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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 Email Tech Suport Email Sales & Support Phone
Thorlabs Inc sales@thorlabs.com techsupport@thorlabs.com 1-973-300-3000
Thorlabs Quantum Electronics (TQE) sales-TQE@thorlabs.com techsupport@thorlabs.com 1-973-300-3000
Thorlabs Imaging Systems imagingsales@thorlabs.com techsupport@thorlabs.com 1-703-651-1700
Thorlabs Scientific Imaging (TSI) sales@thorlabs.com techsupport@thorlabs.com 1-973-300-3000
Each of these offices is served primarily by our team in Newton, NJ, M-F 8am 8pm, Sat 9 am 1 pm EST

United Kingdom

Sales Email Tech Suport Email Sales & Support Phone Sales & Support Hours
Thorlabs, LTD. sales.uk@thorlabs.com techsupport.uk@thorlabs.com +44 (0)1353-654440 8am 5:30pm GMT

France

Sales Email Tech Suport Email Sales & Support Phone Sales & Support Hours
Thorlabs SAS sales.fr@thorlabs.com techsupport.fr@thorlabs.com +33 (0)970 440 844 9am 6pm CET

Scandinavia

Sales Email Tech Suport Email Sales & Support Phone Sales & Support Hours
Thorlabs Sweden AB scandinavia@thorlabs.com techsupport.se@thorlabs.com +46-31-733-30-00 9am 5pm CET

Europe

Sales Email Tech Suport Email Sales & Support Phone Sales & Support Hours
Thorlabs GmbH sales.de@thorlabs.com Europe@thorlabs.com +49 (0) 8131-5956-2 8am 6pm CET
Thorlabs GmbH (Lubeck) sales.de@thorlabs.com Europe@thorlabs.com +49 (0) 8131-5956-2 8am 6pm CET

China

Sales Email Tech Suport Email Sales & Support Phone Sales & Support Hours
Thorlabs China chinasales@thorlabs.com techsupport-cn@thorlabs.com +86-021-60561122 8:30am 6pm CST

Japan

Sales Email Tech Suport Email Sales & Support Phone Sales & Support Hours
Thorlabs Japan Inc. sales@thorlabs.jp sales@thorlabs.jp +81-3-5979-8889 9am 5:30pm JST

Brazil

Sales Email Tech Suport Email Sales & Support Phone Sales & Support Hours
Thorlabs Vendas de Fotônicos Ltda. brasil@thorlabs.com brasil@thorlabs.com +55-16-3413 7062 8am 5:45pm BRT

General R&D and Marketing Contacts

R&D acableR&D@thorlabs.com
Marketing marketing@thorlabs.com
Catalogs catalogs@thorlabs.com
Internet webmaster@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 by phone at (973) 579-7227 or contact us via email at RMA@thorlabs.com for any and all questions regarding problems with products or shipments from Thorlabs.

   Please have your purchase order number, or our confirmation number available as proof of purchase when you request authorization for return. When possible, items should be returned 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:

Thorlabs, Inc
56 Sparta Avenue
Newton, NJ 07860
USA
Attn: (RMA Number)


Additional Tips for Non-US Customers: Thorlabs Inc will not be responsible for customs fees, taxes, duties or other fees levied as a result of improper labeling or documentation. We will add any such fees to our invoice or will bill separately on warranty repairs. The declared valued must be less than or equal to $10,000 for duty-free entry. Mark "RETURN FOR REPAIR" in large letters on the outside of your shipping container. On all forms that request country of origin, write "USA," not the country from which the item is being shipped. Write " Country of Origin: USA" clearly on the outside of your package.


Thorlabs Return Policy
Warranty Returns*

   All Thorlabs catalog items are eligible for a full refund within 30 days of purchase if the item is returned unopened and in original packaging. See below for details on custom items or contact our Technical Support department to request any specially machined items, modifications, or customized items.

   After 30 days, Thorlabs will accept returns if the item is received unopened and in original packaging. A 25% restocking fee may apply based upon time since purchase and quantity being returned. Credit will be issued only after receipt of product and evaluation of condition (shipping charges not refundable).

   If you receive items that have been damaged during shipment, or find that your shipment is incomplete, please call us within 10 days for an immediate replacement or repair. After 10 days, an additional handling fee may be imposed.

Non-Warranty Returns*

   Many of the items we sell require extremely careful handling. When operated or handled properly they can be expected to perform according to published specifications. The following exceptions (subject to change or addition) are not eligible for return unless unopened and in original packaging or grossly outside of specification:
  • Bare fiber (contained on original spool unopened or altered)
  • Laser diodes
  • Photodiodes
  • All lenses and optics
  • Passive components-Isolators, Isolator pigtails, circulators, Fiber
  • U-benches, WDM, Couplers, optical switches
  • Tunable band-pass filter module
  • Piezo Electric multi-layer actuators
  • Fiber stripping tools
  • Laser Diode Modules (6 Month Warranty)
  • UV Curing Lamp, (1 Year Warranty)
  • Burleigh Products (2 Year Warranty)
   Any specials, modifications, or customized items (including custom patch cables) meeting the specifications you provide, are not returnable. Non-warranty repairs may be subject to a $50 minimum evaluation fee. 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. Customer is responsible for all shipping charges, in all circumstances.

NOTE: Thorlabs may choose to return items that have any visible damage or signs of tampering, at the customer's expense.

*Any order specific terms agreed to through a signed Purchase Agreement at the time of the order will take priority over this policy. In addition, any product specific warranty information provided with a product will take priority over this policy.
 
Please choose a catalog to view:
Life Sciences Catalog *New*
V21 Catalog
 
Contact Us for a
Demo or Quote
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

Obtaining a RoHS certificate for an item
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Sales: 1-973-579-7227
Technical Support: 1-973-300-3000


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