Frequently Asked Questions

General

How do I decide which actuator is right for my application?

Go to www.actuonix.com to see in-depth listings for each actuator type. You can also download the datasheet for each actuator type to see all the detailed specifications, wiring diagram, part drawings and 3D CAD files. There is also an applications page where some examples of actuators in use are listed. Finally, you can contact sales@actuonix.com for assistance.

How do I find my product?

To find the product(s) you're looking for your may:

1. Use the navigation menus on the top, left & bottom of our website.
2. Type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

Accounts

How do I create an account?

1. Click the “My Account/Order Status” link at the top right side of our site
2. Enter email address
3. Select “I am a new customer”.

Then simply follow the prompts to complete setting up your account. Your information is never sold to any other company and is kept completely private. Please review our privacy policy for more information.

How do I edit my account information

Click the “My Account/Order Status” link at the top right hand side of our site to edit your account information.

I forgot my password

Click the “My Account/Order Status” link at the top right hand side of our site. Under the login box you'll see a link that says “Forgot your password? Click here”. That link will send an email to you with your password.

I have a question about my charges

Click the “My Account/Order Status” link at the top right hand side of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact our customer service department at sales@actuonix.com.

Product Questions

What are the included accessories for?

L12, L16 and P16 accessories:

We have included new mounting brackets and spacers for holding the square aluminum shaft housing secure and level with the actuator’s body. The spacers are specific for each model and are clearly marked.

Can I slow my actuator down?

Yes, by lowering the voltage you drive it with. The voltage specified for each actuator on the data sheet is the maximum allowed. If you use a lower voltage the actuator will move more slowly, and push less force. To lower the voltage you can use fewer batteries, add a voltage regulator to your circuit or use PWM of the drive voltage. There is a minimum voltage required to overcome the friction inside the actuator, and this will depend on the load you attach to it. Please note: the minimum voltage for the L12-I & R types and the LAC is 3.5 volts for the control circuit to operate.

NOTE: if using a “P” series actuator with our LAC board, you can adjust the speed of the actuator through the speed adjustment pot located just above the X4 connector block. You will have to power cycle the LAC to load the new settings.

You can find the datasheet for our LAC board here.


How can I check which products are in stock?

You can check our stock status two ways:

1. From our home page click on the "Company Information" tab, scroll down to the "Inventory" tab and you will see another drop-down of all our products. Click on the one you're interested in to view our stock.

2. From a product page, you can click the inventory tab, within it there is a link to view the inventory of that product.

Will 2 actuators of the same voltage and gearing run at the same speed?

The speed of 2 actuators of the same voltage and gearing can vary due to internal friction variances. However if you need to have 2 actuators running at the exact same speed, send us an email. Quite often we can test a pair for you to be as close to the same speed as possible.

Do you have 3D models of your actuators available for download?

Yes, you can find all of our downloadable files on our Product Documentation page.

How do Actuonix Micro Actuators work?

All Actuonix micro linear actuators use a lead screw driven by a PMDC motor to create linear motion from a DC voltage. When power is removed they will hold their position. If a force large enough to overcome the internal friction is applied, the actuator will back drive.

How long will my actuator last?

The life will vary greatly depending on your application. Everything from load, temperature, humidity, speed, duty cycle and voltage stability will affect the lifespan. We encourage our clients to do their own testing to determine our product's lifetime suitability for their particular application. To get the longest possible life from your actuator see these tips.

How to light an LED with a PQ12 “S” series actuator when the limits are reached

Here is the link to a circuit diagram showing how to connect a PQ12 “S” series actuator to a light an LED when the limit switch is engaged

Can I paint my actuator?

Sure you can! We have had great success with Plasti-Dip spray. Be careful not to paint the actuator shaft, just the exterior housing. NOTE: Actuators can not be returned after painting.

I can't get my LAC board to work

Sometimes, the LAC boards aren't loaded correctly with their default values. Before contacting tech support, please try the following 3 things:

1. Double check your connections, and that you have power to the + and – terminals of connector block
2. Check that all four of the blue potentiometers on the LAC are turned fully clockwise.
3. Power the LAC off and then back on to load the default settings.

Now try the LAC again. We have a video series on using our LAC board on your YouTube channel, you may want to check that out as well.

If you are having trouble installing the LAC software's drivers, our support department has a fix for that. Some builds of Windows 10 will not install the LAC drivers properly.

No you can not. USB alone cannot provide enough power for the LAC board and an actuator. You will need to provide DC power to the positive and negative terminals of X6 via a battery pack or external DC adapter. This voltage must be the same as the actuator's required voltage . (6VDC or 12VDC).


The light on my LAC board won't come on

The light will only come on if the board has both power and a valid input signal. If the LED won't come on be sure to check the data sheet to ensure that you have a valid input signal connected properly.


Where can I download product documentation?

All of our product documentation and data sheets can be found here: Product Documentation .


I have the datasheet but what does it all mean?

Check out this Tech Note for an explanation of the terms and units on the datasheet.

I need help with Arduino

We do not offer Arduino support. We have however put together some information and links to articles about using our products with Arduino. You can find that page here.

Will the “R” series linear servos replace the servos in my RC plane/car/boat/robot?

