Return Merchandise Authorization (RMA) Process
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      1. Fit3D Help Center
      2. Facility Support and Troubleshooting
      3. Return Merchandise Authorization (RMA) Process

      Advanced RMA

      The Advanced RMA is used for Fit3D customers on the Plus or Premium Service Plans.

      The Fit3D ProScanner is made up of over 400 parts, all of which are custom-made for Fit3D.  While we work very hard to ensure that our manufacturing process is of extreme quality, there will be times when something breaks. If your situation requires a component replacement, please submit a service ticket here. We will try to get to the root cause quickly so that we can remedy the situation.

      Advanced RMA (ARMA)

      If you have a paid Plus or Premium Service Plan, we will allow for an Advanced Return Merchandise Authorization (Advanced RMA or ARMA). 

      If we determine that a component on your unit needs to be replaced, we will take the following actions:

      • If the unit is still under warranty and we have the parts available, we will ship a replacement component to you.  When you receive the component, you will install it and verify that it has solved the problem.  You will then ship the malfunctioning component back to the Fit3D facility. When we receive the malfunctioning component back, we will validate that the problem was a manufacturer's defect-- if it is, the ticket will be closed. If the problem was caused by customer-induced damage, Fit3D reserves the right to charge the customer for the damaged component. 
      • If the unit is still under warranty and we do not have the parts available for an ARMA, we will process the ARMA as a Standard RMA, but it will be on an expedited timescale.
      • If the unit is not under warranty and we have parts available for your unit version, we will ship a replacement component to you. When you receive the component, you will install it and verify that it has solved the problem. You will then ship the malfunctioning component back to the Fit3D facility. You will be charged for the replacement component.
      • If the unit is not under warranty and we do not have parts available for your unit version, we will not be able to fix the malfunctioning part and you may have to upgrade to a newer Fit3D unit by contacting our team here.

      Expected Timeline:

      • Component shipped to Fit3D Customer: 3-7 business days
      • Shipping back to Fit3D Facility: within 7 business days of receiving RMA component
      • Component validation: 7-21 business days

      Overview

      If you rely on Fit3D as a major revenue driver for your business, we strongly recommend ensuring that you are on the paid Plus or Premium Service Plans to ensure that your downtime is limited.