This article will detail the steps you can take if your GlacierGrid provided hardware has been lost or damaged.
My equipment is lost
If your equipment has been lost, please take the following steps:
- Reach out to support@glaciergrid.com to inform us about the missing hardware.
- You may request additional time to locate the equipment. GlacierGrid offers a 30-day grace period to locate equipment.
- We will send you replacement equipment – should you need it before the 30-day grace period elapses, we will ship you a return label if you have extra equipment.
- If the equipment has not been found following the 30-day period, or if you opt out of the grace period, you will be charged for the missing equipment as per our Terms & Conditions policy. We will send you an invoice for the missing equipment following the confirmation that equipment is permanently lost.
- Exceptions to this policy exist – your support representative will notify you if you qualify.
My equipment is damaged
GlacierGrid equipment is considered “leased” under your subscription, and you are liable for the full price for any damaged hardware. We do not charge for damage to power cords or probes. Please follow these steps if your equipment is damaged:
- If you believe that your equipment is damaged, please take a picture of it and reach out to support@glaciergrid.com with the attached image.
- If we determine that the damage is permanent and does not qualify for an exception, you will receive an invoice for the bill of the damaged product. If needed, we will immediately ship your replacement equipment to minimize disruption to your operations.