Frequently Asked Questions – Product Repairs and Material


1. How do I know if my part is under warranty?
Please refer to our warranty for ADB SAFEGATE standard product and advanced systems. Repairs, spare parts and upgrades have a 6 month warranty from date of shipment. Contact us if you are unsure of your warranty status.

2. Do I need a PO number when requesting an incident or RMA number for a non-warranty repair?
No, but it is recommended. If the purchase order number is not submitted, we will notify you that the information is needed and a replacement will not be sent nor will the repair process start until the number has been provided.

3. How long will it take for my item(s) to be repaired?
Our standard turnaround time for repair is two weeks in house. Contact your regional sales representative for turn times on any specific item or quantity.

4. Is there a fee if I get an advance replacement but return it because it was not the fault?
Yes. There is a $250 restocking fee if parts are used for troubleshooting.

5. How much time do I have to return the faulty parts?
You have 15 days from the Incident or RMA creation date to return the parts. If the parts have been replaced in advance and not returned within this time, you will be invoiced for the full price of the part. If the part has not been replaced, the RMA will be canceled.

6. Who pays for shipping?
The customer is responsible for shipping costs of any part returning to ADB SAFEGATE. Costs of parts returning to the customer are stated below.

  • Domestic Warranty - ADB SAFEGATE pays for the shipping costs of the parts to the customer 
  • Domestic Billable - ADB SAFEGATE will add shipping costs to the repair invoice. 
  • International Warranty - ADB SAFEGATE pays for shipping and responsible for duties and taxes. 
  • International Billable - Shipping costs will be on the customer's shipping account or added to the repair invoice, depending on the RMA request answers.

7. How do you recommend packing the faulty item?
Small parts should be sent in static protected bags. Plastic bags are recommended for items that cannot fit into a static protected bag. Paper is not recommended as a packing material. Expanding foam is needed when sending heavy or large items. Styrofoam peanuts are sufficient when returning smaller items.

8. Can I get a technician's repair report?
Technician's reports are available upon request for items that are repaired and returned to you.