Frequently Asked Questions
Q: I wish to purchase my optic online, where can I do this?
A: Several of our authorized dealers have online sales available on their websites. You can see a list of these dealers on our Where to Buy page.
Q: I purchased an item in the USA but have since moved to Canada – Will the warranty still apply, and to which facility would I send my item for warranty service?
A: Yes, the warranty will still apply. If you live in Canada, then send the item to Vortex Canada. It is based purely on your current location at the time the item needs service (if it does!)
Q: I purchased an item in Canada but have since moved to the USA – Will the warranty still apply, and to which facility would I send my item for warranty service?
A: Yes, the warranty will still apply. If you live in the USA, then send the item to Vortex Optics in the US. You can find info on how to proceed with that on their website HERE. It is based purely on your current location at the time the item needs service (if it does!)
Q: What is the turnaround time for sending an optic in for warranty service?
A: Our current estimated turnaround time is 3-4 weeks.
Q: I’m filling out the Product Repair Form to send my item in for warranty service, but I can’t find the serial number on my item, where is it?
A: Not all items have a serial number – only the Viper and Razor lines have one (as well as some of the discontinued models, like the Fury binoculars). If you can’t find it, just leave that line blank and we’ll fill it in if applicable once we get the item.
On most items the serial number will be on the bottom. On binoculars this means that it will be beside the hinge on the bottom, except for on the 3rd generation Razors on which it is on the ring underneath the left eyecup. On spotting scopes it is usually on the bottom of the tripod attachment plate. On riflescopes it will be on the bottom of the tube at the turrets.
Q: I’m filling out the Product Repair Form to send my item in for warranty service – do I have to include all of my personal information?
A: Your name and shipping address we will need in order to know who the item belongs to, and where to ship it back to once it has been serviced. The rest is optional, but it is very helpful for both us and yourself if we have at least one way to contact you quickly, either by phone or e-mail – this is important in case we have a question about your item, or if we run into some sort of issue like parts not being available or a package returned to us as undelivered. If we have your e-mail we will also be sending you automatic updates - you will be notified when we receive your item, when the repair has been done, and when it has been shipped back to you, including tracking information.
Q: I think my item needs to come in for warranty service, but is there something I can do first to test it out?
A: Usually, yes! Please refer to the “Troubleshooting” page on the Vortex Optics US website HERE for some quick troubleshooting ideas. If none of those apply, then you can try giving us a call – we have a couple very experienced technical advisors that we can direct you to. A very high number of items we have come in are experiencing issues due to some form of user error – we are not trying to question your abilities; we just want to try to save costs for everyone involved wherever possible!
Q: I need to send my item in for warranty service – who pays for shipping?
A: We ask the customer to pay to ship the item needing service to us, then we will cover costs to ship the item to the USA if it needs to be, and the cost to ship the item back to you once it has been repaired.
Q: Are accessories covered under warranty as well?
A: No, accessories do not have a warranty, but shoot us an e-mail or give us a call and if we can, we will always try to help you out. Availability and cost of these items will depend on what it is and whether it is from a current or discontinued model. We like you to be able to use and protect your optics properly!
Q: Do I need a receipt for warranty? Or do I need to register my item with you?
A: No, and no. We don’t need a receipt, and there is no registration or anything like that necessary. If your item ever needs warranty service, just send it in to us with a filled out copy of our product repair form and we will look after you.
Q: Can I trade-in or upgrade my optic?
A: We do not offer or arrange upgrades.
Q: Where are your products made?
A: Riflescopes: the Razor AMG line is made in the US, the Razor HD line is made in Japan, the Viper and Diamondback lines are made in the Philippines, all other riflescopes are made in China.
Red dots and prism scopes: the Venom line is made in the Philippines, all other red dots and all prism scopes are made in China.
Binoculars/Monoculars: The Kaibab, Razor, and Viper binoculars lines and the Recon monocular line are made in Japan, all other binoculars/monoculars are made in China.
Spotting Scopes: All spotting scopes are made in China.
Accessories: Most accessories, including tripods and riflescope ring mounts, are made in China, which the exception of a couple of high end ring mounts that are made in the USA.