Table of Contents

1. Return Policy
2. Refunds
3. Warranty
4. Defective or Damaged Product
5. Gift Items
6. Shipping Costs

1. Return Policy

When you purchase products from Keto-Mojo.com, eBay, or Amazon, we offer refunds for unopened boxes in their original condition within 30 days of delivery. The items must be sealed in their original packaging.

• Amazon Customers: Please contact our customer support for additional return options.
• eBay Customers: Your purchase must be made with Keto-Mojo as the seller to be eligible for a return.

How to Initiate a Return

 Please contact customer support and provide:

• Your name
• Order number
• Email address
• Photo of the unopened products.

Keto-Mojo will provide you with a return authorization (RMA), return shipping label, and shipping instructions.

• You will be refunded only for the product cost unless the product is defective.
• You are responsible for return shipping costs unless the product is deemed defective.
• We will notify you via email once your return is received and inspected.

*Note: All returns must have a return authorization number provided by Keto-Mojo. No returns will be accepted without a Keto-Mojo issued return authorization number.*

Items Not Eligible for Return

• Gift cards
• Downloadable eBooks, eCourses, Free Apps
• Products sold on subscription through authorized resellers

2. Refunds

• If your return is approved, your refund will be processed, and a credit will automatically be applied to the original payment method.
• If the product is found defective, we refund the full amount of your order, including any shipping charges.
• If the product is unopened and not defective, we refund the cost of the order less any shipping charges.
• It may take up to 5 business days for your credit to appear in your account.

3. Warranty

• Keto-Mojo provides a lifetime warranty on meter kits for customers within the United States.
• The Meter Kit Warranty extends to the original purchaser only.
• The meter must be registered before replacement. Register your meter on our website or contact customer support for assistance.
• Beyond the 30-day return policy, meters are eligible for replacement under warranty only. There are no exceptions.
• Keto-Mojo will replace a defective product without charge.
• Video or photo evidence may be required to determine product defects.

4. Defective or Damaged Product

Contact customer support for assistance and provide:

• Full name
• Order number
• Email address
• Description of issue
• Video or photo evidence of product defects.

Keto-Mojo covers return and replacement shipping costs for defective products.

Replacement, refund, or gift credit will be provided for defective/damaged items.

5. Gift Items

• If the item was marked as a gift when purchased and shipped directly to you, you may return it following the policy above.
• Two return options are available: gift credit or refund to the original payment method.
• Order lookup is available by shipping or billing address if the order number is unavailable.

6. Shipping and Return Costs

Please note that all shipping costs are non-refundable. This includes any shipping fees originally paid on your order and any costs associated with returning the product to us. If you return an item or refuse delivery, you will be responsible for the return shipping costs in addition to the initial shipping charges, none of which will be refunded.

Order Information

Has my order been processed?

Once your order is placed, you’ll receive an email order confirmation. If you don’t receive an email, please check your spam/junk folder or log into your account here to check your order status.

Please contact our Customer Support team for the following issues and have your order number available:

• Order edits; adding or removing products from an existing order
• Canceling an order 
• Expedited shipping 

Wrong billing address

If you accidentally used the wrong billing address when you ordered, but you have received an order confirmation email that means your payment went through and everything should be fine. (Typically, the concern with the wrong billing address is that the payment may be declined.)

For the security of our customers, we are unable to change the billing address on an order once it has been processed. However, if you have an account, you can log in here and update your billing address so it’s correct for future purchases.

Missing or wrong product

Please check your order confirmation to verify the product that was ordered. If indeed the product is wrong or missing, please contact our Customer Support.  We will need your order number and the item that is missing or wrong.

How can I track my order?

Getting a Keto-Mojo delivery IS exciting, so we don’t blame you for wanting to know where your order is!

Luckily, we keep you informed throughout the shipping process: When your order ships, we’ll send you an email notification. Once you get that, you can log into your account here, click on the order that you want to track and see the tracking information listed.

