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Shipping & Delivery FAQs

Lucky October 3, 2019 0 comments

Calculate shipping costs, track packages, check on orders, order replacements, activate warranties, etc.

Where Do We Ship?

We can ship tCheck 2 devices to the following countries (in alphabetical order):

Aland Island, Albania, Andorra, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Bahamas, Barbados, Belarus, Belgium, Belize, Bermuda, Bolivia, Bosnia and Herzegovina, Bouvet Island, Brazil, Bulgaria, Canada, Cayman Islands, Chile, Colombia, Costa Rica, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, El Salvador, Estonia, Falkland Islands (Malvinas), Faroe Islands, Finland, France, French Guiana, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Guyana, Haiti, Honduras, Hungary, Iceland, Ireland, Isle of Man, Israel, Italy, Jamaica, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia-Republic Of, Malta, Martinique, Mexico, Moldova-Republic of, Monaco, Montenegro, Montserrat, Netherlands, Netherlands Antilles, New Zealand, Nicaragua, Norway, Panama, Paraguay, Peru, Poland, Portugal, Reunion, Romania, Saint Barthélemy, Saint Kitts and Nevis, Saint Lucia, Saint Martin, Saint Pierre and Miquelon, San Marino, Serbia, Seychelles, Sint Maarten, Slovakia, Slovenia, South Africa, Spain, St. Vincent, Sweden, Switzerland, Trinidad and Tobago, Turkey, Turks and Caicos Islands, Ukraine, United Kingdom, United States minor outlying islands, United States of America, Uruguay, Vatican City state, Venezuela, Virgin Islands-British

  • We can ship Expansion kits to the United States of America (including Hawaii, Alaska, and Puerto Rico) and Canada
  • If your country is not listed, please email support@tcheck.me.
  • Some locations may require additional import tariffs.

Shipping Times & Rates

Times

Orders are fulfilled and shipped within 10 business days. All our tCheck 2 devices are built, calibrated, and tested by hand in California.

Rates

Shipping rates depend on the selected shipping speed and weight/size of the items. Your order’s shipping rate is determined at checkout (based on your order and where you live).

US Shipping (including Alaska, Hawaii, and Puerto Rico)

We offer one Flat Rate shipping method to simplify the shipping process.

International Shipping Rates

We offer a variety of shipping methods including expedited shipping.  All rates and times are subject to change at the carrier’s discretion.  Currently, many international locations are experiencing delays due to no service or limited service (COVID-19).  Please check with your country’s postal carrier for more information and current coverage provided.

Expedited Shipping

  • Expedited shipping may be offered by the carrier you choose.  
  • USPS Priority Mail Express International is the most common carrier.

USPS Priority Mail Express International, 3–8 days depending on destination.

  • This does not mean that the order is moved ahead of others and is fulfilled faster.
  • Standard International rates are provided at the shipping screen during the checkout process.

About Customs, Duties & Taxes

When ordering, you’re responsible for assuring the product can be lawfully imported to the destination.

The recipient is the importer of record and must comply with all laws and regulations of the destination. Orders shipped outside of the United States may be subject to import taxes, customs duties, and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient’s country. Additional charges for customs clearance must be fulfilled by the recipient; we have no control over these charges, nor can we predict what they may be.

Customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Note: Customs offices in some countries or regions require the importer of record to provide a particular form of identification before releasing a shipment. You may be required to provide an identification number such as a Unique Identification Number, CPF, or Tax ID.

 

Countries/regions that require an identification number include Brazil, Chile, Ecuador, India, Israel, Peru, Qatar, South Africa, South Korea, Taiwan, and Turkey.

Shipping Costs

These costs are non-refundable in the event you return your order.

Can I Order From Outside the US?

  • Device: We ship internationally via USPS. See About Customs, Duties & Taxes section for more information.
  • Expansion Kit: To Canada only via FedEx Ground due to the nature of the dangerous good contained in the kit (reagent). We are not currently authorized to ship outside the Continental US for Expansion Kits via air or sea.

