If you need to return an item that you’ve purchased from InStock, our Return Policy makes it easy. Just follow the process below and we’ll get you the tape library, drive or part that you need to keep your company’s data secure.
FAQ’s about RMA’s
Is it mandatory to have an RMA number in order to return a product to InStock, Inc.?
Yes. You must obtain an RMA number within 30 days from the original invoice date on your order. Returns will not be accepted without prior authorization and an RMA number appearing on the outside of the box and on the packing slip. Once issued, RMA numbers are valid for 15 days. InStock, Inc. must receive the returned products within this timeframe.
How do I acquire an RMA number?
Call your InStock, Inc. Sales Rep at 1-877-786-2533 or 480-921-0234 (direct) to request an RMA number.
Can I request an RMA for damage in transit?
No, RMA’s will not be issued for items damaged in transit; all products sold by InStock, Inc. are FOB shipping point. Any claims resulting from carrier negligence need to be filed by the buyer with the carrier. Freight damage claims should be filed with the carrier within 24 hours of receiving the item. To assist you, our experience has shown the following steps greatly facilitate the processing of claims:
May I return an item in exchange for a different product?
No. We do not exchange product returns for different items. If the return policy period for a refund has not yet expired, you can request an RMA Refund (may be subject to 25% restocking fee, $25 minimum), order a new item, and we will refund your original purchase after we receive your returned product.
Approximately how long does it take for InStock, Inc. to process an RMA?
It takes 2-3 business days to process an RMA, re-ship, or issue a refund once we receive the product.
Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
It takes us approximately three business days to process a credit back to your credit card and 2-3 business days for the credit to appear on your statement.
Is it necessary to return each individual accessory when I send in a return? What should I include with my RMA?
Yes. All original equipment, components, manuals, cables, collateral and packaging must be returned with your item in order for InStock, Inc. to process your RMA. Incomplete product returns, items with broken or removed tamper tags will not be processed and buyer must issue a call tag within 72 hours or item will become the property of InStock, Inc.
I discarded the original box required for my product return. Does InStock, Inc. provide replacement shipping containers?
No. Items returned must be packed with materials equivalent to the way the customer received the original shipment. Products shipped in foam packaging must be returned in the foam packaging. Products return to InStock are FOB ‘upon completion of receiving inspection’ and not upon arrival.
When and why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?
There is a restocking fee of 25% that may be applied to returns for refund (RMA Refund) to encourage customers to purchase products they intend to keep. InStock, Inc. offers RMA Replacement without any restocking fee for customers who have received a product verified as defective by an InStock, Inc. technical representative. Shipping charges on defective returns are nonrefundable.
What is the return policy for software?
Licensing and copyright restrictions prohibit software returns. Please thoroughly research features and compatibility to ensure software purchases meet your requirements.
Does InStock, Inc. pay the return shipping cost for defective merchandise?
Yes, InStock, Inc. will replace the item and ship it to you at no charge.
Will InStock, Inc. cross-ship replacement merchandise?
Yes, a PO for the replacement part and a completed RMA Request for the part being returned must accompany Advance Replacement Requests. If InStock, Inc. does not receive the RMA items within 7 Business days, your company will be charged for the original item and the replacement.
I received an email indicating that the item I returned is no longer available or is backordered. What happens now?
If an RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and offered a similar replacement or a refund. We try to contact every customer in this case to find an agreeable replacement item or refund amount.
I received an email indicating that the serial number of the item I returned does not match the serial number of the product I originally purchased from InStock, Inc. What should I do?
InStock, Inc. records the serial number on each library, drive and part shipped. Occasionally, our customers inadvertently return items that were not purchased from InStock, Inc. In such a case, the item in question will be returned (freight collect unless a shipping account number is specified) to the customer with a request to send the correct item.
Every tape library, drive and part you buy from InStock is tested and certified by our technical staff before it is sold and we are proud to offer our INSTOCK GUARANTEE to back it up.