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, submit a service ticket using the chat link in the bottom right-hand corner of the page. You may also call K2 Scientific at (888) 229-1618, option 2, and one of our customer service representatives can submit a ticket for you.
Before calling or submitting a ticket, locate your order number, model number, and unit serial number.
Clearly describe your issue — upload any documentation to your support ticket, i.e., photos, data logger reports showing temperature excursions, and technical diagnosis.
K2 Scientific's goal is to resolve all service tickets within 72 business hours. Most tickets can be resolved on the same day.
We will offer phone support, can help you address issues via our support chat, 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 Scientific by emailing [email protected] or call (888) 229-1618, option 4, for return shipping instructions. Be sure to provide your order number when calling. You can also enter a ticket using our chat feature on the website.
When receiving a replacement unit, you must maintain the packing materials. These materials will be used to return your old unit. You are responsible for packaging the unit for return. Our shipping team will send the strapping required to secure the unit to the pallet. If your facilities team cannot safely pack your old unit up for any reason, please call or email [email protected], and our team will arrange for repackaging services. There is an additional charge for that service.