My Tracking Says Delivered but I Have No Package. What Should I do?

  • Verify the shipping address
  • Look for a notice of attempted delivery
  • Look around the delivery location for your package
  • See if someone else accepted the delivery
  • Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
  • Is your mailbox secured?
  • Do you need a key to access it? If not, ask for it from your mail carrier.
  • Did you check with your mail carrier or local carrier office?
  • Once you have done the above — you’ll want to contact the mail carrier and ask them to launch an investigation. Provide them with the tracking number.
  • Email support@tcheck.me and provide the investigation number you received from the shipping carrier.

Undeliverable Packages

Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, you will be issued a full refund (less shipping charges).

Cancel My Order

You can cancel orders that haven’t entered the fulfillment/shipping process yet by sending an email to support@tcheck.me.

  • Please provide your order number -OR- the email address used when the order was placed.
  • A refund will be issued, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.
  • Once an order has been canceled — it can’t be undone.

Modifying My Order

  • I forgot to add something: Unfortunately, once the order is placed and payment has been accepted, we can’t add an item (modify) to the order. If you’d prefer to cancel the order and place a new order, just email support@tcheck.me.
  • I changed my mind: If you ordered multiple items and changed your mind on an item, we can cancel and refund for that specific item (see Partial Refunds or Restocking Fees for more information). Provide the order number -OR- email address used when you placed the order.

Returns

Return Items You Ordered

All items we sell are eligible for return. The tCheck promise offers a 30-day money-back guarantee. When you return an item, you may see different return options depending on the item, or reason for return.

Need to return an item?

Review our Return Policy to verify your order is eligible for return.

  • Complete the Return Request Form here.
  • After completing the Return Request Form, you will receive an RMA number and return instructions.

After you’ve received your RMA number:

  • Prepare your package for return. Your return must not have been disassembled.
  • Please include all the component items — in as much of the original packaging as you can.
  • Please clean the device from all debris.
  • Please remove the batteries from the device.
  • More importantly, please secure with bubble wrap or other packaging material so it is not damaged during shipment.
  • Remove reagent before shipping the Expansion Kit.
  • Reference the RMA number provided in the RMA confirmation email on the outside of the package.
  • Attach your return label to the package.
  • Drop-off with the return carrier.

Track Your Return

You can stay on top of your returns by making sure your return label provided tracking with the carrier of your choice.

All returns with a pre-paid label provided by us are trackable via USPS.

About Our Return Policy

We offer returns for items within 30 days of receipt of shipment also referred to as delivery date.

  • Items returned before 30-days are eligible for a refund (less shipping costs)
  • Items returned after 30-days will have a restocking fee apply OR are not eligible. See Partial Refunds or Restocking Fees below.

About Items That Can Not Be Returned

Some items cannot be returned to us. We do not accept returns of the following items:

  • Items classified as hazardous materials or use flammable liquids or gases. In other words, the reagent you received in the Expansion Kit does not qualify for a return.
  • Any product missing the security sticker inside the battery compartment.
  • Note: If you have a non-returnable item that arrived damaged or defective you can email support@tcheck.me.

About Return Shipping

  • Return Shipping Costs — You are responsible for return shipping costs with the carrier at the time you ship your return. If the return is the result of an EMT error, we’ll provide a pre-paid return label to you at no additional cost. See Warranty Policy for items covered.
  • Return shipping costs are not reimbursable.
  • We do not accept COD packages that are being returned.
  • Canadian customers who need to return — please send via Canada Post to avoid additional duty fees/customs/tariff charges.
  • For more information about refunds and refund amounts, go to About Refunds.

About Return Shipping Methods

Depending on the items you’re returning and the reason for your return, your shipping methods may vary for your return.

