Customer Service from Assistive Technical Services to Repairs and Returns
Whether you are looking to engage with one of Canada’s most qualified Technical Application Groups, you’re looking to return a product, or you’re looking to get a product you own repaired, SFMs takes your success and satisfaction seriously.
We take great pride in the service we technical support and return services that we provide for customers of all types, at all stages of the journey.
Service & Repairs
We respect and understand that our products are often used in mission-critical applications, and for specific, time-sensitive events. Malfunctions aren’t an option. Downtime isn’t an option. Trust the best service and repair service in the business to give you unbeatable turnaround times for repairs even down to the component level.
fix.sfm comprises a dedicated in-house team of skilled, factory-trained bench technicians and customer service representatives–backed by an extensive spart parts inventory, diagnostic and repair equipment, and ongoing training.
If you have a product that needs service, please follow the instructions below.
If you simply want to return a fully-functioning product, please visit the returns section.
Where did you purchase your product?
Where did you purchase your product?
Directly From SFM
For products originally purchased from SFM:
For service and repairs of products purchased from SFM, you can either send them back to SFM, or to an Authorized Service Centre near you.
Choose one of the following.
I would like to send my products back to:
> SFM
> Authorized Service Centre
From an Authorized Reseller
For products originally purchased from an Authorized Reseller:
Please visit the Authorized Reseller to return your product for service and repairs.
If you prefer to return your product to SFM or to one of our Authorized Service Centres for service and repairs, please note that our supplier warranty only covers one-way shipping whereas your authorized retailer may be able to provide additional options.
Fill in the Return Authorization form to request service and repair at SFM
Visit the Authorized Service Centre locator
Read the SFM Service Policy
Product Returns
If you have a product to return within Canada, you’re in the right place.
Our promise to you is that your products are delivered in good condition and that they live up to their claims. And we understand that things don’t always go as planned.
Whether the products you received are defective, or there was an error on behalf of SFM, you can start the return process by following the steps below.
Click below to start your return process.
Where did you purchase your product?
Where did you purchase your product?
From SFM
For products originally purchased from SFM:
To return your products please contact your Inside Sales Representative or your Sales Representative.
By Phone
1-888-856-1919
Returns: Select Option 2
Please supply the information indicated below
By Email
RMA@sfm.ca
Please supply the information indicated below
Required information
You’ll be asked to provide specific information during the return process. To facilitate the transaction, please have the following information on hand:
- Account number
- Model number
- Serial number
- Date of purchase
- Reason for return
From an Authorized Reseller
For products originally purchased from an Authorized Reseller:
Please contact the authorized reseller you purchased the products from to begin the return process.
It you have already tried to return product to the authorized reseller, and it wasn’t accepted, please contact your Inside Sales Representative by phone at 1-800-363-8855.
Required information
You’ll be asked to provide specific information during the return process. To facilitate the transaction, please have the following information on hand:
- Account number
- Model number
- Serial number
- Date of purchase
- Reason for return
Warranty Information
In addition to our comprehensive, state-of-the art service facilities in Montreal, SFM maintains a number of regional authorized warranty depots. To ensure that we’re able to resolve your issue as quickly and painlessly as possible, we ask that you take a minute to read our Service and Repair Guidelines before returning any items to us or one of our service centers.
| Supplier | Basic warranty | Exceptions |
|---|---|---|
| Agora | – | 5 years parts & labour warranty on all products |
| ADJ | 1 year limited | Batteries: 180 days limited DMX controllers: 2 years Non-LED lighting products: 1 year limited Laser (excluding laser diodes): 1 year limited Laser diodes: 6 months limited LED products: 2 years limited (Canada only) StarTec Series: 1 year limited Limited warranty exceptions |
| Alvarez | Limited lifetime | EQ systems, pick ups, electronic tuners and other electronic components: 2 years Warranty registration |
| American Audio | 1 year limited | V-Plus Series amplifiers: 3 years limited Limited warranty exceptions |
| Antari | 1 year limited | – |
