Warranty, service and support
Technical support by phone, email and video is free for as long as you own the machine, in or out of warranty. Here is everything else you need to keep a machine in production.
- Lifetime technical support
- Free by phone, email and video, worldwide, for the life of the machine. Call (424) 420-7534 or email info@stayfreshfreezedry.com, Monday to Friday, 10am–5pm Pacific.
- Batch-tested before it ships
- Every freeze dryer runs a full freeze-drying batch before it leaves us, not just a power-on test, so it arrives already proven.
- 60-day returns
- Return a freeze dryer within 60 days in its original box and packaging. A defective unit you don’t want repaired or replaced is refunded in full. Other returns are refunded less a 15% restocking fee and the shipping cost.
- Built to be repaired
- Standard KF25 vacuum fittings, replaceable relays, and a Commercial pump that can be serviced rather than replaced.
Warranty in the United States
One year full warranty and a limited three-year warranty. For one year from delivery, Stay Fresh Technology LLC will repair or replace, without charge, any part of the freeze dryer, vacuum pump included, that proves defective in materials or workmanship when installed, used and maintained according to the instructions. Customers in Alaska, Hawaii and Puerto Rico pay shipping, handling, packing, return postage and insurance.
The refrigeration system (compressor, condenser, evaporator) is also covered by a limited warranty through years two and three: defective parts are repaired or replaced without charge, and the customer pays shipping, handling, packing, return postage and insurance.
Warranty outside the United States
Two years of parts coverage on the freeze dryer and one year on the vacuum pump, from delivery. We diagnose the fault and send replacement parts; international customers pay shipping, handling, packing, return postage and insurance.
What the warranty doesn’t cover
Damage from inadequate maintenance, misuse, accidents, transport, inadequate power supply, fire or acts of God; buyer’s remorse; normal wear such as scratches on the acrylic door; damage during assembly or maintenance; units with altered or missing serial numbers or transferred from the original owner; modifications; and service by unauthorized companies or with non-genuine parts. Misusing the Advanced modes voids the vacuum pump warranty.
Claims for missing parts must be made within 60 days of receipt. Defect claims need photos and a copy of the invoice, and returned items must be in their original packaging. The full terms are on the warranty page.
Keeping the pump healthy
The vacuum pump is the part that most rewards attention, especially when a machine runs every day.
- Oil. Change the Commercial pump’s oil about every 30 batches or 1,000 hours, sooner with high-moisture or high-fat loads; check its clarity rather than only counting batches. We recommend Robinair vacuum pump oil for the Commercial pump.
- After each batch, drain the demister and top the oil up to the minimum line.
- Gas ballast: keep it fully open.
- Filter: replace the demister filter once a year.
- Placement: keep the pump in clean air between 50 and 75 °F, as far from the machine as the hose allows or 6 to 8 in below it. Dust reaches the oil seal and causes leaks.
The full procedure, with diagrams, is in each machine’s user manual.
User manuals
- Standard user manual (PDF): 5-Shelf and 7-Shelf, model 4H11560US, both voltages
- Large user manual (PDF): model 8H11560US
- Mega user manual (PDF): model 12H11560US, both voltages
Older machines, and their manuals, top out at a 150 °F shelf temperature; current machines run to 180 °F.
Parts and consumables
- Commercial pump demister ($245)
- Commercial pump demister filter ($95)
- Commercial pump exhaust kit ($25)
- KF25 stainless steel vacuum hose ($95)
- Temperature probe ($25–$60)
- Fresh air filter ($9)
For a part that isn’t listed, call or email and we’ll find it.
Support questions
Is technical support really free after the warranty ends?
Yes. Phone, email and video support is free for as long as you own the machine, in every country.
Who do I talk to?
Stay Fresh’s support team, by phone at (424) 420-7534, by email at info@stayfreshfreezedry.com or on a video call, Monday to Friday, 10am–5pm Pacific.
The machine beeped. Is the batch done?
Not necessarily. The machines beep on errors as well as at the end of a cycle, so check the screen before you act on a beep.
Can I return a machine if it isn’t right for my business?
Yes, within 60 days, in its original box and packaging. Returns for reasons other than a defect are refunded less a 15% restocking fee and the shipping cost. An order cancelled before it ships is refunded in full, minus the card processing fee: 3% if paid in full, 6% if paid with Shop Pay Installments.
Need a written quote?
Buying two or more machines, shipping outside the US, or need a quote for a purchase order? Send the details and we’ll reply with a written quote.