Warranty coverage up to 5 years. Free replacement parts shipped via DHL/FedEx within 5-7 days. Every door we have ever built remains supported by the same engineering team in Cangzhou – for as long as you operate it.
Every RAX door is 100,000-cycle fatigue tested before shipment and backed by a written warranty. Coverage is tiered by component – the longer-life the part, the longer the protection.
| Component | Coverage Period | What Is Covered | Resolution |
|---|---|---|---|
| Door body / panels | 2 years | Structural defects, panel delamination, hardware failure | Free replacement parts + shipping |
| Operator / motor | 3 years | Motor burnout, gearbox failure, brake malfunction | Free replacement unit via DHL |
| Servo motor / control box | 5 years | Servo drive failure, PCB defect, encoder error | Free replacement + remote parameter reset |
| Wear parts (springs, cables, rollers) | 1 year | Premature fatigue under normal use | Free replacement; beyond warranty at cost |
| PVC curtain / slats | 1 year | Tear under normal operation, UV degradation | Free replacement panel |
All warranty claims are handled by your dedicated account manager. See also: Shipping & Delivery and Installation Support.
Four steps. No forms to fill out, no ticket queues. Your account manager owns the process end-to-end.
Send a WhatsApp message or email with your door model, serial number, and a photo or short video of the issue. The serial number plate is riveted to the header bracket of every RAX door.
An R&D engineer reviews your submission, confirms the exact part needed, and – if the door is out of warranty – provides a transparent quote at factory cost with no markup.
In-warranty: free, shipped via DHL/FedEx, delivered in 5-7 days. Out-of-warranty: quoted at cost, ships 3-5 business days after payment confirmation.
We provide a video call walkthrough for fitting the part. If the component was revised since your original order, you receive an updated technical drawing at no charge.
Most field issues resolve in under 10 minutes. Your maintenance team can work through the checklist for each symptom – if the problem persists, contact your account manager with the step number where you stopped.
Need hands-on help? We offer live video-call troubleshooting and on-site guidance through our Installation Support program.
A 15-minute monthly check prevents 90% of field failures. Follow this schedule to keep your door running at peak performance and protect your warranty.
| Frequency | Tasks |
|---|---|
| Monthly | Visual inspection of tracks, rollers, and cables; clean photo-eye lenses; test safety reversal function |
| Quarterly | Lubricate tracks and rollers with silicone spray; check spring tension; tighten all bolts to torque specification |
| Semi-annually | Inspect cables for fraying or strand breakage; test motor current draw against nameplate rating; check all control box terminal connections |
| Annually | Full 100-cycle operational test; replace wear parts showing fatigue; update firmware if applicable; request RAX engineer video review |
Need replacement wear parts? Browse door operators and components or request parts directly.
RAX is a pure manufacturer since 1999. We do not rebrand, we do not outsource, and we do not disappear. The same 11,000 m² facility in Cangzhou, Hebei, with 60+ engineers and 20+ R&D engineers, stands behind every door we ship.
Planning a repeat order or expansion? Your archived tooling means faster lead times and zero setup costs. Learn more about our OEM/ODM capabilities or start with Project Planning.
Every RAX door ships with a serial number plate and an exploded-view technical drawing. Send us the serial number and we identify the exact part needed – no guesswork, no wrong orders.
Parts are supplied at factory cost plus shipping. No markup. Your tooling is still archived for up to 5 years, so even custom parts are manufactured without new setup fees.
Yes. Send photos and your model number. We engineer retrofit kits – new motors, control boxes, safety devices – that bolt onto your existing frame. See our door operators range for compatible upgrades.
Standard wear parts (rollers, springs, cables, photo-eyes, fuses) are stocked for immediate dispatch. Custom panels and specialty parts require 7-12 days production from archived tooling.
Damage from improper installation, modification without RAX approval, natural disasters, and normal wear beyond rated cycles are excluded. When in doubt, contact your account manager – we resolve grey areas in your favour.
More questions? Visit our general FAQ page or contact us directly.
Whether you need a single roller or a complete operator replacement, the RAX engineering team in Cangzhou is ready. Send your serial number, describe the issue, and we handle the rest – diagnosis, parts, shipping, and installation guidance.
