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FAQ

Welcome to our support portal

Frequently Asked Questions

  1. What is my product's warranty?

    We warrant our products to be free from defects in workmanship and materials with conditions and limitations. View our standard warranty in detail to learn more about your coverage.

  2. What if I forgot my account password?

    On the home page, click on the "Log In" link. Under the "Registered Customers" section, click on "Forgot Your Password?". Enter the email address you used to register your account, the security image and click "Reset My Password". You will receive an email to reset your password.

  3. The items in my shipment are incorrect, what should I do?

    We apologize for any inconvenience this may have caused. Our Return policy makes it easy to correct your order or receive a refund.

    • If you received extra items or incorrect items, please complete our RMA form or call us at +1-262-567-7256.

    • If you are missing items from your order, please complete our Warranty Claim Form or call us at +1-262-567-7256.

  4. How do I troubleshoot my TCU PLC?

    TCU PLCs have great troubleshooting guides right in the programming. To access the troubleshooting guide, go to the alarm screen and select the troubleshooting button. The screen shots will show the various components with red arrows to indicate areas that may be causing the PLC issue. Touch the desired arrow and the program will take you to another screen instructing you on how to troubleshoot the problem.

  5. How do I find my existing account number?

    Your account number can be located on a your invoice above your sold address. The account number will be alphanumeric. Or contact Customer Service to obtain your account number.

Latest Questions

  1. What if my company is tax exempt?
    Once you have created your account, go to your Account Dashboard and click on the link at the top titled "Tax Exempt? Certify Your Address Tax Exempt Status Here" to upload your exemption certificates.
  2. How do I find my Federal Employer Identification Number (EIN)?

    You can find your employer's federal EIN number by asking your accounting department or you can find it on your annual W2 statement. 

  3. My Temperature Control Unit (TCU) is not working properly, what do I do?

    We are sorry to hear your equipment is not functioning as expected. Please contact us at support@sentry-equip.com or at 262-567-7256 ext 8999 with the unit's Model Number and Serial Number so we can assist you with your needs. 

    For units older than 2012, model number and serial number information is available on the stainless steel nameplate. For units manufactured after 2012, the model number and serial number information is on a sticker on the inside, right hand side of the control box.

  4. Do you ship internationally?

    We're sorry, but we do not ship to international destinations for orders placed online.

    Customers outside of the U.S. (including U.S. territories) who wish to purchase Sentry products or parts will need to contact us directly or find a local Sentry representative.

  5. How can I pay for my order?

    We accept Visa, MasterCard, and American Express. Only one credit card can be used per order.

    Important: To place an order at sentry-equip.com, your billing & shipping address must be located within the Continental U.S., Alaska, or Hawaii.

  6. How are my shipping charges calculated?

    Your total shipping charges are calculated based on the following:

    • Total product weight

    • Shipping method

    • Subtotal amount after any discounts are applied

    • Any applicable surcharges

  7. Do you accept returns?

    All return requests are subject to our return policy. Click here for more details and to submit a returns request.

  8. Can I change or cancel my order?

    To modify or cancel your sentry-equip.com order, contact our Customer Service team at 262-567-7256 ext 8998 or email web.orders@sentry-equip.com. Please have your order reference number available.

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