Before you consider sending your unit back to us for repair, watch this short video about fixing the battery contacts yourself. This is our most commonly reported problem.
Repair Return Instructions
Should your device require repair, please contact us via email at info@mindalive.com or phone (780) 465-6463 or toll free in Canada and US 1(800) 661-6463 to obtain a warranty/repair authorization number and important shipping instructions.
To ensure that your equipment reaches us, is repaired, and returned to you, in the most prompt and efficient manner, you will need to do the following:
- Be sure to surround the equipment with at least one inch of tight packing on all sides in a strong carton. Neither Mind Alive Inc. nor courier companies will pay for damage incurred by poorly packaged goods.
- Include a brief written note describing the problem.
- Please provide a daytime phone number where we can reach you.
If sending from outside Canada, you will be required to complete a customs form requesting a description of the goods. Be sure to list the contents as "ELECTRONIC GOODS BEING RETURNED TO THE COUNTRY OF ORIGIN FOR REPAIR UNDER WARRANTY". Use the harmonization code 9813.00.00.97 and value the goods at $100.00 per unit. Failure to properly complete customs and shipping documents may result in additional brokerage and duties charges.
Any postage, insurance and shipping costs incurred in returning equipment for service or repair are the responsibility of the customer. We recommend that you choose a method of shipment that will allow tracking or tracing. We cannot be responsible for lost shipments.
For US customers: We have found that expedited mail is both economical and very reliable. It takes approximately 7 to 10 days. Be aware that ground couriers do not include brokerage fees in their quoted pricing. The customer is responsible for all brokerage fees, duties and taxes. Equipment will not be returned to the customer until these charges have been paid.
For repair, return to:
Mind Alive Inc.
6716 – 75 Street, NW
Edmonton, Alberta Canada
T6E 6T9
Returning For Refund - Our 30-Day Money Back Guarantee
We are sorry that you didn't enjoy your DAVID, but we respect your decision and thank you for trying it out!
To return your DAVID for refund, contact us via email at info@mindalive.com or phone (780) 465-6463 within 30 days of receiving your order to obtain a return authorization number and important shipping instructions.
If all parts are returned in good working condition, you will get a full refund, less your shipping charges. Refunds will be issued to the same credit card that was originally charged.
RETURN INSTRUCTIONS:
To ensure that your order reaches us safely:
- Be sure goods are properly packed in a strong carton and surround the equipment with at least one inch of tight packing on all sides. Neither Mind Alive Inc. nor courier companies will pay for damage incurred by poorly packaged goods.
- Include a copy of your sales receipt and daytime phone or email.
If sending from outside Canada, you will be required to complete a customs form requesting a description of the goods. Be sure to list the contents as "ELECTRONIC GOODS BEING RETURNED TO THE COUNTRY OF ORIGIN FOR REFUND". Use the harmonization code 9813.00.00.97 and value the goods at $100.00 per unit. Failure to properly complete customs and shipping documents may result in additional brokerage and duties charges to the customer.
Any postage, insurance and shipping costs incurred in returning equipment are the responsibility of the customer. We recommend that you choose a method of shipment that will allow tracking or tracing. We cannot be responsible for lost shipments.
For US customers: We have found that expedited mail is both economical and very reliable. It takes approximately 7 to 10 days. Be aware that ground couriers do not include brokerage fees in their quoted pricing. The customer is responsible for all brokerage fees, duties and taxes. These charges will be deducted from your credit.
To return your DAVID for refund within 30 days of receiving your order, send to:
Mind Alive Inc.
6716 - 75 St. NW
Edmonton, Alberta, Canada
T6E 6T9
Here is a testimonial from a person who used our return policy:
"Great customer service! Both getting and returning the device was fast and stressless. Just mailed it back and got the refund in a couple of days. Although Oasis was not seeming to help in my particular condition, I’m considering getting another device once my test results and diagnosis are finalized. Just want to thank the Mind Alive team again for their efficient work."
~ Marina, Jul 2015