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FAQs

We have developed these "frequently asked questions" as a compilation of questions that we typically receive in the ACCU-CHEK Customer Care Service Center or via e-mail. We will add to this section on a continual basis, so please let us know if there are questions we've missed.

What is your typical response time?

Our ACCU-CHEK Customer Care Service Center is available to answer your questions 24-hours a day, 7 days a week. If you choose to send an e-mail to us through our accu-chek.com website, it may take up to 72 hours for you to receive a thorough and accurate response. Because many questions are technical in nature, they often require more time for a response. Please be aware of this as you send your questions to us.


What does Roche Diagnostics do with the information it collects?

The information you choose to supply is used to process your warranty or provide personalized information, and to create a more useful experience. Be assured we will never sell, swap, or rent your personal information to anyone.


How does Roche Diagnostics collect information?

We receive and store certain types of information whenever you interact with us. For example, like many websites, we use "cookies," and we obtain certain types of information when your web browser accesses accu-chek.com. A number of companies offer utilities designed to help you visit websites anonymously. Although we will not be able to provide you with a personalized experience at accu-chek.com if we cannot recognize you, we want you to be aware that these tools exist.


Do you use "cookies"?

Cookies are alphanumeric identifiers that are transferred to your computer's hard drive through your web browser to enable our systems to recognize your browser and to provide features such as many of our "Helpful Tools and Features" and personalization. The "help" portion of the toolbar on most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. However, cookies allow you to take full advantage of some of accu-chek.com's best features, and we recommend that you leave them turned on.


What is your privacy policy?

Your privacy is important to Roche Diagnostics, therefore, we have developed a comprehensive privacy policy. We understand that health is a very personal, private subject, and we want you to feel as comfortable as possible visiting our website and using its services.


Do I have to register to use the site?

You may use our Web site without registering or submitting any personal information. In that case, the only information we collect will be non personal information collected through the use of cookies (see "cookies"). However, in order to have access to certain services and content available on our site, you are required to complete a registration form. We use the personal information that you provide through registration to respond to questions from you and/or inform you of significant changes to the Privacy Policy. We may also use this information to send you e-mails you request. You can always opt-out of receiving such e-mails or unsubscribe to e-mails at the time you register or at any time - see below for more detail about opting-out of receiving e-mails.

The accu-chek.com site operations and maintenance contractors sometimes have limited access to your personal information in the course of providing products or services to Roche Diagnostics Corp. These contractors include vendors and suppliers that provide us with technology, services, and/or content related to better operation and maintenance of our website. Unless you have opted out of receiving e-mails from accu-chek.com, these contractors also may have access to your e-mail address to send newsletters to you on our behalf or to send e-mails to you for purposes such as conducting market research on our behalf. Access to your personal information by these contractors is limited to the information reasonably necessary in order for the contractor to perform its limited function for accu-chek.com. We also contractually require that our operations and maintenance contractors 1) protect the privacy of your personal information consistent with the Privacy Policy, and 2) not use or disclose your personal information for any purpose other than providing us with products and services.


How do I use the medical information on this site?

The contents of the accu-chek.com site, such as text, graphics, images, information obtained from accu-chek.com or sites linked to accu-chek.com, and other material contained on the accu-chek.com site are for informational purposes only. The Content is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have read on the accu-chek.com site.

If you think you may have a medical emergency, call your doctor or 911 immediately. Other than ACCU-CHEK products, accu-chek.com does not recommend or endorse any specific tests, products, procedures, opinions, or other information that may be mentioned on the site. Reliance on any information provided by accu-chek.com, Roche Diagnostics employees, others appearing on the site at the invitation of accu-chek.com, or other visitors to the site is solely at your own risk. If further clarification is required, please call the ACCU-CHEK Customer Care Service Center.


What Web browser should I use to access this site?

In order to take advantage of all of the accu-chek.com features and functionality, it is best to use an Internet Explorer browser that is version 6.0 or above and have your "cookies" enabled.


Where can I buy ACCU-CHEK products?

ACCU-CHEK products are available at most major retailers and via the Web at our partner sites.


Where can I request a complimentary diary?

The Self-Check Diaries are available by request directly from our website using the Request Self-Chek Diary Form. They can also be accessed from the "Contact Us" page of this site.


Where can I get a new code key?

To request a replacement code key, please call the ACCU-CHEK Customer Care Service Center at 1-800-858-8072. We are available 24 hours a day, 7 days a week to help you.

Remember to change your code key every time you open a new box of test strips.


How do I get help with my ACCU-CHEK meter?

If you ever have a question or concern about an ACCU-CHEK product, call the ACCU-CHEK Customer Care Service Center at 1-800-858-8072, 24 hours a day, and 7 days a week. Assistance is offered in English, Spanish, and many other languages. For a meter demonstration, please select one of the meters below:

Last modified: July 01, 2008