Repair Policies (Instructions)

20 May 2025

TERMS AND CONDITIONS

 

Request a Repair

If your Juniper Systems product is in need of repair, paid upgrade, or servicing, please fill out the form at:

Repair (RMA) Request Form

Standard repair orders and expedited service repair orders are valid for 30 days from the date issued. Two-Day Expedite Service repair orders are valid for 14 days from the date issued. If you will not be sending the product to us immediately, please wait to request a repair until closer to the time when you are ready to send us the product.

Note: Juniper Systems strives to provide continued full repair services for our products for three to five years from end-of-life announcement of a product model. However, in some rare cases (depending on the repair need), it may not be possible to perform a repair due to an unforeseen discontinuation or lack of supplied parts from third-party vendors. Repair support for a product may continue beyond five years if obtaining replacement parts or tools remains economically feasible. Our policy is that we will do what is best and most beneficial for our customers and company.

 

Check Repair Status

To check the status of a current repair or upgrade, please enter the product serial number on our form at:

Repair (RMA) Status Form

 

Contact Information

Please have the following information ready when you contact us about a product that may need of repair:

After you have submitted a repair order, please ship the product to

Juniper Systems Repair Center
Attn: <Product Model>
SN # ______ (or supplied tracking number)
1132 West 1700 North
Logan, UT 84321 USA
Phone: 1-435-753-1881

Note: Additional charges may apply to any product that is shipped to us without a valid repair order having been submitted in advance.

 

Shipping Information

Use the address above to return products for repair or upgrade, which is in the Contact Information section.

Shipping Method and Costs

If shipping the product overnight for Two-Day Expedite Service (described in the Lead Time section below), we recommend using a shipping method that will ensure arrival early enough in the business day to provide us time to complete the repair the same day (if possible). Otherwise, it will be completed the next business day.

The customer has the responsibility to ship the equipment to Juniper Systems with all shipping costs prepaid. After repairing or replacing the equipment, Juniper Systems will ship the equipment back to the customer using the same delivery speed the customer used to ship the equipment to our facility, unless the customer specifies an alternative return delivery speed. We recommend that a PO Box is not used for the return shipping address. If you must have us ship to a PO Box, please contact support@junipersys.com to discuss. Return shipment costs are paid by the customer for non-warranty repairs and upgrades.

The customer is responsible for backing-up all needed data from the product before shipment (if possible). The customer is also responsible for providing accurate return shipping information as well as tracking shipping to and from the repair center. Any delivery failure claims must be made to the shipping agency within 60 days of shipment.

To reduce shipping costs, do not include any accessory items except those that may be needed to reproduce a problem description. Some shipping agencies may prefer or require that any product carrying case (plastic or otherwise) be contained within a cardboard container during shipments, or else additional charges may apply. A low quality or other non-qualifying shipping container that is received with a product may be replaced with a qualifying return shipping container without notice.

International Shipments

When shipping US-made product back to the USA for repair, replacement, or return, please ensure you have submitted the proper documentation for customs clearance and paid in advance for all expenses and duties incurred (if any). It is the customer's responsibility to ensure the device is packaged, prepared, and shipped to Juniper Systems. (If needed, you can refer your shipping agency to the information provided by UPS at their Country Regulations website by entering your country as the Origin Country or Territory and the United States of America as the Destination Country or Territory, checking the "Special Clearance Requirements"  box and the Show Regulations button. Your preferred small parcel courier may have similar information available.)

Juniper Systems recommends using a small parcel courier, such as UPS, FedEx, DHL Express, or US Postal Service, to avoid unnecessary delays and confusion in international transit. If you choose to use a freight forwarder, it is your responsibility to select the proper incoterms (DDP with the agreed delivery destination as Juniper Systems, Inc., 1132 West 1700 North, Logan, Utah, US) and utilize your own broker to ensure the RMA arrives at Juniper Systems. Juniper Systems will not broker the shipment into the US. You need your own broker.

We recommend using the following general codes and descriptions for international shipments:

Handheld Computers Being Returned for Repair or Replacement
Handheld Computers Being Returned for Retrofit or upgrade
New Handheld Computers Being Returned
Other Details

If you need other certifications, declarations, or assistance with shipping other items to our repair center, please contact support@junipersys.com for instructions.

 

Lead Time

Standard Repairs

Regular warranty and charged repairs or upgrades are completed within a standard repair lead time (a goal of about 10 business days) from arrival to the repair center (not including shipping time and time spent at partner facilities if not shipped directly to the repair center). For a list of events that could affect lead times, see our repair center closure dates.

Standard repair orders are valid for 30 days from the date issued. If the unit is not received at our repair center within the 30-day time limit the repair order may be voided, and a new repair order will need to be submitted.

If you need the repair or upgrade sooner, we offer Complete Care service plans and Expedite Service programs to speed up the repair, as explained below. Complete care must be purchased prior to the device being sent for repair. Availability to upgrade to Complete Care is contingent on a review of the device and finding it not in need of repair.

