FACTORY SERVICE
We strongly recommend that you follow these instructions to ensure prompt and efficient service for your MOON component in the event that it requires factory servicing.

  1. Contact your authorized dealer to troubleshoot the problem with them first. In the event that the unit is determined defective by the dealer, you or the dealer must then contact us.


  2. Contact the Simaudio factory in one of the following ways:


    Initially, we will attempt to troubleshoot the problem you're experiencing. It is in everyone's best interests to resolve the problem as quickly as possible and avoid, if at all possible, the need to ship the unit to our factory for an in-house repair.

    All inquiries regarding a specific unit must include the serial number before we answer you

    In the event that your unit has to be shipped back to the factory, we will need all of the following information from you:

    • Product model and serial number
    • Your name
    • Your telephone number
    • Your email address
    • Your shipping address

    You must write this information on a sheet of paper along with a brief description of the problem(s) and include it with your shipment.

    You will be issued a Return Authorization Number (RA#).

    This RA# must be clearly written on the outside of your shipping box.

    Any Simaudio product arriving at our warehouse without an RA# written on the box will be refused and promptly shipped back to you at your own expense.


  3. You will need to provide a clean photocopy of the retail "bill of sale".

    A warranty claim will not be honored without a clean photocopy of the original bill of sale.


  4. Once it's determined that your unit requires factory service, re-pack your unit in its original box and remember to include the aforementioned information sheet.

    If you do not have the original box and internal packaging, we strongly recommend that you contact us to purchase a box/packaging for your unit. Our custom designed packaging minimizes the chances of freight damage. Any unit that isn't properly packaged when arriving at our factory will, at our discretion, be repacked in new original packaging at your expense. This is for your benefit and strictly to avoid any potential damage during shipping.


  5. If you are located in the USA, your unit must be shipped to the following address:
    Simaudio Ltd.
    World Warehouse & Distribution
    2002 Ridge Road
    Champlain, NY
    12919   USA
    If you are located in Canada, your unit must be shipped to the following address:
    Simaudio Ltd.
    1345 Newton Road
    Boucherville, QC
    J4B 5H2   CANADA
    If you're not located in neither the USA nor Canada, please contact us for shipping instructions.


  6. Simaudio pays for the return shipping of warranty repairs (North America ONLY), however you are responsible for shipping the unit to us:

    Any unit that arrives freight collect, even with an RA# marked on the box, will be refused.

    For non-warranty repairs, you are responsible for all shipping charges, to and from our factory.

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