Policies
      Back to home
      1. Help Center
      2. Policies

      How do I return a unit? Defective or freight damage.

      K2 Scientific and VitalLog provide warranty replacements for eligible defective units. Return shipping will be provided to send defective units back to the respective company.

      Freight Damage Policy

      • Customers must inspect all units upon delivery and note any damage on the Bill of Lading (BOL).
      • If a unit is signed for with a clean BOL, the customer assumes responsibility for all damages.
      • Refusing the shipment allows K2 to file a freight damage claim on your behalf.
      • You can read more about K2 Scientific’s Freight Damage Policy for additional details.

      Defective Units & Returns

      If your unit is not performing correctly, first check the K2 Knowledge Base or VitalLog Support for troubleshooting steps. If the issue persists, contact K2 Scientific or VitalLog for assistance. If the unit is under warranty and approved for replacement, follow the respective return procedures below:

      K2 Scientific Return Process

              1. Complete the K2 Return Form online.


              2. Prepare the unit for return

        • Clean out the inside of the unit.
        • Repackage the unit in the original packaging.
        • If the original packaging is unavailable, cover the unit on all sides with heavy cardboard.
        • If your unit has a glass door, take special precautions to prevent damage. Contact K2 for assistance if needed.
        3. Secure the unit
        • Band the unit to the pallet using two nylon straps or ratchet straps (recommended).

        4. Obtain a return label
        • Contact K2 once the unit is packed.
        • When you receive the return shipping label via email, print and attach it to the outside of the packaging.
        • Print two copies of the BOL.
        5. Schedule pickup
        • A shipping carrier will pick up the unit within 24 hours of scheduling.

      VitalLog Battery Return Process

      Important:

      • Use the shipping pallet and all packing materials from your new battery to return the old device.
      • Follow the same packaging process as your new battery shipment.

      Included with your new battery shipment:
      ✔ Return shipping documents
      ✔ Zip ties for power cords

      ✔ Box guards to prevent crushing during transit

      ✔ Three ratchet straps

      • One to secure the battery to the pallet (side to side)
      • Two to secure the fully repackaged device to the pallet (one side to side, one front to back)

      Return Instructions:

      1. Prepare the unit for return

        • Turn all breakers to the OFF (down) position.
        • Remove the antenna and place it inside the FedEx envelope with your return shipping documents.
        • Tape the envelope to the top of the unit.
        • If your unit has casters, lower it onto the rubber feet for transport.
        • Zip-tie and tape the power cords to the back of the unit for safe travel.

      2. Repackage the unit

        • Carefully place the old unit on the pallet, ensuring the same orientation as the new unit for proper strapping.
        • Secure the battery to the pallet using one ratchet strap (left to right).
        • Place the new battery box over the old unit.
        • Open the top of the box and insert the corner guards and safety packing materials as originally packed.
        • Close the box securely with mailing or packing tape.
        • Attach the side guards to the box.
        • Use the remaining two ratchet straps to secure the box to the pallet (one near the front, one near the back). Tighten them securely without crushing the box.

      3. Label and schedule pickup

        • Attach return shipping labels to the top and side of the box.
        • If the old labels are still visible, cross them out to avoid transfer station issues.
        • Call FedEx Freight at 866-393-4585 and provide the tracking number to schedule pickup.

      Need Assistance?

      • For K2 Scientific returns, contact our support team.
      • For VitalLog battery setup or pairing help, email dee@k2sci.com.
      • For pickup or shipping issues, call 800-218-7613 (option 4).

      Thank you for choosing K2 Scientific and VitalLog. We look forward to supporting you and your business for years to come.