FAQs
Have questions about our rehabilitation, movement analysis, or sports medical products? Find answers to frequently asked questions below, covering everything from shipping costs to troubleshooting error messages!
The lactate readings are way too high. What can I do?
Check whether the test strips have expired and if they have been stored properly (between 10 and 20 degrees).
What does the E7 error code mean on my device?
The E7 error code can be caused by blood entering the device. Try a new strip. If that doesn’t solve the issue, please contact our helpdesk at service@samcon.be.
My device is showing incorrect or faulty values. What should I do?
This could be due to too small of a blood sample or a faulty test strip. Try a new strip. Still having issues? Contact our helpdesk at service@samcon.be. Note: Strips should not be exposed to extreme temperatures (ideal storage is between 10 and 20 degrees).
What should I do if there’s a defect?
Is there something wrong with your meter? If it falls within the 1-year warranty period and the defect wasn’t caused by misuse, we’ll send a new meter or box free of charge.
Are you available by phone?
Yes, we can be reached by phone during working hours at +32 3 502 51 00. You can also send us an e-mail at service@samcon.be.
Do you have enough stock?
We make sure to always have plenty of stock for all our products. However, due to long lead times from manufacturers, it’s possible that a product may occasionally be out of stock. This will always be clearly indicated on our website.
What is the delivery time?
We aim to deliver your order within 48 hours (2 business days). However, this depends on our transport partner.
What is the return policy?
- Meters: Returns can be made within 2 weeks of purchase as long as the meter is undamaged.
- Test strips: Returns can be made within 2 weeks if the box is unopened.
What are the shipping costs?
Shipping costs are a standard € 25. Orders over € 500? Shipping is free!
Can’t find your question?
No problem! Our team is ready to help. Feel free to contact us at +32 3 502 51 00 or send an email to service@samcon.be. We look forward to hearing from you!
