Shop today >> Free Shipping for orders $50 and up

PRODUCT RELATED

It is possible to keep getting the same readings. However, if you feel that the readings are unusual, please conduct a control solution testing to ensure that the meter and the batch of test strips you have are working properly. If control solution testing results are within the control solution range, the meter and strips are working properly. If the control solution testing results are not within the control solution range, please contact customer service so that we can better assist you.

The capillary whole blood of the fingertips reflects changes in glucose levels very rapidly. Although testing might have been conducted back-to-back, the readings will vary. As your blood constantly flows, the glucose molecules will also change, and each sample of blood will have a different concentration of glucose. You can also use the control solution to check if the meter and the batch of test strips you have are working properly.

Please make sure that the control solution testing range you are referring to is NOT the one on the manual as it is just an example reference. The control solution range is printed on the test strip vial for CareSens N products and on the meter box/strip box for KetoSens products. If the control solution testing results are out of range that is printed on the product, please contact customer service.

To truly test the accuracy of the meter, it can only be assessed by comparing blood glucose results obtained using a lab instrument performed by your doctor or specialist to the results you have obtained using your meter. All blood glucose meters, not just including our brand, are required to be +-15% of the lab instrument (Golden Standard Equipment) 95% of the time. Control solution testing is a great way to check if the meter and the specific batch of test strips are working properly.

CareSens N Meter Kit/KetoSens BT Starter Kit includes just the Control A solution. We offer both control A and B in a pack if you wish to purchase them separately. Control solution is not a mandatory tool required to use our meter. You can use either control A or control B to check if the meter and test strips are working properly. Control A allows you to check the lower end glucose/ketone levels, whereas Control B allows you to check the higher end glucose/ketone levels.

The pairing process is time-sensitive so if the steps are not done in a timely manner, the meter will automatically fail to connect and shut off. If you have already attempted to pair your meter and was unsuccessful, please follow the below instructions before pairing the meter again.

1. On your mobile device, is your [KetoSens/CareSens N Plus BT] meter listed under My Device? If yes, you will need to forget this device from your Bluetooth list.

2. On your Smart Log App, is your [KetoSens/CareSens N Plus BT] meter listed under Registered Device? If yes, you will need to delete this device. Once you open the Smart Log App, select the More tab located at the bottom right corner, select Accessories, and confirm if the [KetoSens/CareSens N Plus BT] is displayed on the very top under Registered Device. You can click the Bluetooth logo on the right and delete the meter.

Once the above steps are completed, On your Mobile Device - Open your SmartLog App, select the More tab, select the Accessories tab, select [KetoSens/CareSens N Plus BT] under the Blood Glucose Meter list, Click Register, Click Next, you will then be given an option to select either 1 or 2 [Please STOP HERE]

Moving on to your Meter - Press the [Right Arrow – KetoSens BT] or [Down Arrow – CareSens N Plus BT] button for approximately 3 seconds, you will see the word “YES” flashing and the word bT (which stands for Bluetooth) above, [Click the middle S button once – KetoSens BT] or [Press the power button once – CareSens N Plus BT], you will see a screen with the number 2 and the word “type” on the bottom left corner [Please STOP HERE]

Back to Your Mobile Device - Select 2, Click Search, select your meter [KetoSensBT XXXX/CareSensNPlusBT XXXX] (XXXX is the last four digits of the serial number located on the back of your meter), you will see a pop-up screen that says, “Bluetooth Pairing Request – [KetoSensBT XXXX/CareSensNPlusBT] would like to pair with your mobile device.", Click Pair On your Meter - You will immediately see the word YES flashing on the bottom right corner - Click the [middle S button – KetoSens] or [press the power button – CareSens N Plus BT] to complete the pairing process.

Control solution is not a mandatory tool needed to use the meter. Control solution A,B pack can be purchased separately, but the starter kit only includes control A.

Control solution is used to check if the meter and test strips are working properly. Range can be found on the meter box test strip box (KetoSens) or test strip vial (CareSens).

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.

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.

SHIPPING RELATED

In some cases, the delivery status is updated in advance as "delivered”. If it has been more than 48 hours and you have yet to receive the package, please contact us for further assistance. If purchase was made on Amazon, please contact Amazon directly as they are in charge of all shipping and handling.

If purchase was made on Amazon, please contact Amazon directly to request for a full refund/replacement and discard the product immediately. Our products are sent “AS IS” from the manufacturer’s facility shipper case directly to the Amazon Fulfillment Center, and all shipping/handling is managed by Amazon. However, there are cases where Amazon may mislabel a returned product from a customer as ‘new’ instead of ‘used’ and ship it out to a different customer. If you would like a replacement sent directly by us, please contact customer service and we will be more than happy to send you replacement products from our end. As for the returning process, you can simply use the prepaid label that will be included in the replacement shipment. If purchase was made on our website, please contact customer service so that we can better assist you.

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.

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.

RETURNS AND REPLACEMENTS RELATED

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.

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.

All 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.

SUBSCRIPTION RELATED

You may pause your subscription at any time. To pause your subscription, you must log in to your account on our website and select “Manage your subscription” > "Show more detail" > "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 log in to your account on our website and select “Manage your subscription” > "Show more detail" > "Reactivate subscription" or you may contact our Customer Support Team.

Your subscription 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 log in to your account on our website and select “Manage your subscription” > "Show more detail" > "Cancel subscription" or you may contact our Customer Support Team. After you have canceled your subscription, you may reactivate your subscription at any time. To reactivate your subscription, you must log in to your account on our website and select “Manage your subscription” > "Show more detail" > "Reactivate subscription" or you may contact our Customer Support Team.

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.