Global Reseller Contact

If you’re interested in becoming a dealer, please reach out to us at sales@nuprimeaudio.com.

USA and Canada Sales & Support

General Sales & Dealer Inquiry

General Sales: sales@nuprimeaudio.com 

If your product is non-functional or is defective, please create a Help Desk ticket to provide the problem description and product serial number. A Help Desk ticket can be reviewed by sales, support, and engineering staff to provide you with better service.

All payment for products must be made directly to NuPrime Audio or authorized dealers. NuPrime staff and sales representatives are not authorized to collect payments from dealers or customers. 

Customer Sales Inquiry: + 1 (416) 717-7911

Dealer Sales Rep: Nabil Akhrass +1 (613) 827-7107

Support

Support related email:
support@nuprimeaudio.com

Sisters Service Center
69650 Omaha Road
Sisters, Oregon 97759
USA

Contact: Katy or Michael
Phone: +1-541-604-2090
Email: sistersservicecenter@gmail.com

Out of Warranty Service Policy:

1) Customer prepay $75 for diagnostic. If there is no defect, customer pays return shipping. There is no refund for diagnostic fee (see repair cost)
2) Sisters Service Center invoices customer for parts, additional labor and return shipping. Repair work will not start until customer pays in full.

Repair cost:

1) Parts –  contact Nuprime Sales if you want to check for the list price. Sisters Service Center follows the recommended retail price for parts.
2) Labor – usually most services take less than 2 hours and cost no more than $150 (diagnostic is included). In general, $150 is the upper limit for total service fee.

* Do not ship to the service center without a Help Desk Ticket number.

Product Return or Service

For product return or service, it is not necessary to call. Please follow the following process:

  1. Create a Help Desk ticket at b2b.nuprimeaudio.com/helpdesk. A Help Desk Ticket will ensure that your support request is being monitored and we have a complete history of your problems.
  2. Include a sheet of paper with the Help Desk Ticket ID inside the shipping box. Do not write on the product packaging box. You might be charged a restocking fee for refund if the packaging material or product has blemishes.
  3. Send the item to USA Service Center after receiving acknowledgment from the Help Desk. (Please make sure you get a confirmation from Help Desk BEFORE you ship so the support team is expecting the RMA)

NuPrime will no longer service pre-2014 NuForce high end Reference products. We might be able to offer “trade-in” discount for Nuforce products. Please contact sales@nuprimeaudio.com.

International Support

Customers outside of USA should contact the country’s distributor for service. If unable to do so, please send email to support@nuprimeaudio.com if you have questions or create a Help Desk ticket at b2b.nuprimeaudio.com/helpdesk.

For Product and Technical enquiries – including Pre-sales recommendations, kindly email to: support@nuprimeaudio.com.

For product return or service – including repairs and spare parts availability, please follow the following process:

  1. Create a Help Desk Ticket at b2b.nuprimeaudio.com/helpdesk to provide the problem description and product serial number. A Help Desk Ticket can be reviewed by support, engineering and sales staff to provide you with better service. It will ensure that your support request is being monitored and we have a complete history of your problem.
  2. Include a sheet of paper with the Help Desk Ticket ID inside the shipping box. Do not write on the product packaging box. You might be charged a restocking fee for refund if the packaging material or product has blemishes.
  3. Send the item after receiving acknowledgment instructions from the Help Desk. (Please make sure you get a confirmation from Help Desk BEFORE you ship so the support team is expecting the RMA)

Unless you have written permission for us to cover the cost, you have to pay for the shipping both ways.

Taiwan Service Center

Europe Service Center
(only if distributor support not available)

No.33 Chiu Kan Kou Road
Ray Fong Town
Taipei 22449
Taiwan

Contact: David Lin / Kimi Wu
Phone: +886 2-24574315

Krisztian Neukum (Appointed Repair Service)

Somlohegy utca 3
Vertessomlo
2823
Hungary

Phone: +36-703105050

NuPrime will no longer service pre-2014 NuForce high end Reference products. We might be able to offer “trade-in” discount for Nuforce products. Please contact sales@nuprimeaudio.com.

