Sending Your Instrument for Repair

To send an instrument in for repair, choose from the following options: 
1. Call Intoximeters Customer Service at (314) 429-4000, have your instrument’s serial number ready, and we will walk you through the steps to send your instrument in for repair. Or,

2. Complete an   Incident Form (Return Material Authorization) form and send it, along with your instrument, to Intoximeters. The RMA form must include a detailed description of the problem(s) you are experiencing and any other information you feel may be helpful. You can fill out the Incident Form on-line, print a copy to include in the shipment, and submit it electronically to the Technical Department, or you can download an Incident Form, fill it out by hand and include a copy in the shipment.
Address:    Intoximeters, Inc,  2081 Craig Road, St. Louis, MO  63146

You might want to consider checking our FAQ section to see if the symptoms you are experiencing might be easily corrected without return.

INTOXIMETERS, INC. shall not be responsible for any custom software, custom configuration information, or memory data of customer information contained in, stored on, or integrated with any products returned to INTOXIMETERS, INC. pursuant to any warranty, repair or recertification.

Prior to the instrument return for warranty, repair or recertification, all stored data, settings and custom software required by the customer, should be saved or secured by the customer.

Never ship an instrument back with a Dry Gas Tank of any size, even if it is empty. It is illegal and can carry heavy fines if you are caught shipping a hazardous material without proper certification and documentation. While the contents of the dry gas tanks are not inherently dangerous, the tanks are considered hazmat for shipping purposes because they are under pressure.
EC/IRs and Alcomonitor CCs both have gas tanks inside them. Some portable devices such as RBT IV or Alco-Sensor IV with Memory are in blue vinyl carrying cases that also contain a small dry gas standard. These need to be removed before you ship your instrument to us.

We also do not need any disposable items. Remove any mouthpieces that are attached to your instrument or are in the case with the instrument.

Let your Customer Service Representative know that you need an estimate when you call to set up the repair. If you prefer to complete an Incident Form, there is a section on the form that allows you to request an estimate. This section of the Incident Form requests that a fax number or email address for the contact person is included so that Intoximeters can forward an estimated quotation to you for your review and approval.

A minimum $40.00 checkout charge will be charged for each instrument requiring an estimate.  This charge will also be assessed for any customer requiring an estimate to issue a purchase order or to approve a payment via credit card.

On the Contact Us page, please choose the “Tech Repair Status” dropdown option. Submit the form to be informed of the status.

What to ship back with your instrument
If you are having a problem with your printer, send it and its cables, along with your instrument back to Intoximeters. Otherwise we do not need to have the printer or cables.

UNDER NO CIRCUMSTANCES SHOULD YOU EVER SHIP A GAS TANK WITH YOUR INSTRUMENT.  View the “What should I NOT ship back” section above.

If the instrument being sent in is an RBT IV you will need to send the RBT and the Alco-Sensor IV instrument, printer and the battery together.

If you are having a problem with your Alcomonitor CC, please remove the dry gas standard and printer and all power cables.  If your printer and/or cables are believed to be problematic, please send them as well but DO NOT SHIP THEM STILL ATTACHED TO THE AMCC UNIT.  All components must be packed securely so they do not move around during shipment.

When sending in an Intox EC/IR device, please remove the dry gas standard before shipment.  Unless directed to do so by Technical Services, do not send the keyboard, power cord, or external printer.

Shipping instrument to Intoximeters for repair
The following tips will help ensure that your product will be handled safely and securely as it is shipped to Intoximeters. Please be aware that Intoximeters is not responsible for any shipping damage that occurs during the shipping process, so make sure you pack your item as safely as possible.

• If the original shipping box is not available, ship instruments in a corrugated cardboard box with appropriate packing material
• If you use packing material such as peanuts or other chip like material, wrap the instrument in a bag so that packing material does not pollute the instrument.
• Do not ship compressed gas or other HAZMAT materials unless you are properly certified.
• It is recommended that you have the package insured by your carrier / postal service when you ship it. This may already be included in your shipping charge; check with your carrier.
• It is recommended that you use a carrier that has package tracking capabilities. This will help us ensure that the package arrives at its proper destination.
• Prior to the instrument return for warranty, repair or recertification, all stored data, settings and custom software required by the customer, should be saved or secured by the customer.
• Include a completed Incident Form (Return Authorization)

Other issues/concerns:

• What Not To Ship
• Shipping Turn Around Times
• Returning your instrument to you
  Intoximeters is not responsible for any shipping damage that occurs during the return shipping process of a repaired item. However, Intoximeters does insure all return packages. To make a claim for damages caused during shipment, it is important that you check out the shipping package and contents upon receipt and identify any damage. If damage exists, save all evidence including the shipping carton and contact Intoximeters Customer Service Department within 24 hours of receipt of the package.Where to ship repairs
  Intoximeters has two Factory Authorized Service Centers and a number of our local agents around the world have factory trained technicians on staff who offer local repair capabilities.Although any repair can be shipped to our repair facility in St. Louis, USA, we would normally suggest that if you are located in Europe, you ship your instrument to our UK office.United States – Headquarters
  Phone : [+1] 314-429-4000
  8am – 5pm CST Monday thru Friday.Fax : [+1] 314-429-4170
  Fax any time 24×7.Intoximeters, Inc.
  2081 Craig Road
  Saint Louis, MO 63146United Kingdom – Regional Office
  Phone : [+44] 01803-868602
  8am – 5pm GMT/BST Monday thru Friday.Fax : [+44] 01803-868701
  Fax any time 24×7.Intoximeters UK Ltd.
  Alpha Centre Unit 6 A-D
  Babbage Road, Totnes
  Devon TQ9 5JAIf you are anywhere else in the world, contact your local agent to determine if they offer local repair services. If not, the agent will be able to inform you about where you should ship the instrument to get the instrument serviced or you can contact Intoximeters USA for repair information.

If you need to return an item there is a standard restocking charge of 25%. For assistance with returns, call Customer Service at (314) 429-4000, and fill out an Incident Form (Return Material Authorization).