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This section is dedicated to answering Frequently Asked Questions about our customer service. For answers to your technical questions, please go to our Technical Information Page:
Before sending in your Novak product for service, we recommend that you review the Trouble-Shooting guide and all the instructions (instructions are available for download). As our products are part of an integrated system, your product may appear to have failed when other problems exist in the system--such as a defect in the transmitter, receiver or servo, or incorrect adjustments or installation.
If your item requires service, please download a current service form from our Download Section. Completing the information on the Service Form will help ensure proper servicing of your products.
For warranty work, you must complete the Warranty Service Form and attach a valid, dated sales receipt, or an invoice from previous service work.
How long does it take to service my product?
Our in-house service time is approximately 3-5 working days from the date we receive your item. If you are in a hurry, we suggest you send your item by a one or two day shipping service (such as UPS Red or Blue Label, or Federal Express Overnight).
How will my product be shipped back?
Your item will be shipped back UPS Ground service, unless another shipping method is requested on the Service Form. All international repairs are shipped via Air-Mail (UPS International is also available).
Will Novak still service my item after the warranty period?
Yes. We provide service options for all of our current and recently discontinued products. Applicable service charges will apply. Upon service completion, we extend the warranty period of your product for an additional 120 days.
How much does it cost to service my Novak product?
Items serviced under warranty are repaired or replaced at no charge if no warranty provisions have been voided (as listed in the product's instruction manual), and the item is within the warranty period (verified by a sales receipt or previous service invoice). Items serviced under warranty are shipped via UPS Ground service. Shipping charges will be applied if another shipping service is requested (i.e. UPS Next Day Air), or if the product is shipped outside one of the 48 continental U.S. states. For non-warranty work, the customer is responsible for all service charges (replacement, handling, and shipping charges).
How do I pay for my product replacement?
VISA and MasterCard are accepted for payment (card number, cardholder's name, expiration date, billing address, and security code must be provided on the Service Form).
Can I bring my product to Novak for service?
Yes. Our walk-in service hours are listed above. For warranty work, be sure to bring in your sales receipt or previous service invoice. Novak offers same-day product replacement for items that are currently stocked. To verify stock levels, please call our service department. Our building is located near the Orange County Airport. Our main cross streets are Red Hill Avenue and Alton. From the 55 Freeway, exit Dyer (go east on Dyer to Red Hill). Turn right on Red Hill, and then turn left on Alton. Go about 1/4 mile to Armstrong. We are located on the right-hand side of the street on the corner of Alton and Armstrong. [Go To Map]
Can I get schematics or purchase components to repair my Novak product?
No. We do not make schematics or any electronic components (i.e. transistors, regulators, etc.) available for purchase. There are several accessory items available, including replacement harnesses, wire, and heat sinks. Click here for available items.
Can I purchase products directly from Novak?
No. You can purchase Novak products through your local hobby dealer. If you are having difficulty finding Novak items, these can be purchased directly from Novak through our Shopatron Catalog. Look for the buy now! link on the product pages and on the price list page. You may also click on the link below to go directly to the online catalog.
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