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?

Directly From SFM

From an Authorized Reseller

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?

Directly From SFM

From an Authorized Reseller

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.

SupplierBasic warrantyExceptions
Agora5 years parts & labour warranty on all products

ADJ1 year limitedBatteries: 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
AlvarezLimited lifetimeEQ systems, pick ups, electronic tuners and other electronic components: 2 years
Warranty registration
American Audio1 year limitedV-Plus Series amplifiers: 3 years limited
Limited warranty exceptions
Antari1 year limited
Attero TechUnits 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 Audio3 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 yearsWarranty policy
BirdDogConverter 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 Design12 months limited
Blustream3 years
Brahler2 yearsSelect accessories: 6 months
Bullet Train 10 years
Canare1 year limited
CasioKeyboards (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 Digital3-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
ConferX10 years
DigiflexCustom 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
DuesenbergLimited lifetime
EAW6 yearsProcessors: 2 years
Electronics: 2 years
Weather-protected (WP) loudspeakers: 5 years
Accessories: 2 years
Warranty policy
Eliminator Lighting1 year limitedAll 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 Acoustic5 years limitedAccessories: 2 years
Electronics: 2 years
Loudspeakers: 5 years
Processors: 2 years
Furman1-5 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
Genelec2 yearsFor an additional 3 years of warranty on parts, register on the Genelec website
Global TrussTruss & clamps (on material & welding): 1 year
Manual chain hoist (on chain & mechanics): 1 year
Truss covers/stretch shapes: 90 days
Crank stands: 90 days
Harmony2 yearsWarranty policy
Heritage Guitars2 yearsWarranty policy
ICE Cables1 year limitedFor an additional 24 years of warranty, register on the ICE Cables website.

Warranty policy
INOVATIV5 years limitedExceptions:
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 AudioLifetime warranty
Just Add Power1 year2G/2G+ HD over IP products: 3 years limited
Limited warranty exceptions
Keeley2 yearsWarranty policy
Konig & Meyer5 years limitedSpare parts: 10 years
Warranty policy
Leprecon 2 years
LittliteLifetimeSolid state electronic components, including LED elements, solid state dimming circuitry
and voltage conversion:
5 years
Luxul3 yearsLimited warranty exceptions
Marinco5 years limited
MONOLimited lifetimeDoes 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
MusicNomadn/a
MWM1-2 years (product specific)Phase Essential, Phase Ultimate, Phase Case: 2 years limited
ProLink : 1 year limited
NETGEAR1 year
Neutrik1 year limited
Odyssey Casesn/aWarranty policy
Outlaw Effects1 year
PanamaxSmart 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 AudioXPRS 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 DJ1 yearApplicable 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 Control3 yearsBatteries: 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-SYSCore, 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
REANn/a
RTI3 yearsBatteries: 1 year
Limited warranty exceptions
RTS1 year limitedAudioCom: 1 year limited
Headsets & earsets: 1 year limited
RadioCom: 3 years limited
SeratoIf 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.
Shure2 years limitedRechargeable 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.
SKBLimited lifetimeSKB soft products (cases and interiors): 1 year
Pedal boards and carrying bag (cases and interiors): 5 years
Limited warranty exceptions
SonyMost products including televisions: 1 year
ES receivers: 5 years
Projectors: 3 years
Projector lamps: 90 days
Warranty policy
Technics2 years
Teisco1 yearWarranty policy
Two NotesParts & labour:2 years
Visionary2 year limited
Voodoo Lab5 years
Wireless Solution1 year limited