Returns Program

Sometimes products need to be returned.

At VoIP Supply we know and understand that most of the time returning products is a big hassle. In an effort to, "not be like the other guys" we have created a very straightforward and transparent returns policy so that returning a product to VoIP Supply is simple and easy.

Final Sale Products:

All servers, PBXs, channel banks, gateways (analog or digital), software, service contracts, and batteries are not eligible for return or refund. Licenses are non-returnable and non-refundable. Defective products within these categories must be returned directly to the manufacturer.

GO3 warranty can not be purchased on final sale products, customer must contact the manufacturer for defective units. GO3 cannot be purchased on final sale products.

If you have purchased the go3:

Please call 866-583-0790 or go to our RMA form to receive your return instructions. (Note: The go3 warranty is a single-use warranty and only covers the replacement or a defective product once.) If the product is DOA or stops working within 30 days of the purchase date, the go3 warranty will not be used and moved to the replacement product. After 30 days and within the manufacturer warranty period, the customer may choose to use the go3 warranty to get a new product or may choose to not use the go3 and wait for the product to be returned to the manufacturer and the manufacturer will send a replacement product per their policy.

NOTE: The GO3 Warranty can not be purchased on Headsets. Any defective headsets will follow the normal returns policy or the manufacturer's return policy for that particular line...

If your product does not work:

All defective units no matter the dollar amount needs to be troubleshot and deemed defective before a return authorization can be issued. Please email [email protected], a support ticket will be assigned and support will email directly to troubleshoot the issue. Once deemed defective our Hardware support team will send a request to the customer experience team to issue an RMA or an email can be sent to [email protected] to obtain a Return Authorization number, a support ticket will need to be supplied. (Based on manufacturer warranties.). We will cover the cost of shipping out the replacement product. DEFECTIVES ARE FOR REPLACEMENT ONLY (Note: If the product you return is deemed to be working, you will be charged a $20 USD testing fee and the product will be returned at the customer's expense.)

VoIP Supply will issue a FedEx ground return label for the defective unit. 

We will cover the cost of shipping out the replacement product using the same method as the original shipping of the product. (Note: If the product you return is deemed to be working, you will be charged a $20 USD testing fee and the product will be returned at the customer's expense.)

If your product stops working:

It's unfortunate to hear that your product has stopped working. We know what a pain this is and will move as quickly as possible to process your return based on the manufacturer's warranty.

• If your product has stopped working and is within a year of the date of purchase, you are eligible for a return based on the manufacturer's return warranty. You can find more on manufacturer policies here. (Note: Please understand that this step is mandated by the manufacturers VoIP Supply represents. If we could accept returns on behalf of the manufacturer after 30 days we would.)
• All defective units no matter the dollar amount needs to be troubleshot and deemed defective before a return authorization can be issued. Please email [email protected] to obtain a support ticket number. Once deemed defective support will send to the customer experience team to issue the RMA. All defective RMA's are for replacement only.

If you purchased the wrong product:

While we understand that mistakes happen when purchasing a product, if you have purchased the wrong product and wish to return it, you must do it within 30 days. It must be Un-Opened, Unused, with No Broken Seals, Un-Damaged, and New in Box. (Any units that show signs of use will be returned at the customer's expense) 

You will be responsible for the cost of return shipping and will be subject to a 10% - 20% re-stocking fee to cover the cost of processing based on the nature of the return.

Note: If we were responsible for recommending the wrong product, you will be eligible for a return and full refund with no restocking fee. Wrong recommendations made by our sales team need to be reported within 10 days of product receipt.

To get started, please go to our RMA form to receive your return instructions.

If you have purchased a VoIP Supply Refreshed product:

All VoIP Supply Refresh products come with a one-year standard warranty. If you have purchased a VoIP Supply Refresh product and it has stopped working due to a manufacturer's defect, please call 866-583-0790 or go to our RMA form to receive your return instructions. 

VoIP Supply will issue a FedEx ground label for the defective unit. 

We will cover the cost of shipping out the replacement product using the same method as the original shipping of the product.

(Note: If the product you return is deemed to be working, you will be charged a $20 USD testing fee.)

Returns Program Reminders

Returns Department Contact Information:

You can reach the returns department at VoIP Supply via phone at 866-583-0790 or create a ticket to contact Customer Service

Returns Address

All returns should be sent to:

VoIP Supply
Attn: Returns Department
80 Pineview Drive
Amherst, NY 14228

Return Instructions

In order to ensure that your return arrives in the best possible condition so that you are not subjected to additional charges, please remember the following:

Products must be returned double-boxed with the assigned RMA number clearly visible on the outside of the package. DO NOT write on or apply shipping stickers to the original manufacturer's box. DO NOT use the original manufacturer's box as the shipping box.

Products not double-boxed, without RMA numbers on them, or those with writing on the original box will be refused or returned at the customer's expense.

RMA Expiration

Once an RMA is approved, the product must be received within 10 days. Returns received after 10 business days will be refused and returned to the customer at their expense.

Lost Shipments

A lost shipment must be reported within 10 business days of delivery in order for a claim to be filed, otherwise, your request will be denied.