Return Merchandise Authorization (RMA)

Desktop Health®’s global technical support team is always ready to help resolve printer issues. However, sometimes the printer must ship back to the manufacturer for repair.

Prerequisites:

  • A technical support case was submitted for the printer issue, and the issue is not resolvable remotely.

  • The technician submitted an RMA case.

  • The RMA representative reached out via email to coordinate the next steps for your RMA.

Shipping Costs

Important: Desktop Health® does not cover shipping costs for back to factory repairs. You are welcome to arrange and use your own carriers for any part of the RMA process. Desktop Health® can help arrange shipping by providing you with a quote to use our service. Please ask the RMA specialist assigned to your case if you need a quote or have questions.

  • Printers covered under the Silver Service Contract:

    • The customer pays to ship the printer to the manufacturer for repair.

    • Desktop Health® ships the printer back to the customer free of charge following the repair.

  • Machines not covered under a service contract:

    • The customer pays to ship the printer to the manufacturer for repair.

    • The customer pays to ship the printer from the repair center to their facility following the repair.

Prepare Printer for Shipping

  1. Build platform. Clean the build platform and ship it inside the printer, locked in position. See Clean Build Platform.

  2. Material tray. Ship the printer with one clean material tray that is locked in position inside the printer. This is required for testing purposes. See Clean Material Tray for cleaning instructions. See Maintain Materials for material filtering instructions.

NOTICE

Remove all the material from the material tray, and wipe the material tray clean with a paper towel before shipping. Failure to do so could damage the printer.

  1. List of current materials. Take a moment to write a list of all materials you are currently using on your printer. This is helpful for testing purposes. Print this document and ship it in the box with your printer.

Pack Printer for Shipping

  1. Locate the printer’s crate in storage. If you do not have the original crate, please see Purchase Crate .

  2. Clean the build platform. Empty and clean the material tray.

  3. Ensure the build platform and material tray are tightly secured inside the printer.

  4. Remove the Wifi antenna (if applicable.)

  5. Wedge a piece of soft foam between the orange hood and the front panel of the printer to protect the hood during shipping.

  6. Place the printer in the foam cutout of the pallet.

  7. Place the top foam piece on top of the printer.

  8. Place the black strap over the foam to secure the foam piece and printer in place.

  9. Place the cardboard cover over the assembled crate, making sure to tape the top together so that it is not open.

Important: Do not ship the following items together with the printer unless otherwise noted by the RMA representative:
  • Items from the Starter Kit, such as calipers, scrapers, and spatulas.
  • Material bottles and material tags.
  • More than one material tray, even if you have extras on hand (store your extra material trays on-site in a safe place away from direct exposure to light).
  • The printer’s power cable.
  • The ethernet cable and Wi-Fi antenna.

Purchase Crate

Desktop Health® advises to keep your crate at the time of purchase. If you do not have a crate for the RMA of your printer, you are able to purchase a new crate. Please contact your RMA representative for more information.