All repairs, parts and technical questions are referred to this site for customer service. You can print your own MANUALS and SCHEMATICS for product operation and repairs. You have access to help diagnose problems in the TROUBLESHOOTING guide which includes biasing tube amps, or setting up a guitar through the SETUPS guide. If parts are required, order your REPLACEMENT PARTS on-line. You can contact our repair departments by emailing AMPSERVICE or GUITARSERVICE. Response time is under 2 days M-F (excluding holidays).
Start with the TROUBLESHOOTING guide to help with specific problems. This feature is divided into different categories. Click on the category that fits the description of your product. This is a valuable tool to help you understand the product and to possibly correct the problem instead of returning the product saving you time and money.
Order REPLACEMENT PARTS on-line, which are unique to your product. Once your order is placed, it takes 24 hours M-F to process, plus shipping time (see information on Carvin's shipping policies/methods at http://www.carvin.com/shipping). Common parts such as capacitors, resistors, diodes, etc., are available on-line from other sources such as MOUSER.COM and DIGIKEY.COM.
For repairs IN or OUT of warranty, please read about RETURNS and follow the procedures. For the price of OUT of warranty repairs, please go to the "flat rate" list in SERVICE/EXCHANGE. Some electronic items are not serviced because of our EXCHANGE program.
If we receive your repair and no problem was found, 50% of the flat rate will apply.
Service is not available on equipment older than 10 years old or if not shown in the "flat rate" list.
Service is not available on abused, modified, water or smoke damaged units.
The SERVICE/EXCHANGE program allows you to send in your "out of warranty" guitar amp, bass amp, power amp or pro sound electronics for a new replacement, which may be the same or a current model - as noted in the program.
Not every product is available for exchange or service. Only those listed.
Older products (10 years or older) are to be service by outside repair agencies using listed SCHEMATICS and REPAIR PARTS. No Service or Exchanges available on these products.
Exchanges are to be for like items except where noted in the service/exchange program.
This program does not include enclosures, speakers or guitars.
All exchanges carry a new factory warranty.
All EXCHANGES have to be returned first before a replacement is sent out. Follow the RETURN procedures.
ELECTRONICS: All guitar/bass amps, pro sound electronics and microphones are warranted for 1 YEAR. All HD and DCM power amps are warranted for 3 YEARS against manufactures' defects.
SPEAKER SYSTEMS: All LM, LS, LSx and TRx loudspeakers are warranted for 3 YEARS against manufactures' defects. All other speakers and speaker systems are warranted for 1 YEAR against manufactures' defects.
GUITARS: All guitars and basses, including Cobalt acoustic guitars, are warranted for 5 years against manufactures' defects. The following items are not covered under warranty: a) fret wear, b) damaged caused by incorrect use of instrument, c) broken truss rods due to improper adjustment, d) crack or warping due to extreme weather conditions or improper storage.
WIRELESS PRODUCTS AND TUBES: Wireless products and tubes are warranted for 90 days against manufacture's defects
The CARVIN LIMITED WARRANTY covers all manufacture's defects.
The warranty does not cover: speaker or driver failure due to an open or rubbing voice coil, or failure caused by any influence from misuse, dropped, dents, scratches, chemicals, paint, dust, wind, smoke, fire, water, liquid, moisture, salty or corrosive environment, and normal wear and tear.
If you wish to return an item, start by filling out the RMA RETURN FORM. However, before you start, be sure to review the TROUBLESHOOTING guide to verify that you have a real problem. Thoroughly check everything. Over 25% of our returns are unnecessary because the product was not understood or operated correctly. Sometimes it's as simple as a switch in the wrong place or an adjustment on a guitar. If it's determined the product does need servicing, proceed with the RMA RETURN form printing a copy for yourself and include one with your package. Be sure to fill out the "Problem Description" on the form and include a copy of "Proof of Purchase (invoice)" if under warranty. If you do not have a copy of your original invoice, email firstname.lastname@example.org to obtain a copy. Be sure to provide complete details on the invoice you need (your name, address, product, etc).
Be sure to properly pack your return. It's recommended that you save the original carton as it provides the best protection. Guitars have been received with broken necks and cabinet with big gouges caused by improper packing. CARVIN or the shipping company is not responsible for damage resulting from improper packing.
If you have a combo bass or guitar amp, you can remove and return just the chassis saving shipping cost and possible damage to the cabinet. If it's a tube chassis, remove the tubes, rap individually and carefully place into your package. Be sure the chassis is not loose in the carton. No Service or Exchanges available on these products.
Repairs normally take two weeks after received. If there is a required payment, or problem that's not covered under warranty, you will be contacted by email. Prior to shipping, all repairs must be paid for in full. You are responsibly for all shipping charges. However, Carvin will pay shipping both ways for the first 90 days after the purchase providing it's a bona fide failure.
All repairs are warranted for 90 days against the same problem.
All items are shipped UPS "Ground" unless other arrangements have been made.
An email will be sent to acknowledge the receipt of your return.
Customers who are in need of warranty repair service by Carvin should note the following shipping policies and procedures:
1. For gear requiring warranty service within 30 days of the original invoice date, Carvin will issue a call tag for UPS to pick up the equipment at Carvin's expense. Carvin will also pay the return shipping to the customer.
2. For equipment requiring warranty service work beyond 30 days of the original invoice date of the item, the customer is responsible for shipping of the item to the Carvin factory in San Diego, California. Shipping insurance is strongly recommended, as Carvin will not be held responsible for damages incurred in transit. If the item is being returned for warranty service less than one year from the original invoice date, Carvin will pay for return shipping to the customer (ground).
3. For all equipment requiring warranty service or other work beyond one year from the original invoice date, the customer is responsible for all shipping charges both to and from the factory.
If you are returning a product for any reason other than service/repair, such as an item damaged in shipment or the wrong item shipped, please download and print the RMA form, and include it with your return shipment to speed processing.
SPEAKER ENCLOSURES are not recommended for returning because of the potential damage to the enclosure and the high cost of shipping. If it's a bad component, follow the TROUBLE SHOOTING guide for removal. With help, determine the defective component (active power amp, speaker, horn driver, crossover, etc). These components have connectors for easy removal without soldering. In some cases it may only be an input jack that is defective, which if under warranty will be replaced at no charge upon receiving the defective connector, or go to REPLACEMENT PARTS to purchase on-line.
Do not return electronics that are older than 5 years, except if you are exchanging the chassis in our EXCHANGE PROGRAM. For older units, please use the SCHEMATICS and REPLACEMENT PARTS for repair.
Non-serviceable items: cables, microphone, wireless products or other manufactures' products.
CARVIN products outside the USA are not accepted for repair. Consult your local dealer.
RETURNS ARE TO BE SENT PREPAID TO: CARVIN, 12340 WORLD TRADE DRIVE, SAN DIEGO, CA 92128
If you are located near one of our stores in California, you may take your repair in to have it serviced. The same service fee, if out or warranty, or exchange policy applies. Filling out the RMA RETURN FORM before you come in will save time. Bring a copy with you.