  • U.S. Postal Service: We provide you with postage-paid mailing label to return the package and give it to your mail carrier or take it to your local post office.
  • Any Carrier: We provide you with a return shipping address, and you provide and pay for your own mailing label using the carrier of your choice.
  • UPS drop-off: We provide you with a prepaid shipping label for your return package and take it to an authorized UPS shipping location. This option allows you to track your package on its way back to us.
  • DHL drop-off: We provide you with a prepaid shipping label for your return package and you take it to an authorized DHL shipping location. (Use the drop-off locator link to find the nearest location). This option allows you to track your package on its way back to us.

About Refunds

When you return an item, your refund and how your refund is issued may differ based on the condition of the item, how long you’ve had the item, and how the item was purchased.

When an item has been returned the shipping costs already paid are not eligible for a refund.

Note: After the carrier has received your item, it can take up to 2 weeks for us to receive and process your return.

To see how long it takes for you to receive your refund, please see the table below.

How Refunds Are Issued

  • When returning an item the refund will be issued to the original payment method used when the order was placed. If the credit card used is no longer valid, we will issue a check to the billing address on the order and it will be mailed via USPS.
  • If you’re receiving a refund after we have received your item, it may take an additional 3–5 business days to fully process your return and issue your refund.

  • A refund notification is provided to the email on the order.

Partial Refunds or Restocking Fees

*For all items, the return window is 30 days after delivery. To check the return window for an item you have ordered, contact us and provide your order number and ask for your delivery date.

If your item was fulfilled by an authorized third-party reseller, you may be charged up to 20% restocking fee even if you return the item in original condition within the return window. Please contact the reseller for return eligibility.

  • A partial refund may be issued for the following:
    — Overpayment or change of shipping costs
    — Canceled or changed an item but not the entire order
    — Discount not applied at checkout
  • All partial refunds follow the same refund rules outlined above (see How Refunds Are Issued).

Warranty

What Is the Warranty?

We offer a 6-month limited warranty from the date of delivery. For more details check out our Warranty Policy. If the device is defective, we will repair or replace the device, at our option, at no cost.

If the product is purchased directly from Engineered Medical Technologies or through an AUTHORIZED RESELLER, you are covered under our limited warranty.

  • EXCHANGES (if applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item email support@tcheck.me.
  • Warranty replacement covers the device only. It does not extend to the Expansion Kit.

How Do I Return for Warranty Replacement?

Review our Warranty Policy to verify your device is eligible for replacement or exchange.

1. Complete the Return Request Form

After completing the Return Request Form you will receive an RMA number and return instructions.

2. Prepare and ship your return

After you’ve received your RMA number:

  • Prepare your package for return. Your return must not have been disassembled.
  • Please include all the component items — in as much of the original packaging as you can.
  • Please clean the device from all debris.
  • Please remove the batteries from the device.
  • More importantly, please secure with bubble wrap or other packaging material so it is not damaged during shipment.
  • Reference the RMA # provided in the RMA confirmation email on the outside of the package.
  • If a pre-paid label was provided for you, print and attach the label to the package.
  • Make sure to cover up all old markings or labels on the box.
  • Drop-off with the return carrier.

If I Purchased From an eBay Seller Can I Return It for Repair or Replacement?

Only if that eBay seller is an authorized reseller. If you purchased the item as a new or used device from a non-authorized reseller, it is not eligible for return for repair or replacement.

What Do I Do If I Purchased My Device From an Authorized Reseller?

Register your device for warranty protection. Before you begin testing, make sure to register your device to activate your tCheck warranty.

You should have received a warranty registration card in your package. If you have it, please follow the directions on the card.

If you don’t have the registration instructions, please send an email to warranty@tcheck.me with the following information:

  • Proof of purchase with the date of purchase and the date of delivery. This would be your order confirmation you received. Attach it to the email as a .png or .jpg.
  • Personal Information — full legal name, home address, phone number, and valid email address.

You will receive a registration confirmation once it has been completed.