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Home  /  Technical Support  /  FAQ: Tech Support
Tech Support: (+1) 303-215-9171
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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, 7:30a-4:30p MST, at (303) 215-9171.

I provided a credit card at the time of payment, but my invoice shows a balance due, what happened?

Invoices will always show a balance due, even with a credit card payment. If the terms on your invoice show “Credit Card” we will automatically apply your credit card payment within 24 hours. If the amount currently pending on your credit card is higher than the amount listed on your invoice, we will settle the amount for less to match your invoice exactly.

What payment types to you accept?

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. Check payments should be mailed to:

Epilog Laser
16371 Table Mountain Pkwy
Golden, CO 80403

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.

My invoice or quote shows taxes, but we are a tax-exempt organization, how do I get this refunded?

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 two business days.

There are two pending amounts on my credit card, and neither of them match the invoice amount. Why not?

In some cases, we are not aware of the final tax amount to be collected on an order, until AFTER it is shipped and invoiced. Consequently, we pre-authorize a flat 10% addition to the credit card to ensure we can cover these taxes. As an example, if you ordered $100 of parts, but your credit card shows an authorization of $110, and your invoice shows $107 is due, we will settle your card within 24 hours of invoicing to match your invoice correctly. Your credit card will ultimately show a settlement for $107.

The second authorization you may see on your credit card is likely $400, $450, $2,055, $2,305, $2,505, or $3,000.00. This is for a core item. “Core” charges, or “RMA” charges, are for items that we require you to return. If the return is not received within a timely manner, this charge will be invoiced, and subsequently settled against this pending authorization on your credit card. For additional information, please see “How do core payments work for RMA items?”

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 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, the technician will require you to place a pending charge on your credit card for the core value. We subsequently ask that you return this core item within 7 days of receiving the new item. If the core is returned during this 7-day period, then the core charge is voided off or your credit card, having never been settled. If the core is not returned within a timely manner, we will invoice you for the value of this core item. Once the invoice is created, the payment will settle against your credit card within 24 hours.

Core charges are eligible for refund if the item is returned within 60 days of the core invoice. Epilog Laser provides prepaid UPS return labels to all domestic customers for these returns. For international customers, please contact us for our UPS account number. 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.

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.

How do I ship my return or RMA item?

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:

Epilog Laser
16050 Table Mountain Parkway, Suite 300
Golden, CO 80403

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 for the UPS account number – 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:

Epilog Laser
16050 Table Mountain Parkway, Suite 300
Golden, CO 80403

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

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

Once your return or RMA has delivered to Epilog Laser, please allow 1-3 business days for us to process the item(s).

If your RMA was returned within a timely manner, and you have NOT previously been invoiced for your RMA, then we will simply void the pending transaction on your credit card. You should not see a charge, or a refund in this case. We will send you an email confirmation once this core charge was voided so you know this has been formally closed on your account.

If your RMA was returned, but was previously invoiced, then 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.

RMA returns are due within 7 days of receipt. I need more time than that, how should I proceed?

Please email TSReturns@EpilogLaser.com to request an extension. An extension will be provided where possible.

I need additional parts, help installing parts, or more technical support, who should I reach out to?

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.

What is your return policy?

Item(s) need be received at our warehouse within 60 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.

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

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.

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

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.

Epilog Laser Technical Support will provide assistance in all types of inquiries except the following:

  • Information on Laser Engraver availability, pricing, order lead times, and product end-of-life. Please contact your Authorized Distributor.
  • Epilog Laser Software installed on unsupported operating systems.
    • Supported Operating Systems – Windows 7/8/10 is required to use the Epilog Software Suite
    • MacOS is not supported at this time
  • Epilog Laser devices or Software used in a manner inconsistent with general instructions in the User Guide
  • Modifications to Machines, Drivers, Firmware, and Software are not supported
  • For Materials Testing and Recommendations please contact our Applications Lab.
  • For CorelDRAW, Adobe Illustrator (AI), or Photo Laser Plus (PLP) support, please contact their support.
    • CorelDRAW – https://www.corel.com/en/support/
    • Adobe Illustrator – https://helpx.adobe.com/supportl
    • Cadlink – EngraveLab PhotoLaser Plus – https://www.cadlink.com/product-support/engravelab/