Novak is pleased to provide our customers with an abundant amount of technical information, which is located in the Technical Info section of our Web site. Trouble-shooting for individual products is also available in each product’s instruction manual. If needed, replacement manuals are available for download (See Quick Links above). If you still require technical assistance with your Novak product, you may contact our Customer Service Department either by phone, fax or e-mail.

Novak guarantees each product to be free from defects in materials and workmanship for a period of 120 days from the customer’s original date of purchase. To ensure customers receive a quality product, Novak puts each electronic product through a comprehensive series of tests before allowing the product to leave the Novak facility.

A complete warranty statement and product precautions are listed in the product’s instruction manual. The instruction manual is also available for download.

Novak offers Warranty and Non-Warranty service for customers in the US and Canada.

Customers outside the US and Canada Contact the Novak Distributor (click here for Novak distributor list) in your country for warranty and non-warranty service procedures. If a distributor is not listed, Novak will accept product for warranty and non-warranty service.

Important Note about "Grey Market"
Novak has distributors in most countries that sell, market and support Novak products. We encourage customers to purchase Novak products through their local Novak distributor. The Novak 120-day warranty is supported by Novak distributors for products that are purchased within their country. The 120-day warranty is not supported by Novak distributors for Novak products that are not purchased within their country (“grey market”). Because Novak does not provide warranty service for customers outside the US and Canada, it is important to purchase Novak products through local Novak distributors to retain the Novak product warranty. Customers can return products to Novak for service, but these transactions will only be eligible for non-warranty replacement (Refer to Speed Control, Brushless Motor and Other Novak Replacement Options Charts for replacement prices and Shipping Fees).

Because Novak products are part of an integrated R/C system, a product may appear to have failed when another problem exists in the system, such as a defect in the transmitter, receiver or servo, incorrect adjustments or installation. It is recommended that customers review the product’s instruction manual. and check the other components in the system.

Units received that operate normally will be charged a $25.00 service fee.

Checklist Before Sending in Novak Product for Service:

Review Installation Instructions (download instruction manual) Review the Trouble-Shooting Guide in the instruction manual Review the Precautions section in the instruction manual Review the product’s Warranty Statement in the instruction manual Check other components in the system (i.e. receiver, servo, battery and motor) for defects or incorrect installation

If it is determined that the Novak product requires service, determine if the product is to be sent for Warranty or Non-Warranty Service.

Checklist for Warranty Service:

Was product originally purchased within the past 120 days? (US and Canada customers only)                    Does product have a serial number? (located on the bottom or side of product)           Was product installed correctly? Were all precautions followed as stated in the manual?

If all of the above items are “Yes” and customer has the product’s sales receipt, refer to the Warranty Service section for instructions on returning your Novak product for service.

If any one of the above items is “No,” refer to the Non-Warranty Service section for instructions on returning your Novak product for service.

The service time for most items is approximately 7 working days from the date Novak receives the product. If the customer is in a hurry, we suggest using an expedited shipping service, such as UPS Blue Label or Federal Express Overnight.

It is strongly recommended that you ship your item with a carrier that can be insured or tracked to ensure that your item is delivered. Novak is not responsible for products that are not delivered.

If all of the answers to the above Warranty Service Checklist are answered “Yes,” download a Warranty Service Form and fill in all of the information. Attach a valid, dated sales receipt (or a previous Novak service invoice) that is dated within 120 days of purchase.
Note: An itemized store sales receipt is required. A credit card or bank statement is not a valid sales receipt.

For customers outside the US and Canada, contact the Novak Distributor in your country for warranty service. Products received from customers outside the US and Canada (Exception: there is not a Novak distributor in the customer's country) will not be eligible for warranty service. Non-warranty service guidelines will be followed.

DOWNLOAD WARRANTY SERVICE FORM

Novak will inspect products received for warranty service and determine if the product is serviced under the warranty provisions. 

Warranty Approved: If it is determined that the product has a defect in materials or workmanship and was purchased within the 120-day warranty period, the product will be replaced and returned to the customer at no charge. Customers in Canada, Alaska, Hawaii and Puerto Rico will be charged a UPS shipping fee.

Warranty Not Approved: If any of the following are determined, the product is not covered under warranty:

• Product does not have a serial number
• Product has damage due to incorrect installation and/or faulty soldering
• Product has damage due to incorrect use or application
• Product has damage due to exposure to water, moisture, or any other liquid
• Any other warranty provisions have been voided
• A valid, sales receipt within the 120 day warranty period is not received
• Product operates normally (this also applies to other cosmetic issues such as scratches on the motor)

If it is determined that the Novak product is not covered under Warranty, the product will be serviced under the Non-Warranty Service guidelines (refer to next section) and replaced per the customer’s instructions on the Warranty Service Form.

BRUSHLESS SYSTEM NOTE: Customers that are returning a Novak brushless system for warranty service are advised to send in both the speed control and the brushless motor.

• If it is determined that the speed control is covered under warranty: The speed control will be replaced and tested with the customer’s motor. The replaced speed control and customer’s original motor will be returned at no charge*.

• If it is determined that the motor is covered under warranty: The motor will be replaced and tested with the customer’s speed control. The customer’s speed control and the replaced motor will be returned at no charge*.

• If it is determined that both speed control and motor are covered under warranty: The customer’s speed control and motor will be replaced and returned at no charge.*

• If it is determined that the speed control and/or motor is not covered under warranty: The customer’s products will be serviced under the Non-Warranty Service guidelines. Note: for systems returned with valid product serial numbers and a valid sales receipts within the 120-day warranty period, if one of the items requires service and the other item operates normally, the $25 operates normally fee will be waived. In addition, if both of the items operate normally, only one $25 service fee will be charged instead of two.

*Additional shipping fees will be added for Canada, AK, HI or PR.

Novak offers several automatic exchange and upgrade options for current and discontinued products.

To visit Novak's Product Exchange/Upgrade Program, click here.