This article provides guidance on replacing a device that was damaged during shipment.
If your Konan product was damaged in shipment, follow the steps below to get a replacement product or an RMA for repairs.
Document the Damage
Take clear pictures of any damage, including the packaging it arrived in.
We must have clear photos of the box and subsequent damage to file a claim with the shipping provider (if relevant).
Provide detailed Information
Please gather and provide us with as much detail as possible to help expedite the request and alleviate the need for follow up information (for example):
Account Name
Order Number
Serial Number (if it can be safely retrieved from device; sometimes it is best to leave the device in the box when damaged severly).
Pertinent information about the damage that incurred
Pictures of the damaged device and box/packing materials.
Contact Support ASAP
Please create a ticket by clicking "Submit a request" at the top of this page or by clicking the button below.
You can also reach our support team immediately by calling +1 (949) 576-2255, Monday to Friday, from 6:30 am to 5 pm Pacific Time.
Next Steps
Our support team will review your information and guide you through the necessary steps to resolve the issue.
You can expect to receive a response within one business day.
We look forward to assisting you!
Konan Medical USA
Customer Service and Technical Support:
Phone: +1 (949) 576 – 2255
Email: support@konanmedical.com
Web: konanmedical.com/helpdesk