Return Merchandise Authorization (RMA) Policy & Procedure

Note: Before submitting your RMA request, please review the following policy and procedure. To avoid delays in processing your request, please follow these guidelines carefully.

As of December 16, 2010, customers must submit RMA requests using the RMA Request Form (PDF). You must complete the RMA Request Form in its entirety.

If your product is not under warranty, you must provide your credit card information and print/sign the completed form. If you have credit terms with Carlson, you have an alternate option to send us a signed purchase order for $250. If your Carlson equipment is under warranty, you will not receive any charges for repairs or return shipping (UPS Ground).

If charges do apply, you will receive a repair quote and payment instructions. Carlson charges $150 per hour for labor, with a one-hour minimum. We will obtain an approved estimate for any additional parts and labor. Carlson will make no charges without prior authorization.

You may fax the completed form to +1 (707) 822-7010.

Our typical response time is 1-2 business days. A Carlson technician will contact you prior to approving an item for return. The technician will attempt to correct the problem over the phone. If the technician confirms the need for a return, he/she will approve your RMA request and give you an RMA number for labeling your package and tracking your repair. Please note: Carlson will refuse any returns received without an RMA number.

Shipping Instructions

Note: Carlson is not responsible for damage caused by shipping.

Send entire system: To ensure you receive the best service when returning equipment, please send the entire system. This includes the base/master unit, CPE/remote unit and repeaters, if any.

Avoid static damage: Stay grounded, using a grounded ESD wrist strap, when handling static-sensitive board assemblies. Use static-sensitive packaging material.

DO NOT USE STYROFOAM.

DO NOT TRANSPORT OR SHIP BATTERIES INSIDE THE UNITS.

Label with RMA Number: Clearly write the RMA number on the outside of the shipping container. If shipping from outside the United States, please mark with RMA number and ship prepaid, door-to-door.

Send to:

Carlson Wireless Technologies, Inc.
Service Department
2700 Foster Avenue
Arcata, CA 95521
USA 

Click here to download our RMA Request Form. You must have a PDF viewer to use this form. Follow the link below to download Adobe Reader.

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