A medical device that goes out for repair or calibration is a shipment with a clock on it. The device is not earning its keep while it is gone, and the people who rely on it are working around its absence. Most delays in these shipments have nothing to do with the vehicle: a missing return authorization number, a vague fault description, an unlabelled battery, or a box that was packed for the wrong kind of journey. This checklist covers what to do before the courier arrives.
Quick answer
- Get the return authorization (RMA) number from the repair depot before you ship, and write it on the outside of the box.
- Include a decontamination statement. The depot decides what it requires, so ask for its form.
- Check battery rules first: lithium batteries are regulated dangerous goods, and damaged ones have separate requirements.
- When the equipment is down, ask for a direct run in both directions and arrange a loaner or replacement for the gap.
Why Repair Shipments Stall
- No RMA number, so the depot cannot match the box to a case.
- A fault description that says “not working” and nothing else.
- Accessories, cables, or batteries missing from the box, or sent separately without a reference.
- No decontamination statement, which can pause the repair until the depot has one.
- Packaging that does not protect the device, or oversize packaging that nobody can handle.
- The wrong return address, or a contact who is not at work on the day the box arrives.
Each of these is cheap to fix before pickup and expensive to fix after.
The Shipping Sequence, Step by Step
- Open a case. Contact the manufacturer or repair depot and obtain the RMA number and their shipping instructions.
- Record the device. Note the model and serial number, list the accessories, and take photographs of its condition.
- Clean and document. Follow your facility's cleaning and decontamination procedure, and attach a signed statement.
- Deal with the battery. Follow the manufacturer's instruction on whether to remove it and how to pack it.
- Pack for transit. Use the original foam and carton if you still have them, or rigid packaging with enough cushioning, and double-box heavy items.
- Label. Put the RMA number, the depot's address, and a contact name on the outside.
- Book the courier. Give pickup and delivery windows, weight and size, and any handling requirement.
- Share the proof. Send the depot the courier's delivery confirmation so the repair clock starts.
- Plan the return leg. Confirm who ships the repaired device back, and to which department.
What Belongs in the Box
| Item | Why it is there | Tip |
|---|---|---|
| The device and listed accessories | Prevents “missing part” delays | Match the contents to the RMA list and photograph the packed box |
| Decontamination statement | Tells the depot how to handle the device safely | Use the depot's own form if it has one |
| Fault description | Speeds diagnosis | Give symptoms, error codes, dates, and what has been tried |
| Service or warranty details | Settles coverage questions early | Include purchase date, service history, and contract number if relevant |
| Contact information | Lets the depot ask questions quickly | List two names, in case one is away |
Batteries and Other Regulated Parts
Lithium batteries are classified as dangerous goods for transport, and Transport Canada's guidance explains that the rules depend on the battery type, its size, and whether it is installed in the equipment or packed with it. Damaged or defective batteries are subject to separate packing requirements. Anyone who handles, offers, or transports dangerous goods must be trained and hold a valid training certificate, or work under direct supervision of a certified person.
For you, this means two practical steps. First, ask the manufacturer or depot what it wants done with the battery. Second, tell the courier when a battery is present, and whether it is damaged. Our guide to shipping dangerous goods by courier explains the framework in more detail.
When the Equipment Is Down
| Situation | Courier approach | Pair it with |
|---|---|---|
| Equipment that holds up patient care | Direct run to the depot, and a direct run back | A loaner or replacement, see our surgical loaner set guide |
| Routine calibration or preventive service | Scheduled pickup, batched with other items | A calendar that staggers devices so the department is never without a unit |
| Warranty return | Standard run with documented timing | Records of dates, since coverage can depend on them |
| Depot outside Canada | Cross-border handling with customs paperwork | A customs broker, and our cross-border courier guide |
Records Worth Keeping
Keep the RMA number, photographs of the packed device, the pickup and delivery times, and the name of whoever signed for it at the depot. If a device arrives damaged or goes missing, those records tell you where to look. Our guide to chain of custody explains how handoff records are built and why they matter.
Frequently Asked Questions
What is an RMA number, and why does the courier need it?
RMA stands for return merchandise authorization, or return material authorization. It is a reference the depot assigns to the repair case. The courier does not process it, but writing it on the outside of the box lets the depot match the delivery to the case right away.
Do I have to decontaminate a device before shipping it for repair?
Follow your facility's cleaning procedure and the depot's requirements, and include a signed statement that it was done. The depot decides what it needs, so ask for its form before you pack.
Can I ship a device with the battery installed?
It depends on the manufacturer's instruction and on the battery's type and size. Ask the depot first, and tell the courier that a battery is present and whether it is damaged, because damaged batteries have separate requirements.
Can a courier pick up large or heavy equipment?
Often, but it depends on the vehicle, the building, and the staff available. Give the courier the weight and dimensions in advance, say whether stairs or a dock are involved, and confirm that the vehicle and crew can handle it.
How do I prove a repair shipment arrived?
Keep the courier's delivery confirmation, which should show the time and the name of the person who signed, and share it with the depot. That record also supports a claim if the device is later reported damaged.
Make the Repair Loop Predictable
A repair that goes smoothly looks the same each time: the case is opened first, the box carries the right papers, the courier arrives within an agreed window, and the delivery is confirmed in writing. When the loop is predictable, a department can plan its downtime instead of guessing at it.
Rush Expedited Courier moves medical equipment between clinics, hospitals, and repair depots, with an on-demand dispatch that works around the clock. Send us your first repair run through the quote form, or read about our medical courier service.