This document outlines SHAPE wlb Inc’s ("CA") Return Merchandise Authorization (RMA) process.
1. Standard Hardware Warranty Policy
The length of a warranty term may differ between product models. For details please see the specific warranty for your product.
SHAPE wlb Inc’s warranties are as follows:
CNC Machined Aluminum parts – Lifetime warranty
All fabric accessories – 6-month limited warranty
All Batteries and Chargers – 2-year limited warranty
Tripods (ST15,ST20,ST15MD,ST20MD only) – 3-year limited warranty
Other tripods – 1-year limited warranty
Electronic items (J-Box, battery plates) – 1-year limited warranty
Cables – 30-day limited warranty
All shoulder pads, rubber handles and rubber accessories – 90-day limited warranty
2. Tech Support Contacts
If your product exhibits signs of failure, you must contact our Customer Support department to verify product failure. If the CA Customer Support Representative cannot correct the problem by remote support methods i.e. phone or Email support and determines that the problem is the result of product failure covered under CA’s warranty policy, then an RMA Number will be issued.
CA Support Phone: +1 888-968-9810
CA Support Email: [email protected]
3. RMA Information
The following information is required to assign an RMA.
Reseller information — where the item was purchased (if applicable)
Your Phone Number
Your Email Address
Product Model or Part Number
Description of Failure or Problem
4. RMA Confirmation
Requests for RMA are typically processed during working day, between 9:00AM to 5:00 PM EST. RMA Confirmation will be accomplished by e-mail. CA technical support will send the RMA application form to the customer and customer will fill in the form and send it back to CA technical support. The RMA Confirmation is an RMA form with the assigned RMA number. This form must be put in the packaging when the product is returned.
5. RMA Return Shipment
Original packaging should be used if available to minimize the potential for shipment damage.
Please follow these guidelines when returning product to CA:
Use the products original packaging if still available
Ship the RMA items via traceable means to the below address
Write the RMA number on at least two (2) outside surfaces of each return package
Write RMA number on the Air Waybill and Shipper Documentation
Allow fifteen (15) business day Turn-Around-Time after receipt of RMA by CA
We will charge $10.00 minimum charge to replace any missing components or packaging for each RMA unit.
If items are damaged during return shipment due to insufficient packaging, it will be left to CA’s discretion to determine whether or not the product is repairable.
All RMA packages should be shipped to:
SHAPE wlb Inc – RMA#
1953 Rue Patrick-Farrar
Chambly, QC, J3L 4N7
All RMA returned items must be sent via traceable means. Examples would be UPS, FedEx, DHL, Purolator, or Postal Service Priority Mail. Be sure to retain the tracking information for your records. The customer is responsible for the product until it is received by CA. CA is liable for the returned item upon the receipt of shipment.
5.4. Delivery Charges
The customer is responsible for paying shipment charges when returning the product to CA. CA will pay for shipment of the repaired items back to the customer. CA ships all Canadian or US domestic returns with either FedEx or UPS Standard services.
6. RMA Turnaround Time
Within fifteen (15) business days after receipt of returned parts, the repaired or replacement item will be ready for return shipment. UPS or FedEx standard is used for shipment of Canadian and U.S. domestic returns. International Shipments will be sent via FedEx International Economy.
If the customer requires resolution within two (2) working days from receipt of returned parts, an expedite fee will be incurred, as follows: Finished products- 40% MSRP. The customer will also be required to pay expedited shipment charges over and above UPS or FedEx standard rates.
6.3. DOA Expedited
Within fourteen (14) days of purchase, Dead-on-Arrival (DOA) parts will be repaired or replaced within two (2) working days from receipt of returned parts. No expedited repair or shipment fees will be charged to the customer. Replacement items will be shipped via UPS or FedEx Second-day for domestic customers or FedEx International Priority for international customers.
7. RMA Repair and Test Procedures
All items returned under an RMA will be repaired, or at CA’s option replaced with either new or factory refurbished parts. If a returned product is determined to be damaged or misused, it will be handled according to the out-of-warranty policy below.
All repaired or replacement parts will have successfully passed the appropriate manufacturing quality assurance test procedures. These are the same tests that are utilized to verify “new build” parts as manufactured by CA.
Out-of-Warranty repaired items carry a ninety (90) day warranty. In-Warranty repaired items are warranted for the remainder of the original warranty or ninety (90) days, whichever expires later.
8. RMA Closing Procedure
If CA has not received the RMA requested items from the customer within thirty (30) days of the RMA assignment date, the RMA will be closed.
CA will not accept any packages without an open, valid RMA number appearing on at least 1 surface on the box/packaging and reference to the RMA number on the shipper or air waybill.
Only the specific items listed on the RMA will be accepted. All other items will be returned to the customer at customer’s expense. After return shipment of a repaired/replacement part to the customer, CA will close the RMA.
9. RMA Out-of-Warranty
A product whose warranty period has expired or which has been damaged or misused may be determined to be out-of-warranty. If your product is determined to be out-of-warranty, the following guidelines are applied.
9.1. Repair or Replacement
At CA’s option, an out-of-warranty product may be repaired or replaced with new or refurbished parts for a fee. Products that have been damaged or misused may be deemed non-repairable at CA’s determination.
Out-of-warranty repaired or replaced items carry a 90-day warranty. All shipping costs for out-of-warranty repaired and/or replaced items are the responsibility of the customer.
9.2. Repair or Replacement Fees
Out-of-warranty products offered on the current CA Price List will be repaired or replaced as determined below.
A $35.00 non-refundable diagnostic fee is required to determine whether the product can be repaired. If the product is repairable, the charge for repair will be 60% of the current customer list price. If the product can be repaired and the customer approves the charge, the diagnostic fee will be credited towards the repair cost. If the product is not repairable and the customer approves the replacement, the charge for replacement will be based on the current customer list price.
10. Payment Method Payment can be made as follows:
By credit card – Visa®, MasterCard®
Bank Wire Transfer
Return merchandise authorization