Shipping Policy

1. Processing time

Orders ship within 1–2 business days of payment confirmation. Orders placed after 2 p.m. Pacific may ship the following business day. Large-quantity OEM orders ship per the schedule in your purchase order.

2. Domestic shipping (United States)

• One shipping fee per order — however many items the order holds.
• Ground — $4.99 per order, 5–8 business days. Free on orders of $100 or more.
• Air — $9.99 per order, 1–2 business days. Air is never free.
• eSIM packs of 5 or more — free ground shipping on orders made up only of eSIM packs of 5 or more.
• Overnight — available for urgent deployments; contact sales for rates.

Tracking numbers are emailed the moment the label prints.

3. International shipping

• International orders — contact sales for a shipping quote. We ship to US addresses only through the online store.
• Duties and taxes — the recipient is responsible for any import duties, VAT/GST, or local customs fees.
• Restricted countries — certain regions may not be serviceable due to US export controls. Contact us if you need a specific destination confirmed.

4. NIST recertification returns

To recertify Neo-series sensors, purchase the NIST Recertification service (priced per sensor in the store; return shipping for recertification is confirmed with your service order) and ship them to our calibration partner:

Cal-Tek Company — attn: iMatrix NIST Recertification
20 Republic Road
North Billerica, MA 01862, USA

Include your account number and the sensor serial numbers. Typical turnaround is ~2 weeks from receipt. See the recertification request page to start.

5. Delivery issues

If a shipment arrives damaged, take photos before unpacking further and email our support team within 5 business days. We replace damaged-in-transit items at no cost once the carrier claim is filed.

6. Contact

Shipping questions, large-quantity OEM logistics, or international-specific inquiries: contact form or call +1 (844) 545-1007.