ePaper screens are glass, and once in a while one cracks in transit or develops lines. Send us the right photos the first time and we can sort it out faster.
It arrived damaged
Tell us as soon as you open the box, and keep all the packaging until we reply. We use your photos to file a claim with the carrier, and that gets harder the longer the box sits unopened.
Send us these three photos:
The shipping label, close up, with the tracking number, still attached to the outer bag or box.
The damaged device inside its original box, with all the original cushioning still in place.
The outside of the package. If it has no visible damage, show the top and two sides.
Add a photo of the damaged screen and your order number.
Lines, dead pixels or a dark patch appeared later
First, rule out the issues that are not damage:
Squares of noise over the bottom third of a TRMNL X. This is a firmware issue. See TRMNL X image is corrupted over one-third of the screen.
Faint old images or washed-out grays. See Tuning a washed out display.
A thin line along the right edge of a TRMNL X that changes with what is on screen. This is a known behavior of that panel, not damage. Tell us if you see it, and we will let you know when we have news.
If it is none of these, a loose ribbon cable between the screen and the circuit board can cause lines or dead pixels. Open the device, then disconnect and reconnect the screen's ribbon cable. Our disassembly guide shows how. Taking your TRMNL apart does not void any warranties.
If the problem is still there, send us:
A photo of the front of the screen that shows the problem.
While the device is open, a photo of the back of the screen and the ribbon cable connection.
Your order number and your device's Friendly ID.
Where to send it
Open a live chat with the icon in the bottom right of this page, or email support@trmnl.com. Attach everything to one message.
What happens next
We look at your photos and reply with the options for your case. We decide each one case by case, as our Refund and Exchange Policy explains.
For a screen damaged in shipping, we usually offer a free replacement screen that you fit yourself with our guide, or a return of the whole device for a replacement. The screen is often faster, but it needs a screwdriver.
A screen that cracked after delivery, for example from a bump or a drop, is usually accidental damage. You can buy a replacement screen from our shop. See Replacement parts.
Talk to us before you order a replacement part. We hold replacement part orders until support approves them, so an order without a support conversation waits.
Asking about warranty? Include your order number. We check it against your delivery date and tell you what is covered.
Sending a device back (RMA)
Only send a device back after support agrees to a return and gives you an RMA number. Then:
Pack the device with all its accessories, the original packaging, and any parts we sent you.
Write the RMA number on the box, or put it on a note inside.
Use the return address support gives you. For a repair or replacement, we either email you a return label, or ask you to buy one and send us the receipt so we can pay you back.
Related