Frequently Asked Questions

Why choose Solotech?

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. 

 

USED GEAR WARRANTY

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

 

RENTAL, AND DESIGN/INSTALL OPTIONS

We offer you the possibility to rent the 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 Customer Service for more details.

Products

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 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 [email protected] 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  

Orders

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 [email protected] 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.

Shipping

Where do you ship?

Currently, all online orders ship within Canada only. 

For orders completed through our Customer Service via phone or email, other shipping options are available, including outside of Canada. We invite you to contact Customer Service at [email protected] 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?
Solotech 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 out Terms and Conditions for all details regarding risk of loss.

Cancellation, Returns, Exchanges and Warranties

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 (less restocking fee & shipping).  Some exceptions apply, Please refer to the Terms of Use and our Cancellation, Returns, Exchanges and Warranties Policyfor 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. 

All Returns must contain all associated packaging and materials (i.e. accessories, manuals, wires, etc.). We reserve the right to reject a return or charge additional fees for any Product that is not returned in like-new condition, including damages, abuse, marks, showing wear, tampered serial numbers or with missing packaging or accessories. We have the right to refuse any return for any legitimate reason. Shipping and Handling charges (delivery and return) are non-refundable, including any shipping fees not directly incurred that are part of a free shipping promotion. Any items packaged with software, including but not limited to, DJ controllers, audio interfaces, etc., must be returned with the original software disc including serial number and proof of deactivation.

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 information set out below and in Terms of Use for more information. 

Returns or exchanges will not be accepted for the following types of products: Customized, special order, clearance products, expendable items, bulk cable, cartridges, replacement lamps/bulbs, opened internal computer hardware, rigging supplies, tape, needles, cleaner kits, effect fluid or juice, software, gels, music, displays/televisions/monitors, flooring, opened acoustic panels or parts (replacement, repair or item components) - these products are all “Final Sale”. 

Due to hygienic reasons, returns or exchanges for the following items will only be accepted if they are in factory sealed packaging: headphones and microphones. 

All returns may be subject to a maximum 20% restocking fee. 

How can I return or exchange equipment?  

Before returning your equipment purchased from the Solotech Online Store, please contact Customer Service by email at [email protected] 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 Policyfor more information.  

How do I claim the warranty?  

Please contact Customer Service by email at [email protected] 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.