Customer Service

(386) 418-8880

UPS Repair Process

TSG Repair Process

All TSG repairs must use Supply Chain Solutions (SCS).

Hub or BaSE Repair Process

1. Create a Coupa Purchase Order

    Use the quoted pricing below to complete the purchase order.
    Note that prices may change after the repair is completed.
    Include serial numbers for all items in the purchase order description.
    If needed, download and complete the UPS Repair Quote to create the PO.
    Initial estimates for repairs are:

    • Complete Machine: $1500.00 (frame, print engine, blow applicator)
    • Print Engine: $1000.00
    • Blow Applicator/Actuator: $750.00

2. Generate a Shipping Label

    Ship to Address: 6115 NW 123rd PL, Gainesville, FL 32653, Attn: Repair Department
    Please note that Innovative Machine is not responsible for any damage that may happen during shipping. We suggest you:

  • Ship a complete machine in a SKB shipping crate. If you do not have a SKB crate, put the machine in a padded cardboard box, strap the machine securely to a pallet, and ship via freight.
  • Ship a print engine in the SATO print engine box or another box with foam.
  • Blow applicators/Actuators should be shipped in a box with foam or other packaging material.

3. Complete the Repair Request Form

4. Ship the Repair to Innovative Machine, Inc.

5. Repair Completion

    IMI will complete the repair and email an invoice. A change request will be issued to the Coupa PO, which should be approved promptly.

    For warranty repairs, IMI may request to cancel the Coupa PO.

6. Return Shipping

    Once the updated purchase order is received, the repaired item will be shipped back, and the invoice processed through Coupa.

Warranty Repair

IMI provides a 12-month warranty on parts and a 90-day warranty on labor, covering defects in workmanship and materials under normal use. Exclusions include damage from accidents, misuse, environmental factors, and third-party items beyond the original manufacturer’s warranty.

Support Resources

The support resources include operation manuals, recommended/interactive spare parts, and support videos to help with routine maintenance and troubleshooting for each of our machines.

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