Device Shipments
Overview
Section titled “Overview”When you request a physical ARROW device, it’s shipped directly to your specified location. This guide explains how to track your shipment, what to expect on delivery, and how to return devices when your engagement ends.
Tracking Your Shipment
Section titled “Tracking Your Shipment”Finding Tracking Information
Section titled “Finding Tracking Information”Once your device ships, you can find tracking information in several places:
In the ARROW Portal:
- Navigate to Device Requests
- Click on your request to open details
- View the tracking number and carrier
Via Email:
- You’ll receive an automated email when your device ships
- The email includes the tracking number and carrier link
Tracking Your Delivery
Section titled “Tracking Your Delivery”To track your package in real-time:
- Copy the tracking number from the portal or email
- Visit the carrier’s website (FedEx, UPS, etc.)
- Enter the tracking number to see detailed status
Most carriers also provide:
- Estimated delivery date
- Delivery time windows
- Signature confirmation details
- Delivery attempt notifications
Receiving Your Device
Section titled “Receiving Your Device”What to Expect
Section titled “What to Expect”Your ARROW device package includes:
- ARROW device (pre-configured for your engagement)
- Power adapter and cables
- Quick start guide
- Pre-paid return shipping label
Important Keep the return label in a safe place. You’ll need it to ship the device back at the end of your engagement.
Upon Delivery
Section titled “Upon Delivery”When your device arrives:
- Inspect the package for any shipping damage
- Verify contents match the packing list
- Power on the device and verify it boots correctly
- Access Arrow Manager to complete setup
If anything is damaged or missing, contact VTEM Labs support immediately.
Delivery Notifications
Section titled “Delivery Notifications”The ARROW portal automatically updates when your device is delivered:
- Device status changes to “On-Site”
- Engagement tracking begins
- Device appears as active in your Devices page
Delivery Issues
Section titled “Delivery Issues”Package Not Received
Section titled “Package Not Received”If the tracking shows “Delivered” but you haven’t received the package:
- Check with your mailroom or reception desk
- Look for delivery notices left by the carrier
- Contact the carrier with your tracking number
- Contact VTEM Labs support if unresolved after 24 hours
Damaged Shipment
Section titled “Damaged Shipment”If your device arrives damaged:
- Document the damage with photos
- Do not discard packaging - it may be needed for claims
- Contact VTEM Labs support immediately
- We’ll arrange a replacement device if needed
Wrong Address
Section titled “Wrong Address”If you realize the shipping address is incorrect:
- Before shipping: Edit the request details in the portal
- After shipping: Contact VTEM Labs support immediately to attempt carrier redirect
Returning Devices
Section titled “Returning Devices”When to Return
Section titled “When to Return”Return your device at the end of your engagement. The end date on your device request indicates when the device should be shipped back.
Tip Need more time? You can extend your request dates through the Devices page before the engagement ends.
Using the Included Return Label
Section titled “Using the Included Return Label”The easiest way to return your device:
- Securely package the device using the original packaging if possible
- Affix the pre-paid return label to the package
- Drop off at any carrier location (FedEx, UPS, etc. - as indicated on the label)
- Keep your receipt with the tracking number
Alternative Return Methods
Section titled “Alternative Return Methods”If you cannot use the included return label:
- Contact VTEM Labs support
- We’ll provide an alternative shipping arrangement
- Ship using your carrier of choice
- Send tracking information to support
Return Timeline
Section titled “Return Timeline”- Ship by your end date to avoid potential overage charges
- Allow 3-5 business days for return delivery
- You’ll receive confirmation when the device arrives at the warehouse
Tracking Your Return
Section titled “Tracking Your Return”Once you ship your device back:
- The return label tracking automatically appears in the portal
- Status updates as the package moves through the carrier network
- Your device status changes to “Returned” upon warehouse delivery
Common Questions
Section titled “Common Questions”Can I change my shipping address after submitting a request?
Section titled “Can I change my shipping address after submitting a request?”Yes, if the device hasn’t shipped yet. Go to Device Requests, open your request, and update the delivery location.
What carriers are used?
Section titled “What carriers are used?”VTEM Labs uses major carriers including FedEx, UPS, and DHL depending on your location and shipping requirements.
How long does shipping take?
Section titled “How long does shipping take?”- Domestic (US): Typically 2-3 business days
- International: 5-10 business days depending on destination
What if I need the device faster?
Section titled “What if I need the device faster?”Contact VTEM Labs support to discuss expedited shipping options. Rush orders may incur additional charges.
Can I return the device to a different address?
Section titled “Can I return the device to a different address?”The included return label is pre-addressed to the VTEM Labs warehouse. If you need to ship from a different address than the delivery location, the same return label will work from any carrier drop-off point.
Related Documentation
Section titled “Related Documentation”- Device Requests - Requesting devices and VMs
- Device Management - Managing your deployed devices
- Arrow Manager Overview - Device setup and configuration