Repair RMA

Submit a unit for repair, re-certification, or a hardware upgrade, and track every step of the process online.

Repair portals

Try these first

Most units that arrive for repair had a fault that could be checked at home in a few minutes. Work through the page that matches before you ship, and say what you found when you submit.

After a fall: ship these together

Before you send it in

Cost. Pricing and the shipping address come through the portal after your request is processed, so submit the request first rather than asking for a price by email. Out-of-warranty work is quoted; you approve it before the repair goes ahead.

Warranty. Read the Lynx Warranty Agreement and, if you bought one, the Extended Warranty Agreement. Submit the RMA the same way whether or not the unit is under warranty; the team checks coverage when the case is reviewed. A unit that failed within days of arriving is handled as a warranty case once the RMA is in the system.

Loaners. Lynx doesn't run a loaner pool. If a meet is close, ship expedited and put the date on the case: repairs have been turned around the same or next day when the team knew the deadline.

Service and certification before a season. Submit an RMA for the camera and enter the date you need it back. Ask for any upgrades (LuxBoost, HighRes, VDM) on the same request so they are quoted together. See Camera calibration.

What to include. Only the items listed on the case. For service and certification, send the camera on its own, without the positioner, cables or lens, unless those are on the RMA too. Pack the unit in its case or with plenty of padding, and put the packing slip from the portal inside the box.

Older units. If a legacy unit can't be repaired, the team tells you what was checked and found, and sales can quote a trade-in toward a current model.

After you ship: what your status means

Log in to the portal and click Check RMA Case Status to see where your case is. The statuses below are the ones customers see most, in the order a repair moves through them, with what you need to do at each one.

  1. Waiting for item to be shipped (you: Ship the unit to Lynx.): The case is approved and Lynx is waiting for your box. If your carrier shows it delivered and the status hasn't changed after a few business days, email support with the RMA number and the tracking number; units are sometimes logged in shipping before the portal catches up.
  2. Received / Ready for inspection (you: Nothing. Lynx has the unit.): The unit is at Lynx and in the queue for a technician.
  3. Repair in progress (you: Nothing, unless a technician emails you a question.): A technician is working on it. They may email to ask about the original symptom, for example the BOOT light color or whether capture toggled. Answer quickly so the fault can be reproduced.
  4. Completed (you: Pay the sales order, or send a PO, so the unit ships back.): The work is done and you receive a sales order. Pay it with the Pay Now button (card), or send a purchase order to Lynx domestic sales. The unit ships back once the payment or the PO is in. If a few days pass with no sales order, email support with the RMA number and ask for it.
  5. Shipped (you: Nothing. Watch for the delivery.): The unit is on its way. If the notice has no tracking number, reply with your RMA number and ask for one.
  6. Not repairable (you: Read what the team found, and talk to sales if you want a trade-in.): The team emails what was checked and what was found. For an older unit, sales can offer trade-in credit toward a new camera.

Need it back by a date? Enter the requested return date when you submit the RMA. Repairs have been prioritized and finished the next day for meet deadlines.

A status hasn't moved. Email support@finishlynx.com with the RMA number, the date you shipped and, if you have it, the tracking number. Billing questions about a sales order go to the same address and are passed to the right person.

International repairs

Europe. Submit your repair through Matsport in France using the Matsport repair form above, not the Lynx portal.

Everywhere else. Submit a Repair RMA in the Lynx portal, then wait for Lynx to email the RMA confirmation and the shipper's declaration or import documents before you ship. Sign the documents as instructed, put them in an envelope on top of the box with your other customs paperwork, and mark each box with the RMA number.

Customs. Declare the shipment as a temporary export for repair, using the customs value Lynx gives you in the instructions. Lynx sends the paperwork the destination carrier needs for the return.

Shipping. You ship to Lynx at your own cost with any carrier, and send the tracking number when it is on its way. Lynx returns the unit by courier with tracking.

A championship or event coming up? Give the date when you submit. Returns have been expedited and delivered to the event venue when the team knew in time.

Trouble submitting?

The request isn't created until you press the final Submit RMA Request button, and the portal sends an automated confirmation straight away. No email, including in junk or spam, means the request wasn't created: log in and submit it again.

  1. Log in at the Returns Portal. If Lynx may already have made an account for your organization, use Reset Password on the login page rather than creating a second one.
  2. Click Submit New RMA Request, search for the item by Lynx part number or description, select it and click Continue.
  3. Fill in the details, attach photos or files, and enter the requested return date.
  4. Click I am done adding product(s), or add the next item. A positioner damaged in the same fall goes on the same RMA as the camera.
  5. Confirm the shipping address and press Submit RMA Request. Watch for the confirmation email before you ship anything.

If the portal still won't take your request (the address field won't accept your address, the login can't be reset, or it errors on submit), email support@finishlynx.com and support creates the case for you.