Shipping Information

Shipping info and cost

We work hard to pass savings onto you, so all orders over $49 are free, and anything under $49 has a standard shipping rate of $5.99. Please note that our Trade-Up program does not qualify for free shipping.

We usually ship all orders the following business day.  The average shipping time is within 2 to 5 business days.  We ask that you give our free shipping at least 7 business days to arrive before it is considered lost.

All orders must be placed before 5 am PST for same-day shipping. Otherwise, the order will ship out the following business day. All orders are shipped Monday – Friday, except federal holidays.

Shipping options

Free Shipping and Standard Shipping : Packages are shipped via DHL to the United States Post Office for delivery.

• Ground shipping: Rates are listed at check out. The shipping time listed is the estimated time for the package to arrive. Ground shipping times are not guaranteed.

Expedited shipping

How quickly you receive your Keto-Mojo order is up to you. If you place your order by 5 am PST, you can schedule to receive your order the next day or 2nd day.

Expedited Shipping Options: Not available in all areas.

• Free shipping is via DHL and USPS- shipping time is typically 3-5 business days
• Fedex  – not available in all areas.
• 2nd Day Air $25 – 2 business days. (no Saturday, Sunday, or holiday delivery)
• Overnight $35 – Overnight Standard Delivery is available Monday through Friday (no Saturday, Sunday, or holiday delivery)
• Priority Overnight Delivery – Please contact Customer Support to find out if this option is available to you.

NOTE: All expedited orders must be placed before 5 am PST; otherwise, your order will ship the following business day. If the shipping method is not available in your area we will notify you via email or phone once our shipper has confirmed the shipping options.

If you require Saturday Delivery, please contact our Customer Support for additional options. Some services may not be available in your area. If we cannot deliver your package in the time requested, we will email you for additional shipping options.

Do you ship outside of the U.S.?

We ship to the following Countries:

Austria, Belgium, Croatia, Czech Republic, Estonia, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, and united Kingdom

Please visit our EU Store. For all other countries please contact customer support.

Amazon Shipping

Orders placed on Amazon’s website with fulfillment by Amazon are processed and shipped by Amazon. We do not have access to any shipping information for these orders. Please contact Amazon directly for all information regarding shipping, delivery, and non-received orders.

We’d love to be more helpful, but Amazon doesn’t share shipping and delivery information with us. If you purchase through them, they require that you, as the buyer, contact them directly. You can do so through their shipping/tracking help page.

The good news is that if you order through us at keto-mojo.com, we can help you from start to finish!

NOTE: Before using your meter for the first time or if you change your meter battery, you should check and update your meter settings. 

Getting Started 

• Your Keto-Mojo comes with batteries installed. Pull the clear tab on the back of the meter to expose the battery connection. 

Set the Date and Time 

• Start with the meter off (with no test strip inserted). 
• Press and hold the Main power button (on the front of the meter) for more than 2 seconds until the meter beeps. The meter is now in set-up mode and will prompt you for the clock format. 
• Clock format: you have two options for time format—12h or 24h. Press the buttons on the left side of the meter up or down to adjust and set the clock for 12 or 24 hour mode, then press the main power button twice to save your choice. The meter will prompt you to set the date 
• Date: it’s critical that your meter is set to the correct date.  If your meter is not in the current year, you will receive errors and waste test strips.  The year will now flash on the display. Press the buttons on the left side of the meter to adjust it until the year setting is accurate, then press the power button twice and it will prompt you for the month.
• Month will be flashing. To advance the month, press the buttons on the side of the meter until the correct month appears.  Press the Main power button twice to set the month. 
• Day will be is flashing.  Press the side buttons to advance to the correct day.  Press the Main power button twice to set the day. 
• Time: the hour will be flashing. Press the side buttons to adjust the hour, then press the Main power button twice to set the hour. 
• Minute will now be flashing. Press the side button to adjust the minute, then press the Main power button twice to set the minute. 

