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 STRONGLY ADVOCATES THAT YOU DISCONTINUE USE OF ALL PRODUCTS THOUGHT TO BE DAMAGED. Continuing to run these items without proper diagnosis can result in additional malfunction, unrepairable damage to the product, damage extending to the vehicle and entire on-board electronics, and/or fire.

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.This warranty does not cover incorrect installation, incorrect use of product, components worn by use, tampering, or damage caused by a crash, flooding or natural disaster. Because Novak has no control over the connection and use of the product or other related electronics, no liability may be assumed nor will be accepted for any damage resulting from the use of the product. In no case shall the liability exceed the product’s original cost.  

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 all Novak customers.

Customers outside the US and Canada: For reduced shipping expenses, contact the Novak Distributor (click here for Novak distributor list) in your country for warranty and non-warranty service procedures.

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?                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 in-house service time for most items is approximately 7 working days (Monday-Friday) from the date Novak receives the product.

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. For quicker delivery to Novak, an expedited shipping service, such as UPS® Blue Label™ of FedEx® Overnight™, can be used.

PAYMENT: Customer is responsible for replacement cost and shipping fees. VISA and MasterCard are accepted as payment. The credit card number, cardholder’s name, 3-digit security card code, expiration date and billing address zip code are required.

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.

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. There will be a shipping charge for units shipped to Alaska, Puerto Rico and other countries outside the U.S. Refer to Shipping Fee Chart.

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
• Product has damage due to a burned stator
• Any other warranty provisions have been voided (refer to product's instruction manual, for more information)
• 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 $50.

*Additional shipping fees will be added for Canada, AK, HI, PR and any other country outside the U.S.

Novak offers a comprehensive trade-in program for current and discontinued products. Customers have the option of replacing, exchanging or upgrading their products. If your product is not listed in one of the trade-in groups, you are eligible for Novak's Legacy Lifetime Trade-In Program. In this program, you can trade in any Novak-discontinued motor or speed control and upgrade to any available motor or ESC listed within the trade-in program. Additionally, Novak offers an extensive selection of factory-remanufactured products with new 120-day factory warranties that is a great alternative to the trade-in program.

To return a product for replacement, download the Non-Warranty Service Form and complete all of the information.

DOWNLOAD NON-WARRANTY SERVICE FORM

Factory-remanufactured products pass the same testing parameters as new products and include a new 120-day warranty, accessory kit and instructions. To view the Non-Warranty Trade-In Program prices, click on one of the links below:

• Speed Controls
• Brushless Motors
• Other Novak Product

Warranty Drop-Off: In addition to mailing product in to be serviced, customers can also drop off their product at the Novak facility. Before bringing in your product, please be sure to bring with you all appropriate documentation, which includes a valid, dated sales receipt and a completed Warranty Service form, if the item is under warranty. When your warranty item is ready, Novak will call you and either mail it within 3-business days or you can pick up your item.

Non-Warranty Drop-Off: If your item is non-warranty, Novak can trade it in for a replacement, exchange it for a similar model or upgrade it. Note: It may be helpful to call ahead to ensure that your item or the item that you wish to upgrade to is in stock. As long as the product is in stock, it will be available to you within one hour. Otherwise, Novak will mail you your new item within 3-business days.