| Attero Tech | – | Units sold prior to March 3, 2020: QSC will honor pre-existing Attero Tech warranty terms stated in the applicable product user manual Units sold on or after March 3, 2020: 3-year limited warranty for non-accessory products; 90-day limited warranty for accessory products Warranty policy |
| Avante Audio | 3 years | – |
| AVID Live Sound | – | Hardware: Limited warranty covers the hardware for one (1) year after it has been acquired by the first user. Accessories: Limited warranty covers cables, terminators, batteries and all other accessories for ninety (90) days after acquired by the first user. Replacements: AVID warrants replacement parts will perform to the same material standards as the original parts for the longer of the remainder of the original warranty period or ninety (90) days from date of shipment from AVID. VENUE | S6L: All S6L systems now come with 3 years of AVID Advantage Elite Live support, giving you the highest priority care whenever you need help, 24/7. From ultra-fast response times, to same-day hardware exchange shipping, AVID has got you covered so your show always goes on. Support contracts can be renewed on yearly bases after the initial 3 years. |
| AVPro Edge | 10 years | Warranty policy |
| BirdDog | – | Converter products including but not limited to: BirdDog Studio, Mini, Flex family, and 4K Pro Family: 12 months from purchase P-Series PTZ Cameras purchased prior to March 1st, 2023 including, but not limited to: BirdDog P100, P110, P120, PF120, P200, P240, P400, and P4K: 24 months from purchase P and X-Series PTZ Cameras purchased after March 1st, 2023 including, but not limited to: BirdDog P100, P110, X120, P120, PF120, P200, P240, P400, and P4K: 60 months from purchase A-Series PTZ Cameras Including but not limited to: BirdDog Eyes A200, and A300: 12 months from purchase Keyboard controller: 24 months from purchase Mounting hardware: In line with intended mounted device Software: No implied warranty Limited warranty exceptions |
| Blackmagic Design | 12 months limited | – |
| Blustream | 3 years | – |
| Brahler | 2 years | Select accessories: 6 months |
| Bullet Train | 10 years | – |
| Canare | 1 year limited | – |
| Casio | – | Keyboards (CDP, CDP-S, CTS, CTX, LK, SA, WK Series): 1 year Pianos (AP, CGP, PX, PX-S Series): – Purchased in Canada: 3 years – Purchased outside Canada: 1 year Pianos (Grand Hybrid Series): – Purchased in Canada: 5 years – Purchased outside Canada: 1 year Warranty registration |
| Christie Digital | – | 3-chip DLP® projectors (including Christie RGB pure laser projectors): 3 years 1-chip DLP® projectors (laser phosphor): 3 years or 20,000 hours of operation, whichever occurs first LCD panels: 3 years Accessories: 1 year |
| ConferX | 10 years | – |
| Digiflex | – | Custom products: 5 years limited Dataflex: Lifetime limited Fiber optics: 1 year limited Performance: Lifetime limited Premium: Lifetime limited Professional Touring: Lifetime limited Snakes: 5 years limited Video: Lifetime limited Warranty policy |
| Duesenberg | Limited lifetime | – |
| EAW | 6 years | Processors: 2 years Electronics: 2 years Weather-protected (WP) loudspeakers: 5 years Accessories: 2 years Warranty policy |
| Eliminator Lighting | 1 year limited | All Eliminator Lighting products (except laser diodes): 1 year limited (products include: special effect lighting, intelligent lighting, UV lighting, strobes, fog machines, bubble machines, mirror balls, PAR cans, trussing, lighting stands, etc., excludes lamps) Laser products: 1 year limited (exclude laser diodes which have a 6-month limited warranty) Batteries: 180 days limited Warranty policy |
| Fujinon | – | Lens and accessories (parts and labour): 2 years LA16x8, MK18-55, MK50-135 (parts and labour): 1 year |
| Fulcrum Acoustic | 5 years limited | Accessories: 2 years Electronics: 2 years Loudspeakers: 5 years Processors: 2 years |
| Furman | 1-5 years (product specific) | BAT1500-EXT battery: 2 years limited Elite Series: 3 years limited F1000/F1500 UPS Series: 3 years limited, 2 years on the batteries In-wall & inline AC conditioners: 3 years limited Power Station Series PST-2+6 and PST-6: 1 year limited PST-8 and PST-8D: 3 years limited Reference Series i: 5 years limited Warranty policy |
| Genelec | 2 years | For an additional 3 years of warranty on parts, register on the Genelec website |
| Global Truss | – | Truss & clamps (on material & welding): 1 year Manual chain hoist (on chain & mechanics): 1 year Truss covers/stretch shapes: 90 days Crank stands: 90 days |
| Harmony | – | Warranty policy |
| Heritage Guitars | 1 year | – |
| ICE Cables | 1 year limited | For an additional 24 years of warranty, register on the ICE Cables website. Warranty policy |
| INOVATIV | 5 years limited | Exceptions: Tires and tubes: 30 days limited* Hydraulic brake systems: 1 year limited* *On manufacturing defects only. Wear and tear of grips, tires, travel cases etc are not covered. |
