Warranty Information
Mach V, FragBox, Talon, RAK and Tiki systems:
Mach V, FragBox, RAK, Tiki, and Talon systems are warranted for a three year period that will cover the system parts and labor. In addition to these warranties, the aforementioned systems will also include one year of Falcon Overnight service (described in detail below). For the remaining period of the warranty, where Falcon Overnight Service is not applicable, return shipping to the consumer will be paid for by Falcon Northwest and all other shipping costs incurred will be the responsibility of the consumer. Falcon Overnight service, and all other warranty covered shipping costs are limited to the continental USA. Priority technical support is provided throughout the length of the warranty period and lifetime technical support is provided as long as the consumer owns the system. End-user replacement or change of certain major components (for example, the motherboard) may void Falcon Northwest’s technical support service. Please contact Falcon Northwest’s technical support before undertaking a DIY major component change. Special Order items are covered only by their respective manufacturer's warranty.
Laptop (Notebook) Systems Warranty & Terms of Sale
All Falcon laptop systems come with a one-year standard warranty and one-year of Falcon Overnight service (extensions to three years total warranty and Falcon Overnight service are available at time of purchase for additional cost). This warranty covers parts, labor and shipping to and from the customer. Priority technical support is provided throughout the length of the warranty period. Lifetime technical support is provided as long as you own the system. Disassembling the unit may void the technical support service and/or warranty. Physical damage by the user is not covered. Laptop systems are covered by our Perfect Pixel Guarantee. If at any time within the warranty period the LCD display develops "dead" (unlit) pixels or "stuck" (permanently colored) pixels, Falcon Northwest will replace the screen free of charge. This does not cover pixels injured by physical damage to the screen surface. Please Note: Never apply pressure to your screen with your finger, a pen or any foreign object.
30-Day Money Back Guarantee
Should you be unsatisfied with your purchase for any reason, return it to Falcon Northwest within 30 days of the original ship date for a full refund of the system price. Please note that Microsoft Operating Systems are registered to the customer during build, and are not returnable. Any other software package must be unopened, unregistered and resalable to receive a refund for it. Returns must have an RMA number obtained from technical support on the outside of the package. To diagnose a problem and/or obtain an RMA # from Falcon Technical Support, please contact them at 1-888-800-7440 or support@falcon-nw.com. The system must be returned in its original packaging, with all materials (manuals, accessories and software). Shipping costs are non-refundable, and the customer is responsible for shipping costs to return the system. Any special order item returns may be subject to a restocking fee. The system and all components must be delivered to Falcon Northwest within 30 days of the date the system was shipped from Falcon Northwest. All custom artwork on any system is non-refundable once customization of parts has begun.
Monitors and Speaker Systems
Falcon Northwest warranty of monitors, speakers and any other special order item is limited to covering shipping charges to and from the original equipment manufacturer. Falcon Overnight shipping service does not apply to these items. During the system's warranty period (but further limited to the period that the manufacturer warranties the product), Falcon Northwest will provide ground shipment to and from the original manufacturer for replacement or repair in accordance with the policies of that manufacturer. Availability of replacement parts and turn-around time varies by the original manufacturer. Falcon Northwest will only cover shipment of parts under this paragraph within the contiguous United States.
Exclusions from Warranty
Falcon Northwest cannot be responsible for warranty repairs on misused or abused equipment. Should damage occur due to improper installation of parts, software or other action by the customer, repair under warranty may not be authorized. Falcon Northwest will similarly not authorize warranty repairs to equipment damaged by power surges caused by external wiring.
Alaska, Hawaii & International Shipping Policies
To help meet the needs of our Alaskan, Hawaiian, and International customers, Falcon Northwest will discount warranty customer shipping costs in an amount equivalent to shipping the warranted item within the contiguous United States. This only applies to systems or part shipments covered under the warranty for the respective product. Any additional shipping costs, duties, taxes, or other fees levied by the customer’s country, state or province are the sole responsibility of the customer.
Loss of Data
Falcon Northwest is not responsible for any electronic data lost due to virus infection, hardware failure or electrical failure. Falcon Northwest is not responsible for any data sent to us on repair or upgrade orders.
Warranty Procedure
All items sent to Falcon Northwest for repair or replacement must have an RMA number assigned to them. A technical support representative will assign you an RMA number after a brief troubleshooting and diagnosis over the phone. To diagnose a problem and/or obtain an RMA # from Falcon Technical Support, please call 1-888-800-7440.
Falcon Overnight Service
How It Works
Should the consumer encounter a serious hardware related problem in their Falcon system that cannot be solved though Falcon Northwest’s technical support, Falcon Northwest will cover the costs to have the consumer’s system ship to Falcon Northwest via overnight courier, repaired, tested, and shipped back via overnight courier to the consumer at no charge.
Courier selection is at Falcon Northwest's discretion. For the remaining period of the warranty where Falcon Overnight Service is not applicable, return shipping to the consumer will be paid for by Falcon Northwest and all other shipping costs incurred will be the responsibility of the consumer. Falcon Overnight service is available only in the continental US. In order to help meet the needs of our Alaska, Hawaii, & international consumers, Falcon Northwest will cover the shipping costs to those areas by an amount equal to that of the shipping costs within the continental USA when applicable. Any additional shipping costs, duties, taxes, brokerage fees, or other fees levied by the consumer’s local or national government are the sole responsibility of the consumer.
