Shop FAQ

What is the shelf life of test strips?
 
CareSens N Test strips have a shelf life of 24 months after the manufacturing date.  The expiration date can be found on the test vial.
 
KetoSens strips have a shelf life of 18 months after the manufacturing date.  The expiration date can be found on the strip package.

 

Are CareSens N meters covered by insurance?
 
Unfortunately, CareSens N meters are not covered by insurance.  However, you may wish to check the copayment for diabetes management supplies under your insurance policy as the cost of our meters are often less than the amount of a typical copayment.
 
How long does it take for products to arrive?
 
Once we have processed your order, we will ship the products to you via ground shipping, which will take approximately 2-8 business days depending on your location.  If you selected priority shipping, you will receive your delivery in approximately 1-3 business days depending on your location.  After your products have shipped, you will be provided with a tracking number.  Please check the carrier’s website to track your delivery.
 
Can you receive delivery of our products outside of the US?
 
The products available on our website can only be shipped to US addresses. However, our manufacturer, i-SENS Inc, provides diabetes management supplies to over 110 countries including Japan and Europe. Please visit https://i-sens.com/contact-us/ and contact i-SENS Inc. for more information.

 

Can you pause or reactivate your subscription?
 
You may pause your subscription at any time.  To pause your subscription, you must login into your account on our website and select “Pause Subscription” on the “Pause Subscription” page (Account Information > Manage Subscriptions > Pause Subscription) or you may contact our Customer Support Team.

 

After you have paused your subscription, you may reactivate your subscription at any time.  To reactivate your subscription, you must login into your account on our website and select “Activate Subscription” on the “Activate Subscription” page (Account Information > Manage Subscriptions > Activate Subscription) or you may contact our Customer Support Team.

 

Can you cancel your subscription?

 

Your subscription for test strips will remain in effect until you cancel your subscription by following the procedures outlined below.  You may cancel your subscription at any time, but your cancellation will take effect three days after we receive your cancellation request.  Once your subscription is cancelled, you will no longer be charged except for any orders that are pending on or prior to the effective date of cancellation (i.e., three days after we receive your cancellation request).  Orders are considered pending if you have been charged for a product or a product has been shipped to you pursuant to the subscription terms.

 

To cancel your subscription, you must login into your account on our website and select “Cancel Subscription” on the “Cancel Subscription” page (Account Information > Manage Subscriptions > Cancel Subscription).

 

How do I obtain a refund or replacement?

 

Refund for Unused Products.  We will provide a refund for any unused meters or test strips if (a) the packaging has not been opened and is in the same condition that you received them, (b) you follow the procedures below for returning the product (See Return Procedure below), and (c) the product is returned to us within 30 days of the delivery of such product to your address.

 

Refund or Replacement for Defective or Damaged Products.  We will provide a refund or replacement if the product is found to be defective or damaged due to the manufacturer, provided that receiving a replacement is your only option if you received test strips pursuant to our subscription service (See No Refunds for Subscription Service below).  If you believe a product is defective or damaged, contact our Customer Support Team to request a refund or replacement.  We may ask you to provide a photo or video of the defective or damaged product or to return to us the defective or damaged product (See Return Procedure below) so that our Quality Assurance Team can inspect the product.  A refund or replacement will not be provided if we determine that the defect or damage in the meter or test strip was not caused by the manufacturer.  For example, if you did not use the product in accordance with the manual accompanying the product, a refund or replacement will not be provided.

 

Return ProcedureAll returns must have a return authorization number. No returns will be accepted without a return authorization number issued by us. A return address will be provided with the return authorization number. Please read below for further instructions.

 

  1. Contact our Customer Support Team for a return authorization number.
  2. Place the product in the original packaging or similar packaging and include the return authorization number.
  3. Return the product to the return address provided by us.

 
You are responsible for shipping charges for returns.
 

Shipping fee for the order cannot be refunded unless the manufacturer is responsible for product being defective/damaged.
 

You will be notified via email once your return is received.  Within approximately 2-3 business days, the returned product will be inspected, and you will be notified of whether the product is eligible for a refund or replacement.

 

No Refunds for Subscription Service.  If you received your test strips pursuant to our subscription service, your only option is to receive a replacement for any defective or damaged test strips.  You will not receive a refund.