Shipping and Returns Policy

Free Shipping:

• We offer free standard shipping on select product orders placed through our online store within the contiguous United States. This offer is not valid on phone orders or international shipments.
• Free shipping applies only to Standard Courier Ground delivery methods and excludes expedited or express shipping options.
• The minimum purchase amount to qualify for free shipping is $50

Phone Orders:

• Phone orders are subject to a $5.00 service and processing fee. To avoid paying the phone order processing fee, we strongly encourage you to place all orders through our online store.
• Free Shipping is excluded from all phone orders placed. Standard Courier Ground Rates will be applied.
• Flash sales, online promotions, and discount codes are not valid for phone orders.

Shipping and Inspection Policy for Penta Laboratories Electron Tubes

Pre-Shipment Inspection:

Penta Laboratories electron tubes undergo rigorous electrical, visual, and mechanical inspections before leaving our factory to ensure they meet our high-quality standards.

Transportation Damage Policy for Penta Laboratories Products

Carrier Responsibility:

Upon acceptance of the shipment, the carrier assumes responsibility for the safe delivery of the product.

Upon Receipt of Shipment:

• Thorough Inspection: Immediately upon receipt, thoroughly inspect all products for mechanical defects, including but not limited to:

• Open or shorted filaments
• Broken or fragmented elements
• Cracked or broken glass and/or ceramic insulators

• Concealed Damage: Be aware that concealed damage may not be apparent until the product is unpacked. Even if the external carton shows no damage, the contents may have been damaged during transit due to rough handling.

Filing a Damage Report:

If any damage is found, follow these steps within 5 days of receiving the shipment:

• Contact Carrier: Contact the local shipping agent or the transportation company directly.
• File Damage Report: File a damage report with the carrier.
• Document External Damage: Note any external damage to the shipping container on the freight bill of lading and have it signed by the carrier's agent. Failure to do so may result in the carrier refusing to honor the claim.
• Preserve Evidence: Keep all damaged products, including individual product containers, original shipping boxes, and packing materials, in the exact condition received.
• Follow Instructions: Follow the transportation company's instructions for disposition and any required claim forms.

Warranty Disclaimer:

Penta Laboratories will not consider any freight-damaged product for warranty replacement or credit under any circumstances.

How Our Warranty Works:

Penta Laboratories offers a prorated warranty based on the product's usage. This means the warranty coverage considers the product's total warranty hours and the actual operating hours.

• Free Replacement: If a product fails within the first 10% of its warranty hours, we'll replace it free of charge.
• Prorated Credit: If a product fails after the initial 10%, you'll receive a credit towards a replacement. This credit is calculated using the formula:
• ((Warranty Hours - Hours Used) / Warranty Hours) x (Purchase Cost) = Credit Due

Example:

A tube with a 2200-hour warranty and a $500 purchase price fails after 440 hours of use. The credit would be:

• ((2200 - 440) / 2200) x 500 = $400 credit

To determine your product's specific warranty code and duration, please contact our customer service team.

To qualify for warranty coverage, the following conditions MUST be met:

• Authorized Purchase: The product must be purchased directly from Penta Laboratories or an authorized distributor, agent, or representative.
• Proper Operation: The product must be operated within the published minimum and maximum ratings.
• No Misuse or Abuse: The product must not be subjected to misuse, abuse, or negligence in use, storage, or handling.
• Complete Service Report: A fully completed service report must accompany the returned product.
• Timely Notification: Penta Laboratories must be notified within 30 days of the product failure.
• Immediate Removal from Service: The product must be removed from service immediately upon discovering the failure.
• Adherence to Return Procedure: The Penta Laboratories return procedure must be followed strictly.
• Inspection and Disassembly (If required): Penta Laboratories reserves the right to disassemble the product and inspect the equipment in which it was used to determine the cause of failure.

Warranty Chart

This warranty shall terminate upon expiration of any one or combination of the time periods referred to in the schedule below.

Warranty Code

• CODE (1) – Delivery to the distributor, representative, or agent
• CODE (2) – Delivery to the end user
• CODE (3) – Cathode or heater total hours
• CATEGORY “J” – Typically reserved for hardware and accessory type of products where operation time is irrelevant
• CATEGORY “Q” – Used for developmental products

Important Notes:

• Returned products that qualify for credit become the property of Penta Laboratories. If no credit is issued, the customer can request the product's return within 30 days and is responsible for associated freight costs.
• Penta Laboratories' warranty decisions are final and binding.

Contact Us:

If you have any questions or concerns regarding the shipping or inspection of your Penta Laboratories electron tubes, please don't hesitate to contact our customer service team.

