Frequently Asked Questions

Thinlabs has a standard daily pickup with UPS.
We do work with other carriers (Fed Ex, etc) but we do not have a standard pickup with them - there may be additional time required and/or fees incurred.

HAZMAT shipments, including ADITI Computer on Wheels / Medical Cart Computers and Lithium Ion Batteries, must be shipped Ground under a special UPS HAZMAT contract.


Thinlabs provides the tracking number to all shipments at the bottom of your shipping document, which (provided a valid email address has been given) will be sent within 24 hours.


We can use your shipping information for processing, although there may still be handling charges incurred as we are supplying the packing materials and cartons.

ADITI mobile computers and other products that ship with a Lithium Ion battery must be shipped and billed on a Thinlabs shipping account as they are shipped under a special UPS hazmat contract.


  • Gather all information
    • Serial numbers and symptoms of affected systems
    • Email addresses of all contacts to be updated, etc.
      - Separate each email address with a comma
  • Verify all systems are entered in the Warranty System
  • Request an RMA and complete all required information
  • Agree to the Terms and Conditions
  • Submit the RMA


Registered Thinlabs users that requested an RMA through the Thinlabs Support Portal can utilize our RMA Status Checker at any time.

If you have not received a timely update on your system (7-10 business days after system has been received by Thinlabs), contact a Thinlabs support representative for an update.


Systems should be shipped in either original packing material or equivalent (Thinlabs recommends using sufficient bubble wrap so the package does not move if original material is unavailable), or taking the system to a UPS Store or equivalent.

Customers will be responsible for the cost of any repairs and replacement packing materials (if applicable) associated with poorly packed systems.


Customers are responsible for shipping packages in original packing or equivalent to Thinlabs.

Thinlabs handles the shipping charges for returns via UPS Ground.

The package can be returned via a different method (ie 2nd Day, Next Day Air etc) on request, if customer agrees to be responsible for the difference.
(ie UPS Next Day Air = $100.00; UPS Ground = $20.00; Your Cost is $100.00 - 20.00 = $80.00)


US customers should ship RMAs to:

Thin Labs, Inc.
ATTN:  RMA xxxxxx
225 Lincoln Hwy - Ste 178
Fairless Hills, PA  19030

Be sure the RMA number is clearly displayed on the package.

Thinlabs reserves the right to charge an administrative fee for improperly-labeled or poorly packed systems.


Registered Thinlabs users can check the status of a product by Serial Number or Sales Order Number
on our Warranty Lookup page.

Select either Serial Number or Sales Order Number.
Enter the corresponding information and click Lookup.


Systems purchased since January 2011 are registered in our Warranty Tracking System.
Systems purchased prior to that may not be recorded.  

To have a system entered into the system, contact Support with the following information:

  • The Serial Number(s) of the system(s), and
  • Shipping Document or Sales Order Number of purchase.