FAQ
You can find answers to commonly asked questions about our e-commerce store below. If you have additional questions, please contact us.
Who should I contact if I have more questions?
Please contact us directly if you have additional questions about our products or e-commerce store.
Do you ship outside the United States?
We currently do not ship outside the United States, including to Canada and Mexico. Contact us to inquire about international shipping.
How long will it take to receive my shipment?
We strive to ship all orders within a few business days of order approval, however some orders may take up to 1 weeks to ship.
Will I be charged for shipping?
All orders will be shipped via Federal Express and charges will be based on method (speed) along with product dimensions and weight.
How do I order if I’m tax exempt?
Please contact us to order directly if you have a tax exempt status. We cannot adjust tax on purchases via our e-commerce store.
What is your return policy?
Units that have been mounted or used cannot be returned. Units that have not been mounted or used can be returned but an RMA number is needed prior to returning, please contact Customer Service at arecommerce@heidenhain.com. Units requiring repair, whether under warranty or not, can be returned but an SRA number is needed prior to returning, please contact Technical Support at TechsupportHC@heidenhain.com.
How do I return an item?
Units that have not been used or mounted can be returned by contacting Customer Service at arecommerce@heidenhain.com, they will issue an RMA number and provide detailed return instructions. Restocking fee will apply. Units that have been mounted our used are non-returnable. Units that are warranty or repair returns, contact Technical Support at TechsupportHC@heidenhain.com, they will issue a SRA number and provide detailed return instructions along with service rates.
How long will a refund take?
Our Customer Service team can provide you with details on the timing of credits issued against RMA’s. Service does not provide credit, only repair or replace.
Can I return used or installed equipment?
Yes, to service for repair or replacement only.
What if my item arrives damaged?
Save all packaging, take pictures of the damaged packaging and damaged unit and contact Customer Service at arecommerce@heidenhain.com.