Before sending any SoundTraxx item to the factory for repair, please visit our Troubleshooting page as there is often a simple solution to the problem. If you are still experiencing problems please contact our customer Support Staff. If it has been deemed necessary to return your item, please follow the steps below:
1. Before returning your decoder, please read the Decoder Warranty Policy carefully to determine your product repair classification. Under no circumstances should you return your locomotive to SoundTraxx.
In-Warranty Repairs: For repairs on items that were purchased from a SoundTraxx Authorized Dealer within the last 90 days, include your original receipt with the decoder for shipment. Your receipt will be returned with your repaired product. If your product is not listed in the Repairable Items and Rates table found below, it is a Non-Serviceable Item (please see description below).
Out-of-Warranty Repairs: For repairs on items that fall outside of the 90 day warranty period, costs of repairs can be found in the Repairable Items and Rates table below. If no payment is included with the repair, no work will begin until you have contacted SoundTraxx. Acceptable forms of payment include: Visa, MasterCard, AMEX, and Discover (Money Order and Personal or Business Checks are accepted if issued within United States). If your product is not listed in the Repairable Items and Rates table found below, it is a Non-Serviceable Item (please see description below).
Non-Serviceable Items: Non-Serviceable Items include products which have been discontinued for at least 2 years, all SoundTraxx Accessories, and Factory-Installed Decoders. SoundTraxx Customer Service Center will only perform repairs on items listed in the Repairable Items and Rates table found below. SoundTraxx will not receive decoders which came factory installed (i.e. OEM) from a locomotive model manufacturer other than Blackstone Models. Please consult with the locomotive model manufacturer for warranty and repair information regarding these products. If non-serviceable items are received they will be immediately returned to you without tests or repairs performed.
|Repairable Items and Rates|
|Product Type||Repair Price Within Continental US||Repair Price Outside Continental US|
|Tsunami2 Digital Sound Decoder||$45.00||$52.00|
|Econami Digital Sound Decoder||$45.00||$52.00|
|Tsunami Digital Sound Decoder*||$45.00||$52.00|
|SoundCar Digital Sound Decoder||$25.00||$32.00|
|MC1 and MC2 Mobile Decoder||$15.00||International out-of-warranty repair service not available|
|Accessory Lighting Decoder||$20.00||$27.00|
|SurroundTraxx||$30/hr labor||$30/hr labor|
|*Discontinued March 2016, serviceable until March 2018|
If product is sent back for repair and only a functional reset is required, the fee applied will be $14.50 within the Continental US and $21.50 outside Continental US. To avoid this we strongly advise you reset and test your decoder outside of your model before sending it in for repair.
2. Fill out our Service Request Form and include it with your product. Please include a daytime phone number and fill out the form completely as this allows our technicians to more quickly isolate the problem and perform the necessary repairs. If your product is within our 90 day warranty please include the original receipt. If your product is outside of our 90 day warranty period please include a method of payment.
3. Carefully package your product for shipment with postage paid and insured. Always take care to insure your package as SoundTraxx is not responsible if your items are lost or damaged in transit.
Unacceptable Package: Mailed in a No. 10 envelope, no protection for decoder pins and no insurance.
SoundTraxx is not responsible for lost or damaged packages.
Acceptable Package: Packaged in a protective box and insured.
Important! Return only the repairable product. Under no circumstances should you send your locomotive, speaker, or accessory as we cannot assume any liability for their safe return.
Attn: Customer Service Center
141 Burnett Drive
Durango, CO 81301