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How To Send Your Failed Device For Data Recovery From Outside of South Africa

ALL IS NOT LOST

Now that you have decided your data needs to be retrieved by data recovery professionals we recommend you follow these steps:-

STEP 1 - DO NOT PANIC

Help is at hand :-)

STEP 2 - WORK ORDER REQUEST

Download and complete our Work Order Request Form.

PLEASE NOTE:
* Hover over the link and select "Save link as"  - Save the PDF to your desktop in order to complete the form.
* Complete the form with as much detail as you possibly can.
* The more information we have the quicker, and more accurate, we will be able to diagnose the problem, and recover, or investigate your data.
Include a printed copy of the completed form with the parcel and email to This email address is being protected from spambots. You need JavaScript enabled to view it..

STEP 3 - COMMERCIAL TAX INVOICE

* You must inlcude a commercial tax invoice for all imports into South Africa.
* Use the template below to avoid customs delays as a result of incomplete invoice information.

Commercial Tax Invoice Template

Notes:

  • Do not use Pro-forma invoices as they are not accepted for clearance purposes.
  • Export order/reference numbers are optional but useful as a reference for the transaction.
  • Our customs ID number (1902181) must be present on the Customs Bills of Entry and other prescribed forms.
    • Without this, the shipping company needs to contact us for this information which will result in longer clearance turnaround times.
  • Clearly indicate the reason for export stating "Temporary import of a faulty (broken) computer hard disk drive for repair and return."
    • You do need to specify a commercial value for the parcel despite the item(s) being damaged or broken.
      • Import duties will be levied on the value placed on the parcel.
    • It is extremely important to specify the serial number of all items included in the parcel.
  • The commercial invoice needs to be signed, including your name, title or your position, and date sent.

STEP 4 (Optional) - PROCEDURE FOR ZERO RATED VAT INVOICING

A value added tax 262 (VAT 262) form needs to be in place for us to raise a zero-rated VAT invoice - Only applicable to "direct temporary imports".

Please Note: If you are not using a shipping company and plan on delivering the parcel to our offices in person (or via a colleague, friend, office in S.A. or any other indirect means) then this would not be applicable and we would have to issue the invoice including VAT as this would NOT constitute a "direct temporary import". The VAT portion of the invoice, in this case, can be claimed at customs when leaving the country.

  • You (or your shipping company) must complete Part A on the VAT 262 form in quadruplicate (4 x copies).
    • Download the VAT 262 Form
    • Do NOT place the VAT 262 form inside the box as the form needs to be stamped by the South African Revenue Services (SARS) when the parcel enters the RSA and again on exit (SARS keeps the original).
  • Once the data recovery is complete, we complete part B of the form so that on re-export, SARS can acquit the parcel (your recovered data) of Value Added Tax (VAT).

STEP 5 - PREPARING THE PARCEL (PACKAGING INSTRUCTIONS)

  1. Package your device as if you are sending us an egg to prevent further damage:
    • Make use of a sturdy cardboard (corrugated) box at least twice the size of your device.
    • Wrap the device using Bubble Wrap (Foam Wrap) ensuring adequate padding to prevent any movement and also to be able to absorb any impact while being transported.
  2. Package multiple drives with enough Bubble Wrap (Foam Wrap) so that there will be no contact between them.
  3. Seal the box with packing tape and mark with our shipping details and your physical return address.
  4. Mark the box as printer "FRAGILE HANDLE WITH CARE."

PLEASE NOTE:
* Hard disk drives are extremely sensitive to shocks that may cause damage to the data areas. cardboard-box
* Additional damage may make the recovery or investigation less or even unsuccessful (unrecoverable).
* Do not use a damaged box.
* If in doubt use Box-in-Box packaging.
* Remove old labels and stickers should you use a used box.
* Do not include any brackets, adapters, and cables.

STEP 6 - SHIPPING THE MEDIA (SHIPPING INSTRUCTIONS)

You have 2 options:

Option 1 - Bring the media in personally.

Download a printable version of our location map and travelling directions

 

Option 2 - Have the media sent via courier.

Download a printable version of our shipping label

OUR SHIPPING (PHYSICAL) ADDRESSTecleo Data Recovery Shipping Instructions

Tecleo Data Recovery and Digital Forensics Lab

20 Uitzicht Park
5 Bellingham Street
Centurion
South Africa
0157

Tel : +27-12-665-2945

printerFollow for a printable version of our shipping label

STEP 7 - WE RECEIVE YOUR MEDIA

  1. Your media will be booked-in at a central point where the serial number is scanned, labeled, captured on our system, assigned a unique job reference number and finally image scanned.
  2. Our technicians will then evaluate the media, at no cost to you, and will normally within 10-15 working hours be able to email you a final quotation for your approval specifying:-
    • Whether the data is recoverable or the chance there-off.
    • Any other information depending on your situation.

PLEASE NOTE:
* The quotation can also be sent within 4 working hours from receipt of your media should you wish to upgrade to our PRIORITY or HIGH PRIORITY service.
* See also Our Data Guarantee and Our No-Nonsense Free Consultation, Evaluation, And Quotation Policies.

STEP 8 - YOU APPROVE THE QUOTATION

No billable work is undertaken until we have received your approval in writing.

STEP 9 - YOUR VALUABLE DATA IS RETURNED

  1. In most cases, your data should be shipped within 5-8 working days from approval at our STANDARD rate or within 48 hours at out PRIORITY service rate or within 24 hours at out HIGHT PRIORITY service rate or 10-15 working days from approval at our ECONOMY service.
  2. You will be contacted should the recovery process take longer than anticipated with an explanation and possibly a few more questions about your media.
    • More information see our Comparison Matrix on the Different Service Levels available to you.
  3. The recovered data will be transferred to a destination drive, of adequate capacity, either supplied by yourself or we can quote for any other hard drive currently available.

SEE ALSO:
* Our Frequently asked questions (FAQ) section;
* or do not hesitate to Contact us

OUR MAIN CONCERN REMAINS TO RETURN YOUR (OR YOUR CUSTOMER'S) DATA IN FULL CONFIDENTIALITY AS FAST AND IN A GOOD CONDITION AS POSSIBLE.