This article walks you through starting a return or a warranty claim on a Calyraen order. Both begin the same way, by opening a support ticket, and this page covers what to gather first and what to expect after you send it.
Before you start
Sign in at /login before you open a ticket so it links to your account and order history. If you have not made an account yet, register at /register. You can review your past orders any time at /account.
Returns and warranty claims both run through the same support form, so you do not need to pick the right one in advance. Just describe what is going on and our team will sort it from there.
What to have ready
Gathering these first makes the whole thing faster:
- Order number. It is on your order confirmation email and listed under /account.
- Serial number. You can find it on the device itself, on the box it shipped in, or inside Calyraen OS. This applies to any of our lines: Stratus, Vantage, Atlas, or Forge.
- A short description. Tell us what happened and what you were doing when the problem showed up. For a return, tell us the reason.
- Photos. Clear pictures of the issue, the item, and any damage to the packaging help us understand the situation quickly.
How to open your ticket
- Go to /support.
- Fill in the ticket form with your order number and serial number.
- Write your short description and attach your photos.
- Submit the ticket.
You will get a confirmation once it is in, and you can follow the thread from your account.
What happens next
A member of our support team reads your ticket and replies. They may ask a few follow-up questions or request more photos to confirm the details. Once everything checks out, they will walk you through the next steps for your specific case and keep you updated in the same ticket thread.
Keep your order number and serial number nearby in case we need to confirm them.
If you still need help
If anything is unclear or you are not sure where to start, open a ticket at /support and describe your situation. We will point you in the right direction.