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Thorlabs Support Center

Extensive Catalog of Standard Products - With Support
Thorlabs designs, develops and manufactures high quality components and systems for the photonics industry at competitive prices.  Our products are available for immediate delivery.  With the extensive range of products, however, questions sometimes arise regarding choices among different solutions for a particular application.  Thorlabs' Technical Support organization is available by phone or email to advise you regarding product choices to meet specific needs.

Custom Solutions Available
For those applications that require more than a catalog solution, Thorlabs is ready to meet your needs with customized offerings.  As described in the tab below, the extensive capabilities that Thorlabs possesses in mechanical part design and production, advanced system development, and custom optic fabrication can deliver solutions to the most advanced technical applications.

Customer Centric Support Information
We recognize that there is more to the customer experience than getting your delivery on-time, as-specified and as-ordered.  For immediate response to those issues, the tabs below contain information for topics including software downloads, key contacts, and business information such as terms & conditions, warranties and returns.

Thorlabs Worldwide Sales and Technical Support Contact Information

USA

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs Inc.sales@thorlabs.comtechsupport@thorlabs.com1-973-300-3000M-F: 8 AM – 8 PM EST, Sat: 9 AM – 1 PM EST
Thorlabs Ultrafast Optoelectronicssales@thorlabs.comtechsupport@thorlabs.com1-973-300-3000M-F: 8 AM – 8 PM EST, Sat: 9 AM – 1 PM EST
Thorlabs Vytran Divisionsales@thorlabs.comtechsupport@thorlabs.com1-973-300-3000M-F: 8 AM – 8 PM EST, Sat: 9 AM – 1 PM EST
Thorlabs Quantum Electronics (TQE)sales-TQE@thorlabs.comtechsupport@thorlabs.com1-973-300-3000M-F: 8 AM - 8 PM, Sat 9 AM - 1 PM EST
Thorlabs Scientific Imaging (TSI)sales@thorlabs.comtechsupport@thorlabs.com1-973-300-3000M-F: 8 AM - 8PM EST, Sat: 9 AM - 1 PM EST
ITAR/Export-Controlled CommunicationsITAR@thorlabs.comITAR@thorlabs.com

Thorlabs Imaging Systemsimagingsales@thorlabs.comimagingtechsupport@thorlabs.com1-703-651-1700M-F: 8:30 AM - 6 PM EST

Our Sterling, VA team supports our complete microsocopy systems. Component-level support is provided by our Newton, NJ office.

Canada

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs Canada ULCsales@thorlabs.comtechsupport@thorlabs.com1-973-300-3000M-F: 8 AM – 8 PM EST, Sat: 9 AM – 1 PM EST

United Kingdom

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs LTD.sales.uk@thorlabs.comtechsupport.uk@thorlabs.com+44 (0) 1353-654635M-F: 8 AM - 5:30 PM GMT

France

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs SASsales.fr@thorlabs.comtechsupport.fr@thorlabs.com+33 (0) 970 440 844M-F: 9 AM - 6 PM CET

United Kingdom

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs Vytran Europevytran.uk@thorlabs.comvytran.uk@thorlabs.com+44 (0) 1392-445777M-Th: 8:30 AM - 5 PM GMT, F: 8:30 AM - 4:00 PM GMT

Europe

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs GmbHsales.de@thorlabs.comEurope@thorlabs.com+49 (0) 8131-5956-2M-F: 8 AM - 6 PM CET

Scandinavia

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs Sweden ABscandinavia@thorlabs.comtechsupport.se@thorlabs.com+46-31-733-30-90M-F: 8:30 AM - 5:30 PM CET

Europe

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs GmbH (Lübeck)sales.de@thorlabs.comoct-support@thorlabs.com+49 (0) 8131-5956-40840M-F: 8 AM - 6 PM CET
Thorlabs Elliptec GmbHsales.de@thorlabs.comEurope@thorlabs.com+49 (0) 8131-5956-2M-F: 8 AM - 5:30 PM GMT

Japan

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs Japan Inc.sales@thorlabs.jpsales@thorlabs.jp+81-3-5979-8889M-F: 9 AM - 5:30 PM JST

China

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs Chinachinasales@thorlabs.comtechsupport-cn@thorlabs.com+86 (0) 21-60561122M-F: 8:30 AM - 6 PM CST

