Frequently Asked Questions

What is a Solotech Certified Used Product?

LEADER   

Solotech is a global leader in AV and Entertainment Technology and ranks among North America’s Top 10 systems integrators.  A guarantee of confidence in your customer experience on our Online Store.  

EXPERTISE  

Each product on our Online Store is backed with true expertise, whether it’s in audio, video, lighting, rigging, soft goods or conferencing and collaboration systems. All products have been carefully selected to suit the needs of the different markets where we are active and renown: corporate, education, live music, houses of worship, theatres and much more. Check out our « Our Work » page to find out more about our core expertise in Live Productions and Systems Integration.  

SECURE E-COMMERCE PLATFORM  

We are proud to offer you a truly secure online platform (Scalefast), which is used globally by multiple companies.  

FREE SHIPPING ON MOST ORDERS 

We are happy to offer a special promotion for a limited time: free shipping within Canada for orders over $39CAN, applicable on multiple products*. Some conditions may apply, consult our Shipping Policy for more details.  

SERVICE IN FRENCH AND ENGLISH 

As a Quebec-based and Canadian company, Solotech is proud to offer service, communications and product descriptions in both official languages.  

SERVICE PLANS AND WARRANTIES 

Used Gear: We know our gear and trust its high quality. That is why we offer you a 90-day Solotech warranty on all used gear equipment sales. All gear is rigorously inspected and tested before being put up for sale.  

New gear: In addition to the manufacturer’s warranty, we offer a free 90-day service plan for all new gear. This will provide you with any technical assistance you may need to best utilize your new equipment and ensure a good relationship between you and the manufacturer to have any repair or warranty honored via Solotech. Some restrictions apply, contact our Customer Service for more information. 

RENTAL, AND DESIGN/INSTALL OPTIONS  

We offer you the possibility to rent certain equipment showcased on our website (at least an equivalent) before proceeding with your purchase.  

Also, should the product you are purchasing require professional design and installation services, Solotech will gladly assist with any project type or size. Contact us for more details.  

What is the origin of the products sold on the Solotech Online Store?  

New products:  

Solotech Online Store offers new audiovisual products sourced from renown manufacturers. When you buy a new product, the manufacturer’s warranty applies.  

Should you also need installation services, Solotech will be pleased to provide you with a quote. Contact us for more details.  

Used products:  

On the Solotech Online Store you will find used, high quality, professional audiovisual and entertainment technology equipment. Some of these in-demand products, now available at a reduced price, have been used during tours and projects of renowned artists. 
All used equipment is rigorously evaluated and tested by our experts before being certified to be put on sale. 

What type of products can I find on the Solotech Online Store? 

We currently offer a large selection of new and used audio, video, lighting, rigging and soft goods products. 

If you are interested in buying a product labelled « USED » in a new condition, contact us. We will make the necessary arrangements to procure it for you at a competitive price.  

We are constantly adding new products on our Online Store. Stay easily informed of all our new additions and promotions by signing up to our newsletter. 

What is the available quantity of a given product on the site? 

NEW GEAR 

If a new product is in stock, the product sheet will indicate « In stock ». 

Otherwise, we will need to place your order with our manufacturers. Such order will be placed in priority to respect the delivery delay indicated on the product sheet. 

USED GEAR 

All used product sheets in the « Ready to Ship » section indicate if the product is in stock or not, along with the usual lead time expected for shipment.  

Otherwise, there are multiple items and variants of the used products shown in our pictures. Each item is available in limited quantities, which may vary daily. Unless otherwise specified, accessories and parts shown on the pictures are not included in the price. 

For any further question regarding Used Gear product availability, please contact us at store@solotech.com or by phone at 1–877–460-0132.  

How to know if new products or promotions are available on the Online Store? 

The best way to stay informed of any new products or promotions is to sign up to our newsletter. 

You may also follow us on social media, where we regularly publish content about our new products, offers and promotions: Facebook / Instagram  

Where can I find my order number?  

For orders completed online: Your order number can be found on both your order confirmation and shipping confirmation emails. If you’ve created an account on the Solotech Online Store, you can also find it in your order history.   

For orders completed through Customer Service over the phone or email: Your Solotech representative will provide you with your order number upon request.  

How can I modify or cancel my order? For any order modification or cancellation, please contact Customer Service at store@solotech.com or by phone at 1–877–460-0132. We will gladly assist you and find the best solution for your situation. You can also refer to our Cancellation, Returns, Exchanges and Warranties Policy for more details. 

Where do you ship? 

Currently, all online orders ship within Canada only.  

For orders completed through Customer Service via phone or email, other shipping options are available, including outside of Canada. We invite you to contact Customer Service at store@solotech.com or by phone at 1–877–460-0132 for more details. 

What are the shipping and handling fees related to online orders?  

Shipping and handling fees will be calculated at the time of purchase and displayed at checkout or quoted offline by our sales representatives. They vary based on the location of the delivery as well as the size and the weight of the product(s) ordered.  

Special promotions may apply on specific orders; please refer to our Shipping Policy for more details. 

Which carrier will ship my order?  

We usually use Purolator Routier as our main provider; however, the Solotech Online Store always reserves the right to select its carrier, based on items and location. Our goal is to offer the best option to suit your needs.  

I never received my package, what should I do? 

You bear the risk of loss or damage to any Product ordered as soon as they are shipped.  However, you can always communicate with Customer Service to see what can be done.  Please see our Terms and Conditions for all details regarding risk of loss. 

What is the return policy?  

If you are not completely satisfied with your purchase, we offer you the opportunity to return the products purchased within 14 days following its delivery. Returns will be accepted for refund, exchange or store credit (excluding restocking fee and shipping).  Some exceptions apply Please refer to the Terms of Use and our Cancellation, Returns, Exchanges and Warranties Policy for more details. 

Please note that, except for defective products, the return shipping fees are at the customer’s expense and that the returned products must be in the same condition as when they were received by the customer.  

To complete a return, please refer to the question “How can I return or exchange equipment?” 
Certain conditions and exclusions apply. Please refer to the Terms of Use and our Cancellation, Returns, Exchanges and Warranties Policy for more details.  

How can I return or exchange equipment?  

Before returning your equipment purchased from the Solotech Online Store, please contact Customer Service by email at store@solotech.com or by phone at 1-877-460-0132. 
The Customer Service team will be happy to assist you and give you all the instructions you need to complete a return or an exchange.  

Certain conditions and exclusions apply. Please refer to the Terms of Use and our Cancellation, Returns, Exchanges and Warranties Policy for more information.   

How do I claim the warranty?  

Please contact Customer Service by email at store@solotech.com or by phone at 1-877-460-0132. 
The Customer Service team will be happy to assist you and provide you with all the information regarding our 90-day warranty.  

Certain conditions and exclusions apply. Please refer to the Terms of Use and our Cancellation, Returns, Exchanges and Warranties Policy for more information.