Contact Us

Frequently Asked Questions

• What is the Return Policy and Sales Policy?

  JTECH makes every effort to provide high quality products that make you more efficient, your patient care more effective, and your business more profitable. We also strive to provide the best customer service possible. In reaching to attain this goal, we hope you will take a moment to review the following sales and return policies.

  Return Policy
  Important return conditions:
  A Return Merchandise Authorization (RMA) number must be obtained from JTECH Customer Service prior to returning any merchandise. When phoning or writing for an authorization number to return merchandise, please contact the JTECH Customer Service department with:
  Your name or customer number as it appears on the invoice or packing slip.
  Your telephone number and person to contact.
  Your applicable P.O. number.
  The catalog number(s) and description(s).
  The reason for return.

  No software returns will be allowed after the seal on the software package is broken.
  New hardware may only be returned for credit within 15 days of receipt.
  No cash refunds will be issued.
  No returns of used or purchased demonstration inventory will be accepted.
  Hardware items returned for credit within 15 days will be subject to a 20% restocking fee, provided the items are in new condition and in the original packaging. If items require refurbishing or repair, the cost of service or repair will be deducted from the amount of credit.
  JTECH reserves the right to refuse or to return-collect any merchandise sent back without prior authorization of our Customer Service department. Authorized returns must be shipped pre-paid to:

  JTECH Medical
  7633 Main Street
  Building D
  Midvale, UT 84047
  ATTN: RMA# (Insert number from Customer Service)

  When returning merchandise, please include a copy of your original invoice or packing slip to ensure prompt issuing of any credits.

  Sales Policy
  Orders
  Orders may be placed with JTECH Customer Service, JTECH authorized representatives or via the jtechmedical.com product catalog. Orders are accepted only on the condition that in the event of conflicting terms, the terms set forth herein prevail.

  Prices
  Prices are subject to change without notice. Prices in effect at the time the order is accepted will prevail. Written quotations are valid for 60 days unless otherwise noted. All applicable taxes and handling charges will be added to the invoice.

  Terms
  Shipments are FOB shipping point. Shipments will be pre-paid unless credit terms have been established. A credit application with valid references will be required for new accounts.

  Shipping
  Examine all goods upon receipt. They are carefully packed to minimize in-transit damage. If a shipment has been damaged, immediately document the nature and extent of the damage and contact the carrier. If concealed loss or damage is discovered, retain all packing materials and notify the carrier at once, requesting an inspection. This is essential and must be done within seven (7) days of delivery. If order is received with parts missing, please contact the carrier and JTECH customer service.

  Changes and Cancellations
  Changes to, or cancellations of, any order by the customer, must receive the consent of the JTECH Customer Service department. The Regional Sales Manager or the President of JTECH must approve changes greater than US $500.00. JTECH is not liable for damages caused by delays or non-delivery due to any cause.

  Partial Shipments
  JTECH reserves the right to make partial shipments on any order; invoices shall be payable upon receipt unless otherwise agreed to in writing.

• Why is my Commander Echo device not connecting?

  The Console must be “paired” or “bonded” with any devices with which it is expected to communicate. You can do this in the Settings menu, then going down to the “system” multifunction menu and toggling over “Register”. This will prompt you to connect the relevant device, which you should then power on. The new device will be registered.

• What will be my custom taxes when you ship to my country?

  The taxes vary and will be determined by your customs authority. They change often which makes it impossible for us to know how much they will be.

• A part of my device broke – why can’t you just send me the parts so I can fix it myself?

  Our warehouse and manufacturing site is certified for medical devices. All devices that come out have gone through QA and were inspected for medical use. Sending out parts to have a customer fix would invalidate the medical certifications.

• What are the system requirements for Northstar?

  The system requirements can be found here: https://www.jtechmedical.com/system-requirements

• Do you have loaners?

  We do not have equipment to loan out. We do have a rental program. You can rent a device for $400 for 30 days.

• Where is my Casper Key?

  The Casper Key/Serial Number is on a large sticker on the bag that contains the USB drive you received with your new system. If you lost of misplaced your bag you can call us to get a key.

• I bought my devices from another customer. Can I still use them?

  Yes. A System User Registration will need to be completed by a salesman before you can use them. Call sales and someone will be able to assist you.

• Do you offer student discounts for the CAT?

  We do! Customers that purchase online that meet the criteria can purchase at a discount.
  EDUCATION 15 — This is a 15% discount for students. You must provide your student ID.
  CAT STUDENT — You can receive a 20% off for student bulk purchases

• Where can I find training videos?

  Training videos can only be found on Guardian. You will need a Guardian subscription in order to watch the training videos.