Return to WDC.com WD Community Contact Us English

Packing And Shipping Instructions

Packing Information

Warranty Replacement Instructions

  • A Return Material Authorization (RMA) number is required for every return shipment to WD. The items on the shipment must match the correct amount of units, model numbers and serial numbers specified in the RMA
  • Use WD approved packaging
  • Write the RMA number on the outside of the box in bold letters
  • Use a traceable carrier with provide a proof of delivery and keep a copy for your record
  • RMA number is valid for 30 days from the date it was issued
  • Remove and keep third party cases1, cables, brackets2, manuals, and disks. These items will not be returned.
    1A third party case/enclosure is a non-WD external drive enclosure
    2Double-check and remove any mounting dongles/adapters attached to laptop drives (2.5 Scorpio drives)
  • RMA Status – Track your RMA at http://support.wdc.com/warranty/rmastatus.aspx
WARNING: WD maintains serial number tracking. Any drive discovered to be stolen will not have the warranty honored, will not be returned to user and no credit or replacement will be processed or issued.

All WARRANTY CLAIMS ARE VOIDED IF A PRODUCT IS RECEIVED UNDER ANY OF THE CONDITIONS BELOW. PLEASE VIEW OUR WARRANTY POLICY FOR A COMPLETE LIST.

  • Product was damaged during transport as a result of bad packaging
  • Product damaged, modified, scratched, or opened
  • Product has one or more WD labels removed, torn, or tampered

Packaging and Shipping Instructions

Western Digital shall have no liability with respect to the following:

  • Data lost, regardless of the cause
  • Data recovery services
  • Data contained in any Product placed in Western Digital’s possession. Western Digital is not liable for and has no obligation to pay for any cost associated with data recovery

Please read the following shipping instructions carefully
    Products arrived damaged during shipment, without an RMA number or without appropriate warranty information will be returned to the sender in their original condition and unrepaired. Products, damaged through neglect due to improper packaging or during shipment will have the warranty voided and will be processed and returned to you unrepaired.

  • Only products and quantities authorized in the RMA will be accepted

  • Home Entertainment (WD TV Dock)
    Product Returns must include specific items, for warranty replacement. Click here for details of the items that must be returned.

  • Mobile / Laptop Drive
    If you are returning a Scorpio or mobile/laptop drive, please remove any and all non-WD brackets from the drive. If a drive is sent to WD and has a non-WD bracket included, the bracket will not be returned. Please check your laptop's user manual for additional information regarding these brackets.

  • External Western Digital Enclosures

    Do not remove the drive from the external enclosure. Removing the hard drive from a Western Digital single unit external enclosure will void the warranty.

    Return the drive in its original enclosure/plastic housing (without having been opened or dismantled, along with the power adapter). Please keep all software and manuals. Make sure to return all interface cables (e.g. included Thunderbolt, USB or FireWire cables).

  • Internal Hard drives
    Remove and keep all accessories that came with the drive (i.e., cables, software, adapters, dongles brackets, installation guides and/or rails) prior to shipment. WD is not responsible for these items and will not return them.

    WARNING FOR VELOCIRAPTOR DRIVES: Do not remove the Ice Pack /Sled/Heat Sink attached to the VelociRaptor hard drive. If the drive is removed from the Ice Pack, the warranty on the drive will be voided. (Only VelociRaptor blade models WD1500BLFS and WD3000BLFS are exempted.)

  • All products require stable and sufficient packing material, needed to protect the product from ESD (Electro Static Discharge) influences and possible damage during transport

    Note: Returning a WD hard drive in an envelope, will void the warranty

    • Please follow the packaging instructions below:
    • Place the internal drive in ESD (Electro Static Discharge) Bag
    • Wrap the bag with 2 inches of bubble wrap or non-movable foam cushioning
    • Place in sturdy cardboard box. Do not use chipboard, as it is not strong enough to withstand the rigors of transit. Please make sure the corrugated carton is free from defects and is structurally sound. Please print out the RMA Label and affix on the box. Write the Return Material Authorization number on outside packaging, on three sides in bold print.
    • When shipping multiple items, each item must be, packed as above, hard drive must not directly touch each other and cannot move inside the packaging. All products must be, packed in individual anti-static bags and in a sturdy cardboard box. Please utilize Western Digital original packaging when available. DO NOT USE peanuts or packing material that can shift or settle during transit.

