Have an item that is missing from your order or damaged during shipment? If an item is missing from your order, please contact us within 10 business days of the order delivery date. If an item is damaged during shipping, please contact us detailing the problem within 10 business days of the order delivery. Retain the shipping box and packing until the issue is resolved. If we are not notified within 10 days and packaging is not retained, items damaged during shipping may not be reimbursable.
Here's the scoop on our warranty: Unless noted otherwise on the Warranty section of a product's page: Switch adapted toys have a 90 day warranty for manufacturer's defects (90 days from the ship date) and AbleNet items carry a 2 year warranty from the date of purchase. All other items carry a 1 year warranty from the date of purchase. Products that have been abused (dropped, cords mishandled, etc.), dismantled or modified by the customer are void of warranty and will not be repaired or replaced. Adaptive Tech Solutions is not responsible for, and will not cover damage to, any electronic device, such as a tablet, phone, computer, other interfaces or switches used in conjunction with any product or device purchased from us.
If you have a product that is still within the warranty period and it is not responding as expected please *contact us with as much detail about the issue as possible. We will assist you in troubleshooting the problem. If troubleshooting fails, you can request a Return Authorization as outline below.
Obtaining a Return Authorization:
If you have forgotten your password, you can log into your account using your email as your username and click 'Forgot Password' to establish a password. You must log in using the email address used when your order was placed, otherwise you will not be able to see your purchase history.
*We must be contacted no later than the last day of the warranty period and the product must reach us within 14 days from the Return Authorization date. If you contact us after the warranty period, we will be glad to look at your product and repair it if possible as an out-of -warranty diagnostic. These out-of-warranty diagnostics are $20. We will attempt to repair the product, but the $20 fee is retained regardless of if the product is repairable or not. Shipping for out-of-warranty diagnostics is the responsibility of the customer.
It is the responsibility of the customer to ship items back prepaid for warranty work. Upon receipt we will verify that the item qualifies for repair/replacement under warranty. If so, and the product received within 90 days of the purchase date, we will reimburse shipping costs to you via refund or store credit.
Regardless of the shipping method you use when returning the item to us, shipping fees will be reimbursed at the least costly applicable published carrier rates once we confirm the product is defective. We do not reimburse for services such as signature confirmation, UPS packing services, or the added weight of excess packing materials in the shipping box (i.e., wads of paper). The box used to ship returns needs to be an appropriate size. If an excessively large box is used to return the item(s), we will reimburse based on a box size that would be appropriate to fit the item(s) being returned. Products that are returned from Canada and have been verified by us as defective will be refunded/credited for product price and original shipping fees.
If the item is found to be in good working condition, the customer will be responsible for shipping the item back to themselves. Dead batteries are not considered a warranty defect. While we strive to keep product photos up to date, manufacturers do make styling changes that may not be captured by the product photo. Changes in product styling which are not reflected in the product photo do not constitute a defect. If we find your product is in good working condition, we will video it and send a link to you for viewing. We will also invoice you for return shipping charges.
Please note: At our discretion, a $20 diagnostic fee may be imposed for each item returned as "defective" that is found to be in good working order. This policy applies to a handful of customers who send back multiple items as defective when the are, indeed, in good working order.