Support FAQs

Have a Support Question?

We are committed to being the best automated lighting company in the world by delivering quality products and services to our customers. Vari-Lite employees have a powerful commitment to the customers they serve. This commitment is one of the key elements to our success. We approach every encounter with our customers as a new opportunity to better understand and serve your needs. As all of our customers demand more, we welcome the challenge to be your competitive choice. Thank you for choosing Vari-Lite.


How do I contact someone in Customer Service?
Representatives are available from 8:00am to 6:00pm CDT Monday through Friday at 1.877.VARI.LITE or email us at entertainment.service@philips.com. A representative will respond to your email within 24 hours. Emergency after hours technical support is available at 1.877.VARI.LITE.

Where can I find the part number for what I want to order?
Check the appropriate Service Manual, all related Tech Bulletins and your subassembly swap sheets. Please verify that the part number is not located in one of these documents first. If you still can't find the part number, contact entertainment.service@philips.com or call customer service at 1-877-VARILITE. Representatives are available from 8:00am to 6:00pm CDT Monday through Friday.

What do I do if my order was damaged during shipping?
It is the recipient's responsibility to inspect the package upon receipt. If your package has been damaged in any way please contact the carrier immediately. Be sure to save the packing materials for inspection. If you need assistance with the carrier, please contact a Vari-Lite Customer Service representative.

What do I do if I did not receive everything in my order?
First of all, please check all the contents inside the packages then check the quantity for the item you ordered on the packing slip (receipt). If you still couldn't find the item, see if there is another package on the way. If you did not receive an item listed on your receipt, please contact Vari-Lite customer service.  All claims must be made within 10 calendar days after receiving the order.

What I received is different from what I ordered, what do I do?
Please contact vari-Lite customer service.  You must file a claim within 10 calendar days after receiving the order. We may need to contact you, and others who may have been involved in the transaction to verify the discrepancy.

How do I return a defective product or part for repair or replacement?
The first step is to call Customer Support at 1.877.VARILITE for technical assistance in evaluating the problem. After the problem has been diagnosed our Customer Service personnel can then arrange a return/repair if required. You may need to complete a Return Material Authorization (RMA) form.

What is return goods policy?
"Returned Goods: Requests to return non-defective merchandise must be made within 90 days from the date of shipment and is subject to a 20% restocking charge. Only regular items in the current line are returnable. Special, custom-made, made-to-order, or discontinued merchandise is not subject to return. Material with invoice value of $500 or less is not subject to return. All returned goods must be accompanied by a “Return Goods Authorization (RGA)” issued by Vari-Lite. Returns without a Vari-Lite issued RGA will be refused and returned to the customer at the customer’s expense. Merchandise must be returned in the original factory-sealed cartons in saleable condition. Returns must be made freight prepaid within 45 days of the date of Vari-Lite’s issuance of the RGA. All returned merchandise is subject to inspection. Non-saleable and damaged merchandise will be credited at salvage value or less costs of repairs. Vari-Lite reserves the right to issue credit at prices prevailing at the time of shipment, or time of return, whichever is lower, less the 20% restocking charge."

Where can I find my receipt?
Your Packing Slip should be retained as your receipt. The packing slip should be sealed in an envelope on the outside of a box.

What are Vari-Lite's Lead Times for Spare Parts / Assemblies / Gobo Orders?

Spare Parts (Hardware/Non-Assemblies):

Spare Parts (Sub Assemblies / S Parts):

Gobos:

Note: *For high quantity/volume orders lead times must be quoted.  Please contact your customer support representative for assistance.

If you are an Authorized VARI*LITE Dealer or Service Center, please visit the password-protected Dealer or Service Center Rooms for additional information.