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Technical Support

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FAQ: Technical Support

Below you’ll find answers to the questions we get asked the most when it comes to billing and technical support.
What hours is tech support available?

Our Tech Support team is available Monday through Friday, 6:00 a.m. to 5:00 p.m. MST. To open new cases and access our support services, please submit a Ticket at www.epiloglaser.com/submit-ticket

What payment types do you accept?

Payments can be made via credit card, check, ACH, or bank wire.

Epilog Laser will always provide your order details before collecting payment information to prevent fraud. If the caller cannot provide this information, please disconnect and contact Epilog Laser directly.

  • Credit Card: payments should be made using the Tech Support Payment Options form. We will never request your payment information via email. Payments will be collected over the phone after your order has been verified.
  • Check: payments should be mailed to Epilog Laser, 16371 Table Mountain Pkwy, Golden, CO 80403.
  • Wire and ACH: For wire and ACH instructions, please contact us via www.epiloglaser.com/submit-ticket and submit a Ticket.
    • Please note that Epilog Laser is not responsible for any wire or ACH fees incurred by your bank.
My invoice or quote shows taxes, but we are a tax-exempt organization; how do I get this refunded?

Tax collection is based on the shipping address of your order. If you are a registered tax-exempt organization in this state, please provide your tax-exempt documentation via a ticket at www.epiloglaser.com/submit-ticket. If you need any assistance, please get in touch with our support team. Once we have verified your exemption, we will process the credit within three business days.

When will my order ship after I have placed it?

Orders are shipped Monday-Friday; in-stock items within 24 hours. Epilog Laser will notify you of any out-of-stock items.

What shipping methods are available?

Epilog offers free “Standard” shipping via UPS, which takes 2-5 business days, depending on location. An upgrade to UPS Next Day Air is available for $50; for Saturday delivery or early AM delivery, the upgrade is $110. Our international customers will receive UPS WorldWide saver for $220.

How do core payments work for RMA items?

Certain items are required to be returned to Epilog Laser regardless of warranty status. When you place your order, the technician will inform you that an item on your order is an RMA item. Standard items are motherboards, laser tubes, and power supplies. When you receive your new component, we ask that you return the used/faulty one to Epilog Laser. This used/faulty part has a value tied to it, usually ranging from $400 up to $3,000. When you place the order, there will be a line item for the core value of your order. The order total, including the core charge, will be charged to your credit card upfront. RMA parts are taxable and will include sales tax as appropriate on both the purchase and refund.

Core charges are eligible for a refund if the item is returned within 90 days of the core invoice. Epilog Laser provides prepaid UPS return labels for these returns to all domestic customers. For international customers, Epilog Laser can provide our UPS account number. Please note that for international customers, Epilog Laser only pays for the return freight for warranty replacements. Non-warranty cores returned using the Epilog Laser UPS account will be invoiced at our cost for the return shipping. For details and the UPS account number, please get in touch with us via www.epiloglaser.com/submit-ticket and submit a Ticket.

If your package is lost or damaged in transit, we will contact you with additional instructions. If returned using one of our pre-paid labels, we would file a claim with UPS to be reimbursed for the core value. If it was returned using any other method, we will invoice you for the value of the core. In turn, you can file a claim with the carrier. Therefore, we urge you to insure the package for the total value of your RMA core charge if you opt to use your shipping method.

To check on an RMA or refund status, please get in touch with us via www.epiloglaser.com/submit-ticket and submit a Ticket.

How do I ship my return or RMA item?

US Customers – If you are returning an item that we have noted explicitly as an RMA item and are a domestic customer, please use the pre-paid UPS return label we provided. If you do not have a label, please get in touch with us via www.epiloglaser.com/submit-ticket and submit a Ticket for a PDF return label. For all other domestic returns, customers are asked to return using a method of their choosing. Please note the cost of the return shipping is the customer’s responsibility. If the item is lost or damaged in transit, Epilog Laser is not responsible for the value of the items. Therefore, we encourage you to get insurance on your return shipment for the total value of the items and use a trackable service. Ship all returns to Epilog Laser, 16050 Table Mountain Parkway, Suite 300, Golden, CO 80403.

