Q: I want to purchase additional trays?
A: Unfortunately at this time, we do not currently offer on our website the purchase of replacement or extra trays. The reason is that we encountered an issue with our tray vendor and it still has not been resolved. For this reason, each tray shipped with the device is specifically calibrated to that device only. Until the issue is resolved we have pulled the products from our website. We apologize for the inconvenience.
Q: I can't find trays on your website?
A: We encountered an issue with our tray vendor and it still has not been resolved. Until the issue is resolved we have pulled the products from our website. We apologize for the inconvenience.
Q: My tray is damaged or lost. How do I get a new tray?
A: If you have a tCheck 2 device and the damage is preventing readings, then there is a different process to get a new tray - and it requires your device to be returned. We do waive the re-calibration fee the first time, so all you pay for is the replacement tray and the cost to ship to you.
If you are concerned about the scratching you see on the tray and are not sure it is affecting your results please review My tray is scratched for more information.
NOTE: Re-calibration with a new tray is ONLY available for tCheck 2 devices. We are not able to re-calibrate tCheck Classic devices.
Q: Can I get more than 1 tray for my tCheck 2 device?
A: No, not at this time. We are sorry for the inconvenience. Once the issue with our vendor has been resolved we will add our tray products back to our website.
Q: How do I initiate the process for re-calibration with a new tray?
A: Please contact Customer Support to request your device be re-calibrated with a new tray. Please provide your order number to determine product eligibility and an image of the damaged tray for verification. We do waive the re-calibration fee the first time, so all you pay for is the replacement tray and the cost to ship to you.
Before requesting a re-calibration with a new tray, please review the following articles:
STEP 1 - We will need the Return Request Form completed at the following link.
RETURN REQUEST FORM: https://forms.gle/mv9fKurSXvuytUfGA
(requests will be processed during office hours Mon-Fri 9 am - 5:30 pm).
STEP 2 - You will need to agree to the cost to replace the tray and re-calibrate your device (see below the USA and International estimates). Here's the estimated cost breakdown:
Please approve the estimate/invoice. Shipping and any applicable taxes are to be determined at the time the invoice is created.
Once the Return Request Form has been completed/submitted, you will receive:
- 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. 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-week turnaround time.