PENTAX Imaging Company

Repair FAQ Categories:
Checking Status
Under Warranty Units
Expired Warranty Units
Sending Repairs

Repair FAQs: Checking Status

This web site will not let me check my repair status.

This web site is only for checking status on repairs sent to the main PENTAX Service Department in Colorado, 12000 Zuni Street, Suite 100B, Westminster, CO 80234.
If your repair status login will not work or you cannot access the repair status page, contact customer service at 1-800-877-0155.
If you have taken your repair to one of our outside authorized repair centers other than Pentax, you must contact them directly for repair status on your equipment.

I am a consumer, where is the repair order number and PIN located?

PENTAX direct consumers will need their REPAIR ORDER NUMBER and PERSONAL IDENTIFICATION NUMBER (PIN) found on the estimate or acknowledgement card sent by PENTAX to check repair status in this web site.
Note - These numbers only apply if your equipment is being repaired at the main PENTAX Service Department in Colorado
If you can't find or lost your repair estimate or acknowledgement, call or email Pentax at 1-800-877-0155 or info@pentax.com

I am a dealer, where is the DEALER ACCOUNT NUMBER and DEALER IDENTIFICATION NUMBER (DIN) located?

PENTAX dealers will need their DEALER ACCOUNT NUMBER and DEALER IDENTIFICATION NUMBER (DIN) found on the estimate or acknowledgement card sent by PENTAX to check repair status in this web site.
Note - These numbers only apply if your equipment is being repaired at the main PENTAX Service Department in Colorado.
If you can't find or lost your repair estimate or acknowledgement, call or email Pentax at 1-800-877-0155 or info@pentax.com

What does the repair status I see mean?

Waiting Approval : Pentax has sent you a repair estimate for your out of warranty units, and is waiting for you to approve the repair with payment.
In Process: You have approved the repair cost and paid for the repair, your units are now headed to our technicians for repair or are being repaired.
Estimate Refused: You have refused a the repair cost estimate, the equipment will be shipped back to you for free.
Ready to be Shipped: The equipment is packed by Pentax and waiting to be picked up by the shipper to be sent back to you.
Shipped: The equipment has left Pentax and is in transit back to you. On many orders you can click on the tracking number to see where your equipment currently is.

Repair FAQs: Still Under Warranty Units

What happens with my product under warranty?

If your one year or extended warranty period is still valid, or if the repair is covered under the terms of the warranty, your product will be repaired for free and you only need to pay for shipping the equipment for repair. If you have a Sport Optic product (binocular, spotting scope, or rifle scope) your product will be repaired after receiving the $19.95 shipping and handling charge required by the Worry Free Warranty. Repair time is approximately 15 - 20 working days after your equipment is received.

Repair FAQs: Expired Warranty Units

My warranty is expired.

If your one year or extended warranty period has expired, or if the repair is not covered under the terms of this warranty, we will send you a free repair estimate for your approval.
Upon your approval of the estimate (and payment in full), your product will be put in line for repair.
Repair time is approximately 15 - 20 working days after approval of an estimate.
Approvals may be given by phone, with payment by Master Card, Visa, or Discover, or by mail using a credit card or check/money-order.

How do I know if my warranty is expired?

You need to find your purchase receipt of the equipment or your extended warranty card you used to purchase a extended warranty.

After repair, what sort of warranty applies?

All PENTAX Imaging Company photographic repairs are warranted for one year from the date of repair.
All PENTAX Imaging Company professional photographic repairs (e.g. LX, 645, and 67) are warranted for six months from the date of repair.

I don't like the repair estimate, ship my equipment back!

If you decide not to have the out-of-warranty repair done by the PENTAX Service Department in Colorado, your un-repaired equipment will be returned to you at no charge. Outside authorized repair locations may have different rules regarding this.

Repair FAQs: Sending Repairs

Who can repair my PENTAX equipment?

Either the PENTAX SERVICE DEPARTMENT in Colorado, or
One of over a dozen outside authorized repair centers around the USA.
We only service the United States market (including U.S. territories). International customers seeking service must contact a Pentax representative in their own country/region.

Where do I ship my PENTAX equipment for repair?

Can I walk in or drop off my repair at the PENTAX Service Department in Westminster Colorado.

No, PENTAX can no longer accept any walk in or repair drop offs at our service facility, your equipment must be shipped.
Most outside authorized repair centers will allow you to drop off the repair in person.

What should I include when I ship the equipment?

A copy of your dated proof of purchase (sales receipt, charge slip, etc.). This is required for all warranty repairs, otherwise we will send you a repair estimate. Alternatively, if you own a Pentax Extended Warranty for your product, you can also include the appropriate registered Extended Warranty documents.
A note explaining the problem. Please include your address and day-time phone number.
Please make a note of the PENTAX model you are sending, along with the serial number (if available) for our records as well as your own.
Any sample prints, negatives, slides, or digital files showing the problem.

How do I prepare the equipment to be sent?

Package your PENTAX product carefully including only the equipment that needs to be repaired. Only included memory cards or photo samples if needed to show a problem, otherwise do NOT include memory cards, batteries, camera straps, or other items the technicians do not need.
Use a thick cardboard box. Do not use thin/flimsy cardboard boxes like shoe boxes.
Make sure the equipment is well padded with packing. Use newsprint, tissue paper, bubble wrap, or styrofoam peanuts to pad your equipment.
Use plastic bags to hold small parts/pieces so they are not lost.
Use packing tape to securely close the box to help survive shipping.

How long will it take to repair?

Normal warranty repair time is approximately 15 - 20 working days from the day we receive your product, not including shipping time back to you.
For chargeable repairs, repair time is approximately 15 - 20 working days from the date we receive payment.
The turnaround time may vary with the time of year and the volume of products we receive for repair.