How to get equipment repairs

If your Acutron, VB, Probes or other equipment requires repair it will need to be sent to our service center in Tucson, Arizona. In order to ensure that everything goes smoothly it is crucial that you follow all these steps in this sequence:

  • Click here to open the Equipment Troubleshooting Guide which will guide you through simple troubleshooting steps you can do for yourself. This will help determine if your issue may be something you can resolve yourself, or if it needs to be sent in to the service center.
  • If you do determine that your equipment requires repair open the Repair Requisition Form. Fill out all the blanks completely and clearly and then click the Submit button at the bottom. This form will allow you to describe the issue that needs to be fixed, and request repairs. Make sure you include your date of purchase and equipment serial number. You can find that on the back of the device. Our staff will look at your submission and make a determination about what is needed.
  • If your equipment needs to be sent in pack it very carefully. For Acutron or VB1000 units it is best to return them in the same packing material it was shipped to you in. If you do not have your original packing material any more make sure that the equipment is securely packed with thick bubble wrap all around it and securely boxed. It may be worth having a professional packing place like the UPS Store pack it for you. If you will be returning any accessories for testing and/or repair such as the power adapter or Probe set make sure that they are also packed securely in such a way to keep them separate from the Acutron so there is no possibility of damage during shipment. The best way to do that is to put accessories in a smaller separate box that is in the same carton as the Acutron. Insure your shipment and always get and save your tracking number.
    Eastwestmed is not responsible for any damage or loss of your equipment that occurs in transit.
  • Print out two copies of the Repair Requisition Form. Keep one for your own records, and put the other one in an easy to find envelope and put it inside the carton at the top, taped to the wrapped equipment. On the outside of the carton mark it “EWM equipment for repair”. Ship Acutron, VB1000 or Probe sets that require repair to:

    Mastek InnerStep
    ATTN: EWM Repair Dept.
    3280 E. Hemisphere Loop, Suite 140
    Tucson, AZ 85706

    Insure your shipment and keep your tracking number handy. In most cases, you do not need to ship any of your accessories with your Acutron or VB. In some cases you will be contacted to request that you do send your power supply or Probe set. If you do send any accessories make sure they are securely tagged or labeled with your name and contact information.
  • Once your equipment has been received it will be evaluated to determine what is needed to fix it. If your equipment is still covered by original warranty the repair cost will be covered unless there is evidence of abuse or misuse. If your equipment is out of warranty you will be contacted with a repair cost quotation. No out of warranty repairs will be performed until the repair cost is prepaid.
  • You can communicate with us about your repair by emailing to:
“I continue to be astounded by the effectiveness of the Acutron Mentor”
(Redondo Beach, CA)
“After becoming familiar your Acutron stimulator, I consider it to be an instrument of the highest order.”                           
- Nguyen Van Nghi, M.D., Director (French Review of Traditional Chinese Medicine, Marseilles, France)
“I've had just phenomenal results with the Acutron Mentor....You can use it for so many applications.”
-Margie Simmons-Stuper, Sports Medicine Therapist, (Mesa, AZ)
Click here for more testimonials and clinical accounts from Acutron Mentor users