Evolution STA to STA-SE Upgrade

Cost: $500 USD + shipping

Where: Upgrade can only be performed at Nuprime's factory in Taiwan.

How to Upgrade:

  1. Create a help desk ticket by following the instructions at:
    https://nuprimeaudio.com/support/
  2. In the ticket, mention that you would like to upgrade from the Evolution STA to the STA-SE. Please also provide your phone number, billing address, and shipping address as listed in your account on b2b.nuprimeaudio.com.
  3. To create a help desk ticket, you will need to register an account on the b2b site.
  4. Once we receive your request, we will create an invoice for the upgrade. You can view the invoice from your account at b2b.nuprimeaudio.com.
  5. Ship your Evolution STA to:

    Nuprime Audio
    No. 33 Chiu Kan Kou Road
    Ray Fong Town
    Taipei 22449
    Taiwan

    Contact: Kimi Wu
    Phone: +886 2-24574315

  6. Shipping Instructions:
    • Write the help desk ticket ID on the shipping box.
    • On the customs form, enter the item description as:
      “Audio amplifier returning to factory for service.”
    • Declare a value of US$500. Any reasonable low value is acceptable.
    • Ship by UPS or FedEx with tracking. Do not send the unit by postal mail.

AMG STA to STA-SE Upgrade

Cost: $690 USD + labor + shipping

Where: Upgrade can be performed by Distributors, Nuprime's Taiwan factory or USA Service Center.

How to Upgrade:

  1. Create a help desk ticket by following the instructions at:
    https://nuprimeaudio.com/support/
  2. In the ticket, mention that you would like to upgrade from the AMG STA to the STA-SE. Please also provide your phone number, billing address, and shipping address as listed in your account on b2b.nuprimeaudio.com.
  3. To create a help desk ticket, you will need to register an account on the b2b site.
  4. Once we receive your request, we will create an invoice for the upgrade. You can view the invoice from your account at b2b.nuprimeaudio.com.
  5. Shipping Instructions:
    • Write the help desk ticket ID on the shipping box.
    • On the customs form (if shipping to Taiwan), enter the item description as: “Audio amplifier returning to factory for service.”
    • Declare a value of US$500. Any reasonable low value is acceptable.
    • Ship by UPS or FedEx with tracking. Do not send the unit by postal mail.

IA-9X to IA-9XG Upgrade

Cost: $300 USD + shipping

Where: Upgrade can only be performed at Nuprime's factory in Taiwan.

How to Upgrade:

  1. Create a help desk ticket by following the instructions at:
    https://nuprimeaudio.com/support/
  2. In the ticket, mention that you would like to upgrade from the IA-9X to the IA-9XG. Please also provide your phone number, billing address, and shipping address as listed in your account on b2b.nuprimeaudio.com.
  3. To create a help desk ticket, you will need to register an account on the b2b site.
  4. Once we receive your request, we will create an invoice for the upgrade. You can view the invoice from your account at b2b.nuprimeaudio.com.
  5. Ship your IA-9X to:

    Nuprime Audio
    No. 33 Chiu Kan Kou Road
    Ray Fong Town
    Taipei 22449
    Taiwan

    Contact: Kimi Wu
    Phone: +886 2-24574315

  6. Shipping Instructions:
    • Write the help desk ticket ID on the shipping box.
    • On the customs form, enter the item description as:
      “Audio amplifier returning to factory for service.”
    • Declare a value of US$500. Any reasonable low value is acceptable.
    • Ship by UPS or FedEx with tracking. Do not send the unit by postal mail.
  1. Register an account at b2b.nuprimeaudio.com
  2. Go to https://b2b.nuprimeaudio.com/warranty-registration/
  3. Keep a copy of your original sales receipt. If you bought your product from another user without a receipt, you should ask for any purchase info, and register for the product as soon as possible. If there is no other purchase or registration info, we will rely on the item's manufacturing date (which could be many months before it was purchased).
[ultimate-faqs post_count=”20″ include_category=”service” display_all_answers=”yes” orderby=”name” order=”ASC”]