Jolt Hardware Repairs & Replacements

If your Jolt hardware is damaged, malfunctioning, or needs replacement, the Jolt Technical Support team will guide you through the repair or replacement process. This article explains how to submit a request, what to expect, and answers common questions about warranties and costs.

What Hardware Is Covered?

The repair and replacement process applies to all Jolt-sold hardware, including:

Jolt Print Station (JPS) — including display and printer unit
Zebra label printers (ZD410, ZD411, ZT111)
LoRaWAN gateways and temperature sensors
Bluetooth temperature sensors and gateways
Temperature probes (ThermoWorks BlueTherm One, etc.)
Jolt weight scales

How to Submit a Repair or Replacement Request

To start the process, you'll need to contact Jolt Technical Support with the following information:

What to provide:

Photos of the damaged or malfunctioning hardware — Include close-up images that clearly show the damage or issue. Multiple angles are helpful.
A detailed description of the problem — Explain what's happening, when it started, and any troubleshooting you've already tried.
Your location name in Jolt.
The hardware model (if known) — for example, "Zebra ZT111" or "JPS 2000."

For Jolt Print Station (JPS) replacements, include a picture showing the printer lid open and the bottom inside of the printer to help assess the extent of the damage.

How to submit:

If you have an open support ticket: Reply to your existing ticket/email and attach the photos and description.
If you need to open a new ticket: Contact Jolt Technical Support through the Intercom chat or by email, and include the photos and description in your initial message.

What Happens Next

Once your request is submitted:

Troubleshooting: The Technical Support team will review your photos and description. They may ask you to try additional troubleshooting steps to confirm the hardware needs to be replaced or repaired.
Determination: Based on the troubleshooting outcome, the team will determine the best course of action — whether that's a repair, a replacement, or an alternative solution.
Warranty check: The team will verify your warranty status based on the hardware type and purchase date.
Next steps: You'll receive instructions for shipping, return, or receiving replacement hardware depending on the situation.
Shipping Procedures: For gateways and sensors, you may need to ship the defective device to the manufacturer. Include a note with your case number, a brief description of the problem, and your return address. Always provide tracking information to avoid delays.

For JPS replacements, the package will include one printer and a return shipping label. Ensure the damaged unit is wiped down and clean before returning it.
Always include a tracking number when shipping defective devices to the manufacturer. This ensures timely processing and helps avoid delays if the package is lost in transit.

Warranty Information

Warranty coverage varies by hardware type and purchase date. The Jolt Technical Support team will verify your specific warranty status during the troubleshooting process. Here's a general overview:

Jolt Print Station (JPS): Coverage depends on the model and when it was purchased. The support team will confirm warranty details when you submit your request.
Zebra printers: Zebra printers carry a manufacturer warranty. Jolt will coordinate with Zebra for warranty claims when applicable.
Sensors and gateways: Warranty varies based on the specific product. Support will confirm during troubleshooting.
Gateway and Sensor Replacement Process: If a gateway or sensor is defective and under warranty, you may need to ship it to the manufacturer for evaluation. Include your case number, a description of the issue, and your return address. The manufacturer will cover the shipping cost for sending the replacement back to you.

Jolt Protect plan: Devices covered under the Jolt Protect plan are eligible for warranty coverage. Ensure your plan is active to maintain eligibility.

Out-of-warranty hardware: If your hardware is no longer under warranty, the support team will provide options and pricing for repair or replacement purchases. For purchasing a new device, contact your Account Executive (AE) to facilitate the order. Obtain necessary approvals and proceed with payment to initiate the order.

JPS Repair Service: If your JPS is out of warranty, you can utilize the fee-based JPS Repair service to fix your existing unit.

Frequently Asked Questions

How can I maintain coverage for JPS replacements? Always keep your Jolt Protect plan active to ensure coverage for replacements. Regularly inspect your Jolt Print Station for signs of wear or damage to address issues early.

How long does the repair/replacement process take?

Timelines vary based on the hardware type and whether it's covered under warranty. After troubleshooting is complete and a replacement is approved, you'll receive an estimated timeline from the support team.

Can I order replacement parts directly?

Some replacement parts (like platen rollers, printheads, and ribbon rolls) can be ordered directly through the Jolt Web Portal. Go to the Jolt Store to browse available parts. For other hardware, you'll need to go through the Technical Support process.

What if I need hardware urgently?

Let the support team know if you have an urgent need. They'll work to prioritize your request, though availability may vary.

Can I troubleshoot the hardware myself before contacting support?

Yes — and it may speed up the process. Here are some self-service troubleshooting guides by hardware type:

Who handles hardware troubleshooting?

The Jolt Technical Support team handles all hardware troubleshooting and determines whether a repair or replacement is needed. Your Customer Success Manager or account representative cannot process replacement hardware requests — these must go through Technical Support.