PRODUCT UPDATE: All Appendix F-certified products are Windows 11-ready.

Return Instructions

Step 1: Review our Warranty Statement

  • Our warranty statement can be found here.

Step 2: Submit a Return Request

  • Return requests can be submitted using our support form.
    1. Select “I have a warranty or scanner issue” from the first drop down and fill out all the required fields.
    2. A support representative will contact you at the email you have submitted if any further information is required to process your return.
    3. After the support representative has gathered all the necessary information, your request will be forwarded to a logistics team member for processing.

Step 3: Packaging

  • Once the replacement units have been received, please package the affected units in the packing materials that were supplied with the replacement units.

Domestic Returns

Step 4: Shipping Labels (TIME SENSITIVE)

  • Included with the replacement units is a shipping label for the return of affected units. Place the shipping label on the box containing the affected units.
    • VERY IMPORTANT: Return shipping documents expire within a few days. Please be timely in processing the return for pickup. If your documents expire, please contact technical@integratedbiometrics.com for replacements.

Step 5: Contact UPS

  • Call your local UPS office to arrange for pickup or drop off at a local UPS office location.

International Returns

Step 4: Shipping Labels (TIME SENSITIVE)

  • IB has provided both a shipping label as well as a commercial invoice for the return of affected units. Place the shipping label and commercial invoice on the box containing the affected units.
    • VERY IMPORTANT: Return shipping documents expire within a few days. Please be timely in processing the return for pickup. If your documents expire, please contact technical@integratedbiometrics.com for replacements.

Step 5: Contact DHL

  • Call your local DHL office to arrange for pickup or drop off at a local DHL office location.

Need assistance?

Please contact your sales representative if you have any questions regarding the IB return process.

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