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.
- Select “I have a warranty or scanner issue” from the first drop down and fill out all the required fields.
- A support representative will contact you at the email you have submitted if any further information is required to process your return.
- 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 our support team if you have any questions regarding the IB return process.