resolves the issue without shipping the machine anywhere.
On-site service visits — available nationwide. If you would prefer a technician to attend in person, we can arrange a visit anywhere in the United States. Service call charges are quoted on request, as they depend on your location and travel involved. Our published in-person service rate is $150 per hour.
Service call charges apply whether or not the equipment is under warranty. This warranty covers parts — it does not cover on-site labour or travel.
Self-installation
You are welcome to fit replacement parts yourself, and our video support is there to guide you through it. Printomize America is not responsible for damage arising from self-repair.
Shipping and packaging
Warranty parts ship free by UPS Ground. If you need a part urgently, express shipping is available — you pay the difference between the express service and the standard UPS Ground cost.
Customers are responsible for shipping equipment to and from Printomize America in Torrance, CA when a machine must be returned for repair.
Equipment must be properly packaged for transit. Printomize America is not responsible for damage caused by inadequate packaging — in either direction.
Equipment must be returned in its original Printomize America crate. If the original crate is no longer available, a replacement can be purchased for $500 plus shipping, or you will be billed for a new crate to return the equipment.
Replacement parts
Each defective part may be replaced once during the warranty period.
The part being replaced must be returned to us within 15 business days, at the customer's expense. If it is not received within that window, the replacement part will be invoiced.
Defective on arrival
Report any missing or non-working parts within 10 days of delivery. Within that window, Printomize America covers both the parts and the shipping. After 10 days, the standard warranty terms above apply.
Replacement equipment
Equipment must be returned for repair. We provide replacement equipment only where we determine a unit cannot be repaired. Replacement equipment will be new, or refurbished to like-new condition.
Downtime
Printomize America does not provide loaner equipment during repair or shipping, and is not responsible for losses arising from downtime.
What voids this warranty
Altering, modifying, or having the product repaired without prior authorisation from Printomize America.
Applies only to products purchased from Printomize America and subject to all terms above.