| Jackson Audio | Lifetime warranty | – |
| Just Add Power | 1 year | 2G/2G+ HD over IP products: 3 years limited Limited warranty exceptions |
| Keeley | 2 years | Warranty policy |
| Konig & Meyer | 5 years limited | Spare parts: 10 years Warranty policy |
| Leprecon | 2 years | |
| Littlite | Lifetime | Solid state electronic components, including LED elements, solid state dimming circuitry and voltage conversion: 5 years |
| Luxul | 3 years | Limited warranty exceptions |
| Marinco | 5 years limited | – |
| MONO | Limited lifetime | Does not cover wear and tear such as rips, tears, peels, and fading. It does not cover zippers beyond two years, nor issues arising from abuse/misuse of the product or damages by rough handling during transport e.g. airlines. Limited warranty exceptions |
| MusicNomad | n/a | – |
| MWM | 1-2 years (product specific) | Phase Essential, Phase Ultimate, Phase Case: 2 years limited ProLink : 1 year limited |
| NETGEAR | 1 year | – |
| Neutrik | 1 year limited | – |
| Odyssey Cases | n/a | Warranty policy |
| Outlaw Effects | 1 year | – |
| Panamax | – | Smart plugs (BlueBolt): 1 year Rackmount power management: 3 years Battery backup: 3 years Compact or floor models: Lifetime Direct plug-in models: Lifetime Add-on modules: Lifetime Additional information |
| Pioneer Audio | – | XPRS Series: 3 years + additional 2 years of warranty (for amplifier parts) OR additional 4 years of warranty (for other parts such as speaker drivers) upon registration on the Pioneer website** **Registration on Pioneer website must be completed within 90 days of purchase** |
| Pioneer DJ | 1 year | Applicable on Pioneer DJ products purchased through an authorized Canadian Pioneer DJ dealer. HDJ-X10, HDJ-X7, HDJ-X5, HDJ-S7: 2 years CM: 5 years VM: 1 year |
| Pro Control | 3 years | Batteries: 1 year Limited warranty exceptions |
| QSC | – | Amplifiers, processors, speakers and touchscreens: 3 years limited Mixers and CP Series speakers: 1 year limited RMXa, CMXa, PLX2, GX, GXD, K, KW, K.2 and KS: 3 years limited + additional 3 years of warranty upon registration on the QSC website for a total of 6 years limited warranty** TouchMix-8, TouchMix-16, TouchMix-30 Pro: 1 year limited + additional 2 years of warranty upon registration on the QSC website for a total of 3 years limited warranty** CP8 and CP12: 1 year limited + additional 5 years of warranty upon registration on the QSC website for a total of 6 years limited warranty** Accessories: 90 days limited **Registration on QSC website must be completed within 30 days of purchase** |
| Q-SYS | – | Core, 1/O, NC, NL, NM, NS, NV, PL, PS, QIO, TSC, CX-Q, SPA-Q, SPA, MP-A, MP-M, AcousticCoverage, AcousticDesign, AcousticPerformance, ILA, ISA, WideLine, DCA, DCM, DCP, DPM, RSC / RSB, SB, SC, SR, LSS, Axiom, Axon, Synapse, unD, Zip, and SV: 3 years Power Supplies, Rack and Speaker Mounting Hardware, Service Parts, and Board Assemblies: 90 days |
| REAN | n/a | – |
| RTI | 3 years | Batteries: 1 year Limited warranty exceptions |
| RTS | 1 year limited | AudioCom: 1 year limited Headsets & earsets: 1 year limited RadioCom: 3 years limited |
| Serato | – | If the Serato product you have purchased from SFM is faulty, please contact RMA@sfm.ca and we will provide a replacement. We will only accept goods returned with prior notification through correspondence with our RMA department. |
| Shure | 2 years limited | Rechargeable batteries: 1-year limited Q5X: 1-year limited Unless the warranty document accompanying any Shure product otherwise expressly indicates, all Shure products carry a 2-year limited warranty. SFM handles all repairs and/or replacement (at its own discretion) on all defective Shure products except for products manufactured by: Professional Wireless Systems Distributed Products Warranty: Please note that Professional Wireless Systems (PWS) products are manufactured, warranted, and serviced exclusively by Professional Wireless Systems. PWS products come with a 1-year limited warranty. All service related returns should be sent to the address below: Professional Wireless Systems 9401 American Eagle Way, Suite 100, Orlando, FL 32837-8380 Phone: 407-240-2880 | Fax: 407-888-0689 sales@professionalwireless.com | www.professionalwireless.com Please contact Professional Wireless Systems before sending in product for service. Please do not send product directly to SFM as this will cause a delay in the service return. |
| SKB | Limited lifetime | SKB soft products (cases and interiors): 1 year Pedal boards and carrying bag (cases and interiors): 5 years Limited warranty exceptions |
| Sony | – | Most products including televisions: 1 year ES receivers: 5 years Projectors: 3 years Projector lamps: 90 days Warranty policy |
| Technics | 2 years | – |
| Teisco | 1 year | Warranty policy |
| Two Notes | – | Parts & labour:2 years |
| Visionary | 2 year limited | – |
| Voodoo Lab | 5 years | – |
| Wireless Solution | 1 year limited | – |
