Open a Recovery Case
Submit the case first and tell us what happened, including any previous recovery attempts.
Failed storage device and not close to our office? No problem. Ship it to us. Aesonlabs accepts recovery cases from across Canada and worldwide, from routine failures to cases requiring advanced laboratory work.
How It Works
You do not need to be local to use our recovery service. If a hard drive will not spin, an SSD is no longer detected, a flash device has failed, or other storage media has become inaccessible, it can be shipped to us for professional evaluation and recovery.
We receive cases from individuals, businesses and organizations that cannot bring the device to us in person.
You can still send the case to us. We work with media that has already been opened, had heads replaced, undergone firmware work, suffered platter damage, or been partially imaged during a previous recovery attempt.
Tell us what has already been done. That history can affect the next recovery approach and helps us avoid repeating procedures that were already attempted.
Mail-in service is also suitable for difficult cases that require more than routine recovery. This includes platter-damaged hard drives, firmware and Service Area problems, SSD and NAND failures, monolithic flash, complex RAID systems and board-level work.
The important part is getting the media to the appropriate laboratory without adding further damage in transit.
Submit the case first and tell us what happened, including any previous recovery attempts.
Package the device securely and use a tracked shipping service.
Once shipped, update us with the carrier and tracking number so we can monitor the delivery.
The shipment is matched to your case and moved into the technical evaluation workflow.
We accept recovery cases from around the world. International customers are responsible for incoming shipping, customs, duties, taxes, brokerage and carrier clearance charges.
Where available, select the option to prepay those charges or bill them to the sender. Aesonlabs does not accept unexpected customs, duty or brokerage charges on incoming shipments.
Describe the contents accurately as storage media being sent to Canada for data recovery or service. Do not declare the value of the data itself as the value of the physical device.
Use a rigid corrugated box with enough cushioning to prevent the device from moving inside the package. Hard drives should be protected from static and impact. Avoid thin envelopes, padded mailers and damaged boxes.
If several devices are being shipped together, protect them individually. RAID and NAS members should be clearly labelled with their original bay or drive position.
If a drive is clicking, scraping, repeatedly disappearing or showing signs of mechanical failure, stop powering it on. Repeated attempts can increase damage.
Yes. We accept second-opinion and previously attempted cases. Include any previous findings or tell us what procedures have already been performed.
Unless we advise otherwise, keep the device in the form in which it failed. Some external drives rely on the original USB bridge electronics for encryption or access.
Label each member by its original bay or slot position and keep the order unchanged. Do not initialize, rebuild or rearrange the array before shipping.
The sender is responsible for incoming international shipping and any customs, duty, tax, brokerage or carrier clearance charges.
Yes. We accept mail-in recovery cases from Canada and internationally.
Once the package is on the way, send us the carrier and tracking number.