1. What is the standard warranty policy for Tiffen? Standard warranty covers defects in material or workmanship only. Tiffen’s warranty policy can be found here: https://tiffen.com/pages/warranty.
2. Are equipment check-up’s/calibrations/cleanings covered under a standard warranty? No. A nominal fee will be charged for this service. Shipping will also not be covered for such services.
3. If equipment becomes damaged from use with cables, other non-originally supplied Steadicam® accessories, or from misuse or failed repair attempts, is it covered under a standard warranty? These types of issues are not covered under a standard warranty.
4. Is shipping covered to and from an applicable warranty repair service? Yes, all shipping to and from the customer is covered by Tiffen for approved warranty repairs via standard ground or air, at Tiffen’s discretion, back to its point of origin. Any shipping costs beyond standard ground or air back to destinations other than the point of origin, that would result in increased shipping costs, should have the additional shipping costs covered by the customer. For all repairs or service that is not an approved warranty repair, customers will bear the full burden of shipping costs to and from Tiffen. Customers must remit full payment for shipping before the equipment is returned, or are required to provide courier account information or other pre-paid means of having the equipment returned to them.
5. If a warranty repair is not satisfactorily resolved, and it requires equipment to be sent back in for additional repair for the same issue, is it covered under warranty? Yes, all standard warranty policies will still apply. If the equipment is now out of warranty, and the same repair issue is still occurring, the issue will be reviewed on a case by case basis.
6. If a non-warranty repair is not satisfactorily resolved, and it requires equipment to be sent back in for additional repair for the same issue, is it covered under warranty? For these types out-of-warranty repairs, a 30-day warranty will apply to the repair and all standard warranty policies will apply for that period.
7. When does the warranty period start? Date of sale to the FIRST end user if sold direct. Date of sale to FIRST end user thru a dealer with proof of sale or with registration of product with Tiffen.
8. What are valid proofs of purchase?
a. Invoice or sales receipt from Tiffen stating product serial numbers and date of purchase.
b. Invoice or sales receipt from authorized dealers stating product serial numbers and date of purchase.
c. Tiffen internal records of the sale.
d. Tiffen records of receipt of registration.
e. Product warranty must be registered within 90-days after receipt of product by end user.
f. No warranty repair will be covered unless proof of sale or related records are presented.
9. Are warranties transferrable? Yes. Product warranty will remain in tack for the remainder of warranty period from date of sale to the FIRST end user.
10. If a customer has their equipment replaced under warranty, how long is the warranty? The warranty period will be the same as if new. If a major serialized component has been replaced during a repair, the warranty for that component will be as if it were new. For all non-serialized components that have been replaced during a warranty repair, those components will have a warranty that is equivalent to remaining warranty of the parent product or 30-days whichever is greater.
11.Can refurbished parts be used for repairs?
a. Yes
12.Is normal wear and tear covered under warranty?
a. Normal wear and tear is not covered under warranty.
13. If customers do a Steadicam Volt install by themselves and damage the product or other Steadicam related equipment, or do not install the equipment properly such that it does function correctly, is this covered under warranty if they request Tiffen to correct the install. If a customer damages a Steadicam Volt or other Steadicam equipment during use or the installation process, this will not be covered under warranty. Only Steadicam Volt and Steadicam related equipment installed at Tiffen or by one of our authorized dealers will be covered in this case.
14. Are Steadicam Volts installed on non-factory authorized equipment (i.e. ARRI Artemis™ etc.) or by customers directly covered under warranty? No, only those Steadicam Volts that are installed on Tiffen brand products or those of authorized products are covered under warranty except where required by law. As of February 2023, the only authorized products for Steadicam Volt installation other than Steadicam brand are: Betz™, Pro™, XCS™, MK-V™ and Smart Systems™. Tiffen will cover freight for Tiffen related products only under warranty. If a non-Tiffen brand stabilizer needs to be sent back to Tiffen to help diagnose a Steadicam Volt related issue, the cost of this additional freight may not be covered under warranty, however this will be determined on a case by case basis.
15. Are software upgrades covered on a Steadicam Volt if not under warranty? Software upgrades will be done as a free service for Steadicam Volt owners. If any additional work is required, it should be billed accordingly. Shipping costs will not be covered for such services.