Repairs & Warranty

All Terrapin brand products purchased from this website or authorized reseller as new include a standard limited warranty to the direct end-user that ranges from 3 to 12 Months depending on the product. We also offer non-warranty parts & repair of our products.

For parts, repair, or other coverage of non Terrapin brand products (3rd Party products) sold by Terrapin you must refer to that manufacturer for assistance.

See our Warranty & Repair Statement for complete terms & details about your Terrapin products warranty coverage.

 

Parts & Repair Request Form

Please fully fill out the form below to request either warranty or non-warranty product parts & repair

Thank you for submitting your request!

Our team is dedicated to providing excellent customer service, and we will do our best to respond promptly.

Your Contact Information

Please provide the contact information of the person who we can contact about this request

PRODUCT DETAILS

Please provide complete and accurate information to avoid delays in processing your request.

SHIPPING DETAILS

Provide the address to where items should be returned to

Ghana

Acknowledgment

Review important information below before submittting your request

What to expect:

A) If we deem the product needs to be returned to us for repair you will receive a Return Authorization from us and be given a return shipping address to send the product to. 

You will then be responsible for packaging and shipping of the item to our facility, and any associated costs. If this is a covered repair under valid warranty, we will cover the repair and the shipping costs to return the item back to you. If this is an out-of-warranty repair, you will be responsible for any incurred repair fees, plus the cost of return shipping, a quote will be provided for approval.

B) In the event we determine the issue can be resolved with a part or component replacement in the field, we may offer a replacement part instead of repair at our facility. In this case we will ship the replacement to you upon approval of the request. If this is for a product covered by a valid warranty we will incur the costs of the part and shipping. If this is an out-of-warranty repair, you will be responsible for any incurred parts fees, plus the cost of shipping and a quote will be provided for approval.

Turn-Around Time Notice

Initial request will be reviewed and responded to typcially within a few business days. All requests are handled on a first-come, first-serve basis and actual times may vary depending on the number of requests we are working on.

Parts - For requests where we only need to supply a replacement part, this will vary by current part availability - Expect 1-2 weeks typically.

Repairs - Once we have received the item to be repaired, you will then be added to the que. We will typically reply with a quote for non-warranty repair in about 1 week. For in-warranty repairs and other approved repairs they are typically completed in 1-3 weeks.

*We can not expedite services.  

Payments Notice

For any incurred fees for parts, repair, or shipping are due immediately upon request. We will not release products or parts without payment in full.

Return Authroization Notice

Return Authorizations are valid for only 14-Days once issued - We will only expect to recieve your product within that time frame. Any products sent to our facility without proper authorization maybe refused or could be lost. We are not responsible for any items returned without valid approval.

Terms & Conditions

Refer to our Warranty & Repair Statement for complete terms and conditions that may apply to your request.