The L12-R, L16-R or PQ12-R are designed to be a plug-and-play replacement for RC rotary servos and will work with most RC receivers.

Ordering and Shipping

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your items.

When do you ship?

We ship all order of in-stock items at 2pm PST Monday-Friday.
Note: If using your own FedEx account for shipping, the cutoff is 11AM PST. We have an early pickup as we are in a rural area.

What are my options for payment?

During the checkout process you may choose any of our current payment options and continue to place your order. We accept Visa, Mastercard and PayPal. For qualified customers we accept Purchase Orders. If you just need a quote to requisition payment, please choose “Proforma Invoice/Quote” as the payment method. Please note that we will not ship your order until we receive payment.

I'm getting an “AVS Mismatch” when I place my order with my credit card

This means that the billing information you entered does not match the billing information of the cardholder. You will need to change your billing information to exactly match the credit card you are using as our system uses address verification.

How much does shipping cost?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the checkout page where you will be offered shipping method choices and their prices.

Do you ship to my country?

Please create an account by clicking the “My Account/Order Status” link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the drop-down menu of available countries, unfortunately we cannot ship to your country at this time. Generally if UPS will ship to you then we will ship to you.

Do I have to pay duties?

You the customer are responsible for duties imposed by your country upon importation. Please be aware that if you reject a package because it has duties owing, it may not be possible to retrieve it and even if we can you will not be refunded for your order as we will have the pay these duties to get the package back.

How can I get a copy of my receipt?

After logging in, click the “My Account/Order Status” link at the top right hand side of our site to print invoices.

How do I change quantities or cancel an item in my order?

Click the “My Account/Order Status” link at the top right hand side of our site to view orders you have placed. Then click the “Change Quantities/Cancel Orders” link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?

Click the “My Account/Order Status” link at the top right hand side of our site to track your order
Note: If you selected “Canada Post Small Packet Air International” for your shipping method, there is no tracking available for this service.

I never received my order

Click the “My Account/Order History” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your package tracking numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, lease contact customer service for assistance.

I received the wrong product

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

For additional questions about shipping, please read our shipping policies.

Product Warranty

Actuonix Motion Devices' sole obligation and liability for product defects shall be, at Actuonix's option, to replace such defective product or refund to customer the amount paid. In no event shall Actuonix's liability exceed the buyer's purchase price. The foregoing remedy shall be subject to buyer's written notification of defect and return of the defective product within 180 days of purchase.

This Limited Warranty does NOT cover:

1. Products purchased from an unauthorized re-seller

2. Products purchased through online auctions

3. Damage caused by
   (a) Accident, fire, abuse, misuse, neglect, unusual physical or electrical stress or modification
   (b) Improper or unauthorized installation, wiring, repair, testing or
   (c) Use of the product outside Actuonix Motion Devices' data sheet guidelines for that product

4. Normal wear and tear
5. Instances in which anyone other than Actuonix Motion Devices staff alters, modifies or services the products in any way
6. Products that have had the serial numbers or date tags removed or altered
7. Batteries contained or used in our product
   
8. Instances in which a manufacturing defect is not present, but the product has exceeded its useful lifespan.*

*The motors in our actuators, as with all DC motors, have a rated lifespan from the manufacturer; this varies by model. The expected lifespan will decrease when the device is run in extreme conditions including:

- Higher than 20% duty cycle
- Extreme hot or cold temperatures
- Input voltage above or below the value indicated on the datasheet

Depending on operating conditions, it may be possible to exceed the actuator's useful lifespan within the warranty period. In such cases, the actuator will not be covered by warranty.



Customers with warranty claims must email us at sales@actuonix.com for an RMA number BEFORE returning their product. Your RMA number must appear clearly on the outside of the returned package. Product must be shipped back to us prepaid of all taxes.

Any RMA shipped to us with the shipping charges or duties owing will be refused.

Returns

What is your return policy?

Actuonix Motion Devices accepts merchandise returns subject to the terms as outlined below and will replace the product or refund our money at your option. To facilitate processing of returned merchandise please contact a Customer Service Representative to obtain an RMA (Returned Merchandise Authorization) number first prior to returning a product. You can reach customer service at 1-888-225-9198 or sales@actuonix.com

All returns of non-defective merchandise must be made within 30 days of the date of invoice and be accompanied by the original invoice number and a brief explanation of the reason for the return. Parts returned due to customer error may be subject to a 25% restocking charge. Returned merchandise must be in original packaging and in unused condition.

Defective merchandise may be returned within 180 days of the original invoice date and need not be in original packaging.

Return freight charges must be prepaid. C.O.D. Returns will not be accepted.

Any parts specified as “Non-Cancelable/Non-Returnable” at time of quote or sale are not returnable.

Ship items back PREPAID to the address below:

Actuonix Motion Devices
RMA#
Unit 201, 1753 Sean Heights
Saanichton, BC
Canada V8M 0B3

On the customs documents, make sure to check “Goods returned to owner/manufacturer for repair/warranty” using tariff code 9813.00.00.95 otherwise they will be taxed again.

When will a return credit appear on my account?

Credits usually take a couple of business days from the time we receive your item(s).

Can I return custom units?

We do not accept returns on custom actuators.