Contact Customer Service
Email service@penguincomputing.com or call 1-888-PENGUIN for order status or fulfillment questions. Penguin Computing targets shipment of most systems in 7 to 10 business days or less. However, we cannot guarantee this turn around time for all orders. Additionally, every Penguin Computing system must pass a 48-hour stress test to ensure its reliability.
Have your serial number (which is printed on a bar-coded label, usually located on the back of the chassis, and begins with the letter 'P') or sales order number available, if you have not received your system.
Hours of Operation - Penguin Computing's customer service department is available to assist you in resolving any issues regarding your order between the hours of 6:00 a.m. and 5:00 p.m. Pacific time, Monday through Friday.
Return Material Authorization (RMA) Instructions
- Contact Penguin Computing Tech Support - A technician will initiate the RMA process, if needed.
Please note that adding or changing any components against the advice of a technical support representative voids the warranty of the effected system. Any sign that the serial number on your system has been altered or tampered with will also void the warranty.
Customer Service Will Arrange for a Replacement
- Repackage the component or system and mail it using the shipping provided by Customer Service. To obtain a FedEx return shipping label, please email service@penguincomputing.com. Please include your RMA # and Case # if you already have one.
Your package must include the RMA number or it becomes the property of Penguin Computing, and Penguin Computing is not obligated to provide a refund or replacement for such returned products.
- Receive Your Credit Memo for Your Replacement Part
When we ship your replacement, a corresponding invoice will be issued. You must return the original product within 10 business days, or our accounting department will collect on this invoice. Otherwise, you will be issued a credit memo for the cost of the part(s).
Once a technical service representative has initiated an RMA, you will be assigned an RMA number and our customer service group will ship replacement parts within 2 business days (contingent upon availability), shipped via standard shipping.
Any replacement product will contain instructions on how to send defective products back to Penguin Computing. Related shipping charges will be covered only within 30 days of your original system invoice.
Systems that include next day on-site service contracts are eligible for next business day delivery of replacement parts depending on parts availability.
Short delays, though not common, may occur if parts are temporarily unavailable.