Technical Support

Smoky Lake is proud to offer a lifetime limited warranty on the TIG welds of its handcrafted maple equipment.

What Scenarios Are Not Covered Under Warranty?

Our TIG warranty is designed to stand behind our craftsmanship. Scenarios that would fall outside the realm of our craftsmanship — and thus fall outside the realm of the TIG Warranty — may include the following:

• Tearing welds due to excessive torque, leverage, pressure.
• Galled fittings (The result of inadequate thread tape).
• Damage from improper storage, cleaning, care or maintenance.
• Damage from commercial pan cleaners or vinegar cleaners.
• Welds or “fixes” that were not performed by an authorized Smoky Lake craftsman. Smoky Lake can not take responsibility for work it did not perform and will not provide any form of compensation for work/maintenance performed by unauthorized craftsmen/women.
• Equipment which was not purchased from Smoky Lake nor any of its authorized distributors.

What Costs Are Covered Under Warranty?

• All labor for the repair of approved warranties is covered for free.
• If you are unable to transport your equipment to our shop, Smoky Lake offers free logistics support to help get your pan back to our shop safely.
• If your warrantied equipment was received with a defect right out of the box — in other words, the product was never used and the warranty claim was filed within 6 months of receiving the product — then Smoky Lake will arrange transportation and cover the cost of shipping. However, our standard shipping procedures/methods will still apply. We thank you in advance for your patience as we schedule the next white glove carrier to your area (if applicable).

How To Get Your Equipment Fixed

Regardless of whether or not your pan is covered under warranty, we are here to support you. Please follow these steps and let’s get you taken care of.

1. OPEN A SUPPORT TICKET at the bottom of this page. We will circle back with you as soon as we have had an opportunity to review your case with our craftsmen.
2. LOCATION & TRANSPORT
   • All repairs are done at Smoky Lake Headquarters in Hilbert Wisconsin.
   • Often, if you have a scheduled appointment, repairs can be performed while you wait. This depends on the type of repair that is needed.
   • If you need help arranging safe transport of your equipment to our shop, we are happy to provide free logistics support. We will aim to make shipping hassle free and to help you find the best shipping price possible.
3. YOUR RESPONSIBILITIES
   • Dirty equipment is NOT weldable and will contaminate our welding environment. Smoky Lake does NOT offer a pan cleaning services. It is YOUR responsibility to bring pans to us ready to weld. See our tutorials online if you have questions about cleaning your pans.
   • When possible, repairs need to be handled during the summer months. NEVER WAIT UNTIL LAST MINUTE.

For two years from the original date of purchase, your Smoky Lake Auto Draw-Off System is covered by a limited warranty against manufacturing defects. Smoky Lake Maple Products, LLC will repair or replace components which prove to be defective in materials or workmanship.

How To Get Your Auto Draw-Off System Serviced

Regardless of whether or not your system is still under warranty, we are here to support you. Please follow these steps and let’s get you taken care of.

1. OPEN A SUPPORT TICKET AT THE BOTTOM OF THIS PAGE. We will circle back with you as soon as we have had an opportunity to review your case with our technician.
2. TROUBLESHOOTING:
   • Ideally, we will be able to identify a solution over the phone/email. However, there are often cases in which we need the system in front of us.
   • If we determine we need your system in front of us, please the full system to Smoky Lake, 208 N 12th Street, Hilbert, WI 54129.
   • Occasionally, if you have a scheduled appointment, it is possible for some types of repairs to be addressed while you wait. This depends on the amount of troubleshooting that is needed for your particular case and our current work loads.
3. YOUR RESPONSIBILITIES:
   • When possible, repairs need to be handled during the summer months. Please do NOT allow known issues to sit until the following maple season.
4. SOLUTIONS:
   • After our technician reviews your system, we will typically send you either a video or a simple email summary of our findings. We want to make sure we are all on the same page.
   • If there are parts that are under warranty that need replacement, then we will supply those parts in the return shipment and we will cover the cost of return shipping.
   • If there are parts that are NOT under warranty that need replacement, we will reach out to you to discuss your options and costs.

Smoky Lake stands behind the quality and craftsmanship of its hydrometers. We will replace any Smoky Lake hydrometer that has an obvious craftsmanship issue (such as a pinhole or a slipped paper in a GOLD series). We will also cover any shipping damage, as long as it is reported IMMEDIATELY upon receipt of the shipment. Before we can provide a replacement, we will need clear photos of the damage/defect, the serial number on the hydrometer, and proof of purchase.

Due to the inherent fragility of glass, we are unable to warranty/exchange/refund any used hydrometers. For example, it is not possible for us to warranty a hydrometer that has cracked after being dropped in a test cup.

It is the customer’s responsibility to inspect and report any concerns immediately upon receiving their shipment, and BEFORE using the hydrometer. This policy allows us to serve you best. Thank you for understanding.

The stack temperature thermometers include a 1-year limited warranty.

When installed properly, the stack temperature thermometers are inherently very reliable and hassle- free. That being said, if something doesn’t seem right, please submit a support ticket at the bottom of this page and let’s take a look.

We will need to know the following information:

1. What issue are you experiencing?
2. How high up on the Stack Pipe did you install the probe?
3. What type of pan/evaporator do you have?
4. Include a photo of the dial and the probe.

If a replacement dial is warranted/validated, Smoky Lake will replace only the dial with probe. The customer will simply swap the new dial into their existing frame, fastening it with either screws or rivets.

In these special cases of a dial replacement, we offer a total of only ONE replacement dial. We will also offer helpful tips/education regarding how to prevent damage on your replacement part. If your issue resurfaces after the first replacement, additional replacements cannot be issued.

What Causes a Dial to Fog Up?

The most common cause is that the dial has been immersed in water. Because of this, the manufacturer of our thermometers does not cover moisture in the dial as part of their warranty. That being said. We are your partners in maple and we are here for you. Here are some options we have for remedy:

Options for remedy:

OPTION 1: The good 'ol container of rice trick... Place the thermometer in a container of rice. Often this can help draw out the moisture within the dial face.

OPTION 2: Replacement All thermometer varieties are available on our website except for the Murphy Thermometer which is typically not sold alone. If you need a replacement Murphy Thermometer, please submit a support ticket at the bottom of this page.

Looking forward...

Regardless of which remedy you choose, it may be helpful to educate all your helpers on how to clean the thermometer safely. We recommend wiping the dial face with a clean cloth. Never immerse the dial face in water or otherwise expose it to excessive moisture.