All of the requirements below must fulfilled or RMA will not be processed.

RMA Procedure and Requirements

Canadian and International Clients:

  1. The customer must attach the RMA label to the outside of the shipping package, as well as including all shipping documents (including packing slip) with the RMA number inside the package. (If the customer has not received an RMA label for their package please contact support here: [email protected])

  2. The customer must provide the product serial number to substantiate a warranty claim. If available, providing the proof of purchase will assist in efficient return processing.

  3. All shipments received collect will be charged back to the customer, this includes both freight as well as applicable duties and taxes.

  4. There is a flat rate bench fee per unit for all out of warranty work. The customer is responsible for ALL out of warranty shipping charges. Flat rate charges are dependent on product family and do not include additional time and materials to perform repair:

    Product FamilyFlat Rate Bench Fee
    BlueStorm, Xtreme, ComSync, Mini-PCIe, M.2, Blue Heat/Net, Freeform and Xtreme/IO Peripheral Families$50 USD
    Adapter Family (ADG###, CHG###)$50 USD
    COM Express Carriers
    (CCG###)    		$75 USD
    NVIDIA Jetson Carriers
    (ASG###, NGX###, AGX###)    		$75 USD
    Ethernet Switch Family (XDG###) $75 USD
    System Level Products and Solutions
    (ESG###)    		$125 USD
    COM Express® + GPU Embedded System
    (VXG###, DXG###, V7G###, D7G###)    		$125 USD

    For customers with payment terms, RMA fees are due on receipt of invoice. For customers without payment terms, RMA fees are due before the product can be returned.

  5. If a product is in warranty, the customer is responsible for shipping to Connect Tech. Connect Tech will pay the shipping back to the customer.

  6. The customer must provide a detailed problem description with each product to assist the repair staff. As much information as possible when filling out our return form will ensure speedy repair.

  7. Upon inspection, if units in return are not as expected or if inspection identifies customer damage that is determined unwarranted, the RMA will be held until approval of the above Out of Warranty conditions are approved and the process can continue.

Additional Requirements for International Clients

  1. The customer must state on the waybill and shipping package “Canadian goods being returned for warranty repair”.

  2. The customer must state on the above documents that the “Origin of goods is CANADA”, not the country from which it is being shipped. The customer must attach the RMA label to the outside of the shipping package, as well as including all shipping documents (including packing slip) with the RMA number inside the package. (If the customer has not received an RMA label for their package please contact support here: [email protected])

  3. The customer must provide the serial number as well as proof of purchase in order to substantiate a warranty claim. If the proof of purchase is unavailable, Connect Tech will determine the warranty status based upon the date the product was shipped, plus two months.

  4. If the customer cannot supply proof of purchase, Canada Customs may assess additional duties and taxes against the returning goods. The customer is responsible for these charges should they occur.

  5. The proof of purchase should be included in the shipping documents so that Canada customs will have access to it.

  6. The customer is responsible for the payment of any freight and brokerage charges that may be applied to the goods entering Canada. All goods must arrive prepaid by the sender.

  7. It is recommended that the Customer use a “door to door” service that is offered by various carriers such as FEDERAL EXPRESS, UPS AIR EXPRESS, UPS AIR EXPEDITED. These air freight options include customs clearance and brokerage.

  8. If an independent brokerage house becomes involved as an agent, additional charges may be assessed on the goods. These charges will be billed back to the customer.

  9. If UPS is the courier of choice you must choose the Billing Option: Bill Duty, Tax and shipping charges to the shipper.

  10. All shipments received collect will be charged back to the customer.

Conditions for Cross-Shipment Requests

In cases of extreme urgency, an RMA cross-shipment may be initiated by CTI Technical Support. This practice is subject to availability of a limited quantity of stock, and as such, cannot be exercised routinely. Please use the necessary discretion when considering how to best support applications where minimal downtime is critical. The most immediate remedy would be to keep spare hardware in stock.

In order to qualify for a cross-shipment for RMA purposes, CTI Technical support requires the following:

  1. Verification that an equivalent product(s) of the same product revision as the product being received for repair is available in this limited stock. CTI Technical support will make this confirmation and proceed with the following, where possible.

  2. In order to continue processing the cross-shipment, CTI Technical support requires complete customer contact information including Bill To and Ship To addresses and a valid credit card number (MasterCard, Visa or American Express) including ownership and expiry date. The full value of the cross-shipment will be charged to the credit card. The same amount will be credited in return upon receipt of the product being returned for repair, once it is deemed to be in re-saleable condition.

  3. Connect Tech Inc. reserves the right to exchange the same product once again to leave the customer with its original product purchased.