Repairs? or returning your equipment
If you have faulty Podcatchers in need of repairs, you can send them to us, and we will replace them free of charge. As soon as we have received the Podcatchers, we will make sure to send you new players within 5 working days.
If you need the players on site ASAP for your visitors, we can send the return players upfront as soon as you can provide a shipping receipt to us.
How?
When sending hardware from abroad, please specify for the customs that your shipment contains “warranty goods for repair” or “return shipment of rental equipment”.
All hardware can be packaged in a box (or more boxes in case of big quantities). Please wrap the hardware carefully and make use of padding material to avoid damaging. Make sure to separate the Podcatchers and Beacons from each other while in a box.
The box(es) can be shipped to:
Guide ID
Attn.: Return Department
Leeuwenbrug 117
7411 TH Deventer
The Netherlands
When sending back (faulty) hardware, the best thing is to use a courier for the return shipment (e.g. UPS, FEDEX etc.). When using the local mail, it can take a long time before we receive the hardware. Please let us know the shipment is on its way (preferably with a track & trace) and always make sure to add the sender’s details (who is sending the package to us) and to add the value of the package. For Podcatchers this value is 33 euros per piece, Beacon Lite 7 euros per piece, Beacon Pro 13 euros per piece, Brainbx 33 euros per piece and Basecamp 133 euros per piece.
Make sure to specify our email adres; helpdesk@guide-id.com when sending a package to avoid the package being send back to you and double your shipment costs.