Customer Service

Thank you for choosing a product from Carl Zeiss Sports Optics. We know you rely on our optics to increase your enjoyment of what you love to do; however, in the event you are experiencing a problem with your product, we want to do everything we can to make it right.

 

  • Repair Inquiry Form

    Repair Inquiry Form

    To ensure that your product is returned to you as quickly and conveniently as possible, please follow the instructions:

     

    1. Fill in the Repair Inquiry Form

    2. Print the confirmation e-mail

    3. Sign the repair form, enclose it with your product and send to:

     

    SERVICE ADDRESS FOR U.S.A.

    Carl Zeiss SBE, LLC
    Consumer Optics
    Attn: Sports Optics Repairs
    One Zeiss Drive
    Thornwood, NY 10594, USA

    SERVICE ADDRESS FOR CANADA

    Gentec International
    Attn: Service Center
    90 Royal Crest Court
    Markham, Ontario
    CANADA L3R 9X6
    Tel: 905-513-7733

    If you have any question before sending in your ZEISS product, please use the Customer Service Form first. 

    What happens, when I sent the product?

    We will then thoroughly examine your product. You will receive a cost estimate about the expected costs and can decide if we should do the work or not. We will inform you if the option exists to replace your product or offer you a new product with a surcharge. We will begin as soon as you tell us to do so. By the way: we often make minor repairs free of charge. In such cases, you will receive your serviced product instead of the cost estimate. 

  • Service & Repair

    Service & Repairs

    How it works, when things no longer work?

    To ensure that your product is returned to you as quickly and conveniently as possible please complete the Repair Inquiry Form and enclose a signed printout with your product. If you have any question before sending in your ZEISS product, please use the Customer Service Form to contact us.

    ZEISS recommends to return your product prepaid and insured (e.g. UPS, FEDEX, DHL). You will be notified in advance of any repair charges for the services being performed that are not covered under warranty.

    Our return method for shipping is UPS Ground unless otherwise requested. Expedited return shipping is available at the owner’s expense.

    All billable repairs must be paid in full prior to performing the repairs. Billable repairs are subject to return shipping charges via UPS Ground. Expedited return shipping is available at the owner’s expense. We accept the following forms of payment - American Express, VISA, Master Card, Money Orders and Checks. Checks and Money Orders may be sent to the U.S. address listed below. Repairs paid via check must clear the bank prior to repairs being performed on the product.


    SERVICE ADDRESS FOR U.S.A
    .

    Carl Zeiss SBE, LLC
    Consumer Optics
    Attn: Sports Optics Repairs
    One Zeiss Drive
    Thornwood, NY 10594, USA
    Tel: 800-441-3005


    SERVICE ADDRESS FOR CANADA

    Gentec International
    Attn: Service Center
    90 Royal Crest Court
    Markham, Ontario
    CANADA L3R 9X6
    Tel: 905-513-7733

    Service & Repair Information for Products outside USA/CAN

    Any product exported or sold outside the United States and Canada must be returned to the original point of purchase, with a copy of the invoice or your product registration information. CONQUEST Riflescopes purchased in Australia and New Zealand must be returned to their respective, local authorized ZEISS distributors.

    DO NOT return exported items directly to ZEISS from outside the United States. DO NOT return exported items directly to Gentec International from outside Canada. ZEISS and Gentec International cannot accept products from, or ship products to, locations outside the United States and Canada.

  • ZEISS Warranty

    US and Canada Limited Lifetime Warranty

    The Carl Zeiss Limited Lifetime Transferable Warranty
    (“Limited Warranty”)

    Subject to limitations on electronic components, camera electronics and accessories described below, your Carl Zeiss sports optics product (“Product”) is warranted against defects in workmanship or materials for the life of the Product. If a defect that is covered by this Warranty is found, Carl Zeiss will, at its option and without charge, either repair your Product or replace it with a Carl Zeiss product of comparable specifications and value. This Warranty is transferable.

    Victory PRF Products are not covered under a limited lifetime warranty, but are warranted against defects in workmanship or materials for a period of 2 years from the date of purchase.



    Limited Warranty Conditions for Electronic Components,
    Camera Electronics and Accessories


    Electronic components are warranted against defects in workmanship or materials for a period of 5 years from the original date of purchase. Camera electronics are warranted against defects in workmanship or materials for a period of 2 years from the original date of purchase. Carrying straps, lens caps, rubber armoring, plastic parts and similar accessories are warranted against defects in workmanship or materials for a period of 1 year from the date of purchase.

     

    Warranty Disclaimers and Exclusions
    This is the exclusive Warranty for the Products. All other warranties, expressed or implied, statutory or otherwise, including, without restriction, those of merchantability or of fitness for use, are excluded.

    Only products imported by Carl Zeiss Optical, Inc. and purchased in the United States or Canada from authorized Carl Zeiss Optical, Inc. dealers carry this Limited Lifetime Transferable Warranty. Carl Zeiss Optical, Inc. will not provide warranty service for products purchased through unauthorized dealers.

    This Warranty excludes claims for any special, punitive, incidental or consequential damages and does not cover damages due to the misuse, neglect, accidental damage, mishandling or alteration of the Product. Some states do not allow the exclusion or limitation of incidental or consequential damages. In such cases, the above limitations or exclusions may not apply to you.

    This Warranty is void, if damage is caused by the use of accessories not sold or authorized by Carl Zeiss Optical, Inc., or from service by persons not authorized by Carl Zeiss Optical, Inc. This Warranty does not cover claims resulting from natural disasters (e. g. floods, storms, fire), acts of war or terrorism and will not apply to damage arising from combat conditions, including but not limited to, damage due to firearms, explosives, nuclear, chemical, or biological weapons. It will be at Carl Zeiss’s sole discretion to extend service under this Warranty for damage arising from the above-mentioned conditions. Carl Zeiss’s obligation under this Warranty is limited to repair or replacement by equivalent product in working condition.

    Resale of Product and Export Restrictions
    Resale of this Product to anyone outside the United States of America is subject to export compliance and is not authorized by Carl Zeiss Optical, Inc.

  • No-Fault Policy

    ZEISS No-Fault Policy

     

    Every product we make is backed by an industry leading, limited lifetime, transferable warranty. In addition, on selected products we offer a No-Fault Policy. For these products we will repair or replace product damaged during normal and intended use, without charge to you, for the first five years of ownership. We want you to buy our products with the same kind of confidence they inspire in the field.

    Every product we make is backed by an industry leading, limited lifetime, transferable warranty. In addition, on selected products we offer a No-Fault Policy. For these products we will repair or replace product damaged during normal and intended use, without charge to you, for the first five years of ownership. We want you to buy our products with the same kind of confidence they inspire in the field.

    The No-Fault Polich applies to:

    • VICTORY SF binoculars
    • VICTORY HT binoculars
    • CONQUEST HD binoculars
    • VICTORY HT riflescopes
    • CONQUEST DURALYT riflescopes
    • CONQUEST HD5 riflescopes
    • CONQUEST DL riflescopes

     

    The No-Fault Policy is subject to the following conditions:

    • This is a USA and Canada “Policy” only, not a Warranty.
    • No Fault policy is only valid for 5 years from date of purchase.
    • It is only available to products registered with ZEISS within 60 days of purchase.
    • It is not available for damage caused by or suspected to have been caused by intentional abuse, fire, neglect.
    • Replacement products may be new, reconditioned, or of equivalent value and functionality.
    • The owner is responsible for shipping costs to ZEISS. Exchanged or repaired product returned to the owner will ship with standard ground delivery, free of charge to the owner.
    • It is only available for original owners: it is not transferrable.