CloudHawk Warranty Replacement Process

This article explains the CloudHawk Warranty/RMA Process if you have fewer than 500 total assets tracked with CloudHawk

If you already have Backup trackers available for immediate use, we recommend using our Enterprise RMA Process even if you have fewer than 500 assets.

If you’re having trouble with a CloudHawk tracker:

  • Please contact CloudHawk Support and we will do everything we can to get your tracker working again as quickly as possible.
  • If our Support Team determines that we need to replace your device under warranty, we will ship you a replacement immediately, along with a padded (bubble wrap) pouch with a prepaid return label so you can send the old one back. You will typically receive the replacement device within 3-5 business days in Canada, or 5-7 business days in the continental United States. Shipping to remote locations may take longer.
  • We know your business never stops moving, and we want to ensure you have plenty of time to swap out the device. We ask that you return the old tracker within 60 days of requesting the replacement. If we don’t receive it after 60 days, we will add an Unreturned Equipment Fee of $150 to your next invoice, but you can still send us the old unit back within 60 days from that invoice and we will refund 100% of the fee.
  • Please keep in mind that the CloudHawk Warranty covers manufacturing and software defects, but does not cover damage to the device, including water-related damage. If the returned device is not covered by this warranty, we will add a charge of $150 to your next invoice to cover the cost of the replacement device you received. Additionally, devices in perfect working order that did not need to be returned to CloudHawk will be subject to a $50 service fee to cover our costs associated with shipping, processing, and refurbishing the returned device.