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Support Options for Nemesis Devices
Inquiries
If you have any questions regarding Hydra EMS products or services, please call us at 510-870-5237.
Nemesis 2.1
Nemesis 2.1 owners who purchased their unit from an authorized dealer with proof of purchase may receive support via web or phone for a fee of $75.
Nemesis 2.7
Complimentary support is available to registered users within their units' support period. Information on registration can be found below.
Nemesis 2.6
All Nemesis 2.6 units are out of their technical support period. To receive support, please contact us via phone or web. A $75 fee may apply for support requests.
Nemesis 2.5
Nemesis 2.5 owners who purchased their unit from an authorized dealer with proof of purchase may receive support via web or phone for a fee of $75.
Policy for Returns/Upgrades
Returning an Item to Us

We understand that some customers may be dissatisfied with their purchase. As such, our return policy is outlined below.

All units must be registered with us before being eligible for service. To register your unit, click the "Support/Registration" tab, click "New Ticket/Registration", and click continue. Follow the instructions to register your unit and we will confirm your registration as soon as possible.

Note that in order for a unit to be eligible for no-cost service it must not have been modified or tampered in any way and it must be within the warranty period. In the event that we suspect that a unit has been modified or tampered with by anyone other than a Hydra EMS employee or authorized dealer the unit will be returned to you without service. In the event that a unit is out of warranty, fees will apply. If this occurs we will contact you with the fees required to service your unit.

All returns are handled via shipment to our facilities in Newark, California and in Singapore. When your request for a refund is received, an RMA number will be issued. Your RMA number expires 30 days after it is issued; as such, your items to be returned must arrive at our facility within the 30-day period. You are responsible for shipping the items to us. We strongly recommend using a shipping service that provides tracking. Please send all items to the following address:

For units sold in the Americas:
Quantum Performance Development
ATTN: Returns
6167 Jarvis Avenue #207
Newark, California 94560
USA

For units sold in Asia-Pacific:
Thrust Technology Pte Ltd
ATTN: Returns
7500A Beach Road, #15-320, The Plaza.
Singapore 199591
Singapore

For units sold in countries not included in the above, or if you have any questions about the returns process:
Please inquire at returns@hydraems.com

Remember to include your RMA number on the box your items are shipped in. All shipments without RMA numbers will be refused and returned to sender.

Please note the following restrictions for our return policy:

  • Requests for return RMA numbers must be made within 15 days from the invoice date.
  • All parts are subject to a 25% restocking fee.
  • There are no returns on used parts or electronic equipment.
  • Items must be in their new and unused condition.

Servicing a Defective Item Within the Warranty Period

All exchanges are handled via shipment to our facilities in Newark, California and in Singapore. Your warranty expires one year after the unit is manufactured if the unit is not registered with us, or one year after the date of registration if the unit is registered with us. When your request for an exchange is received, and it is deemed that your unit is within the warranty period, and RMA number will be issued. Your RMA number expires 30 days after it is issued; as such, your items to be returned must arrive at our facility within the 30-day period. If you require more time to ship out your unit, please send an e-mail including your RMA number and your request to returns@hydraems.com We strongly recommend using a shipping service that provides tracking. You are responsible for shipping the items to us. We are not responsible for damage inflicted upon during the shipping process. Please send the defective item to the following address:

For units sold in the Americas:
Quantum Performance Development
ATTN: Returns
6167 Jarvis Avenue #207
Newark, California 94560
United States of America

For units sold in Asia-Pacific:
Thrust Technology Pte Ltd
ATTN: Returns
7500A Beach Road, #15-320, The Plaza.
Singapore 199591
Singapore

For units sold in countries not included in the above, or if you have any questions about the warranty process:
Please inquire at warranty@hydraems.com

Remember to include your RMA number on the box your items are shipped in; all shipments without RMA numbers will be refused and returned to sender.

Upgrading a Hydra EMS Unit

All upgrades are handled via shipment to our facilities in Newark, California, and in Singapore. If you would like to upgrade your unit, send an e-mail with your request to upgrade@hydraems.com. An RMA number will then be issued to the e-mail address provided. Your RMA number expires 30 days after it is issued; as such, your unit must arrive at our facility within the 30-day period. We strongly recommend using a shipping service that provides tracking.
You are responsible for shipping the unit to us. We are not responsible for damage inflicted upon during the shipping process. Please send the unit to the following address:

For units sold in the Americas:
Quantum Performance Development
ATTN: Returns
6167 Jarvis Avenue #207
Newark, California 94560
United States of America

For units sold in Asia-Pacific:
Thrust Technology Pte Ltd
ATTN: Returns
7500A Beach Road, #15-320, The Plaza.
Singapore 199591
Singapore

For units sold in countries not included in the above, or if you have any questions about the upgrade process:
Please inquire at upgrade@hydraems.com

Before any upgrade starts, your Hydra unit will be tested for 24 hours for any defects. If any defect is found, a $75 diagnostic fee will be charged for diagnosis of the device. If any repair is needed, the $75 diagnostic fee will be credited toward any repair cost. Standard upgrade time for your unit is 2-4 business days from the date of arrival at our upgrade facility. Your unit will be held at our facility until a payment for the upgrade is received. All upgrades from previous versions of Hydra (versions 2.1, 2.5, and 2.6) to the current version of Hydra (2.7) include FedEx ground shipping to the 48 contiguous United States and the District of Columbia, or USPS Priority Mail to Canada. You will be charged for shipping if your unit is shipped internationally (excluding Canada), if your upgrade is an addition of a feature to a Hydra 2.7 unit, shipped to Hawaii or Alaska, and/or if expedited shipping is requested.

All upgrades purchased on or after April 1st, 2012 include a 1-year warranty in the upgrade price that begins the date the unit is upgraded. Once the unit is registered, the unit will receive free technical support and warranty for one year beginning on the registration date. This must be completed 60 days after the unit has been shipped. An additional year of warranty coverage may be purchased at the time of upgrade only. Upgraded units purchased before April 1st, 2012 with serial numbers below 11726 purchased without an extended warranty are not eligible for warranty.

Nemesis 2.6 units that were offered free 2.7 Beta upgrades and did not purchase an extended warranty are not eligible for warranty.

All sales for upgrades are final; no refunds are given.