Brand - FAQ Pages

Find frequently asked questions about our service offerings or use the links in the menu to the left to find FAQs on your Plexpack system & links to our how-to articles to answer all your questions. 

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Can't find what you're looking for? Contact our service techs using the chat or email service@plexpack.com 



What is Plexpack's warranty policy?

Plexpack warrants the Products of its manufacture to be free from defects in material or workmanship for a period of one year from date of shipment from PLEXPACK’s factory, provided that: 

1.      Such equipment is given normal and proper usage. 

2.      It is still owned by the original buyer. 

3.      The Products have been operated in accordance with generally approved practice and in accordance with PLEXPACK’s specifications and instructions. 

4.      No repairs, alterations, or replacements have been made by others without PLEXPACK’s prior written approval. 

5.      Genuine PLEXPACK repair components are used during the warranty period. 

For full warranty policy and full terms and conditions of sale please see: https://support.plexpack.com/about/terms

Can I receive onsite support for my Plexpack system?

Plexpack does offer field service. With our technicians in both Canada and the US, as well as are qualified service parnters we are able to provide field service in most areas. Due to COVID19 our field service offerings have become more limited, but we encourage all our customers to contact our Aftermarket department to inquire about field service provisoning. 

Can I receive replacement parts under my machine warranty?

In order to recieve replacement parts covered under your machine warranty, please supply our Parts and Service department with the following information:

  1. Pictures of machine serial number and entire machine.
  2. An explanation of the problem occurring with the machine.
  3. Pictures of the error message on the machine screen.
  4. Pictures of the screen showing the Emplex logo, speed parameters, temperature and machine configuration.
  5. Video showing the failure.

For more information on Plexpack warranty coverage please see our Warranty information in our Terms & Conditions of Sale.

How can I receive replacement parts?

We supply genuine OEM replacement parts for our equipment, as well as offer spare part kits for most of our systems so you can have common parts on-hand before it is time to replace them. 

To order parts contact parts@plexpack.com or submit a parts request form.

Does my machine warranty cover motor replacement?

If you are experiencing an issue related to the machine motor you will have two options for warranty coverage during your warranty period (note: defect must be confirmed by Plexpack technician):

  1. Purchase a new motor to be sent to you as soon as possible and ship the defective motor to Plexpack for inspection at your own expense. If Plexpack confirms that the motor is defective, the value of the motor and shipping costs of the motor will be credited to your account.
  2. Send the motor to Plexpack for inspection. According to the result of the inspection the Plexpack will determine if a replacement motor is covered under warranty.

If the motor appears to have been tampered with, warranty coverage will not apply.

For more information on Warranty coverage, please see our Terms & Conditions of Sale.

Have your service policies changed with COVID19?

Our policies have changed with the onset of the pandemic to ensure both our staff's and our customer's health and safety. We are continuing remote service and offering onsite service where we are able.

For more details on our current service policies check out this post:

Service Policies During COVID