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 (Volume / Pooled / Enterprise eSIM programs) ship per the schedule in your purchase order.

2. Domestic shipping (United States)

• Standard ground — free on orders over $100. 2–5 business days via USPS or UPS.
• Expedited 2-day — flat rate available at checkout via FedEx or UPS.
• Overnight — available for urgent deployments; contact sales for rates.

Tracking numbers are emailed the moment the label prints.

3. International shipping

• Delivery time — 7–21 business days depending on destination and customs clearance.
• 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 recalibration returns

When you ship Neo-series sensors to us for annual NIST recalibration, we provide a prepaid return shipping label. Ship to:

iMatrix Systems — attn: Linda Tierney
100 Treble Code Road, Suite 5D
Billerica, MA 01862, USA

Include your account number and the sensor serial numbers. Typical turnaround is ~2 weeks from receipt.

5. Delivery issues

If a shipment arrives damaged, take photos before unpacking further and email support@imatrixsys.com 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.