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Device Shipments

Overview

Section titled “Overview”

Physical devices ship directly to the location you chose on the request, and every device comes with a pre-paid label to send it back. This page covers the parts that trip people up: finding your tracking number, knowing what to check when the box arrives, and getting the device returned on time so you avoid overage charges.

Tracking Your Shipment

Section titled “Tracking Your Shipment”

Once a device ships, the fastest place to find tracking is the ARROW Platform. Go to Device Requests, open your request, and read off the tracking number and carrier. You will also get an automated email the moment it ships, with the tracking number and a carrier link.

The Status column on the Device Requests table is your at-a-glance view of where a shipment sits. It moves through Shipping, In Transit, and On-Site as the device makes its way to you.

ARROW Console Device Requests table with shipment status ARROW Console Device Requests table with shipment status

The Status column on the Device Requests table tracks each physical shipment through to On-Site

ARROW Console Device Requests table with shipment status ARROW Console Device Requests table with shipment status

The Status column on the Device Requests table tracks each physical shipment through to On-Site

For live, detailed tracking, copy the number into the carrier’s website (FedEx, UPS, and so on). The carrier is where you get the estimated delivery date, delivery windows, signature confirmation, and any missed-delivery notices.

Receiving Your Device

Section titled “Receiving Your Device”

Your package includes the ARROW device pre-configured for your engagement, the power adapter and cables, a quick start guide, and a pre-paid return shipping label.

Important Keep the return label somewhere safe. You need it to send the device back at the end of your engagement.

When the box arrives, take a minute to inspect it for shipping damage, confirm the contents match the packing list, power the device on to verify it boots, and then sign into ARROW Manager to finish setup. If anything is damaged or missing, contact VTEM Labs support right away.

You do not have to mark the device as delivered yourself. The ARROW Platform updates automatically: the request status flips to “On-Site”, engagement tracking starts, and the device appears as active on your Devices page.

Delivery Issues

Section titled “Delivery Issues”

Tracking says delivered but nothing arrived. Check with your mailroom or reception desk first, look for a delivery notice from the carrier, and call the carrier with your tracking number. If it is still unresolved after 24 hours, contact VTEM Labs support.

The device arrived damaged. Photograph the damage, hold onto all the packaging in case it is needed for a claim, and contact VTEM Labs support immediately. We will arrange a replacement if needed.

The shipping address is wrong. If the device has not shipped yet, edit the delivery location in the request details. If it is already in transit, contact VTEM Labs support immediately so we can try a carrier redirect.

Returning Devices

Section titled “Returning Devices”

Return the device at the end of your engagement. The end date on your request is the signal for when it should head back, and shipping late can mean overage charges.

Tip Need more time? Extend your request dates from the Devices page before the engagement ends, rather than letting it run over.

The easy path uses the label that came in the box: package the device securely (the original packaging is ideal), affix the pre-paid return label, drop it at any carrier location indicated on the label, and keep your receipt with the tracking number. That return label works from any carrier drop-off point, even if you are shipping from a different address than the one the device was delivered to.

If you cannot use the included label, contact VTEM Labs support for an alternative arrangement, ship with the carrier of your choice, and send the tracking information to support.

Plan for 3 to 5 business days for the return to reach the warehouse. Once you drop it off, the return tracking appears automatically in the ARROW Platform and updates as the package moves, and your device status changes to “Returned” when it arrives at the warehouse. You will get a confirmation at that point.

Common Questions

Section titled “Common Questions”

Can I change the shipping address after submitting? Yes, as long as the device has not shipped. Open the request in Device Requests and update the delivery location.

Which carriers are used? Major carriers including FedEx, UPS, and DHL, depending on your location and shipping requirements.

How long does shipping take? Domestic US shipments typically take 2 to 3 business days. International shipments run 5 to 10 business days depending on the destination.

What if I need it faster? Contact VTEM Labs support to discuss expedited options. Rush orders may incur additional charges.

Can I return from a different address? Yes. The included label is pre-addressed to the VTEM Labs warehouse and works from any carrier drop-off point, so it does not matter which address you ship it from.

Section titled “Related Documentation”