Minor scratches and scuffs are the results of our factory calibration process. In the manufacturing process, the tray is paired with the device and calibrated together. Over 20 different combinations of oils, cannabinoids, and potencies are individually run through the device/tray pair. Unfortunately, during this process, slight scuffing or scratching may occur. As long as the scratch is not through the center of the tray, measurements will not be affected.
If there is clouding or scratching through the area where the yellow dot is in the image below, then it will affect your readings and a new tray will be necessary. Take a look at the image with the yellow dot. If the scratching is inside the yellow dot, then please contact Customer Support to request your device be re-calibrated with a new tray. OR follow the instructions here > HOW TO - Get a new tray.
Please provide an image of the damaged tray for verification. The re-calibration fee is waived the first time, so all you pay for is the replacement tray and the cost to ship to you.
NOTE: Re-calibration with a new tray is ONLY available for tCheck 2 devices. We are not able to re-calibrate tCheck Classic devices. All tCheck Classic devices are no longer supported or covered under warranty.
Review the section "Taking care of your tray" in the Getting Started Guide. Additionally, you can get tray care instructions here.
If you feel you received your tray damaged please do not use the tray or device until we can determine the root cause. Receiving your new product with a damaged tray will be eligible for a warranty replacement. Contact Customer Support with a picture of the tray and your order number.