Support Center

Our dedicated imaging and information technology support teams provide a range of support services.
Please note: Product pages contain all relevant support resources.

Resources

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Documents

Access and download the latest product documents & files.

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Software

Access and download the latest software and firmware available.

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Tools & Calculators

Access and download tools and calculators.

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Demos

Access and view live online demos.

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Video Library

Access the latest Ganz product demo and training videos.

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Returns & Repairs

Access information regarding product warnings, returns, and repairs.

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Request Pricing

Request more information regarding product and software pricing.

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Warranty Information

Access information regarding product warranties.

Downloads

FAQs

Where can I purchase your products?

How do I locate a sales rep in my region?

How can I get pricing?

When browsing the product pages of our online product catalogs, you have the option to “Add to Quote Request”. This will add selected products to an automatically generated list. When you have completed the list, simply send it to request a quotation.

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Contact page

How can I check the status of an order?

To check the status of an order, call customer service for your geographical region.

  • East Coast: 1 (919) 230-8700 (8:30 am - 5:30 pm EST)
  • West Coast:  1 (310) 222-8600 (8:00 am - 5:00 pm PST)

Or you can reach out to our customer service team at:  cctvorders@cbcamerica.com

Please have your customer number and order number or purchase order number available to expedite this process.

How do I return merchandise?

The Americas:

If you are located within the Americas, you can reach our Technical Service Department directly at:
+1 (919) 230-8700
(8:30am - 5:30pm EST)

Outside the Americas:

If you are from another geographical region, please contact the appropriate CBC office nearest you (CBC Offices Worldwide).

All Returns Must Include:

  • Return Authorization Number (RA#)
  • The purchase order number.
  • Reason for return or description of the problem.

Request a Return Authorization Number (RA#):

It is required that you call technical support at (919) 230-8700 ext. 1 to obtain an RA# before returning the item. All returned items must be clearly labeled on the outside of the box with the RA#. RA's can only be issued to direct customers of CBCA.

IMPORTANT: We are updating our return and repair locations effective August 27, 2025. Please refer to the map below to identify your designated return and repair center.

Western region returns and repairs should be sent to:
NNR Global Logistics USA - LA Office
21023 S Main St, Unit B
Carson, CA 90745
CBCA / RA#: XXX

Eastern region returns and repairs should be sent to:
CBC America
3511 Shannon Rd, 3rd Floor
Durham, NC 27707
RA#: XXX

Warranty Information:

For a list of our product categories and their warranties, follow this link.

Product Warnings:

We recommend wearing gloves to avoid touching products directly when installing or repairing our lenses.

Please Note:

  • Freight on all returns must be pre-paid. No 'collect-freight' returns will be accepted.
  • Advance replacement of a defective product requires a new purchase order. Any product older than 60 days from the original invoice will NOT be advance replaced. Products will be returned to the customer with an evaluation charge if no defect is found.
  • Warranty repairs and replacements will be done at 'no-charge' and returned to customer prepaid.
  • Non-warranty repairs are subject to repair charges. The customer will be notified before repair only for an estimated repair charge over $50.00 unless the customer requests an estimate before repair.

How do I access information on discontinued products and their replacements?

When a product is discontinued, it will appear in the “discontinued product” section. Suggested replacement products and any downloads associated with the discontinued product can be found here as well.

Where can I find Warranty Information on your products?

Please follow this link to our Warranty information page: https://ganz.webflow.io/warranty-information

How do I become a distributor of your products?

If you are interested in becoming a distributor, please complete the Distribution Partner request form.

How can I place an order?

To place an order with us you must have an account with us. If you have an account, you can email any orders to cctvorders@cbcamerica.com.

Do you charge a fee for drop shipments?

No.

How do I signup for online product registration?

Register here: https://form.jotform.com/232336274900149

With online product registration, you will be notified when there is a software upgrade, any changes or additional accessories or support materials available for your registered product.

How do I get technical support?

It is required that you call technical support (919) 230-8700 and select option 1 when coming through the menu.

What are the hours of operation of the Technical Service Division (TSD) for technical support by telephone?

How can I find a Ganz distributor in my area?

What should I do if I currently use Internet Explorer as the browser for my security system?

  • You can download the Microsoft Edge Deployment Guide here.
  1. If you need further assistance, please contact our Technical Service Department.


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