How to return equipment for repair (obtain an RMA)

Published: 2009-06-15


Last Updated: 2019-03-13


Applies To



You need to return a hardware item for evaluation and repair.


Obtaining an RMA

You must obtain a Return Merchandise Authorization (RMA) for each shipment of hardware items BEFORE you ship your equipment to TimeKeeping Systems. Shipments received without an RMA are subject to a $25 handling fee.


Before contacting us to obtain an RMA, please gather as much information as possible about each piece of equipment you are returning and the problem(s) you are having.

After you have gathered this information, please send it to us to obtain an RMA:


After receiving your information we will generate an RMA and send you an RMA Instructions document.  This document contains:


When you receive your RMA Instructions document:

  1. Print Page 1.
  2. Verify and correct your shipping address as necessary.
  3. Complete the pre-approval options as desired.
  4. Make a copy of the page and place it in the box with your items.
  5. Ship your items to the TimeKeeping Systems address shown at the bottom of Page 1.


You should retain the shipment tracking number provided by your shipper for use in the event of a problem with the shipment.


When we receive your package:

  1. We will inventory the contents and compare them to the RMA item list. We will notify you via email (if you have provided an email address) that we received your package and confirm the contents inventory.
  2. We will evaluate your equipment. We make every effort to complete this process within two business days of receiving your items; however, if you have sent back more than five items the evaluation process may take longer.
  3. After evaluating your hardware we will proceed according to your pre-approval instructions.  If you did not indicate your pre-approval preferences, we will contact you with the results of the evaluation to request your instructions.
  4. If you have pre-approved the repairs, or after we have received your repair instructions, we will complete the repairs and ship the items back to you within two business days. Items will be shipped to you via the same method that you used to ship them to us (e.g. Ground or Next Day).
  5. An invoice for the repair charges (if any) will be sent to you.