Hardware that becomes defective during normal use, will be replaced free of charge for the duration of the contract period. If you have such hardware, you can send it to our head office for replacement. Here you can read how to do that.

In case your hardware gets lost, stolen or severly damaged we have to charge the replacement fees which you can find in the table below (prices are per piece and in euro’s, ex. VAT)

 

The shipping costs for the initial shipment and the return shipment are te be payed by the customer as well as shipment costs for the replacement of missing equipment.

Shipping costs for the shipment of faulty Podcatchers to Guide ID are also to be payed by the customer, but the costs for sending them back are for our account

If you have faulty Podcatchers in need of some TLC, you can send them to us and we will replace them free of charge.  As soon as we have received the Podcatchers, we will make sure to send new players back within 5 working days. If you really need the players on site ASAP for your visitors, we can send the return players upfront as soon as you can provide a shipping receipt to us. 

How?

When sending hardware from abroad please specify for the customs that your shipment contains “warranty goods for repair” or “return shipment of rental equipment”

All hardware can be wrapped in a box (or more boxes in case of big quantities). Please wrap the hardware carefully and make use of padding material to avoid damaging. Make sure to separate the Podcatchers and IDentifiers from each other while in a box.

The box(es) can be shipped to:

Guide ID
Attn.: Return Department
Leeuwenbrug 117
7411 TH Deventer
The Netherlands

When sending back (faulty) hardware, the best thing is to use a courier for the return shipment (ex. UPS / FEDEX etc.). Using the local mail can take a long time before we receive the hardware. Please let us know the shipment is on it’s way (preferably with a track&trace) and always make sure to add the sender’s details (who is sending the package to us) and to add the value of the package. For Podcatchers this value is 15 euro per piece, IDentifiers 5 euro per piece, Dockingstations 18 euro per piece and the Syncbox 110 euro per piece.

Shipments with PostNL

Please note that since the 1st of July, PostNL has made changes in their notification process. This means they no longer leave a paper note behind when delivering a package to us outside office hours. They only send a digital notification.
So make sure to specify our email adres; helpdesk@guide-id.com when sending a package with PostNL to avoid the package being send back to you and double your shipment costs.