FAQs

How Do I Obtain Warranty Service?

Please contact customer service first to perform some basic troubleshooting. Oftentimes problems are not the cause of defects and can be resolved over the phone. You may also fill out a service request form under the "Warranty and Support" menu above.  

Is Cross Shipping Warranty Exchanges Allowed? 

For machines under 100 lbs that do not require on-site service, our general policy is to have you return your machine to us first for evaluation. Under very specific circumstances we will allow cross-shipping an exchange. In these cases, a credit card authorization is required which authorizes us to charge your credit card the full MSRP price of your item if we do not receive your return within 15 days from the time your RMA is issued.

If your customer service representative authorizes an Advanced RMA, you will need to download the credit card authorization below, fill it out, and return the completed form to us before a replacement item is sent.

ADVANCE RMA CREDIT CARD FORM

Always contact customer service to receive an RMA number first. If an advanced exchange is authorized, download the credit card authorization form, fill it out per customer service instructions, then e-mail or fax the completed form  back to us. If your return is not received within 15 days from the day your RMA is issued, we will charge the full MSRP price of the equipment to your credit card.

I Need To Order Replacement Parts, How Do I Obtain Parts Breakdowns?

Please contact customer service first to obtain password credentials for the parts breakdowns page. Our general policy is to provide access only to authorized service agents or customers who have registered their warranty. You may also submit a request via the contact us form.

I Have Lost My Product Manual, How Do I Obtain A Copy?

Please contact customer service first to obtain password credentials for the product manuals page. Our general policy is to provide access only to authorized service agents or customers who have registered their warranty. You may also submit a request via the contact us form.

I Just Bought A New Meat Grinder And Notice Sometimes There Is Grease Coming Out From A Small Pinhole At The Top Of My Motor (AE-G12NM/AE-G22NM), What Should I Do?

All of our meat grinder motor transmissions are packed full with lithium grease during manufacturing. On occasion, the transmission may have slightly more grease than necessary to run the machine and to relieve any pressure caused by the additional grease, a small pinhole exists at the top of the machine away from any food contact surfaces. When the machine is new, grease may sometimes come out of the small pinhole during the break-in period. This is completely normal and nothing to be concerned about. Simply wipe the grease away, and once the break-in period ends, no more grease should come out. The more you use the machine, the sooner the break-in period will complete and the grease will settle inside the transmission casing.

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