Warranty & Return
Before returning products to SHO, please first obtain an RMA (Return Merchandise Authorization) number. Sending a product back without an RMA number will significantly delay the RMA process. Please fill out the below RMA request form if your product is eligible for replacement or refund. Online RMA requests are usually processed within 2 business days. Once the RMA is created, you will receive an e-mail providing instructions on your next step.
New RMA – The RMA has just been created and needs to be changed to the appropriate status in order to proceed with the RMA process. We will update the status within the next business day.
Waiting for Return – We have not received your return.
Tech Ticket – We have determined that additional phone troubleshooting may be necessary before any items are approved for return to the manufacturer.
Waiting Shipment – Some or all items regarding the RMA are approved to be shipped out to the client. Items will be shipped within the next business day.
Rtag Required – We have requested that a pre-paid shipping label should be emailed to the client so that the client will not need to pay for any return shipping. A RMA agent will either approve or deny this request based on eligibility. If the pre-paid shipping label is approved, the client will receive an email with a pre-paid shipping label attached.
Cross-Authorization – We have approved a preemptive replacement by placing a hold authorization on the client’s credit card for the value of items being exchanged. The replacement item(s) will be shipped within the next business day.
RMA Received – We have received your return.
RMA-Testing – The RMA technicians have begun testing on the returned item(s). The RMA status will update after testing is finished.
RMA-Tested – The RMA technicians have completed all necessary testing for the returned item(s), and are continuing to process the RMA accordingly. The RMA will be updated further within the next business day.
Wait-More information Needed– This status implies that the RMA department requires additional information from the client in order to proceed with the RMA. SHO customer support will utilize this status after a notification message has been sent to the client indicating that additional information is needed in order to proceed with the RMA.
Wait Compete-Define Results – We have received all the necessary information and will begin processing - Product testing completed and repaired
Waiting Shipment Repaired – We have tested the item(s) and repaired the item(s).
Need More Action – We are waiting for information from customer, please email firstname.lastname@example.org and include your RMA number for further information.
Pending Refund – All items returned for refund have been checked in and tested, the RMA has been passed to the refund operator to determine refund eligibility and calculate the refund amount.
Approved Refund – All items returned for refund have been approved for refund, and the refund operator will calculate the exact refund amount and issue the refund within the next business day.
Refunded – The refund operator has issued the refund, and the client should have received an email stating the exact refund amount. The may take up to 4 business days to be posted in the client’s bank statement.
Packing – The item is being prepared for shipping.
Picking-Line* - The items to be shipped to the client are being packaged, and the line number describes which section in the warehouse is the package being prepared for shipment.
Shipped – The item was shipped from our warehouse