Service, Warranty & Support
Sumachay Lifts stands behind every machine we sell. Whether you need a quick fix, a warranty claim, or help diagnosing an issue, we are here.
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Troubleshooting Guides
Before submitting a service request, try our guides. Most common issues can be resolved in a few minutes.
- Machine won't start or error code displayed
- Lifting, lowering, or hydraulic issues
- Battery not charging or draining quickly
- Pallet jack won't move or drive
- Forks won't raise or are drifting down
- Wheels squeaking or steering issues
Need spare parts? Browse Spare Parts
Submit a Service Request
To request a repair, warranty support, or an inspection, complete our service request form.
What to Include in Your Request
- Model name (e.g., SPJ-1530, SST-1025)
- Serial number (if available)
- Symptoms or error code
- Photos or video of the issue
- Address and pickup/delivery preference
- Order or invoice number
After-Sales Service Pricing
We offer transparent, fixed-rate pricing for all repair services.
How a repair is priced
All repair jobs are different, so every repair starts with an inspection. Inspection scope is at our technician's discretion based on the issue. After inspection, Sumachay sends you a quote, and repair begins only after you approve it.
Rates
| Item | Cost |
|---|---|
| Service labour (per 30-minute block) | $100 |
| Replacement parts | Charged separately |
12-Month Limited Warranty
Your Sumachay electric pallet jack or stacker is covered by a 12-month limited warranty starting from the purchase date shown on your invoice.
What Is Covered
- Manufacturing defects in materials and workmanship
- Breakdowns under normal working conditions, within rated capacity
- Motor and lithium battery against manufacturing defects
What Is Not Covered
- Normal wear and tear (wheels, fuses, brushes, etc.)
- Damage resulting from operator mishandling, misuse, negligence, or accidents
- Overloading beyond rated weight capacity, including any damage registered by or caused to the overload sensor
- Damage to the hydraulic pump, forks, chassis, motor, battery, or overload sensor resulting from overloading, including oil leaks from the hydraulic pump caused by excess pressure
- Winter-condition contamination such as excessive dirt, salt, slush, mud, or excessive moisture found in internal components
- Corrosion or damage from fluids, chemicals, or submersion
- Any visible sign of damage, for example bending of forks at the entry point or dents on the motor cover
- Any indication of modifications or repairs by the customer or a third party
- Equipment chargers (consumable accessories subject to variable power conditions, electrical surges, and environmental factors beyond the manufacturer's control)
Inspection Requirement
Before any warranty repair, Sumachay must physically inspect the machine. In some cases, we may request the unit be shipped to our warehouse in Toronto for a full assessment.
- Customers are responsible for all shipping costs to and from our warehouse.
- Repair decisions are at Sumachay's sole discretion after inspection.
- No on-site service is offered under warranty. Any on-site visit is outside warranty coverage and will be subject to additional fees.
Motor & Battery Warranty
Your electric pallet jack or stacker includes warranty coverage for the motor and lithium battery against manufacturing defects. Both components can be permanently damaged by overloading beyond rated capacity. If inspection reveals any of the following, the warranty will be void: bending of forks at the entry point, deformed frame, dents on the motor cover, burnt motor smell, overheated controller, a tripped or damaged overload sensor, or oil leaks from the hydraulic pump caused by excess pressure.
We recommend routine maintenance: regular cleaning, lubrication, and proper storage to keep your equipment performing at its best.
Do We Service Other Brands?
This depends on whether our parts are compatible with the machine. We do not guarantee that we can fix issues on other-brand machines, but we are willing to attempt repairs where possible. Contact us to discuss your specific requirements.
Frequently Asked Questions
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How fast will you respond to my service request?
All requests submitted through our form are triaged within 1 business day. For urgent issues, call our dedicated hotline at 1-844-861-9484.
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Is on-site service available?
No on-site service is offered under warranty. Any on-site visit is outside warranty coverage and will be subject to additional fees. Contact us to discuss availability in your area.
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Do you service other brands?
This depends on parts compatibility. We do not guarantee repairs on other-brand machines, but we are willing to attempt them where possible. Contact us to discuss your situation.
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What voids the warranty?
The warranty is voided by overloading beyond rated capacity (including damage to the overload sensor), operator mishandling or negligence, any indication of modifications or repairs by the customer or a third party, damage from fluids, chemicals, or submersion, and winter-condition contamination such as excessive dirt, salt, slush, mud, or internal moisture. Any visible damage, such as bending of forks at the entry point, dents on the motor cover, or oil leaks from the hydraulic pump caused by excess pressure, also voids coverage.
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How do I find my model and serial number?
The model and serial number are on a nameplate attached to the machine, typically on the chassis or near the battery compartment. You can also find the model name on your order invoice.
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What if I'm outside Toronto / GTA?
We serve customers across Canada. For warranty repairs, the machine may need to be shipped to our Toronto warehouse. Shipping costs are the customer's responsibility. For service inquiries, start by submitting a request form, and we will assess available options.
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Can I buy spare parts directly?
Yes. You can browse and order spare parts directly from our spare parts collection. If you can't find the part you need, contact us with your machine model and a description of the issue.
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Do you offer phone troubleshooting?
We recommend starting with our online troubleshooting guides, which cover the most common issues. If the guide does not resolve the issue, submit a service request form with details and we can schedule a call if needed.
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What if my equipment arrived damaged?
If your equipment arrived damaged, contact us immediately at info@sumachay.com with photos of the packaging and damage. We will work with the carrier to resolve the issue as quickly as possible.
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How do I maintain battery health?
Charge the battery after each shift or when it reaches 20–30% capacity. Avoid fully depleting it. Store the machine in a dry location away from extreme temperatures. Use only the charger provided by Sumachay. Regular maintenance extends battery life significantly.
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How much does a typical repair cost?
Service labour is $100 per 30-minute block, and replacement parts are charged separately. All repair jobs are different, so every repair starts with an inspection. Inspection scope is at our technician's discretion based on the issue. After inspection, Sumachay sends you a quote, and repair begins only after you approve it.
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How long does a repair typically take?
Turnaround depends on the nature of the issue and parts availability. Simple repairs can often be completed same-day. More complex repairs or those requiring ordered parts may take longer. We will provide an estimate after triaging your request.
For Procurement & Support Teams
Sumachay Lifts sells and services electric pallet jacks and electric pallet stackers in Canada and India. Each machine ships with a 12-month limited warranty from purchase date.
Service is charged at $100 per 30-minute block of labour. Replacement parts are charged separately and available for purchase on sumachay.com.
To submit a service request: complete the form at sumachay.com/pages/service-request. All requests are triaged within 1 business day.
Self-service troubleshooting guides are available for electric pallet stackers and electric pallet jacks at sumachay.com/pages/resources.