Return Materials Authorization Process

Our RMA Process

Request an RMA for your component.
- Returned products require an RMA number to ensure the component is correctly correlated to your original purchase and shipped to the correct location.
- To request an RMA, use our RMA request form or email our support system. If emailing, please include your name, phone number, the shipping address for the replacement component, the serial number of JackRabbit, Delta-V, or Pegasus unit, and a description of the problem you encountered. Please include "RMA Request" in the subject line of the email.
- You will receive a confirmation email that the RMA request was received, as well as a ticket number from our support system.
- Our staff will email you an RMA number and information on packaging and returning the component to us.

Send the component to Scalable Informatics.
- Once your RMA is issued, please follow the emailed packing guidelines and ship the component to the address below.
- We recommend shipping using a courier who provides package tracking and insurance, as Scalable Informatics is not responsible for damage incurred during the shipping process.

Obtain determination from Scalable Informatics.
- You will receive an email once your shipment is received and examined to indicate the approval status of your component. It typically takes 1-3 days from the time we receive your component to review and respond to your RMA.
- Should we require further information regarding the component or related issues, we will email or call you to facilitate quicker resolution.
- If you have any questions on the progress of your RMA request, please feel free to email the support system (including the ticket number in the subject line) or phone us.

Receive resolution on your RMA.
- If your RMA is approved, you will receive an email indicating the shipping status of your replacement component.
- Replacement components may be refurbished parts which carry a warranty matching the unit or 90 days, whichever is longer.