Obtain a Return Merchandise Authorization Number (RMA#)
SOC support personnel will provide an RMA number if they determine the return of your Surface Optics Corporation (SOC) manufactured equipment to our facility is necessary for evaluation/repair or regular maintenance service. RMAs issued by SOC are valid for thirty (30) days only, product must be returned within this time frame. RMAs cannot be extended or re-issued. If you still need to do so, complete the Return Evaluation form and email it to your support contact at SOC.
Safely pack equipment
Please send all components of the instrument. Any instrument shipped must be in a cardboard box (pelican case inside a box with end caps (or shipping peanuts)), crate, or on a pallet. DO NOT SEND A STAND ALONE PELICAN CASE. The instrument should be carefully packaged for protection during transit. Reference the RMA # on your shipping label and send to the address below. Product returned shall be shipped DDP to:
Surface Optics Corporation
Attn: Services Dept.
11555 Rancho Bernardo Rd
San Diego, CA 92127
Insurance
The goods are owned by the Customer and the Customer assumes responsibility for carrying sufficient insurance should the goods be lost or damaged in Shipment. SOC will ship goods without insurance from the repair center unless guidance is provided by the Customer to insure the shipment. If shipping insurance is requested, charges will be billed to the customer for both warranty and non-warranty repairs.
Data
SOC is not responsible for data loss on any equipment returned for repair. Customer is expected to back up their data prior to returning equipment or inform SOC in advance to retrieve the data. Extra fees may apply. Note: there is no guarantee that data can be recovered from nonfunctional equipment.
Preparing commercial documents for import (Outside U.S. Only)
Contact your local customs authority or Customs Broker before sending any items to the U.S. for repair. Procedures for shipment and documentation can vary, and some countries require returning goods to be registered with the customs authority before being sent. This proves the goods have been legally imported and all duties have been paid, preventing additional duties from being assessed on the item when returned. Upon return of the repaired item back to your country, the customs authority in your country will likely assess duty on the declared value of the repair.
If the goods have not been advanced in value or improved in condition while overseas, you or your customs broker will likely be able to enter the goods into the U.S. duty-free.
The following three documents must be completed (1) Commercial Invoice, (2) Foreign Shipper’s Declaration, (3) Importers Declaration and included with your shipping documents for potential duty-free U.S. customs clearance.
1 – Commercial Invoice: Prepare and include a commercial invoice, in English, with the shipment that includes the following information:
- RMA Number
- SOC-A-Y-010 A
- Description of goods being returned
- Reason for Export – “Enclosed equipment is being returned for repair, Made in the U.S., not
- advanced in value or improved in condition. U.S. HTS 9801.00.1012”
- Accurate ship to and ship from information
- Country of Origin – USA
- Incoterm: DDP 11555 Rancho Bernardo Rd., San Diego, CA 92127 USA, Incoterms 2020.
- HS Tariff Code – 9801.00.1012
- Value of goods in U.S. dollars
- Box size(s)
- Box weight(s)
2 – Foreign Shipper’s Declaration: You must complete the Foreign Shipper’s
Declaration of U.S. Goods Returned form and include this with your shipping documentation. Instructions to complete:
- Fill in your name and the approximate date you purchased your instrument.
- Marks – model name
- Number – model number
- Quantity – the correct number is likely 1, unless you are shipping back multiple units
- Product description – brief description of the equipment being returned
- Value – typically the original sale price for the instrument.
- Fill in the current date, company address, sign the document, and put your title in the “Capacity”
- field.
3 – Contact contracts@surfaceoptics.com for Importer’s Declaration form.
Note: It is very important that the harmonized code 9801.00.1012 be included in your shipping documentation.
You will need to prepay all shipping and customs clearance costs. Please instruct your shipping company to clear the goods on behalf of Surface Optics Corp. We recommend using DHL for customers outside the United States. SOC is not responsible for duty charges imposed because of improper international shipping documentation.
Send a copy of shipping information to SOC
Send a copy of documentation and shipment details to contracts@surfaceoptics.com
RMA Return to Customer
Returned Products shipped from SOC will be shipped FCA Seller’s Premises (11555 Rancho Bernardo Rd., San Diego, CA 92127) Incoterms 2020, unless deemed a warranty repair.
Warranty repairs will be shipped CPT Incoterms 2020. Customer is responsible for cost of custom duties, taxes, and shipping insurance, if any. In instances of warranty repair where the requested return delivery address is different than the original sale delivery address, SOC reserves the right to assess additional shipping charges.