USA Support
Help Desk & Service Center
For product return or service, it is not necessary to call. Please follow the following process:
- Create a Help Desk ticket at b2b.nuprimeaudio.com/helpdesk. A Help Desk Ticket will ensure that your support request is being monitored and we have a complete history of your problems.
- Include a sheet of paper with the Help Desk Ticket ID inside the shipping box. Do not write on the product packaging box. You might be charged a restocking fee for refund if the packaging material or product has blemishes.
- Send the item to USA Service Center after receiving acknowledgment from the Help Desk. (Please make sure you get a confirmation from Help Desk BEFORE you ship so the support team is expecting the RMA)
USA Support Office Hours
If your product is non-functional or is defective, please create a Help Desk ticket to provide the problem description and product serial number. A Help Desk ticket can be reviewed by sales, support, and engineering staff to provide you with better service.
USA sales related email (also for dealer or resellers inquiries):
Nuprime Sales: sales@nuprimeaudio.com
Support related email:
support@nuprimeaudio.com
Service Center
Admin Contact: Katy
Phone: +1-541-7889261
69650 Omaha Road
Sisters, OR 97759
USA
Out of Warranty Service Policy:
1) Customer prepay $75 for diagnostic (only but). If there is no defect, customer pays return shipping. There is no refund for diagnostic fee (see repair cost)
2) Sisters Service Center invoices customer for parts, additional labor and return shipping. Repair work will not start until customer pays in full.
Repair cost:
1) Parts – contact Nuprime Sales if you want to check for the list price. Sisters Service Center follows the recommended retail price for parts.
2) Labor – usually most services take less than 2 hours and cost no more than $150 (diagnostic is included). In general, $150 is the upper limit for total service fee.
* Do not ship to the service center without a Help Desk Ticket number.
International Support
Customers outside of USA should contact the country’s distributor for service. If unable to do so, please send email to support@nuprimeaudio.com if you have questions or create a Help Desk ticket at b2b.nuprimeaudio.com/helpdesk.
For Product and Technical enquiries – including Pre-sales recommendations, kindly email to: support@nuprimeaudio.com.
For product return or service – including repairs and spare parts availability, please follow the following process:
- Create a Help Desk Ticket at b2b.nuprimeaudio.com/helpdesk to provide the problem description and product serial number. A Help Desk Ticket can be reviewed by support, engineering and sales staff to provide you with better service. It will ensure that your support request is being monitored and we have a complete history of your problem.
- Include a sheet of paper with the Help Desk Ticket ID inside the shipping box. Do not write on the product packaging box. You might be charged a restocking fee for refund if the packaging material or product has blemishes.
- Send the item after receiving acknowledgment instructions from the Help Desk. (Please make sure you get a confirmation from Help Desk BEFORE you ship so the support team is expecting the RMA)
Unless you have written permission for us to cover the cost, you have to pay for the shipping both ways.
| Taiwan Service Center | Europe Service Center (only if distributor support not available) |
| No.33 Chiu Kan Kou Road Ray Fong Town Taipei 22449 Taiwan Contact: David Lin / Kimi Wu Phone: +886 2-24574315 | Krisztian Neukum (Appointed Repair Service) Somlohegy utca 3 Vertessomlo 2823 Hungary Phone: +36-703105050 |
- Register an account at b2b.nuprimeaudio.com
- Go to https://b2b.nuprimeaudio.com/warranty-registration/
- Keep a copy of your original sales receipt. If you bought your product from another user without a receipt, you should ask for any purchase info, and register for the product as soon as possible. If there is no other purchase or registration info, we will rely on the item’s manufacturing date (which could be many months before it was purchased).
Coming soon….