  • Send your product to the address located in your RMA Instructions
      Retain a record of your RMA number and all tracking/shipping numbers for your records.

  • Your Return Material Authorization number must be visible on 3 sides of the box
     Any package sent in without an RMA number will be returned to you non-repaired. If you have multiple RMA numbers, please send each RMA in its own packaging.

  • Use a traceable carrier
    Use a traceable carrier for transport or a signed for service (i.e., Airborne, Fed Ex, UPS, U.S. Priority Mail, etc.) with the post office (European/Canadian customers only) with proof of delivery. The cost of sending a drive to the returns service center for warranty service (also known as the return shipping cost) is paid by the customer. Western Digital pays for the return shipment (except for some Latin American countries). Western Digital will refuse any collect payment shipment. If upon arrival your products are out of warranty the shipment will be returned to you at YOUR COST and may be scrapped without further notice.
Customs Requirements for International Customers (Customers outside the United States)
  • International Customers
    As a convenience to you, the Customs invoice (Pro Forma Invoice) or packing list provided may be used for Customs purposes. Please sign and date the form (when applicable) and include it with your shipment. WD pays any duties/taxes incurred at Customs for the replacement product. Customer pays any duties/taxes incurred at Customs and must be sent via incoterm DDP or free domicile when shipping direct to WDC. Please contact your Customs and Excise Authorities regarding any excess Import/Export charges that your country may apply. WD will not pay for these extra charges.

  • Customs Requirements:
    • Commercial Invoice/packing slip (It can be hand written)
    • Return Material Authorization Number (RMA)
    • Estimated Value per Hard Drive = $200.00
    • Description (i.e. Model Number)
    • Harmonized Tariff Schedule Number (HTS) Internal Drive = 8471.70.4065 External Drive +8471.70.5065
    • The words: "In Warranty Replacement" are printed on the proforma. This acknowledges to customs that the drive is a replacement and not 'new'
    • Country of Origin. Country of Origin can be determined from the product label on the drive

  • Customs Information

    In-warranty replacement product. Referenced value is shown for customs purposes only. No charge to customer.

    Please sign, date, and return with drive.

    I declare all information contained in this invoice to be true and correct.

    ______________________________
    Signature
    		 _________________
    Date

Latin America

Warranty Return Material Authorization Procedures for in-warranty products from Western Digital for End Users

Mexico
Western Digital products being returned for warranty service can be processed through our return center located in Mexico.

Brazil
Western Digital products can be returned through our returns facility located in São Paulo, Brazil. 

Important Notice for Businesses and Companies in Brazil
If a product is being return from a company or business in Brazil, you must include the Nota Fiscal invoice with your RMA shipment. In addition, the invoice must match the item and quantity you are submitting for replacement. Inclusion of the Nota Fiscal invoice will help avoid delays in the RMA.

Argentina
Western Digital products can be returned through our returns facility located in Cuidad Autonoma de Buenos Aires. Per government regulations, do not return the power supply as it cannot be returned to you when returning WD external drives.

Chile, Colombia, Bolivia, and Peru
For the above countries Western Digital products being returned for warranty service can be processed in the returns facility located in each country.

Uruguay, Paraguay, Venezuela, and Central America
The above countries and for Any Latin America country not listed above, the Western Digital product must be returned through the distributor, reseller and/or the Original Place of Purchase.

RMA Turnaround Times
US and Canada
  • Advanced RMA: 3 - 5 business days once processed
  • Standard RMA: 5 - 7 business days once received
EU Countries
  • Advanced RMA: 3 - 5 business days once processed
  • Standard RMA: 5 - 7 business days once received
APAC
  • Standard RMA: 5 - 7 business days unless delayed by customs at the consignee’s country
India and China
  • Standard RMA: 7 business days once received
All other countries not listed above
  • Standard RMA: up to 3 weeks once received