FAQ
Frequently Asked Questions
GENERAL
1. Are you a distributor or dealer?
We are the North American division of Magnetar and the manufacturer of the product direct. When you interact with this website, you are interacting directly with Magnetar itself. No other websites are authorized to represent themselves as Magnetar and we are currently addressing known issues with ".us" domains in this regard.
2. Do you offer "refurbished" product?
Magnetar does not offer refurbished product, nor are there any dealers or distributors authorized to sell any product labeled as such. We do not recommend purchasing from anyone offering "refurbished" product.
3. Where are you located?
Our North American offices are located in Southern California, as is our warehouse, and repair facility.
4. Where can I buy your products?
Dealers can be found on our WHERE TO BUY page. Any currently authorized Magnetar dealers will be found on that page. You can also purchase direct via this website under the SHOP dropdown.
5. What are your support hours?
Email support is available 24/7/365. Telephone support is available Monday - Friday 8:30 - 5 PM Pacific time or outside of business hours by appointment.
6. What is the warranty on your products?
Magnetar products offer a 2 year warranty against manufacturer defects when purchased from an authorized Magnetar dealer. Product registration on this website including proof of purchase from an authorized dealer is required for any warranty claims. If you have any questions about whether or not a dealer is authorized, reach out to us for confirmation prior to purchase. Detailed and complete warranty information can be found here: https://www.magnetarusa.com/pages/warranty-information
ORDERING AND SHIPPING
When will I receive my order once it's been placed?
For the protection of our customers, please allow up to 1-2 days for processing and order verification (some orders require us reaching out to the customer).
Shipping generally takes 3-5 days in the Continental United States once an order is verified. Due to its size, you can generally expect your order in 5-7 days from time of order, carrier exceptions excluded.
Orders cancelled after shipment has commenced are subject to a 10% restocking/redirect fee to have the carrier return the shipment back to Magnetar for re-stocking.
Our complete shipping policy can be found here: https://www.magnetarusa.com/policies/shipping-policy
Title to Products
Purchases of product through magnetarusa.com are subject to a destination contract. This means that the risk of loss and title for these products passes to you upon the carrier's delivery to your ship-to address, and Magnetar is not responsible for any loss, theft or damage after delivery. Signature is required on all player shipments.
Forwarding Address Services
Magnetar does not ship to forwarding addresses or businesses providing these services. Orders placed with a delivery address to a forwarding service will be canceled.
RETURNS
What is your return policy?
Our return policy can be found here:
https://www.magnetarusa.com/policies/refund-policy
DEALER INQUIRIES
How can I become a dealer?
Prospective dealer/distributors can reach out to concierge@magnetarusa.com and the appropriate team member will reply within 24 hours with further details as to how to become a Magnetar authorized dealer.