It is important that this number appear on the shipping label to direct the package to Wacom Support.
The RMA number on the package is used by Wacom’s receiving team to properly identify and process a particular package. If this information is missing from the package, it may cause delays in processing while the reason for return is researched and identified. You must have a RMA number to return a product to Wacom. See our guides here for getting a return. Wacom Order Return, Wacom Repair Return.
Packing of Products
Please use the original packaging where possible and include the defective product or accessories only. If the original product packaging is not available, please use a packing method that best protects the product from any shipping damage. To avoid delays and for cross-checking, all original parts and accessories should be included. Please do not send accessories which were not included in the original box.
If you are returning a Pen Display which is mounted on a stand, you must remove it from the stand before packing it. If you need to return your stand as well as the display, the display and the stand must be packaged separately.
Any product damage will be the responsibility of the customer, as damage is not covered under warranty.
Avoid Losing Data
During the process of repair or service, some or all of your apps, images, photos, music and other information (including software and user generated data) on the product may be lost. Also, Wacom may re-install your product’s original software configuration while we are performing any repair or service, which will result in the deletion of your software, apps, images, photos, music, data and other information. Wacom does not take a backup of your software, apps, images, photos, music, data or other information prior to commencing any repair or service. To avoid the loss your software, apps, images, photos, music data and other information, you should take a full backup and store the backup on another device prior to sending the product. You will need to re-install your software, apps, images, photos, music, data or other information once we return your product to you (or any replacement that we may send you).
Shipping fee for Repaired Products
Shipping costs (packaging, transport, and insurance) of sending the products for repair shall be borne by you. Wacom shall be responsible for return shipping in the event the product is still under warranty. Wacom may, at its sole discretion, determine it shall pay for customer return product shipping to Wacom. In the event the product is no longer covered under the warranty, Wacom standard shipping rates shall apply.
We will start carrying out the repair you have assigned to us within 3-5 working days. It can get up to 10 days during peak times or around holiday seasons. These days are excluding shipping either domestic or international, to and from Wacom Support. Unless a binding deadline has explicitly been agreed, completion deadlines of which you are notified are non-binding.
The repair service charge must be prepaid. If you have agreed on estimated charges, you will pay the estimated charges stated when you authorized service. Your payment is due when the product is returned, or a replacement product is provided to you. The estimated charges include all parts, labor, and shipping required for service, plus applicable tax, and is valid for 30 days and there is no repair cancellation fee.
Arrival confirmation of Repaired Products
To confirm the arrival of the repaired product at Wacom, please check the invoice number of the courier company you used. We do not contact you to confirm your product’s arrival.