Repair Return Instructions

Should your device require repair, please contact us via email at info@mindalive.com or phone (780) 465-6463 or toll free in Canada and US 1(800) 661-6463 to obtain a warranty/repair authorization number and important shipping instructions. 

To ensure that your equipment reaches us, is repaired, and returned to you, in the most prompt and efficient manner, you will need to do the following:

  • Be sure to surround the equipment with at least one inch of tight packing on all sides in a strong carton. Neither Mind Alive Inc. nor courier companies will pay for damage incurred by poorly packaged goods.
  • Include a brief written note describing the problem.
  • Please provide a daytime phone number where we can reach you.

If sending from outside Canada, you will be required to complete a customs form requesting a description of the goods. Be sure to list the contents as "ELECTRONIC GOODS BEING RETURNED TO THE COUNTRY OF ORIGIN FOR REPAIR UNDER WARRANTY". Use the harmonization code 9813.00.00.97 and value the goods at $100.00 per unit. Failure to properly complete customs and shipping documents may result in additional brokerage and duties charges.

Any postage, insurance and shipping costs incurred in returning equipment for service or repair are the responsibility of the customer. We recommend that you choose a method of shipment that will allow tracking or tracing. We cannot be responsible for lost shipments.

For US customers:  We have found that expedited mail is both economical and very reliable. It takes approximately 7 to 10 days.  Be aware that ground couriers do not include brokerage fees in their quoted pricing.  The customer is responsible for all brokerage fees, duties and taxes.  Equipment will not be returned to the customer until these charges have been paid. 

For repair, return to:

Mind Alive Inc.

6716 – 75 Street, NW

Edmonton, Alberta Canada

T6E 6T9

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6716 - 75 Street NW, Edmonton, Alberta T6E 6T9 Canada / Phone: 1-800-661-MIND or (780) 465-MIND (6463)