Return Shipping Costs:

Customers are responsible for the cost of return shipping on all orders, except in the following cases:

• Product RMA (Return Merchandise Authorization): If you initiate an RMA due to a product defect or error on our part, we will cover the cost of shipping the replacement or repaired item back to you.
• Evaluation Process: Once the returned item is received at our factory, our technicians will conduct a comprehensive evaluation. If the product is found to be functional, you will be responsible for the full cost of return shipping.

Initiating a Return:

To initiate a return, please follow these instructions:

• Obtain an RMA Number: Contact Penta Laboratories customer service to obtain a Return Merchandise Authorization (RMA) number.
• Package Your Return:
• Clearly print the RMA number on the outside of the box where it is visible.
• Ensure all returned material is in its original packaging.
• Ensure the package with the freight carrier before returning.
• Prepay all freight costs for the returned material.
• Ship Your Return: Ship the package within 30 days of receiving the RMA number to the following address: Penta Laboratories 2560 Calcite Circle Newbury Park, CA 91320

Evaluation and Notification:

Once we receive your return, our technicians will evaluate the material. You will be notified of the warranty claim approval or denial within two weeks of receipt.

Please Note:

• A Return Authorization does not guarantee an automatic approval.
• Penta Laboratories reserves the right to refuse returns that do not comply with this policy.

If you have any questions, please contact our customer service team.

• We recommend using a trackable shipping method for all returns.
• We are not responsible for lost or damaged packages during the return shipping process.
• This return policy applies only to purchases made directly from Penta Laboratories.

Exchanges:

We do not offer exchanges or store credit of any type for any reason.

Refunds:

Refunds will be issued to the original payment method upon receipt and inspection of the returned item. Shipping costs are non-refundable, except in cases of product defects or damage in transit.

Order Cancellation:

If you wish to cancel your order before it has shipped, please contact us as soon as possible. We will do our best to accommodate your request, but we cannot guarantee cancellation once the order has been processed.

Discontinued Products:

If a RMA or warranty claim is made on a discontinued product that is out of stock, you will receive store credit instead of a replacement. This credit can be used for any future purchase.

International Returns Process (RMA):

Penta Laboratories is committed to assisting our international customers with product returns through our Return Materials Authorization (RMA) process. To ensure a smooth return experience, please carefully review and adhere to the following guidelines:

• Obtain an RMA Number: Before returning any item, you must first contact Penta Laboratories to obtain an RMA number. This can be done by emailing shipping@pentalabs.com or calling us during regular business hours. Returns without an assigned RMA number will not be accepted.
• Review Warranty Coverage: Prior to initiating the RMA process, we strongly advise you to familiarize yourself with your product's warranty details. The warranty and RMA process may differ depending on the product, and certain items may be excluded from coverage (e.g., brand merchandise).
• Shipping Costs and Responsibilities: Please note that Penta Laboratories is not liable for freight costs, duties, or any additional fees associated with inbound return shipments. For shipments sent duties unpaid (DDU), all incurred fees will be the sender's responsibility.
• Required Documentation: As the sender, you are responsible for including three (3) copies of a commercial invoice along with any necessary HTS code(s) with your return shipment. Consider declaring the shipment as "Return for Repair," "Repair & Return," or "Warranty Replacement" to potentially avoid charges associated with "Sold" type shipments. A blank commercial invoice template can be downloaded here for your convenience.
• Tracking and Communication: To facilitate the return process, please share all tracking information with us by emailing shipping@pentalabs.com. If you have any questions or uncertainties regarding the return or RMA process, our support team is available to assist you via email at shipping@pentalabs.com or by phone.
• Additional Guidance: Should you require further assistance with your shipment, please consult your local shipping professional (e.g., FedEx, DHL). We aim to collaborate with you to ensure a secure and efficient return experience. By adhering to the instructions provided by Penta Laboratories and your chosen courier, you can help minimize delays and expedite the process.

Exclusions: Our Free-Shipping offer is not valid on:

• Phone orders
• International shipments
• RFQ/RFP (Request For Quote/Pricing) Pricing and Estimates
• The following products and brands:
  • Machlett Products
  • Thomson CSF Products
  • Medical grade vacuum tubes and devices
  • Defense and Avionics qualified devices
  • All CW-Magnetrons up to 125kw
  • Any Industrial Tempering System parts and components, including but not limited to: new and remanufactured circulators, capacitors, and diodes.

Disclaimer:

We reserve the right to modify or discontinue this free shipping policy at any time without prior notice.

Additional Information:

• Please ensure that you provide accurate shipping information to avoid delays or additional charges.
• We are not responsible for lost or stolen packages once they have been delivered.

Contact Us:

If you have any questions or concerns about our shipping policy, please don't hesitate to contact our customer service team.

By placing an order on our website or by phone, you agree to the terms and conditions of this shipping and warranty policy.