HOW TO - Get a replacement tray

Q:  I want to purchase additional trays.

A:  Unfortunately, we do not offer the purchase of extra trays.

Why?  Because each tray shipped with the device is calibrated explicitly to that device only. We are unable to calibrate more than one tray to a device.

Q: Can I get more than 1 tray for my tCheck device?

A: Unfortunately, the answer is no.  We are unable to calibrate more than one tray to a device.

Why?  Because each tray shipped with the device is calibrated explicitly to that device only. We are unable to calibrate more than one tray to a device.

Q:  I can't find trays on your website.

A: Yes, that is true.  We do not offer the purchase of replacement or extra trays from the website because each tray shipped with the device is calibrated explicitly to that device only. 

Q: My tray is damaged or lost.  How do I initiate the process for re-calibration with a new tray?

NOTE:  Re-calibration with a new tray is ONLY available for newer version tCheck devices.  We are not able to re-calibrate tCheck Classic devices. 

Before requesting a re-calibration with a new tray, please review the following articles:

• My tray is scratched
• TRAY - DIY Cloudy Tray Repair

If you have a tCheck device and the damage prevents readings or you have lost your tray, then the process to get a new tray requires your device to be returned for re-calibration to a new tray.  Contact Customer Support to request your device be re-calibrated with a new tray and provide the following:

1. Your name; 
2. The email address that was used to place the order; 
3. Approval of the estimated costs (see below); and
4. Current billing and shipping address, and telephone number.

Cost for re-calibration - (see below the USA and International estimates). 

Shipping and any applicable taxes are to be determined at the time the invoice is created.

After contacting us and providing the information requested you will receive the following:

• your RMA number;
• an invoice for the cost of the new tray via a separate email. We will re-calibrate your device at no cost to you for the first time.  (Note: subsequent re-calibration charges are $100.00);
• return/packaging instructions; and
• a copy of the re-calibration with a new tray invoice will be attached to your original ticket request.  Please verify the information on that invoice (i.e., shipping address) and if anything needs correcting, please let us know so the invoice can be updated before payment is made. 

Once we receive the device there is a 1-2 business day turnaround time.