SHOULD YOU MAKE A WARRANTY CLAIM?
Start by researching our troubleshooting tips and help articles to see if the issue with your scale can be resolved without sending your scale to us to be replaced. If you cannot find a solution to your scale’s problem through our online resources, you may need to submit a warranty claim with us to begin the replacement process. After submitting your warranty claim via our website, you will receive an email from our Warranty Department with further instructions.
WHAT TO INCLUDE IN YOUR SHIPMENT
It is essential that you provide all required information & materials in the package when sending your scale for a warranty claim. If you do not provide all required information and materials in the package, we will not be able to process your warranty claim.
Please include the following items in the package with your warranty claim shipment:
- Printed email correspondence with ticket number and personal information (name, email address, return shipping information, etc.)
- Original warranty card with all information provided in clear, legible handwriting
- Contact method: email address and/or phone number
- Return shipping information
- Copy of scale’s purchase receipt
- The scale itself – no other accessories or adaptors
Do not send any other scale accessories, adaptors or calibration weights unless explicitly instructed otherwise by HBI Technologies (HBITech.com). If you include items in your package that are not being replaced under warranty, you may be asked to pay additional shipping costs to return the unnecessary items. If you are uncertain if you should send us a specific item with your warranty claim, please contact our support team with your inquiry before mailing the package.
DETERMINE THE CORRECT REGION
HBI Technologies has Warranty Departments in 3 different regions: USA, Canada & Europe. Customers must send their scale to the Warranty Department region that corresponds with their provided return shipping information. If you mail your scale to the incorrect region, the claim will not be processed and the scale may be held until additional shipping fees are provided. If you are not certain which region you reside within, please contact our support team with your inquiry.
CLEAN YOUR SCALE BEFORE SHIPPING
Please clean your scale thoroughly before shipping your scale to HBI Technologies for a warranty claim. To ensure proper safety protocols, we must assume that any foreign material is a hazardous substance that cannot be safely handled by our staff. If we receive a scale with a foreign substance, our policy is to deny the associated warranty claim and dispose of the entire package (including the scale) without providing any restitution to the sender. Common foreign substances include: gun powder, cooking ingredients and chemical residue.
TRACKING INFORMATION & INSURANCE
We strongly recommend purchasing insurance and receiving tracking information on your package when sending a scale for a replacement. If a package from a customer is lost or misplaced, we will be unable to assist in locating it without a tracking number. If your scale is lost or misplaced before it reaches our Warranty Department, HBI Technologies will not be liable for the cost of replacing your scale.