How do I send my product in for repair? How much is it? Where do I send it?

How do I send my product in for repair? How much is it? Where do I send it?

Please contact technical support via phone, email, or chat before sending your product in for repair. If they determine that the product needs repair, they will send you a Return Material Authorization (RMA) document, which includes the RMA number, packing instructions, and the shipping address of our repair facility.

Where do I send my product? All repairs are done at our service facility in Plymouth, MN. The RMA document contains the shipping address. Contact tech support to get an RMA document. You will need an RMA before you send in your product. Since these are specialty machines, electronics repair shops are not usually experienced enough to repair them. Our repair techs are specially trained to service our products.

How much does it cost?

In Warranty
- If your product is within the one-year factory warranty or if you purchased an extended warranty, repairs will be performed according to the terms of that warranty agreement. 
This usually means that parts, labor, and return shipping are covered by Primera. For USA and Canadian customers, the warranty includes return shipping via FedEx Ground. For all other international customers, the warranty does not include return shipping.

Out of Warranty - If your Primera product is beyond its limited one-year warranty period and is not covered by an Extended Warranty, Primera's depot repair facility in the USA will be pleased to repair it on a flat fee basis. Please refer to the flat fee rate table for details and exclusions. If you prefer expedited return shipping, you may pay for the extra cost of this shipping method during the checkout process. 

  1. For Canadian customers, please add $50 to the flat rate to cover increased return shipping costs and customs fees.  
  2. For all other international customers, the flat rate does not include return shipping.  This is calculated separately and added to the flat rate fee. 

Note on Warranty Start Date: The warranty starts when the product is first used/installed if this can be established with documentation.  Otherwise, it starts on the date of sale, as shown on the receipt or invoice. 

How do I Pay for it? Payment for non-warranty RMAs can be made via our online store.  You will be prompted to pay for the repair via email once the product is repaired. A customized link to the store will be provided at that time.

How long does it take? Once we receive the product, we will do any necessary testing and repairs and then send it back to you within 7-10 days. On many occasions, the repair time can be less than this. You may choose to pay to upgrade your return shipping to overnight shipping. We do not provide rush repair services for a fee to any of our customers. All customers are treated equally. Products are serviced in the order that they arrive at our service facility.

Can I get a Loaner? Primera does not provide loaner units to customers.

Can I buy Parts? Primera does not recommend that customers install replacement parts in products.  Instead, we recommend factory service. Factory service assures the product will be in working condition once it is returned to you. If you would still like to install replacement parts for your product, you must purchase them from our spare parts store. The warranty does not cover sending free parts to customers within the warranty. Always contact tech support for proper part identification and the appropriate part number. There are no refunds on parts if they do not fix the problem.

How do I package the product? It is best to use the original box and foam/cardboard supports. If you do not have the box, package the product in a box large enough to leave space on all sides. Do not use packing peanuts as filler material since the product will settle to the bottom of the box. Bubble wrap, wrapped in alternating directions, is best.  All products require at least three inches of space between the box and the product to provide an adequate crush zone.  Once wrapped in bubble wrap, the product should fit tightly in the shipping box.  Failure to follow proper packing guidelines will result in delays to your repair and increased costs for you.  You can purchase a box from our spare parts store.  You may also bring the product to a UPS or FedEx Store, where they will package the product for you.

How do I prepare the product for shipping? To prevent damage to internal components during shipping, movable items must be properly secured before packaging. For many products, this simply means securing the print carriage and/or robot arm with masking tape and removing or wrapping separate components such as disc bins or applicator label guides.   Please follow the link for Product Specific Instructions.

How do I ship the product? You are responsible for shipping the product to us. We recommend you take it to a courier service, such as FedEx or UPS, rather than the United States Postal Service or Canada Post. If you do send it through a postal service, we strongly recommend you get a tracking number for the shipment. Insurance is recommended.

Below is a list of all RMA Types:

Warranty RMA (RMA-28/30) Repairs, Labor, and Return Shipping are covered by Primera. The customer is responsible for shipping the product to Primera.

 

Non-Warranty RMA (RMA-50) If your Primera product is beyond its limited one-year warranty period and is not covered by an Extended Warranty, Primera's depot repair facility in the USA will be pleased to repair it on a flat fee basis. Please refer to the flat fee rate table for details and exclusions. If you prefer expedited return shipping, you may pay for the extra cost of this shipping method during the checkout process. For Canadian customers, please add $50 to the flat rate to cover increased return shipping costs and customs fees.  For all other international customers, the flat rate does not include return shipping.   


Extended Warranty RMA (RMA-60/61) Repairs, Labor, and Return Shipping are covered by Primera. The customer is responsible for shipping the product to Primera.

Exchange RMA (RMA-31/32). You may be eligible for an exchange RMA if your product fails within 30 days of your purchase date. Proof of purchase will be required. If you qualify, you have two options:

  • Exchange Upon Receipt - 31 (Fast). Ship the defective product to us. Once we receive it, we will send you a replacement via overnight shipping. This method does not require a credit card.
  • Exchange on Tracking Number - 33 (Faster).  We will provide you with a shipping label to send back your defective equipment. As soon as the tracking number shows that you have shipped the defective equipment, we will ship a replacement via overnight or ground*.  To speed up replacement, let us know as soon as you have shipped it. This method does not require a credit card.
  • Cross Ship Exchange - 32 (Fastest). (Advance Replacement - Best option if packaging was discarded) We will immediately ship you a replacement product via overnight or ground shipping*. If the RMA is created before 2 p.m. CST.  you will receive a replacement the next day. In order to ship out the replacement product without first getting the defective one back, we need to secure it on a credit card with a temporary authorization of funds for $1,000. This is not a charge, but it will reduce the available balance. As soon as you return the defective product, we will remove the authorization on your card, and it will not appear on your statement. If the defective product is not returned within 14 days, the credit card will be charged.  If you choose this option, you will be sent an RMA email with a link to provide your credit card information on our secure web store.
  • *Note on Shipping Method of Replacement Product: If your product is covered under the Two Year Extended Warranty + Hot Swap -or- is within the first 30 days of your original factory warranty, your replacement product should ship via FedEx Overnight; otherwise, it will ship via Fed Ex Ground. 

Credit/Refund RMAs (RMA-06). If you ordered the wrong product or are returning the product, we will set up an RMA for credit or refund within 30 days of purchase. Once we receive the product, we will begin the credit process. Once the product has been received, you will receive a credit within 7-10 days. Proof of purchase will be required. No returns will be accepted on opened/used supplies

90 Day Warranty (RMA-39). If you recently had your product repaired and it failed again (for any reason) within 90 days of the original RMA, you are eligible for a free expedited repair, including shipping both to the service facility and back to you.

Article ID: 44663