Sanus customer service — professional guide for owners and installers

Sanus is a leading manufacturer of TV mounts, AV furniture, speaker stands and accessories; their product lines commonly appear at major retailers and online marketplaces. For owners and installers, excellent customer service is essential because many support requests concern safety-critical items (wall mounts, full-motion articulating arms). This guide explains how Sanus customer service typically operates, what information you must prepare, expected timelines, and practical steps to resolve warranty, parts, and installation issues quickly and safely.

Throughout this guide you’ll find concrete numbers and ranges that reflect typical market practices: mounts commonly sell from about $39 to $399 depending on features; replacement hardware packs commonly cost $5–$25; and typical initial customer-service response times are within 24–72 hours. Use sanus.com for the manufacturer’s latest contact and support pages before initiating a warranty claim.

How to contact Sanus customer service and what to expect

Start at the official support page (sanus.com/support or the Support link in the site footer). Manufacturer support channels typically include: an online form or email for non-urgent inquiries, live chat during business hours, and social channels for status updates. For retailer returns (Amazon, Best Buy, Home Depot), contact the retailer directly within their return window—most major retailers allow returns within 14–30 days of purchase; manufacturer warranties do not override retailer return policies.

When you submit a ticket, expect an initial acknowledgement within 24–72 business hours and a resolution timeline that varies by case complexity: simple replacement parts or hardware packs are often shipped within 7–14 business days after approval; product exchanges or warranty replacements can take 2–6 weeks if inventory or shipping logistics are involved. If you need an expedited answer for a safety issue (loose mount, broken weld, missing structural component), state that clearly in subject line and request priority handling.

Warranty, returns and the RMA process — practical details

Most Sanus TV mounts and related hardware are sold with a “limited lifetime warranty” that covers defects in materials and workmanship but not damage from improper installation, overloading beyond the stated weight rating, or modification. Typical exclusions include cosmetic damage, misuse, or failure caused by mounting to an unsupported substrate (e.g., hollow drywall without proper anchors). Proof of purchase is usually required: an invoice or order confirmation with date and retailer, and in some cases a serial or model number printed on the product box or a label.

The RMA (Return Merchandise Authorization) process generally follows these steps: 1) open a support ticket with model number, purchase date, retailer and photos; 2) receive an RMA number and precise shipping instructions; 3) ship the defective item (if requested) or await a replacement shipped directly. Expect an approved warranty replacement to ship in 7–21 business days; if parts-only replacement is approved, parts commonly arrive in 5–14 business days. If a repair is offered, ask for a clear estimate of repair time and whether shipping costs are covered.

Troubleshooting common issues: mounts, hardware and installation

Before calling support, perform a few quick checks that resolve the majority of issues. Confirm the model’s weight rating and your TV’s weight (most fixed mounts handle 30–150 lb; heavy-duty full-motion arms can exceed 175–200 lb). Measure and note the VESA pattern (e.g., 200×200, 400×400 mm), and check that you used the correct screw sizes; common screw sizes supplied with mounts are M4, M5, M6 and M8 for TVs and M8/M10 for lag bolts to studs. Verify the wall substrate and anchor type—mounting into a solid wood stud using a 3/8″ (or M10) lag bolt is standard practice for heavy loads.

If the mount is noisy, binding, or not moving smoothly, level checks and lubrication of pivot points often fix the issue: tighten fasteners incrementally and test at each step; do not exceed torque specified in the product manual. If a part is visibly cracked, ask support for a parts-only RMA; photograph the damage next to a ruler for scale and include the photo in your ticket. Keep in mind that damages from improper installation typically void warranty coverage, so document how and where the unit was mounted when requesting service.

Replacement parts, accessories and pricing expectations

Replacement hardware packs (screws, spacers, washers) are small and inexpensive; expect prices in the $5–$25 range if you must buy them separately. Replacement articulating arms or full assemblies are costlier and often priced between $79 and $399 depending on model and features (tilt-only vs full-motion with cable management). For accessories like soundbar mounts or specialty adapters, prices typically range $29–$129. Authorized dealers such as Amazon, Best Buy and specialty AV retailers frequently stock both complete units and accessory packs.

When ordering parts, verify SKU and model compatibility: a pack labeled for “Sanus VMPR1” (example SKU format) will fit only specified models. Shipping times from manufacturer or authorized warehouses commonly fall between 2–10 business days within the continental U.S.; international shipping will vary and may add 7–21 days plus customs clearance. If speed is essential, check local retailers or aftermarket hardware suppliers as an interim solution, but verify dimensions and ratings to maintain safety.

Checklist to prepare before contacting Sanus support

Collecting accurate, complete information dramatically shortens resolution time. Ahead of the call or ticket, gather the following items so the agent can approve remedies faster and reduce back-and-forth:

• Exact model number and SKU from the manual or product label.
• Purchase proof: invoice, order number, retailer name and purchase date.
• High-resolution photos of the product, damage, and mounting location (include a ruler or tape for scale).
• TV weight and measured VESA pattern (horizontal x vertical in mm), and description of wall substrate (wood stud, concrete, brick).
• Serial number if present, and a brief timeline of the issue (when first noticed, any changes).

Escalation path and practical tips if initial contact fails

If initial responses are slow or incomplete, escalate methodically: ask for a written RMA decision, the name and employee ID of the rep, and an estimated resolution date. If you do not receive a substantive update within the promised time (commonly 7–14 days), request escalation to a supervisor and document every interaction.

• Keep records: ticket ID, dates and times of calls, names of representatives, and copies of all photos and receipts.
• If the product presents an immediate safety risk, stop using it and note that in the ticket — this often accelerates handling.
• As a last resort for unresolved warranty disputes after documented escalation attempts (30–60 days), consider consumer protection resources such as your payment-card chargeback (if purchased by card) or local small-claims court; typical advice is to exhaust retailer and manufacturer remedies first.