We have placed below the most frequently asked questions for your convenience. If you do not see the answer to your question(s) please feel free to contact us at 1-800-365-2826.

What information do I need when calling about warranty parts?
1. The bed’s Serial Number and Manufacture date.
2. Pictures of damaged acrylics or damaged d├ęcor pieces must be sent in to be approved before we can issue the replacement part.
3. All parts must be returned with in 10 days of invoice date to receive credit.
4. All returned parts must have a Return Authorization Number, or it may delay your credit.
5. Please call the office for any other questions you may have.

How many lamps are run on a ballast?
Tanning beds that utilize a choke-start type of ballast will have a 1-to-1 ratio, meaning that only 1 lamp is run by a ballast. Beds that use a Magnetic ballast will run two lamps per ballast. Examples of a choke start bed are: All Ergoline units. Examples of a magnetic type of bed are: Sundash models. To help properly identify which type of unit you have, please contact a member of our service team.

I have a lamp out in my bed, what do I need to do?
First off, check to make sure that the lamp is not cracked or broken. If everything looks intact, try removing the lamp and swapping it with one beside it that you know works. If the lamp still doesn’t light, then you need to move on to the next step. If the unit is equipped with a starter for each lamp, try swapping this out with another(working) lamp. If the lamp still does not light, then you will need to replace your ballast. Please remember that some models of tanning beds utilize a two-lamps-per-ballast wiring. So when you swap the lamp, try not to use the one immediately next to the defective lamp.

Why is my main timer (CCS) beeping?
The most common reason for a main timer to begin beeping is due to one of your beds being disconnected from the timer system. This can be due to an electrical problem or a damaged wire. It some cases, it may be necessary to replace a communication chip inside of the tanning bed or room timer. Due to the complex nature of a salon wiring system, please call one of our service specialist to assist you in the troubleshooting process.

What do I do if my bed is not communicating with my timer system?
A damaged wire is often the culprit of this problem. Check all of your timer wiring inside the room to verify that there is no damage to the line or that the wire is not kinked or pinched in any way. If the timer wire looks good, then it is possible that you will need to replace a communication chip. Our service specialists can help you troubleshoot this type of problem and provide a timely solution for it’s repair.

What do i do if I receive damaged lamps?
1. Accept the package even though it is damaged.
2. Lift up one end of the box so the glass slides to the bottom.
3. Open the top of the box and tap the ends of the box with an inkpen to make sure all broken lamps slide to the bottom.
4. Count the un-broken lamps and call Customer Service at 1-800-365-2826 ASAP to report your damages and get replacements.

What is a call tag?
A call tag is where Electric Sun is issuing a return to be made by a carrier back to Electric Sun at no expense to the customer.

What do I do if a call tag is issued?
Repackage the items you are returning and seal the box. The carrier that is picking up the package will bring a label for you to fill out. If FedEx is the carrier, you will be required to fill out the paperwork. Please send all FedEx returns via Express Saver.