Brazil

Sales EmailTech Support EmailSales & Support PhoneSales & Support Hours
Thorlabs Vendas de Fotônicos Ltda.brasil@thorlabs.comtechsupport.br@thorlabs.com+55-16-3413 7062M-F: 9 AM - 6 PM BRT

General R&D and Marketing Contacts

R&DacableR&D@thorlabs.com
Marketingmarketing@thorlabs.com
Internetwebmaster@thorlabs.com
Commitment to Quality

   Thorlabs, Inc. is committed to exceeding customer requirements by providing customers with the highest quality products, services, and same-day fulfillment. In its pursuit of total customer satisfaction, Thorlabs, Inc. strives for continual business system improvement based on established quality objectives and measured performance.


Requesting Return Authorization

   Products returned to Thorlabs, Inc. must have a Returns Material Authorization (RMA) number. Return authorization requests can be made by contacting our Returns Department via phone at 1-973-300-3000 or email at RMA@thorlabs.com. Our RMA team is available for any questions regarding product performance concerns, warranty repairs, inaccuracies in your order, or shipment concerns.

   Please have your purchase order number or our sales order number available as proof of purchase when you request authorization for return. When possible, items should be returned in their original condition and in original packaging with all paperwork intact. The RMA number provided to you MUST be written on the outside of the shipping package for immediate identification. We will provide shipping instructions at the time the RMA number is assigned. RMA numbers will remain active for 30 days from the date of issue. Products must be returned to Thorlabs, Inc. during that time. All packages must be sent to the following address unless instructed otherwise by our RMA staff:

Thorlabs Inc.
56 Sparta Avenue
Newton, New Jersey 07860
USA
Attn: (RMA Number)


Additional Tips for Non-US Customers Returning Items to the US: Please note that the declared value of your shipment should be equal to the original selling price of the item(s) at the time of purchase. The shipment should be sent DDP (Incoterms 2010) with the customer being responsible for all importation fees and documentation unless a UPS return label has been provided to you by a member of the Thorlabs team. Please indicate the reason for the return on the customs invoice used to send back the items: Return of previously exported goods, Return for Replacement of previously exported goods, or Return for Repair of previously exported goods, to be re-exported upon completion of repair. Thorlabs Inc. will not be responsible for customs fees, taxes, duties or other fees levied as a result of improper labeling or documentation. In such instances, we will add fees incurred to your invoice or will bill separately.


Thorlabs Return Policy

   Thorlabs is dedicated to manufacturing products and providing services that exceed our customers' expectations. At times, we understand products need to be returned and we strive to work with you to make that process as seamless as possible. Information about our product warranty terms can be found in our General Terms and Conditions of Sale as well as on the individual product page on our website.

Warranty Returns

   All Thorlabs catalog items, with the exception of gas cells, are eligible for a full refund within 30 days of purchase if the item is returned unopened and in its original packaging. Product warranty durations can be found in our General Terms and Conditions of Sale and on product pages of our website. Restocking fees may apply based upon time since purchase, quality, and quantity being returned.

Non-Warranty Returns

   Repair charges will typically include parts, labor, and shipping and will be quoted accordingly. Acceptance of the quote is required prior to any work being performed. The customer is responsible for all shipping charges including customs and duties if applicable, in all circumstances.

   Any specials, modifications, or customized items (including custom patch cables) that meet the specifications provided are not returnable. In addition, any products that have come in contact with biological specimens or hazardous materials cannot be returned. Please refer to our General Terms and Conditions for more information on items that are not covered by our Limited Warranty.

   The following Thorlabs Quality System documents have been made available, in pdf format, for the conveinience of our customers.  It should be noted that all documents available on this page reflect the most current revision, but are offered as uncontrolled copies of those documents.  These documents are intended for general reference purposes only, as all content is subject to change without notification.

If there are other quality system documents that you would like to request be made available on this page, please contact the Thorlabs Quality Manager.


Thorlabs, Inc. NJ ISO Certificate

Thorlabs UK ISO Certificate

Thorlabs GmbH - Current ISO Certificate

Thorlabs Quantum Electronics
Current ISO Certificate

Thorlabs Sweden AB ISO Certificate
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