Replace Faulty Hardware (RMA)

If you're experiencing difficulties with your hardware and it can't be fixed after troubleshooting, then you may be eligible for a Return Merchandise Authorization (RMA). When this happens, the Toast Customer Care team will conduct their own troubleshooting, and if a solution can't be found, Toast will replace your faulty hardware free of charge. 

Keep in mind, your hardware must be within its warranty for the replacement to be free.

In this Article:

• Troubleshooting and Replacing Faulty Hardware (RMA)
• Check the Status of Your RMA
• Additional Notes

Troubleshooting and Replacing Faulty Hardware (RMA)

If you've hit a roadblock with troubleshooting your hardware, follow the steps below:
 

1. Chat the Toast Customer Support Team — start a live chat here with our Customer Support team. Chat is available in Toast Web and Payroll Web (blue support button in bottom right of every page) and the Support tab in the Toast Now app.
   
   For more information on how to contact support view "" or go to . The Customer Care representative will walk you through all the necessary troubleshooting steps to fix your equipment. If the Customer Care representative determines that there is a hardware issue and an RMA is needed, continue to Step 2. They may provide an RMA number that is associated with the new order. 
2. Toast is committed to your success, so we will process your RMA request as quickly as possible and ship all hardware out free of charge. You'll receive a tracking number as soon as the new hardware ships. For expedited shipping, delivery usually occurs within 1-2 business days, while standard shipping typically takes 3-5 business days. Note that shipping might be delayed due to holidays or weekends.
3. When the new hardware arrives, you'll find a pre-paid shipping label inside of the box. Securely package the faulty or damaged hardware into the box and attach the UPS or FedEx label on the outside. Toast recommends re-using the packing you received the hardware in. Schedule a FedEx or UPS pick-up or take the package to an approved drop-off location. You can find pick-up instructions and drop-off locations nearby at  or . Before shipping back the defective hardware, ensure attached accessories like card readers or guest-facing displays are removed, as these items will not be returned.

Note:

• When returning faulty devices, be sure to include all cables in the box for testing by our Hardware team. This includes power and Ethernet cords. To ensure the safe handling of the equipment, the returned devices should also be clean, undamaged, and free from bugs or debris.
• It's important to use the UPS label and return the hardware within 30 days of receiving it. Ensure that all returns are initiated using this timeline to avoid automatic charges for the new piece of hardware. 

Check the Status of Your RMA

When you request an RMA, a free UPS Ground Shipping label will be included in the box with your replacement hardware. When sending the equipment back to Toast, this label should be used, and the tracking number can be manually entered here to check its delivery status.

Note: If you lost the return shipping label, please use  or contact Toast Customer Care for a new one. 


 

Additional Notes for RMA

• You have the option to choose between standard shipping, which is cost-effective and generally takes 3-5 business days, and expedited shipping, which ensures delivery within 1-2 business days post-processing but may incur additional fees. Please note that shipping carriers typically exclude Sundays and major holidays.
• When a device is under warranty, the RMA policy commonly includes issues such as: hardware and software functionality and unresolved errors; card reader issues; power issues; and port issues (such as bent or broken pins, or readers failing to register). For more information on device warranties, see .
• The RMA policy doesn't cover physical hardware damage inflicted by a customer or their guests. If physical damage is identified, you'll be charged the full price of the replacement. 
• The RMA policy doesn't cover hardware damage inflicted by "acts of God", i.e., damage to hardware inflicted by natural disasters such as earthquakes, flooding/hurricanes, and tornadoes. 
• Toast's RMA policy includes a free FedEx or UPS Ground shipping label to the customer. This label is included in the replacement equipment box. If this label isn't used, the order cannot be tracked, and you will be liable for the cost of both replacement hardware and original shipping charges.
• Toast offers a recycling program for unused hardware that can no longer be returned. For more details, visit .