Jupiter RMA Policy

To obtain an RMA number, please fill out and submit the RMA Form.

Do not send products of any kind to Jupiter if they do not have an RMA number plainly displayed on the outside of the package. Without an RMA number, packages will be refused by the receiving department and returned to you. When you receive your RMA number, please follow the RMA Instructions completely (see RMA Shipping Instructions page). This instruction page contains a shipping label, cut this label out and use it. It has a place for the RMA number on it. Print the RMA number on this line. All instructions for returning your product are on this page.

It is the intent of Jupiter to provide the smoothest and quickest replacement of defective or failed parts. It is Jupiter's policy to receive the defective part in-house before shipping a new part or repairing the one received from you. In emergency situations we can ship the same day the failed part is reported - with an over-night shipment. Emergency shipment requires a credit card or company PO prior to shipment. Failure to receive the failed part within thirty (30) days of shipment will result in Jupiter billing the credit card or PO for the full list price of the part shipped plus shipping costs. Emergencies are handled on an individual basis and require interaction with a Jupiter technical support representative.

All advanced parts shipments, and system or parts returned, will be shipped to the address entered on the RMA Form. Be sure that this address is correct. If you need parts sent to the end-user's site make sure that this is the address entered on the form.

RMA Numbers will be forwarded via e-mail to the e-mail address on the RMA Request Form. It is Jupiter's intent to forward RMA numbers to the customer on the same day the form is received, but will always be sent within two working days. In most cases even if the RMA number cannot be sent, the in-warranty replacement part can often be sent the same day if the form is received by noon Pacific Time. Shipment of advanced replacement parts is not dependent upon your receipt of the RMA number. The RMA number is only necessary for returning the replaced (failed) part.

If your system is no longer covered by a warranty you will need to supply a credit card number or Purchase Order to cover repairs. We must have the PO# or credit card number BEFORE we ship a repaired item back to you.

RMA Repair Warranty

All items repaired by Jupiter are warranted for a period of 90 days. This period applies whether the system was under warranty or not. Systems repaired under warranty keep the original warranty period or 90 days, which ever is longer.

Sales Returns/Restocking Fee

Customers may return unused items to Jupiter within 60 days of original shipment from Jupiter. Items must be in their original packaging. All returns are subject to the following restocking fee schedule: 50% restocking fee for all Jupiter hardware systems and software, 25% restocking fee for all other parts. Customers are responsible for any and all freight and customs charges.

Shipping Policy

In all cases, customers must obtain an RMA number by submitting an RMA Form to Jupiter.

Ship systems or parts to Jupiter freight prepaid with the RMA number clearly indicated on the shipping label and on the waybill. Shipments which arrive without an RMA number will be refused and returned to the customer at customer's expense.

Proper packaging must be used on all return shipments. Customer is liable for any damage incurred in transit and will be charged if new shipping materials are required for return shipment.



To avoid delays, foreign shipments should include our Customs Broker on all shipping documents:
Customs Broker
RF International, Ltd.
Phone: 650-697-8150
Fax: 650-697-8105

Any customs charges incurred by Jupiter on in-bound non-warranty shipments will be added to the repair charges. All systems are shipped back to the customer freight collect. Customer pays all customs charges incurred by using their own Customs Broker.

Additional RMA Shipping/Return Instructions can be found here.