Support
Support Contact Information
The S&G Customer Service team can be reached Monday — Friday at 1-888-529-1992 from 8:00am til 5:00pm EST.
Return Material Authorization
All returns require a Return Material Authorization (RMA) number. ALL requests for an RMA must be made within fifteen (15) days from the delivery date. Contact Customer Service if you need to obtain an RMA. S&G issues RMA numbers following a review of each RMA request as they are submitted. Each request will be approved or denied based on the manufacturer's guidelines and the status of your account. Your account must be current for an RMA to be issued. RMA numbers issued by S&G are valid for a specific number of days depending on the manufacturer and the product must be returned within this timeframe. RMA numbers will not be extended or reissued.
Defective or DOA Product
Product that is defective or Dead On Arrival (DOA) will be repaired, replaced, or credited according to the manufacturer's and/or distributor's warranty.
Non-Defective Returns of Stock Items
Non-defective returns of stock items are accepted for credit or exchange at S&Gs' discretion. Non-defective returns will be subject to a restocking fee. Customer is responsible for all return shipping charges.
Non-Defective Returns of Custom Items
Non-defective custom build items can only be returned if not manufactured to specifications. In some cases it is possible to modify an item to fit different, new or additional needs. Please contact our Customer Service team for more information regarding modification of custom items.
Restrictions on Returns
All products returned must be complete. This includes all original manufacturer's protective packaging (including electrostatic protection), manuals, software, documentation, cables, or other accessories originally shipped with the product, blank warranty cards, and original UPC codes on the box. Returns received with the original manufacturer's box written upon may be assessed a defaced carton fee in addition to any other fee(s).
Shipping Damage
If product arrives with damage that is visible or likely to have affected the contents of the boxes, the preferred method of handling it is to refuse delivery of the shipment due to damage by the carrier. The carrier will be responsible for returning it to the shipper. The Customer must note the reason for refusal on the carrier's 'attempted delivery' record.
If the damaged shipment is accepted, the recipient must note all known and visible damage on the carrier's 'delivery record' in order for S&G to file a damage claim. The recipient must save the product and all packing it arrived in and notify their S&G Sales representative immediately so a carrier inspection and pickup can be arranged. Failure to follow these instructions or to report damage within fifteen (15) days from the invoice date will result in the request being denied as out of return eligibility.
Unauthorized Returns
Any products returned without a valid RMA number are considered unauthorized returns. Additionally, any returned products that do not meet the original requirements for that return will be classified as unauthorized returns. Unauthorized returns may be returned to the Customer and the Customer may be charged a $50 processing fee per shipment returned, plus related freight charges. If the Customer refuses the returned shipment of unauthorized returns from S&G or returns the unauthorized returns to S&G a second time without S&Gs’ prior authorization, the Customer agrees to relinquish all right and title to and waives all claims against S&G for credit related to such products.
Customer Responsibilities
The S&G Customer Service team can be reached at 1-888-529-1992 and they will process your RMA request. Based on the information you provide, S&G will determine if the product is eligible for an RMA. No returns of any type will be accepted without an RMA number. For prompt service, please have as much of the following information available as possible: Customer name, phone number and extension, Customer purchase order number(s), part number(s), serial number(s), and quantity, product condition, and reason for the return request. S&G will arrange pickup for all authorized RMAs. The Customer is responsible for shipping charges on returned items that are caused by customer mistake or change of needs. S&G will credit Customers’ shipping charges for returns that are caused by S&G error. If the original box is not suitable or available for shipping, the Customer is responsible for repacking the product to avoid damage to the original packaging and the product itself. If approved, the S&G Customer Service team will provide the RMA number and other pertinent information.