The following applies to a product purchased retail that is under warranty. The manufacturer's warranty is non-transferable. Products purchased used or second-hand are not supported by the manufacturer's warranty. They will need to be supported by the "refurbisher" or vendor.
USA, CANADA, UNITED KINGDOM & IRELAND is provided by Turtle Beach.
AUSTRIA, FRANCE, GERMANY, BELGIUM, ITALY, LUXEMBOURG, SWITZERLAND, The NETHERLANDS, SPAIN, PORTUGAL is provided by Turtle Beach.
NEW ZEALAND is provided by Fiveight:
MEXICO, CHILE is provided by Juegos de Video Latinoamérica (JVLat)
If your product fails please contact Turtle Beach's technical support team:
Support Form (fastest turnaround time): Contact Support
Fax: 914-345-2266 (please use Fax only if you do not have email)
NOTE: Our Distributors will service only purchases from the countries they are authorized for and officially service.
Our technical support team must troubleshoot a product to verify the defect; only then will they issue a Return Merchandise Authorization (RMA) allowing you to send in the unit.
Packages sent with no RMA number are UNAUTHORIZED and will be refused by our receiving department and returned to sender at the sender's expense.
All Turtle Beach products are protected by the manufacturer's warranty for one year from the date of purchase by the original purchaser (the "warranty period"). Refurbished/recertified products are sold at a reduced price with a 90-day Warranty period.
The warranty covers components that have failed because of manufacturing defects. The warranty offers repair/replacement of any defective components of the product during the warranty period and not a refund, exchange, or upgrade. User errors, accidents, or acts of God are not covered by the warranty. If the item was abused, handled improperly, dropped, stepped on, chewed on by a dog, etc., the damage is NOT covered by the manufacturer's warranty.
Any extended warranty or service plans purchased through a Retail store are not honored by Turtle Beach. After the manufacturer's warranty expires, please address any issues to the retail store that provided you with the extended warranty.
If the product was purchased directly from Turtle Beach, please provide the Turtle Beach order number. Depending on inventory availability, replacement items may be "refurbished" or "recertified".
Shipping charges are not refundable. Customers pay for shipping to our service location and we pay for the return shipment. We ship using "FedEx Home Delivery Signature Required", and can accept packages sent through any shipping method, but anything shipped to us should include delivery confirmation as we cannot be held responsible for a package lost in delivery. Replacement Parts are shipped US Postal Service and no Tracking is available.
We do not offer any 'Cross Ship' service. Before any replacement is sent out, we must first receive the defective item and test it to verify the issue. Products received with no reproducible problem may be returned AS IS.
We will issue RMAs for warranty service to customers within the USA, UK and Canada only. Products purchased in different countries are serviced by a local international distributor of Turtle Beach products. If a product was purchased and shipped in the USA but afterward was taken to another country, our responsibility is to ship only to the original USA address.
The replaced item will remain protected by the warranty for the original warranty period. Receiving a repaired or replaced item through this service does not extend or refresh the warranty period. The same applies if you purchase replacement components for the same product.
Replacement parts and accessories that are subject to "wear and tear" such as earpads, mic foam covers, talkback cables, etc. have a three (3) month warranty period.
Replacement parts for discontinued products are sold on an AS IS basis. They come with a thirty (30) day warranty period.
We do not offer a fee-based repair service as the cost of such a service would be higher than the price of a replacement item. All available replacement parts for all of our products are listed on our online store at TurtleBeach.com. Cables that are permanently connected to a headset are not replaceable.
The RMA repair/replacement process will be completed within 10-14 business days from the day we receive the defective item at our facility.
We are not responsible for any damage to any 3rd party products connected to our products.
We reserve the right to refuse repair/replacement of any unit that:
- Is out of Warranty (the warranty period has expired).
- Has been tampered with (Warranty is automatically VOID).
- A Proof of purchase cannot be established for.
- Is used for commercial purposes such as: LAN centers, call centers, schools, gaming centers, etc.
- Warranty period is 90 days for headsets used for commercial purposes.
- Product is no longer available because it was thrown out or disposed of.
Tech Support is provided to the original owner "purchaser" of the product for one year after the purchase date based on a copy of a dated receipt. Support is not available to Customers who obtained the product used, hand-down or via eBay (except for Turtle Beach eBay Store), auctions or other unauthorized venues.
Tech Support email is answered on a *First Come First Serve* basis. In order to be fair to all of our Customers, our Support staff answer all emails in the exact order they are received. They cannot give priority to a certain email or RMA (no matter how important or urgent). To ensure that your email will not be rejected as Spam, make sure to include a descriptive note in your email subject line.
Be sure to send your email to the correct email address. Sending email to "www.turtlebeach.com" or using Spam Filtering/Blocking Software may result in not receiving a reply. For faster turnaround time, you should fill in the Web Form here.
While detailed Technical info is essential in our ability to assist you, try to keep it as brief and to the point as possible. If our Support and Lab Techs cannot reproduce a problem, experience has taught us that it is "system specific". Computers and electronic gadgets occasionally act strangely.
VTB Support Etiquette:
It is Turtle Beach policy to conduct business communications in a professional manner, with a respectful tone toward all. We ask that customers contacting us conduct themselves in a reasonably professional manner, without overtly aggressive, profane or abusive language, or other obviously objectionable content.
Any company has the right to protect itself and its employees from receiving emails containing objectionable content. Please refrain from including any such objectionable content in your business communications with Turtle Beach and your emails will be answered respectfully and cordially.
Consider that our support staff lack the advantage that you have of looking at your system (screen) and knowing it. In order to be able to offer assistance, they do need your help. The fact that they first must cover and rule-out the basics, does not imply that they regard you as a computer novice.
There will be times that they may not be able to resolve technical issues specific to a particular 'problematic' system. This does not mean that they are incompetent or that they have not given proper attention to the issue.
Since they daily answer hundreds of emails, try to keep previous email exchanges in the body of your email so that have they can quickly follow the thread and speed up their response to you.
Except for defective items, all products are sold on an *AS IS* basis. VTB does NOT warrant that the functions of our products will meet your requirements / expectations or that operation will be uninterrupted or error free. You assume the responsibility for selecting the product to achieve your intended results and for the use and results obtained from it.