1. Return Merchandise Authorization (RMA) Required

All returns require a Return Merchandise Authorization (RMA) number before any item is sent back. Do not ship any item back without first contacting us and receiving an RMA. This step is required because the return destination address varies depending on which distributor or drop-shipper fulfilled your order — shipping to the wrong address may result in your return being refused or lost.

To request an RMA, please use our RMA Request form or contact us with your order number, the item(s) you wish to return, and the reason for the return. We will respond with return instructions and the correct return address.

2. Standard Product Returns

Unopened items: Returns are accepted within 30 days of the delivery date, provided the item is unopened and in its original factory packaging. A full refund (minus original shipping costs) will be issued once the return is received and inspected.
Opened items: Opened returns are considered on a case-by-case basis and require an approved RMA. A 20% restocking fee applies to all approved opened-item returns. The item must be complete, undamaged, and in resalable condition.
Beyond 30 days: Returns beyond 30 days from the delivery date are handled at our discretion. Please contact us and we will do our best to work with you.

Note: The customer is responsible for all return shipping costs unless the item arrived damaged or defective. We strongly recommend using a trackable shipping method and retaining your tracking information.

3. Custom & Built-to-Order Items — Non-Refundable

All custom and built-to-order products are final sale and non-refundable.

This includes, but is not limited to: custom L mounts, U mounts, and any other mounts or hardware fabricated or assembled to your specific requirements. Because these items are made specifically for your order, they cannot be restocked or resold.

If your custom item arrived damaged or with a manufacturing defect, please contact us immediately with photos. We will evaluate the situation and work toward a fair resolution.

4. Rental Equipment Returns

Rental equipment must be returned in the same condition as it was provided, with all included components (dish, router, cables, mounts, and any accessories). Rental fees are non-refundable once a rental term has begun.

Starlink Rental Damage & Missing Equipment Fees

Starlink Mini system: $800 fee for a damaged or unreturned/missing unit.
Starlink Standard system: $500 fee for a damaged or unreturned/missing unit.

For both systems, the replacement cost of any mounts or accessories provided by Lone Pine Technology as part of the rental will also be charged if damaged or not returned.

Damage fees are charged to the payment method on file. Customers are encouraged to take photos of the equipment at pickup and return to document its condition.

Satellite Phone, Pager & Hotspot Rentals

Satellite phone, pager, and hotspot rentals are fulfilled through a third-party vendor. Deposit requirements, insurance options, damage fees, and return policies for these devices are governed by the vendor’s terms at the time of rental. We will provide you with that information when your rental is arranged.

5. Damaged Shipments

If your order arrives visibly damaged, you should ideally refuse delivery from USPS, UPS, or FedEx at the time of delivery. If that is not possible, take clear photos of the outer packaging and all contents as you open the package — this is essential for filing a carrier claim.

Contact us as soon as possible with your photos and order number. We will file the claim with the carrier on your behalf. Claims with supporting photos are processed significantly faster.

6. Missing Components

If you receive an order with missing components, take photos of what you did receive (including all packaging materials) and contact us immediately with your order number and a description of what is missing. We will investigate and arrange to get the missing components to you as quickly as possible.

7. Where to Send Returns

Do not ship any return without an approved RMA number. The return destination address is assigned per-order depending on the fulfilling distributor. You will receive the correct return address with your RMA approval.

Always ship returns using a method that provides tracking information and retain your tracking number for reference. Lone Pine Technology is not responsible for returns lost in transit without tracking.

8. Questions

If you have any questions about this policy or need to initiate a return, please use our RMA Request form or contact us.