International Customers – Epilog Laser provides free return shipping on RMA items shipped to you under warranty. For non-warranty returns, Customers have two choices:

  • Return via a service of your choosing
    • Epilog Laser is not responsible for the value of the items if lost or stolen. Therefore, we encourage you to get insurance on your return shipment for the total value of the items and use a trackable service.
    • Ship all returns to Epilog Laser, 16050 Table Mountain Parkway, Suite 300, Golden, CO 80403
  • Return via the Epilog Laser UPS account
    • You will be invoiced for the cost
    • We will take the responsibility of filing claims and working with UPS if the package is lost or damaged in transit
    • For account information and details, please get in touch with us at www.epiloglaser.com/submit-ticket and submit a Ticket.
    • Ship all returns to Epilog Laser, 16050 Table Mountain Parkway, Suite 300, Golden, CO 80403.

To check on an RMA or refund status, please get in touch with us via www.epiloglaser.com/submit-ticket.


How do I get a refund for a return or RMA item?

Once your return or RMA has been delivered to Epilog Laser, please allow three business days for us to process the item(s).

If your RMA is returned within 90 days, we will email you a credit memo and refund. This will include the original invoicing details, credit details, and the refund if it was charged via credit card. We will work with you to determine the best refund option if it was paid using a different method.

If you are returning items for credit you did not need in your repair; please allow up to a week for processing. We will send you a credit confirmation email outlining the parts received and their respective credits. If the item was initially paid via credit card, your refund will be issued to that same credit card. We will work with you to determine the best refund option if it was paid using a different method.

To check on the status of an RMA or refund, please get in touch with us via www.epiloglaser.com/submit-ticket

Who should I contact if I need additional parts, help installing them, or more technical support?

Part installation instructions, calibration procedures, and other technical articles can be found at: www.epiloglaser.com/submit-ticket

Our tech Support team can assist you. Please get in touch with us via www.epiloglaser.com/submit-ticket to submit a Ticket.

What is your Parts return policy?

Item(s) must be received at our warehouse within 90 days of the original purchase, and item(s) must be in like-new condition. We understand there are times when items need to be installed for troubleshooting purposes, and we consider this when reviewing the condition upon return. Before returning any items, please get in touch with us via www.epiloglaser.com/submit-ticket, and we can provide you with an RMA number to ensure the timely processing of your return upon receipt. Please note the cost of the return shipping is the customer’s responsibility. If the item is lost or damaged in transit, Epilog Laser is not responsible for the value of the items. Therefore, we encourage you to get insurance on your return shipment for the total value of the items and use a trackable service.

My package is lost in transit, shipping to the wrong address, or delayed; how can I get my order delivered?

Please get in touch with us via www.epiloglaser.com/submit-ticket as soon as you realize the delay. We only have five business days to file a claim with the carrier and push for a delivery. If we cannot get the carrier to deliver this package promptly, we will send a replacement shipment while we work with the carrier to resolve the issue.

My order arrived but was damaged, broken, missing item(s), or the wrong part. How do I get a replacement?

Contact our Tech Support team, and they can create an additional order to ship the correct items to you. Please get in touch with us via www.epiloglaser.com/submit-ticket and submit a Ticket.

What are Epilog technicians unable to assist with?
  • We cannot assist with Epilog Laser Software installed on unsupported operating systems.
    • Supported Operating Systems include Windows 7/8/10/11, which are required to use the Epilog Software Suite.
    • MacOS is not supported currently.
  • We cannot provide support for Epilog Laser devices or software that is used in a manner inconsistent with general instructions in the owner’s manual.
  • We cannot assist with modifications to machines, drivers, firmware, and software that are not supported.
  • For information on laser engraver availability, pricing, order lead times, and product end-of-life. Please contact your local Epilog distributor.
  • For CorelDRAW, Adobe Illustrator (AI), or Photo Laser Plus (PLP) support, please contact the software manufacturer for assistance:

Contact our Applications Lab

We’ll work to answer your questions. Once we’ve determined laser testing is in order, samples can be submitted for testing.


To help us test, we’ll ask you to send us:

  • A brief description of shape, size and location of mark
  • Graphics or logos are welcome, just make sure they’re of high resolution
  • A few extra blanks (if possible) to fine tune the application
  • We’ll put together an extensive report to send back with your parts that discusses the techniques we used to mark the parts, our machine recommendation, and much more

Please send samples for testing to our Applications Lab:

Epilog Laser Applications Lab
16100 Table Mountain Parkway, Suite 300
Golden, CO 80403