Product Warranty

Stay Fresh Product Warranty

The freeze dryer (vacuum pump included) is covered by a one year full warranty and limited three year warranty (U.S.).

For one year from the date of delivery, Stay Fresh Technology LLC,, at its option during the warranty period, will repair or replace without charge (except for a fee for shipping, handling, packing, return postage, and insurance which will be incurred by the customers in Alaska, Hawaii, and Puerto Rico) any parts of the freeze dryer that prove to be defective in materials or workmanship when it is installed, used, and maintained in accordance with the provided instructions. In addition, the refrigeration system of the freeze dryer (compressor, condenser, evaporator, etc) is covered by a two through three year limited warranty. During the second through third year from the date of delivery, Stay Fresh Technology LLC, at its option during the warranty period, will repair or replace without charge (except for a fee for shipping, handling, packing, return postage, and insurance which will be incurred by the customer) any parts of the refrigeration system which has proven to be defective in materials or workmanship when it is installed, used, and maintained in accordance with the provided instructions.

The freeze dryer (vacuum pump included) is covered by a one year limited warranty (International).

International customers are responsible for shipping, handling, packing, return postage, and insurance of the freeze dryer and parts. For one year from the date of delivery, Stay Fresh Technology LLC,, at its option during the warranty period, will diagnose and send any replacement parts of the freeze dryer that prove to be defective in materials or workmanship when it is installed, used, and maintained in accordance with the provided instructions. In addition, the refrigeration system of the freeze dryer (compressor, condenser, evaporator, etc) is covered by a two through three year limited warranty. During the second through third year from the date of delivery, Stay Fresh Technology LLC, at its option during the warranty period, will diagnose and send any replacement parts of the refrigeration system which has proven to be defective in materials or workmanship when it is installed, used, and maintained in accordance with the provided instructions. 

This warranty does not include:

• Any condition resulting from incorrect or inadequate maintenance or care.
• Damage resulting from misuse, abuse, negligence, accidents, transportation damage, inadequate power supply, fires, or acts of God.
• Dissatisfaction due to buyer’s remorse.
• Normal wear and tear, e.g., scratches on the acrylic door.
• Damages incurred during assembly or maintenance.
• Products with original serial numbers that have been removed, altered or cannot be readily determined.
• Product that has been transferred from its original owner to another party.
• Any modifications, changes, or improper use of the freeze dryer.
• Damages caused by: services performed by unauthorized service companies; use of parts other than genuine parts provided by Stay Fresh Technology LLC. or parts obtained from persons other than authorized service companies.

Stay Fresh Technology LLC shall not be liable for consequential or incidental damages such as property damage and incidental expenses resulting from any breach of this written limited warranty or any implied warranty. Some states and provinces do not allow the exclusion or limitation of incidental or consequential damages, or limitations on the duration of implied warranties, so these limitations or exclusions may not apply to you. This written warranty gives you specific legal rights. You may also have other rights that vary from state to state.

Claim procedures:

• Claims for missing parts must be made within 60 calendar days after the merchandise is received.
• Any claim for defective merchandise returns must be packed in original packaging.
• We reserve the right to specify that items be returned to the original warehouse for inspection or be inspected by our representative in the field.
• Pictures are required to claim defective merchandise, along with a copy of the original invoice.
• If the claim is justified, the item(s) or part(s) will be repaired or replaced or a credit will be issued. It is our policy to replace parts whenever possible. 

If you need service keep your receipt, delivery slip, or some other appropriate payment record to establish the warranty period should service be required. If service is performed, it is in your best interest to obtain and keep all receipts. Service under this warranty must be obtained by contacting Stay Fresh Technology LLC at the phone number or email below. Obligations for service and parts under this warranty must be performed by Stay Fresh Technology LLC or an authorized service company. Product features or specifications as described or illustrated are subject to change without notice.

Product FAQs

Stay Fresh Product FAQs

How to Warm Your Pump for Optimal Performance?

1. Access the Function Screen:
   • From the main screen of your Stay Fresh freeze dryer, press 'Functions' to enter the function screen.
2. Warm the Pump:
   • Activate the pump by pressing the 'Pump' button. Allow the pump to run for 15-30 minutes, depending on the current room temperature.
3. Turn Off the Pump and Start Your Batch:
   • After the pump has sufficiently warmed up, press the 'Pump' button to stop the pump.
   • Press ‘Back’ to return to the main screen.
   • You can now start your freeze-drying cycle with the confidence that your pump is ready to perform optimally.

How to Clean Your Freeze Dryer's Industrial Pump?

Step 1: Drain the Oil
Remove the drain screw with a hex key to completely drain the oil. Tilt the pump to ensure all oil is removed.

Step 2: Remove the Front Cover
Unscrew the four screws securing the front cover. Use a sturdy hex key for leverage, then carefully remove the cover.

Step 3: Clean the Interior
Wipe the inside with a dry towel, removing any gunk. Clean the cylinder and ensure no water remains. If rust is present, gently clean with a non-scratch sponge.

Step 4: Unblock the Oil Intake Hole
Check and unblock the oil intake hole at the bottom of the cylinder. Use a stick to ensure it's clear.

Step 5: Reassemble the Pump
Ensure the black seal is properly positioned, then replace the front cover and securely fasten the screws.

Regular cleaning extends the lifespan and performance of your pump. Follow these steps annually or when necessary to keep it in optimal condition.

Which freeze dryer should I buy?
Choosing the right freeze dryer can be a daunting task given the complexity of the technology and the variety of options available. Stay Fresh currently offers two primary models: the Standard and the Mega freeze dryers. Each serves different needs depending on your usage, from family needs to small business applications.