HOW TO - Get a replacement tray? – tCheck

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 at support@tcheck.me to request your device be re-calibrated with a new tray. Please provide 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, have you reviewed My tray is scratched for more information?

STEP 1 - We will need the Return Request Form completed at the following link.

RETURN REQUEST FORM: https://goo.gl/forms/lAOoBXWSO9XlkBgA3

(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:

<<DOMESTIC/USA>>

Item #	Description	Qty	Unit Price	Discount	Price
TC-2 Tray-REP	Polymer Testing Tray Replacement	1	$24.00	$ -	$24.00
RECAL	Re-calibration of tCheck 2 device	1	$100.00	$100.00	$ -
Shipping	Shipping costs to return the re-calibrated device with a new tray (USA)	1	$10.00	$ -	$10.00
				Invoice Subtotal	$34.00

<<INTERNATIONAL>>

Item #	Description	Qty	Unit Price	Discount	Price
TC-2 Tray-REP	Polymer Testing Tray Replacement	1	$24.00	$ -	$24.00
RECAL	Re-calibration of tCheck 2 device	1	$100.00	$100.00	$ -
Shipping	Shipping costs to return the re-calibrated device with a new tray (International)	1	TBD	$ -	TBD
				Invoice Subtotal	TBD

Please reply to this ticket with your approval of the estimate/invoice. Shipping and any applicable taxes 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 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.

Once we receive the device there is a 1-week turnaround time.