RMA

RMA: I provided all the necessary documents, but I haven’t received the RMA instructions yet. What do I do?

Our Customer Support Team strives to answer all requests within 1-2 business days maximum. All RMA Instructions are sent to the address you entered in a web form or sent in your request from. If for some reason you don’t see an email from us within that time, it is likely your email software has filtered or blocked our email.

 

The following action will ensure you receive Apogee Emails:

• Search through your junk mail and bulk mail folders for Apogee email reply, as it could have been placed there by your spam filters;

• Add noreply@apogeedigital.com or apogeedigital.com domain to your address book;

• If you can’t perform the above action, contact your e-mail/Internet provider’s Customer Support Team and check your email configuration settings;

If you believe all your email settings are correct, please contact Support and they can re-send the email or in some cases can provide documents directly. Support is available via online live chat Mon-Fri 8am – 6pm, or you can create a new support ticket www.apogeedigital.com/support/contact-support

RMA: What is a valid proof of purchase?

Apogee accepts the following items as proof of purchase:

  • A copy of a sales receipt or shipping invoice from an authorized reseller with reseller validation that lists the following information:
    • Customer or company name
    • Reseller name and address
    • Apogee product and version purchased
    • Purchase date
    • Purchase price

Note: If there is a customer or company name on the proof of purchase, it must match your name or the company name in your account in order to be valid. Retail receipts without a company or individual name are acceptable.

If the proof of purchase you received doesn’t include the information above, contact the reseller for a replacement proof of purchase.

 

The following items do not qualify as proof of purchase:

  • Purchase orders, quotes, or delivery notes
  • Receipts that are handwritten, typed, or created with a word processor
  • Receipts from purchases made on Internet sales or auction sites from any third party who is not an Authorized Apogee Reseller  (Ebay, Amazon purchases that are not shipped from and sold by Amazon.com)
  • A serial number

 

Please note that registered products on Apogee’s website still require proof of purchase to enable warranty in an RMA.

RMA: How can I provide Apogee with proof of purchase?

  • When you register your Apogee product, upload a copy of your proof of purchase through the registration form:
    www.apogeedigital.com/support/register
  • When an RMA has been initiated and you receive an email with the RMA form to fill out, the RMA form will have a place where you can upload a copy of your proof of purchase.

Note: If not in electronic form, you can scan the receipt or take a clear picture of the entire receipt and upload that picture.

RMA: What are the shipping requirements?

  • Please package your return product very carefully, if possible in the original Apogee box and packing material to prevent damage during transit. If the original packing is not available, we recommend at least one inch of padding all the way around your product. You will be surprised to know that over 35% of packages we received last year were damaged in shipping. To avoid problems, please insure your shipment.
  • You can use the shipping service of your choice to ship your product (e.g. UPS, FedEx, etc.), but the package should be insured for an appropriate value and you should be able to track it. We recommend that you do not use regular Mail Postal Service.
  • Apogee cannot be held responsible for packages that are lost or misdirected en route to our service facilities. Please ask your shipper to record your RMA number on all paperwork.
  • Please allow 1-2 weeks for return of your product. Under normal circumstances, your product will spend no more than 14 working days at Apogee. We are not responsible for the time it takes the courier service to deliver or return your product.

RMA: What shipping cost am I responsible for?

  • You are responsible for shipping your unit to our facility and insuring the shipment.
  • Please make sure to write your RMA Number on the outside of the package.
  • On warranty service, you pay for shipping to Apogee, and Apogee will pay for return ground shipping within the continental United States, Alaska, Hawaii and Canada.
  • For non-warrantied products, the customer is responsible to pay for shipping to Apogee. The customer is responsible for a separate charge for return shipping that Apogee will include with the invoice for the out-of-warranty repair charges.

How do I check the status of my RMA?

If you’d like to check the current status of your RMA, first check for email notifications from Apogee.
Apogee will send notifications when:

  • Your RMA is submitted
  • Your RMA is incomplete
  • Your RMA is ready to ship
  • Your unit is received
  • Your unit was damaged during shipping
  • Your unit has been shipped

You can also contact Support via online live chat Mon-Fri 8am – 6pm PST, or send an email to rma@apogeedigital.com

RMA: What shipping address will be used when your unit is repaired?

When your RMA is first submitted, you will receive an email notification with your RMA details. Make sure to verify the address listed in that email, as this is where your repaired/replaced unit will be shipped to.

If you wish to modify your shipping address, please contact us within the 2 business days of your RMA submission and we will be happy to update your info.

If you haven’t notified us via email at rma@apogeedigital.com of any shipping address changes within 2 business days of your RMA submission, Apogee will not be responsible for any package shipped to the unwanted address.

RMA: What is the standard repair time in the US?

Standard repair/replacement times are 7-10 business days upon receipt of your unit in our system. Please allow 1 to 2 business days for the unit to be received in our system and 1 to 2 business days to be returned from our repair facility.