Welcome to Support Page!

Installation Support!

Please follow the " EFiX SET GUIDE" on the main page for efix installation. We have added additional support under "FAQ" section. (main page FAQ link)

EFIX COMPATIBLE HARDWARE.

We only support hardware that is listed under "efix compatible hardware" you may check the hardware compatibility page from our home page as well as efix manufacturer site: www.efi-x.com. We do not support any hardware that is not listed on our "hardware compatibility List" Please note we follow manufacturer website. We do not test all the hardware’s listed on manufacturer compatible list. Please do your setup within 30 days from received date.

Please see our FAQ.

SOUND: please see FAQ

NETWORK: please see FAQ

VIDEO: please see FAQ

1. RETURN related questions. Please send email at sales@zougate.com for refund enquires. Please include your order number in your email. Your RMA number is your original order number. We do not accept return after 30 days from invoice/received date. All returns have 15% restocking fee. Please see our return policy for more information. You must open a support ticket for all returns. We do not manufacturer efix usb, We are a reseller of efix usb. We suggest at all times to create a backup before updating/upgrading your os x version; make a carbon copy of your hard drive before updating/upgrading. We do not suggest updating your efix firmware if all the function is working for you. We do not have any ways to revert your firmware version once it is updated to newer version. Most firmware releases are meant for newer models of motherboard, if you have older model motherboard we definitely suggest not to update firmware.  

2. EFIX FIRMEWARE UPDATE or to test your efix usb after 30 days, we require prepaid postage envelop from our store to your destination. We do not pay for shipping to or from our store after 30 days of invoiced/received. Please do not ship package which requires signature, you may use tracking services to track your package. Any efix received after 30 days for test or firmware update must pay for shipping fees, for USA $15 all other countries $35, should it not include a prepaid postage envelop or box.

2a. Do not update your firmware or update/upgrade your os x if your system is stable/functional, if you must update/upgrade your os x, please make a back-up copy of your existing hard drive first before os x update/upgrade. For efix firmware be absolutely certain that this will fix your existing issues before updating the firmware. As there is no way of going back to old firmware once it is updated.  

2. TRADE-UP Question.

1. EFIX USB V1/V1.01, and/or EFiX USB V1.1 trade-up/exchange option for efix v3 is not available. If you purchased your efix usb v1.1 within 30 days you may exchange your efix usb v1.1 for efix usb v3 without paying restocking fee. You would only pay the additional amount for efix v3.

3. EFiX-REPAIR-REPLACE: (under warranty)

Please see our FAQ "Repair-Replace-RMA" Please do not ship any units without your original order number. Make sure we can reference your package when we receive it, any item/s after 30 days must include prepaid shipping label. Our standard shipping and handling charge for US $15 and International is $35. All warranty repair are authorized by manufacture, therefore efix usb may take 21 days or more due to shipping to Lab in TW. efix warranty is void for the following reason (not limited to); any physical damage, hacking, any trace of hacking, connecting efix to firewire port, not following installation guide. Zougate.com does not decide on any warranty matter or replacement; manufacture has the solo right for warranty replacement. To register your unit with manufacturer please click the link http://apsm.asem.com.tw/registration.html  for all efix usb v3, it is highly suggested to register your unit within 30 days of purchase to keep manufacturer warranty.

4. SHIPPING:

Please make sure your shipping address is correct when placing order. Should your goods get lost due to wrong shipping address provided by you, we are not liable for unit/s getting lost due to carrier misconduct or wrong address provided. Once goods are shipped according to your instruction we are not responsible for delay or lost. Should additional shipping require, there will be a shipping charge.  We do our best to ship to PayPal verified shipping address but you have the option to change your shipping address when placing order. We do our best to help customer should a matter rise due to shipping.

OUR SHIPPING ADDRESS:
when shipping item/s to Zougate.com, please make sure to include order number with your item, and the purpose for shipping: example: on top of the box. Zouagte.com –Firmware update and “your order number”, or Zougate LLC-test and “your order number”.

Zougate.com
3592 Rosemead Blvd Suite 497 
Rosemead,  CA 91770

Hour of Support:

M - F

10AM to 6PM PST

info@zougate.com for general purpose

tech@zougate.com for technical purpose

ph: 626-789-EFiX (3349)

Ph: 626-228-2995

 For Technical Support You must provide the following information:

a. Motherboard model.

b. Video card model.

c. Numbers of hard drives connected to your motherboard; make sure your SATA DVD Drive and SATA Hard Drive is connected to Intel Supported SATA ports.

d. EFIX V1/V1.01, EFIX V1.1, EFiX USB V3 and its firmware version.  

e. Steps you have taken already to solve the issues, give us detail steps of your issues, you must have your order number included in your support ticket.

f. you must have gone through our “Quick Start Guide” before opening any support ticket for technical support.

g. your feedback is always welcome, please send us your feedback at info@zougate.com so we may better assist you and others.

h. Your support ticket respond would be delay if any of the above information is missing; especially your components model numbers.

i. We provide support for initial setup of your system. Issues due to firmware update or os x update; due to complexity of coding, There is not much help we can provide, except those information that we search through efix manufacturer official forum. Official support forum: http://forum.efi-x.com

j. We do our best to support any customer who has an efix usb, keep in mind we do not write codes, and only reseller. Issues due to update or upgrade are not supported by us. You are always welcome to send us an email regarding issues from update/upgrade and/or firmware update, we will do our best to replay with what we know from efix official forum and by talking to efix official dev team.