Complete Care Service Plan

Our Complete Care service plan offers many benefits, including faster repair service. For more information, please visit our Warranty Information webpage.

To order a service plan, please contact us at sales@junipersys.com.

Expedite Services

Two-Day Expedite - For $100.00 US dollars (in addition to applicable repair or upgrade charges and shipping costs) per product, our Two-Day Expedite Service ensures the repair is performed within 48 hours from arrival to us during business days (excluding weekends and holidays). This service is included with the Platinum Complete Care service plan.

We guarantee the equipment will get first priority service, and we will do everything in our power to ship it within two business days from its arrival to us. If we are unable to ship the equipment within this time frame, the customer will be notified of alternative options. All charged Two-Day Expedite repairs must have payment information provided in advance. If payment information is not recorded, the repair will be delayed while the full expedite fee will remain in effect.

A Two-Day Expedited repair order is valid for seven business days from the date issued.

 

System Updates and Data Management

As part of the repair process, we will install the current OS build and verify normal system performance. This will result in the removal of any data and programs on the unit. The customer is responsible for backing up all needed data from the product prior to shipment and will be responsible for installing any required programs when the unit is returned.

If it is not possible for data to be backed up, or it is critical that application software and/or other settings on the unit are not altered, then a data recovery/preservation option is available. Please contact us with your request. If this option is chosen, you must provide any usernames, login ID’s, passwords, PINs, or required files when submitting the RMA. Be aware that data recovery is not guaranteed. If data maintenance or recovery is requested in response to catastrophic damage recovery or app preservation, it may significantly increase repair times.

If expedited data recovery is requested, even if the repair time of the hardware is not a concern, there will be an expedited service charge. We cannot separate data recovery from expedited repairs.

 

Potential Warranty Coverage or Repair Costs

Some repair and return shipping costs may be covered by a warranty policy, while some may be charged for payment by the customer. Below are explanations for potential warranty coverage and/or repair cost payments.

Warranty Repairs

All repairs are evaluated for potential warranty or service plan coverage regardless of customer feedback. If you feel this repair falls under the warranty terms and conditions, enter "warranty" as the purchase order (PO) number when filling out the Repair (RMA) Order Form. To check the unit's warranty status, go to online warranty status. The repair technician will contact you if any charges apply to this repair. After any repair has been completed, Juniper Systems warrants the parts and workmanship of the repair for 90 days. This includes product repairs that are performed during on-site visits and at all repair center locations. The repair warranty is limited to parts (e.g. components that were replaced in the unit) and labor for that specific previous repair. For example, if the product is returned within the 90-day repair warranty period and the subsequent repair is unrelated to the previous repair, it is charged (unless covered by another warranty policy). For a list of the repair warranty exclusions, please refer to the exclusions stated in our standard warranty terms and conditions.

Charged Repairs

For repairs not covered under a warranty program, it is the customer's responsibility to provide payment information during the submission of the repair order. By submitting a repair order, the customer authorizes Juniper Systems to complete repairs on the equipment up to the customer's specified US dollar amount. After the initial evaluation is completed, a quote will be provided prior to any charges being applied.

Additional Fees

A minimum fee of one hour of labor will be applicable to any out-of-warranty product that arrives at the repair center. This fee or labor charge may be applicable to any non-warranty repair, even if the quote has been rejected.

Repairs that are on hold waiting for further information from the customer (such as payment information) in excess of 30 calendar days after initial contact by the repair center may be charged a processing fee of $100 per unit being repaired. The customer will be notified that the repair exceeded the allotted time and the fee has been charged to the repair. If the needed information is still not provided, the customer will be given an additional 15 calendar days to provide the requested information. If the information is still not obtained after the 15 days, the equipment may then either be charged an additional $100 processing fee for each month the repair is not completed, or the product may be returned to the customer in the original condition, at their expense, and be invoiced for the parts and labor involved in the assessment of the issue as well as the processing fee. This policy is in effect for all non-warranty repair orders.

 

Payment Method

We accept any of the following payment methods:

 

Replacements or Returns

As noted on the original sales invoice, customers must report any issues with the shipment within two weeks to ensure the order is complete and in good physical condition.

For replacements or returns, you must obtain an RMA (Return Material Authorization) by submitting a repair order. A replacement will not be provided or a return will not be accepted without an RMA. Providing a replacement product will be subject to an initial physical evaluation of the original product by a certified repair technician. Returns may be subject to a 15% restocking fee. The restocking fee may be waived at Juniper System's discretion based on the circumstances of the return. To process a refund or credit for returns, items must be in new condition, sealed software packages must be unopened, and all software media, manuals, cables, and accessories must be returned with the product. Items must be returned within 90 calendar days of the invoice date. The customer will be charged for those items not included with a return. Refunds or credits will not include shipping or handling charges shown on the invoice. Special orders are not returnable.