Annual Service: What It Is & How to Speed It Up

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Annual Service: What It Is & How to Speed It Up

We're giving you the inside scoop on what happens to your device when it's sent in for annual service along with some helpful tips to help speed up the process.

What is annual service and what happens to my device?

Service is an annual process to make sure that your device is operating properly and any worn parts, like the webbing, are replaced. Head Rush requires this annual check-up for all our devices to maintain the warranty and to comply with safety standards.

When we receive your device for service, it goes through a 62-point inspection process. The internal components are checked to ensure they are still in good condition, and any repairs or updates are made if required. Some devices have parts that are replaced every year, like the retraction spring in the zipSTOP Zip Line Brake, to maximize its performance.

Finally, each device is reassembled, tested on the TRU TEST where the full range of weights are applied to make sure it is performing properly, and thoroughly cleaned. It is then ready to be shipped back to you and put into use again.

Does my device really need to be recertified every year?

Yes, it does. After all, our devices are life safety devices, and they deserve a thorough check-up once a year. Beyond that, an annual service is required to comply with Regulation (EU) 2016/425, which states that Category III life safety devices must be inspected annually by the manufacturer to maintain the performance of the device for its lifespan. Annual service really is an essential part of ownership of Head Rush devices and provides reassurance and peace of mind for these life safety devices.

How do I speed up the process and get my device back faster?

First, place the order for your recertification online ahead of time. We can't check-in or service your device without an order. Once you have completed the online form, an order confirmation will be sent to your email address. Ship your device with a prepaid label or a carrier of your choice and we'll start processing it as soon as it hits our doorstep.

Also, know that we have a busy season for annual service that starts in October and goes through early spring. If you can plan ahead to send your device in during other months, we'll be able to get it back to you quicker than during the busy season.

Finally, follow these additional tips to ensure there are no delays with your annual service:

  • Remember to submit payment. A credit card or other payment method must be received before service on your device can begin. If you paid with a credit card during your online order you are all set.
  • Prepay for a webbing. If you know your webbing must be replaced, or if it’s close, order a prepaid webbing. This saves time as the technician does not have to inspect it and will automatically put in a fresh one for you. Plus, you get 10% off!
  • Ship with our pre-paid labels and in the original packaging. We can’t work on your device until it arrives, and if a device or packaging is damaged in shipping additional repairs and service time will be needed. It also speeds up the process to have boxes, packaging and labels that our technicians are used to working with and are clearly labeled for our systems. When you order shipping it’s for getting the device to us, and our customer service team will create a label and send it to your email address. Labels may take up to 24 hours to create and be delivered.
  • Only include your device in the box. Any accessories or mounting equipment should not be included and may not be returned if it is lost during service. Anything extra has to be removed by our technicians and slows the process down for you and others.
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