Set the Audio feature and Test Alarms 

• Audio: after you set the minute, the meter will display “beep” in the upper right corner. Use the buttons on the left to toggle between “On” or “Off”, then press the Main power button twice to set. 
• Test Alarms: the next settings are for the Test Alarms.  You can set up to 5 alarms per day  (A1, A2, A3, A4 and A5) if you want to test at the same time each day for a better comparison of readings. If you turn alarms On, your meter is pre-set with the following times for your convenience but you can adjust each time to suit your needs: A1 7:00 A2 9:00 A3 14:00 A4 18:00 A5 22:00. 
• Setting the Test Alarms: after you set the audio, you will see A1 displayed in the upper left corner and “Off” displayed below. Use the buttons on the side of the meter to toggle between “On” or “Off” for A1, then press the Main power button to set. 
• If you set A1 to “Off”, you will be prompted with to set A2 and you can continue to use the side buttons to turn “On” or “Off”, pressing the power button twice to set each one. 
• If you select “On”, the hour flashes. “A1” will remain on the display. Press side button to select the hour and press power button twice to set. 
• When the minute starts flashes, press side button to select 00, 15, 30, or 45. These are the only choices. Press power button twice to set. 
• Continue to set other alarms or set alarms to “Off”. 
• Note: If the meter is on at the time the test reminder is set, the test alarm will not get activated. 

Other Settings 

• Meal Markers: after setting the test alarm functions, the symbols of an apple and an apple core will begin flashing, along with word “On.” This allows you to tag your reading for Before or After a meal. Press the side buttons to turn the meal marker function on or off, then press power button twice to set. 
• Hypoglycemia (Hypo) Warning: after setting the meal marker, you can set the hypo alarm, which indicates a possible hypoglycemic condition (or low blood sugar level). “Hypo” will be flashing on the display along with “On.”  Press side button to turn the Hypo alarm function On or Off and press the power button twice to set. 
• If you select the hypo alarm “On,” the display shows 70 mg/dL with the symbol of “GLU” on the display, press power button to set or adjust the glucose level up or down with the buttons on the side of the meter. Press power button twice to set. 
• Note: Talk to your healthcare professional to help you decide the hypo level that is suited for for your health condition. For healthcare professionals, the hypoglycemic level may vary from person to person. It is recommended to turn the hypo alarm function OFF when using the meter in a professional facility. 
• Ketone Warning: after the hypo warning setting is completed, the “Ketone” will flash on the display, along with word “On.” This is a setting designed specifically for type 1 diabetics at risk of ketoacidosis  when both ketones and glucose are very high. Press side buttons to turn the Ketone Warning on or off, and press power button twice to set. 
• If you turn Ketone Warning on, the symbol will appear with the other symbols that you have set before. After setting the Ketone Warning, the screen will show all symbols which you have set before. Press power button and the meter will be turned off. 

Settings can ONLY be changed while the meter is in the setting mode. To change settings, press and hold the power button when the meter is powered off and then return to the beginning of the setting series as described above. 

Batteries

The Keto-Mojo meter uses AAA batteries.

The following batteries are compatible with the GKI meter:

• ACDelco UltraMAX
• Amazon Basics
• Fujitsu Universal Alkaline
• Mitsubishi Electric Alkaline
• Philips Power Alkaline
• Walmart Generic Alkaline

Our friendly and knowledgeable customer support team is here to assist you with any questions about your Keto-Mojo products or account.

Email

You can reach us at: [email protected]
We typically respond within same day business hours.

Facebook Messenger

You can also message us directly through Facebook Messenger on our official Keto-Mojo page.

Customer Support Hours

Monday–Friday, 8:00 AM – 4:00 PM (Pacific Time)
We occasionally monitor messages during off-hours, so you may receive a reply sooner than expected!

Keto-Mojo Team Holidays

Please note that our customer support team is unavailable on the following U.S. holidays:

• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day

We encourage you to reach out before or after these holidays if your request is time-sensitive.

Looking for Quick Answers?

Visit our How-To Video Library for tutorials on:

• Meter setup
• Blood testing tips
• When and how to test
  …and more.