RMA Shipping Address and Instructions

RMA Purchase Order (Preferred)

Once an RMA is created, a notification email will be sent to the RMA contacts on file. No response is required. This billing method ensures the fastest and most efficient RMA processing.

Individual Purchase Order

When an RMA is created, an email will be sent to the RMA contacts on file requesting a purchase order (PO) for the RMA deposit. Processing will begin once the PO is received.

Submitting individual or itemized purchase orders may delay your RMA. To simplify future returns, please complete our DocuSign form to keep an RMA PO on file.

Important: After your RMA is created you will receive an email that must be completed and returned. Your RMA will not be processed until we receive your response.

Advance Replacement

If an advance replacement is approved, OpenEye will ship a replacement product and provide a return shipping label. Please use the same box and label to return the defective item.

In Warranty Part

For products under warranty that require part replacement (e.g., storage drive, power supply), OpenEye will ship the replacement part via FedEx Overnight (10:30 AM). A return shipping label for the defective part will be provided.

Repair

This option applies when sending a system in for repair. Please review the shipping information section below. Once OpenEye receives the system, you will be contacted via email with next steps.

Return

Eligible products may be returned for credit. Please complete our Credit Return Form and email it to support@openeye.net.

• Parts returned within 45 days qualify for full credit.
• Parts returned between 46–90 days qualify for credit minus a 15% restocking fee.
• Products must be new and in resalable condition to qualify for credit, regardless of the purchase date

Note: See Warranty Order Application Terms and Conditions for more information of RMA types and process.

Out Of Warranty Part Replacement 

No RMA is required. To purchase legacy parts, please email rmadept@openeye.net

Shipping Address:

1730 North Madson Street
Liberty Lake, WA 99019

• Advance Replacements: Ship via FedEx Overnight (10:30 AM). A return shipping label will be provided.
  • See Warranty Order Application Terms and Conditions
• In-Warranty Parts: Ship via FedEx Overnight (10:30 AM). A return shipping label will be provided.
  • See Warranty Order Application Terms and Conditions

• Repairs:

  • Clearly write the RMA number on multiple sides of the shipping box.
  • OpenEye does not provide a return shipping label.
  • OpenEye will match shipping method up to 2-day shipping when returning repaired systems.
  • Return shipping costs are included in the repair charge.

• Returns:

  • Clearly write the RMA number on multiple sides of the shipping box.
  • OpenEye does not provide a return shipping label.

Important:
OpenEye is not responsible for units damaged during shipping. Use the original packaging or equivalent protective packaging when returning systems.

• Do not return accessories (e.g., power cables, adapters, keyboards, mice, manuals). OpenEye is not responsible for accessories included in returns.
• Leaving rack mounts installed may cause physical damage during transit and result in additional repair costs.

Customer Video 

Please back up all important video and configuration data before returning your system. OpenEye is not responsible for data loss during upgrades or repairs.

Note: OpenEye wipes all hard drives as part of the testing process. If you do not want the drives wiped or tested, please contact OpenEye Support before returning the system.