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Reviews

★★★★★We purchased our PRIMO Melter and EZ system from Melting & Filling Equipment for our ointment and... Rowena, Herbs From Wales, UNITED KINGDOMRead more
★★★★★We love the PRIMO 1000 & PRIMO 2000 we ordered. They are definitely speeding up our wax melt... Tyson K., Candle Warmers Etc.Read more
★★★★★I just wanted to take a moment to thank all of you- you are truly a pleasure to do business with.... Shannon D., Pure Light Candle CompanyRead more
★★★★★We were so pleased with our melting tank that we ordered another melter the same exact day. It... Jim, J.C. Danczak, Inc., Westfield, MassachusettsRead more
What used to take me hours, now takes me minutes! Love it!! I will recommend your company to other... Sonja Minic, Managing Director & Candle Artisan, Green Scents Pure Soy Candles, AustraliaRead more
Without the AutoShot system in our facility we would have had extreme backorders and labor costs... Kevin Preece, COO, Scentsy, Meridian, IdahoRead more
It takes us 15 minutes to do what used to take us 45 minutes. AND, that was just the first day. Thomas Crane, Purely Wax Werks, Vancouver, WashingtonRead more
NASA/MSFC has the requirement for a Wax Melter, Pump and Transfer System with custom upgrades and... Steven S., NASA, Marshall Space Flight CenterRead more
WaxMelters customized our extreme tank exactly the way we needed it. This PRIMO 2000 is even better... Tom B., Wholistic BotanicalsRead more
We are still so happy with the (2) PRIMO 50 melters we bought from you 8 years ago for our soy... Glenn C., Madeline Island CandlesRead more
We're growing FAST and that PRIMO 75lb melter is a huge piece of it…we will most likely need one... Dave D., Dilo HomeRead more
We purchased the EZ Filling System and increased our production 50% the first day! Reduced our... Ellen Kay R., New Boston CandleRead more

All reviews

Home / Resources / Technical Support, Manuals & Repair / Technical Support & Service Request

Technical Support & Service Request

Factory technical assistance

Request help with WaxMelters equipment, replacement-component identification, suspected warranty concerns or factory evaluation. The guided form routes your request and collects the information needed for review.

Start the support request Review manuals & troubleshooting

Stop using equipment if there is an issue and review the manual and troubleshooting steps. Do not open enclosures without contacting WaxMelters.com.

Before Submitting a Request

Starting with the applicable manual or issue guide prevents repeated questions and gives the technical team useful diagnostic results.

1
Use the Matching Guide

Complete the applicable written checks and watch the issue-specific video when one is provided.
2
Gather Equipment Details

Have the model, serial number or order number, controller information, operating details and clear photos ready.
3
Submit One Guided Request

Select the request type and attach the troubleshooting results so M&FE can determine the appropriate next step.

What can this form help with?

Choose the option that most closely matches what you need. The form will show the relevant follow-up questions.

Manual / Instructions

Help identifying the correct manual, setup procedure or operating instructions.

Equipment Not Working Correctly

Operational, heating, flow, controller or other equipment-performance concerns.

Replacement Part / Component

Identification and compatibility review for a factory replacement component.

Warranty / Factory Protection

Required troubleshooting and documentation for a suspected covered condition.

Repair / Factory Evaluation

Review of a component or unit that may require qualified service or factory evaluation.

Something Else

Technical support needs that do not fit one of the equipment-specific paths above.

Have This Information Ready

Company and contact information
Equipment model and serial number or original order number
Material or product being processed
Normal operating and set temperatures
Electrical supply information, when applicable

Document the Reported Condition

A clear description of what happens and when it began
Controller display, status or error information
Results from the applicable troubleshooting steps
Clear equipment, control-panel and data-label photos
Video of the condition, when it can be captured safely

Guided intake

Technical Support & Service Request Form

Send your request to support@waxmelters.com with the model, serial number, voltage, photos or video and a short description of the problem, or call (888) WAX-MELTERS | (888) 929-6358. You can also start with Kate, our chat assistant, for guided troubleshooting.

Do not ship equipment or components until M&FE provides written instructions or authorization. Completing troubleshooting or submitting this form does not itself establish warranty coverage or authorize a return.

What happens after submission?

M&FE reviews the information and determines the appropriate next step. Depending on the equipment and reported condition, that may be additional troubleshooting, component identification, replacement-part guidance, remote technical assistance, service by qualified personnel or factory evaluation.

Service Request

Equipment Troubleshooting & Service Request

Please review your manual and the troubleshooting steps and videos first. Then send the details below and our factory service team replies by email. Urgent? Call (888) WAX-MELTERS | (888) 929-6358.