FAQs

How Can I Track My Website Order?

Online tracking is available for all website orders.

When your package ships you will receive an email from our Orders Department that includes a tracking number and link.

You may track the package by pasting the tracking link in a web browser, pasting the tracking number at https://www.ups.com or by calling UPS.

If you did not get a tracking number then please contact us at orders@tekscan.com or call us at 800.248.3669 / 617.464.4500 x410 Monday through Friday, 8am - 4pm EST.

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What Are Your Shipping Rates for Website Orders?

Our shipping rates depend on region and method. We use UPS for our webstore.

Note that UPS international shipping rates to our customers outside of North America, specifically in Europe or Asia have increased substantially in recent years.

There may be options via our local Tekscan distributors for some standard products. Contact us for details.

Shipping costs are subject to change at any time, and do not include any customs or clearance charges.

UPS does not deliver to APO, FPO or PO boxes. If entered then we will contact you for a street address.

Taxes are charged for shipments to Massachusetts, California, and Washington state, and other locations subject to regional requirements.

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What Shipping Methods Do You Offer for Website Orders?

UPS

Tekscan's preferred carrier for website orders is UPS.

We rely on UPS' large international network for timely delivery of packages.

Delivery time for packages depends on two factors – processing time and shipping time.

Processing time is the time it takes for an order to leave our facility in South Boston, which is usually 2-3 business days.

Shipping time is the time the package takes in transit to its destination. This number can vary widely and is dependent on many factors such as the shipping method chosen, the ship-to country, and more.

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I have an RMA Number. What do I do?

After your RMA number has been issued, you should have received an email with instructions, which are printed below.

  1. Mark your RMA number clearly in large text on the outside of the package. We are unable to accept packages which do not clearly show the RMA number on the outside of the box.
  2. Inside the package, please include a letter providing your name, your RMA number, your return shipping address, and a brief description of the problem.
  3. Please package the returned product very carefully to prevent damage during transit. We recommend the original box and packing material. If the original packing is not available, we recommend at least one inch of firm padding all the way around the product. The package should be trackable and insured for an appropriate value.
  4. Ship the package to:

Tekscan, Inc.
333 Providence Highway
Norwood, MA 02062

Attention: RMA # RMAxxxxxx (your issued number)

Note: You are responsible for the cost of shipping the product to Tekscan. We will gladly match your shipping method (e.g., Ground, 2-Day, overnight, etc.) for the return shipment back to you. However, please be aware that any local customs charges will not be paid by Tekscan.

If you have any further questions regarding your RMA, please contact Tekscan Technical Support.

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How Do I Obtain an RMA Number?

An RMA number can only be issued by contacting Tekscan Technical Support.

We will help you with the necessary troubleshooting steps. If a product is in need of Tekscan evaluation, the Customer Support team member will issue an RMA number to you.

If you're calling about a unit:

  • Be ready to operate the unit
  • Have the product serial number available
  • Call when the unit is powered and exhibiting the symptom

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What is an RMA number?

RMA is an acronym for Return Material Authorization.

A RMA number is assigned to the service order that is created when a customer requests repair, or service of product believed to be defective. RMA numbers are required for all service and repair work performed by Tekscan, Inc. The RMA number will be provided to the customer after successfully providing the information needed to create the service order.

This FAQ entry details the steps to obtaining an RMA number.

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