FAQs 

What is the K2 Scientific warranty? 

Value Performance Line: 

The following Value Performance Line products carry a 2-year, replacement warranty: K202, K204, K210, K20345, K20745, K21145, K205ULT, K210ULT, K221ULT, K210CMB, K20345-C, K20745-C, and K211345-C. We will first attempt to diagnose and repair the unit. If a repair is not feasible, we will send a replacement unit at no charge to the customer. 

High-Performance Line: 

The following High-Performance Line products carry a 2-year, replacement warranty PLUS a 5-year compressor warranty: K212, K225, K249, K272 as well as all of our new, recently FDA approved, blood bank product line.  We will first attempt to diagnose and repair the unit. If a repair is not feasible, we will send a replacement unit at no charge to the customer. If the compressor fails, we will ship a new Monoblock compressor system at no charge. 
 

How do I go about getting my unit repaired or replaced? 

First, follow any troubleshooting steps in the product manual. If those steps don’t work, call K2. 

Before you call, locate your 4-digit order number. 

Clearly describe your issue. Forward any documentation to: [email protected] 

We will offer phone support, can help you address issues via our support chat on our website, or provide a technician at your location. If those measures don’t work, we will send a replacement unit.  
 

I got a replacement unit. What do I do with the damaged unit? 

Please contact K2 for return shipping instructions. Be sure to provide your 4-digit order number when calling.  

 

How long does shipping usually take? 

We are located in Charlotte, NC. We ship through FedEx Freight 

East Coast -  – 1-2 days 

Midwest -  – 3-4 days 

West Coast - 4-5 days 

If you are in a rural location it may take an extra day for your product to arrive.  

If you request Liftgate and Inside Delivery or Premium White Glove service, please add an additional day and be sure to respond to FedEx email communications as this service requires a confirmed appointment time.. 

Let K2 know at the time of your order if your location has a loading dock. This could expedite your shipping. 

If you do not have a delivery dock, please note that on your order.  Let us know if you require lift-gate services and if you’d like to add inside delivery.  When placing your order online, just specify this in the notes section of your order. 

 

How much do you charge for shipping? 

We offer flat rate shipping to all locations in the US. CLICK HERE for our current shipping prices 
 

Do you offer Premium or White Glove delivery? 

We can deliver your products via FedEx Freight Direct Services to your location and remove the pallet, box and packaging. A two-man team will move the unit to your desired location so, the only remaining thing for you to do is plug the unit in an allow it to begin cooling 

This service costs does carry an additional charge. Call K2 for pricing information and verification the service is available in your zip code.  

 

Do you accept Purchase Orders? 

We accept purchase orders. If you need a formal quote for your PO you can request one online or send a request for quote to [email protected]om. Email us the corresponding purchase order based on the quote to [email protected]. We will invoice you for the product(s). If you need a w-9 you can download a copy HERE. We may request a credit reference if you are a new client. You can find that HERE and send it along with your quote. It won’t delay the processing of your order by more than 72 business hours..  

 

Are your units VFC compliant? 

Yes. All K2 refrigerators and freezers are compliant with Vaccines For Children specifications. 

 
 

Does K2 drop ship or keep units in stock? 

We keep hundreds of units in stock in our warehouse. Occasionally, we have units that are out of stock or on backorder. If you have an urgent need, please call to check availability. 

 

Can I get a calibration certificate? 

Our Value Performance Line does not come with calibration certificates. The best option is to calibrate the unit based on a third-party data logger or thermal recorder. Our High Performance line comes with a calibration certificate stating that the unit has been tested at the factory to meet specifications. This may be suitable for calibration certificate requirements. Most states will require a field calibration test.  K2 sells NSIT calibrated data loggers to help you accomplish your field test.  The certificates are valid on the data loggers for two years from date of purchase.  

 

Does K2 give discounts? 

K2 offers immediate discounts for government/military, educational institutions, small rural and urban facilities. Reseller and volume discounts are available, please call for information. 

 

Does K2 sell refurbished items? 

Units receive shipping damage and are returned to us unused. Most have only cosmetic damage. We test the units for at least 72 hours and price them for resale. Refurbished units carry a 1-year replacement warranty. We will repair or replace the unit with another refurbished unit if it fails during the first 12 months of ownership. Prices for these units vary based on the damage to the unit. .  

 

Does K2 offer a referral program? 

Yes. For information on the Referral Program please contact us. 
 

How do I get a quote? 

There are three ways to get a quote. You can get a quote from the website. Hit the $ icon in the lower right of the homepage, or “ADD TO QUOTE” on the product page. You can call us at 800-218-7613 or you can request a quote via our chat feature on our home page. 

 

Do you charge tax? 

We do not charge tax on online or phone orders. 

 
 

Are your products Energy Star rated? 

Our High Performance models carry the Energy Star certification. 
 

Where are you located? 

Charlotte, NC 

 

What is your Return Policy? 

We accept returns within 30 days if it is the result of: 1. The wrong item being shipped 2. The item is defective. You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). 
 

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). 
 

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. 

 

What personal information do we collect from the people that visit our blog, website or app?

When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, credit card information, Company Name or other details to help you with your experience.

When do we collect information?

We collect information from you when you register on our site, place an order, fill out a form, Use Live Chat or enter information on our site.

How do we use your information?

We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

  • To personalize your experience and to allow us to deliver the type of content and product offerings in which you are most interested.
  • To allow us to better service you in responding to your customer service requests.
  • To follow up with them after correspondence (live chat, email or phone inquiries)
How do we use your information?

We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

  • To personalize your experience and to allow us to deliver the type of content and product offerings in which you are most interested.
  • To allow us to better service you in responding to your customer service requests.
  • To follow up with them after correspondence (live chat, email or phone inquiries)
How does our site handle Do Not Track signals?

We honor Do Not Track signals and Do Not Track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.

Does our site allow third-party behavioral tracking?

It’s also important to note that we allow third-party behavioral tracking.