Technical Support & Warranty Assistance

At JOE CEPEDA INSTITUTE, we are committed to helping our clients with any technical issues, warranty claims, or damage reports related to their machines and devices. Please review the information below before submitting a support request.

Our team will respond to all requests in the order they are received. Please allow up to 48 business hours for a reply.

Warranty & Damage Claim Policy

All devices are covered by a 3-6 OR 12 Months Limited Warranty, starting from the date of purchase. Please refer to our policies.

Warranty covers manufacturing defects, electrical malfunctions, and parts failures not caused by misuse or negligence.

Devices or items damaged during shipping must be reported within 7 natural days of delivery.

Any damage, dents, or handle issues reported after this period will not be covered under warranty.

Important: If a device is later restricted or banned by Canadian or provincial regulations, no refund or cancellation will be granted, as per our Refund & Compliance Policy.

How to Submit a Claim

To request warranty validation or report a damaged item, please complete our Warranty Claim Form. You will be asked to provide:

1.- Full Name & Contact Information.

2.- Order Number / Invoice.

3.- Proof of Purchase (receipt or invoice copy) with the date of purchase.

4.- Photos or videos of the damage/issue.

5.- Description of the problem.

Once submitted, our technical support team will review your request. You will receive a response within 48

business hours with the next steps.

Repair & Replacement Process

If your claim is approved, you may be asked to ship the device to our Calgary campus for inspection.

After inspection, we will confirm whether the device will be repaired, replaced, or serviced under warranty.

Return shipping costs may apply depending on the nature of the issue.

What is Not Covered

Damages due to misuse, accidents, or unauthorized repairs

Cosmetic damage (scratches, dents) after the 7-day reporting period

Damage caused by improper voltage, lack of maintenance, or failure to follow user manuals

Products that have expired warranty coverage

Need Help Fast?

Before submitting a claim, check our User Manuals and Training Portal, which include troubleshooting guides for common issues. This may help you solve the problem right away.

How to Reach Our Technical Support Team

We’re here to help you with warranty claims, damaged devices, or technical questions.

Email: warranty@joecepedainstitute.com

Phone: 403-719-9000 (Extension 0)

Hours of Operation: Monday – Saturday, 9:00 AM – 5:00 PM (MST)

Campus Support Location: 9805 Horton Rd SW, Calgary, Alberta. 

For the fastest and most complete support, we strongly recommend submitting the Warranty/Technical Support Form available on this page. This allows our team to properly review your case, see photos or videos of the issue, and provide a more detailed solution.

Get in touch now

Drag & Drop Files, Choose Files to Upload You can upload up to 2 files.
Proof of Purchase Requirements If the purchase was made by: • Flexiti: Provide the purchase receipt sent to your email by Flexiti. • E-transfer: Send a photo or screenshot of the e-transfer confirmation. • Website: Provide the order number from your online purchase. • Invoice (Clover): Send a copy of the invoice we issued through Clover.
Drag & Drop Files, Choose Files to Upload You can upload up to 4 files.
If your package or product/device suffers damage during transportation, you must provide clear photos or videos of the damage/issue. Please ensure the photos or videos clearly show: • The damaged part(s) of the product/device • The packaging, including any visible dents, tears, or holes • The shipping label on the box
Drag & Drop Files, Choose Files to Upload You can upload up to 4 files.
A short video showing the device issue in action may be required. This video should clearly demonstrate the problem as it occurs (for example: the device not powering on, unusual noises, error messages, or malfunction during normal operation).