Frequently Asked Questions

Check most frequently asked questions here
Placing Your Order Returns and Exchanges Warranty Policies Assistance with Scales Policy, Safety and Licenses Shipping Information
Placing Your Order
What payment methods do you accept?
We currently accept the following cards and payment methods online:  VISA, MasterCard, and American Express.
The items I put in my shopping cart recently are gone, what happened?
Goods are not allocated to you until the order confirmation is sent to your email. Please note that adding items to your shopping cart does not reserve them.
What if I received the wrong item?
If this has happened, we are sorry that you have received the wrong item in your order! Please contact Customer Service, where a member of our team will help you sort the issue out. 
Can I update my shipping address, edit or cancel my order once I place it?
Orders are typically looked after the same day that the order is placed. Once you're charged you are unable to cancel your order. We will always try out best to catch your order request. Please fill out this form in a timely manner with your order number and we’ll do our best to work towards updating as requested.
Returns and Exchanges
Can I do an exchange?
We do not accept exchanges. Due to the nature of our product, and for the health and safety of our consumers, any product could be at risk for damage if not repackaged properly. Please be aware of what you order and go over the items placed in your cart before purchasing to limit mistakes that can occur.
Am I able to do a return?

If you have received damaged or defective item(s) upon arrival, you must contact us within 72 hours of delivery and retain all shipping cartons/packing materials. The items that are damaged must be unused and must have all accessories still included in order to have your refund or replacement request fulfilled. You will be asked to provide images of both the shipping box and the damaged product so that we can assist you in the most efficient way possible.

Submit your request here.

We do not accept exchanges with any products in question. Due to the nature of not knowing if the products are repacked properly, any product could be at risk for damage. Please be aware of what you order, go over the items placed in your cart before purchasing to limit mistakes that can occur.

We want to maintain a high standard of customer service and make sure every customers issue is solved to the best of our abilities. We handle returns on a case-by-case basis with the goal of making our customers happy. We stand behind our goods and services, and want customers to be satisfied with them.

What if my package arrived damaged?
If you have received damaged item(s), You must contact us within 48 hours of delivery and retain all shipping cartons/packing materials. The items that are damaged must be unused and must have all accessories still included in order to have your refund or replacment request fullfilled. You will be asked to provide images of both the shipping box and the damaged product so that we can assist you in the most efficent way possible. Please submit your request here.
Warranty Policies
How do I register my scale?
You must register your scale with us in order for your warranty to be valid. The first step is to email us at shop@infynitiscales.com confirming the following information; First and Last Name, Phone Number, Province, City and the type of scale purchased. 

Keep your origonal box and please be sure to hold onto the warranty card that is placed inside. This will be a second identifcation to garantee your scale has the 30 year warranty.
Do you have to register the scale for warranty?
Yes, customers are to register their scale(s) apon arrival so that they can take full advantage of the 30 year warranty. We advise for customers to do it within the first 90 days of purchase to make the process is as seemless as possible.

Please note that each box has a warranty card that is placed inside. We would hate for you to throw away something that is of importance, so we reccommend holding onto that as a receipt of your purchase(s).
What products have warranty on them?
Our scales are the only product we sell that have warranty guaranteed. We are widely known for our generous 30 year warranty which we try and uphold for every customer that may run into problems regarding their scale. Before submitting a form requesting warranty coverage, please make sure you have read all the following ways to troubleshoot your scale. 
What if the scale didn't come with a warranty card?
This should not happen, but in the case it does, do not worry. We will make sure you still get that 30 year warranty.

If this happens to you, please contact support stating that your scale was delivered without a warranty card. We recommend you do this within the first 90 days of your purchase to make the process as seamless as possible. Once we are able to gather your original order confirmation, we will make sure to add you to our customers with 30 years of coverage list.
Assistance with Scales
What are the general scale rules?

The number one cause of scale problems is bad battery connection, bad or low batteries, or faulty. Be sure to remove the plastic tab under the batter cover, be sure to check for any cardboard under a weighing plate, if these are all checked the scale should work. If it does not, please change the batteries and the scale should function properly.

Improper usage and careless handling and treatment of a scale are the second most common problem for a scale.  Just like most products, harsh treatment of the scale will result in a problem.  Harsh use includes dropping or dropping things on the scale, banging the scale with objects, getting them wet when they're not meant for wet use.  Most of our scales are for general kitchen use, etc., try to keep them away from any cold temperatures as this will affect the scale.

Overloading the maximum capacity of a scale is the most common cause for an error or problem. All of INFYNITI Digital Scales products are designed to weigh up the maximum capacity.  Although there is an overload capacity built in, the scale is designed to weigh up to the maximum capacity.  Gently apply all items to be weighed onto the platform.

Your scale must always be on a stable, flat surface for an accurate weighing. The ideal surface is a flat and leveled hard. The more accurate the scale - as in a digital balance that's accurate to .0001g - the more the balance needs to be in a flat, stable surface. Avoid shaking, dropping or otherwise shocking the scale. Handle scales with care.
How do I do tare weighing?
  1. Turn on the scale
  2. Place the “item” on the platform
  3. Press (TARE) key and wait for 0.0 is displayed
  4. Add the “net-weight-item”
  5. You should be good to use your scale 
How do I calibrate my scale?
  1. Turn on the scale
  2. Wait for the LCD display to show 0.0g, then press and hold (ON) key for 3-5 seconds, then the LCD display will read “CAL”
  3. Press the (ON) key again and it will display the weight to be added to the platform
  4. Once you place the correct calibration weight on the platform the scale will read PASS, it may take a second or so.
  5. Your scale is now calibrated.
We suggest you calibrate the scale 1 time every 3 months. We also advise you don't try to recalibrate it to many times consistanly 
Can I get help troubleshooting my scale?

Does your Scale show [Lo] or nothing? If this shows, please change the batteries and the scale should be work.

Does your Scale show [OUT2]? If this appears, the scale needs to be calibrated with the correct weight for the model.

Does your scale show [UNST]? If this appears, the surface you are using needs to be different. Always use a flat, stable, vibration free space when using Infyniti Scales.

Does your scale show [EEEE] or [o_ld]? If this appears, you have overloaded the scale, remove the excessive load immediately and start again.

Does your scale show [PCS]? If this appears replace the batteries. Press and hold ON/OFF and TARE together to reset your scale. If issues persist, contact info@infynitiscales.com

Policy, Safety and Licenses
Shipping Information
Where do you ship to?
With the legalization of Cannabis in Canada, comes the elimination of risk to transport anywere within the country. Unfortunately this does not apply to most places internationally; which is why we only ship to Canada as of right now. 
Can I track the status of my order?
Yes, you can see the status of your order. Once your order has been shipped, we'll send you an email with the shipping confirmation along with the tracking information that will be sent by UPS. 
What delivery services do you offer?
All orders are processed on the same day if it is placed by noon (Eastern Time). Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by few days. Please allow additional days in transit for delivery. If there is a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping takes about 4-10 business days after dispatched. If you are located in Greater Toronto Area or near, delivery can be faster. Please note during promotional periods orders may take an additional 2 working days to arrive.
How do I know my order has been dispatched?
Once you've placed an order with us, you will recive an email that will list your recently purchased items. 
A second email will be sent as confirmation once your order has been dispatched from our warehouse. If you don't receive an email within 4 working days, please get in touch with us by going to Contact in our main menu. 
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