FAQ: Technical Support

Our Tech Support team is available Monday through Friday, 6:00am – 6:00pm MST, at (303) 215-9171.

• For technical support, parts, and questions related to your machine, you can email Tech@EpilogLaser.com.
• For billing questions including copies of invoices, reach out to TSInvoicing@EpilogLaser.com.
• For inquiries on the status of an RMA, return, or refund, email TSReturns@EpilogLaser.com.

Payments can be made via credit card, check, ACH, or bank wire. Credit card payments should be made over the phone at (303) 215-9171 or using Epilog’s pay form link. Check payments should be mailed to:

For wire and ACH instructions*, please email TSInvoicing@EpilogLaser.com. Please note, Epilog Laser is not responsible for any wire or ACH fees incurred by your bank. *Due to an uptick in wire fraud, we urge you to call to verify any wiring or ACH instructions before use.

Taxes are collected based on the ship to address of your order. If you are a registered tax-exempt organization in this state, please provide your tax-exempt documentation to TSInvoicing@EpilogLaser.com and we will work to issue a credit within three business days.

Orders typically ship within 24 hours for items in stock. Epilog will contact you if any items on your order are out of stock.

Epilog offers free “Standard” shipping via UPS which is 2-5 business days depending on location. Upgrade to Next Day Air, Saturday delivery or Early AM is available for $50.00.

Certain items are required to be returned to Epilog Laser regardless of warranty status. When you place your order, the technician will let you know that an item on your order is an RMA item. Common 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. At the time when you place the order, there will be a line item on your order for the core value. The order total including the core charge will be charged to your credit card up front. RMA parts are taxable and will include sales tax as appropriate on both the purchase and refund.

Core charges are eligible for refund if the item is returned within 90 days of the core invoice. Epilog Laser provides prepaid UPS return labels to all domestic customers for these returns. For international customers, Epilog Laser can provide our UPS account #. Please note, for international customers, Epilog Laser only pays for the return freight for warranty replacements. Non-warranty cores that are returned using the Epilog UPS account will be invoiced at our cost for the return shipping. Please reach out to TSReturns@epiloglaser.com to obtain our UPS account number.

If your package is lost or damaged in transit, we will reach out to you with additional instructions. If it was returned using one of our pre-paid labels, we will 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 full value of your RMA core charge if you opt to use your own shipping method.

To check on the status of an RMA or refund, reach out to TSReturns@EpilogLaser.com.

US Customers – If you are returning an item that we have specifically noted as an RMA item, and you are a domestic customer, please use the pre-paid UPS return label that we have provided. If you do not have a label, reach out to TSReturns@EpilogLaser.com 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 responsibility of the customer. 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 full value of the items and use a trackable service.

Ship all returns to:

To check on the status of an RMA or refund, reach out to TSReturns@EpilogLaser.com.

International Customers – Epilog Laser is willing to provide free return shipping on RMA items that were shipped to you under warranty. For non-warranty items, or any item being returned outside the RMA program, customers are responsible for the cost of the shipment. If you would like Epilog Laser to pay for your return shipment, please contact us to get our UPS account # – if the returned items were not RMA parts under warranty, Epilog Laser will invoice you for the cost of this return shipment on our account. Please note, if you use our UPS account, we will take the responsibility of filing claims and working with UPS in the event that the package is lost or damaged in transit. For any other carrier, or any other UPS account, the customer is responsible for filing claims if lost or damaged in transit. 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 full value of the items and use a trackable service.

Ship all returns to:

To check on the status of an RMA or refund, reach out to TSReturns@EpilogLaser.com.

Once your return or RMA has delivered to Epilog Laser, please allow 3 business days for us to process the item(s).

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

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

To check on the status of an RMA or refund, reach out to TSReturns@EpilogLaser.com.

Part installation instructions, calibration procedures, and other technical articles can be found at: https://support.epiloglaser.com

Reach out to our Tech Support team, and they will be able to assist you. They can be reached at (303) 215-9171 or Tech@EpilogLaser.com.

Item(s) need 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 where items will need to be installed for troubleshooting purposes and take this into account when reviewing the condition upon return. Prior to returning any items, please reach out to TSReturns@EpilogLaser.com and we can provide you with an RMA number to ensure timely processing of your return upon receipt. Please note, the cost of the return shipping is the responsibility of the customer. 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 full value of the items and use a trackable service.

Please send an email to TSInvoicing@EpilogLaser.com as soon as you realize the delay. We only have 5 business days to file a claim with the carrier and push for a delivery. If we cannot get the carrier to deliver this package within a timely manner, we will get a second shipment sent out while we work with the carrier to resolve the issue.

Reach out to our Tech Support team, and they will be able to provide an additional order to get the correct items shipped out to you. They can be reached at (303) 215-9171 or Tech@EpilogLaser.com.