Product Returns (RMA)

Code Blue strives to make the most reliable and effective emergency communication solutions on the market. However, if there is an issue with your product, please contact us to troubleshoot your issue.

If the situation cannot be resolved, you will be given pre-approval and a call ticket number for a Return Merchandise Authorization (RMA), which is the process of returning a product to receive a repair, replacement or refund.

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Contact Information

Before beginning the RMA process, please call Customer Service or Tech Support for pre-approval:

  • Toll-Free: 800-205-7186
  • Customer Service: customerservice@codeblue.com
  • Technical Support: ts@codeblue.com
  • Submission Process

    The following information is required when filling out an RMA request (note: handwritten requests will not be accepted):

  • A Purchase Order number or filled-out Credit Card form for any repair charges and return freight
  • Type of return
  • Bill To and Ship To information
  • End User name
  • Item being returned and quantity
  • Email address
  • Proof of Purchase such as Sales Order, Purchase Order or Order Number (if under warranty)
  • Code Blue will review requests and verify that all required information has been submitted. When your RMA has been approved, you will receive an email with a numbered Returns Authorization Form that is to be used as the packing slip. Approved RMA numbers are valid for 30 days from issue date and material must be returned within this time frame. All service items are covered by a 90-day limited warranty after the service date or the remaining original warranty period; whichever is longer.

    Product Shipping

    How to prepare your product for shipment:

  • Pack the item in its original packing, if possible, to protect against rough handling during transportation. You are responsible for this product until we receive it. If you do not have the original packing, please ensure the item is properly protected.
  • You are responsible for the shipping and insurance charges to ship the item to Code Blue.
  • Enclose a completed copy of the RMA form along with your proof of purchase in the package.
  • Be sure the RMA number is on the outside of the package (use the emailed authorization document as a packing label). Any returns that do not have a pre-approved RMA number noted on each box returned will not be accepted.
  • Guidelines

    Advance Replacement (In Warranty)
    Upon a customer Advance Replacement request, Code Blue enters the order, sends the customer an RMA, and ships the Advance Replacement component and invoices the customer. When the customer returns the original item, Code Blue will promptly issue credit. Net cost for the reconditioned product would be $0 (zero). Exception would be transient voltage or customer abuse. Customer pays all shipping costs.
    Advance Replacement (Out-of-Warranty)
    Code Blue enters an Advanced Replacement order by customer request sending an RMA, shipping the Advanced Replacement component, and invoicing the customer. When the customer returns the original item, Code Blue will promptly issue a core credit based on an itemized list. Customer pays all shipping costs.
    Repair and Return (In Warranty)
    Customer requests an RMA for Repair & Return. Code Blue issues an RMA number and upon receipt of the product(s), repairs or replaces merchandise, and returns product(s) to customer. Item cost to repair would be $0 (zero). Exception would be transient voltage, customer abuse, or mod upgrades. Customer pays all shipping costs.
    Repair and Return (Out-of-Warranty)
    Customer requests an RMA for Repair & Return. Code Blue issues an RMA number and upon receipt of the product(s) repairs or replaces merchandise, and returns product(s) to the customer. Item cost would be a flat fee. Customer pays all shipping costs.