FAQ

Welcome to our support portal

Frequently Asked Questions

  1. Where is my nearest Factory Service Center or Authorized Service Center?
    SeeScan products are serviced at our manufacturing facility, located at 3777 Ruffin Road, San Diego, CA, 92123.
  2. What is the warranty on Lucid battery packs?
    Each Lucid battery pack and charger has a Limited Lifetime Warranty that covers defects from workmanship and materials. When the cells inside the battery pack reach the end of their useful life, the battery pack can be renewed by replacing the cells for a fraction of the price of a new Lucid battery pack. Please visit our Warranty page or call SeeScan at 877-733-7226 for more information.
  3. What does SeeScan do with the spent battery cells?
    Spent battery cells are responsibly recycled.
  4. What should I do if the carrier’s tracking website states my order has been delivered but I have not received it?
    Contact the carrier with your tracking number.
  5. How can I order parts for my SeeScan products?
    Please contact SeeScan between the hours of 8 a.m. and 4 p.m. Pacific at 877-733-7226.
  6. Can Lucid battery packs “over charge”?
    No, Lucid chargers are designed to prevent over charging. The Lucid charger communicates with SeeScan Lucid battery pack to detect the charge level of each individual cell. Upon reaching a full charge, the charger goes into a maintenance mode and actively monitors the battery pack’s charge level to keep it fully charged.
  7. Do you ship internationally?
    We currently offer products for sale in the U.S. only.
  8. How do I have a product or technical support question answered?
    Please contact SeeScan between the hours of 8 a.m. and 4 p.m. Pacific at 877-733-7226.
  9. Do I have to follow any specific instructions before I use a SeeScan Lucid battery pack?
    We recommend reading the safety instructions and charging the battery pack to full charge before using it.
  10. I need the serial number to renew my battery pack. Where do I find it?
    The serial number is located on the top of the battery pack. To view an image of this refer to the battery pack components image, located on the Operating Instructions tab.
  11. What are the shipping destination options?
    Your order can be delivered to a U.S. street address; we will not ship to P.O. boxes.
  12. Are Lucid battery packs compatible with RIDGID® power tools?
    No. SeeScan designed every aspect of the Lucid battery pack to deliver high performance and long service life when used with SeeSnake monitors. SeeSnake monitors discharge batteries more slowly than power tools and Lucid battery packs are optimized for this type of use.
  13. How many times can I renew the same battery pack?
    There is no limit on how many times a battery pack can be renewed as long as it is in renewable condition. Lucid battery packs are eligible for renewal under the Limited Lifetime Warranty as long as they meet our minimum renewal criteria. Under these criteria, all electronics in the battery pack, such as the circuit board, must be functional and usable for refurbishment. Battery packs returned for renewal that have been dismantled and/ or damaged beyond reasonable repair, or battery packs that have become unusable for reasons other than defects in workmanship or material, are not eligible for renewal. Damage to the external molded parts does not make a battery pack ineligible for renewal. These parts may be replaced as part of the renewal process and additional fees may apply.
  14. What are the shipping methods used for SeeScan orders?
    Based on the item, there may be selectable shipping methods available to expedite your delivery. These options will be presented at checkout. Not all shipping methods are available for all products. Orders placed with expedited shipping will be shipped as quickly as possible. Orders placed late in the day or after business hours may be delayed and not ship until the next morning.
  15. How does the Renew Program work?
    When your battery pack is no longer holding a full charge, ship it to us and we will replace the spent cells with new ones. You can find more information on our Lifetime Renew Program here.
  16. What are your business days for shipping?
    Business days are Monday through Friday (excluding major holidays).
  17. Can I buy a renewed battery pack without buying a new one first?
    No, you can only renew a battery pack that you purchased new.
  18. Is a multi-battery pack charger available?
    We do not offer a multi-battery pack charger at this time.
  19. What should I do if I receive a damaged item?
    If your item arrives damaged, please contact SeeScan within 3 days of receiving the item. We will assist you in returning the damaged item and providing a replacement.
  20. Is a 12 volt vehicle charger available?
    We do not offer a 12 volt vehicle charger at this time.
  21. What forms of payment are accepted?
    SeeScan accepts the following credit cards: Visa®, Mastercard®, American Express®, Discover®, Diners Club®, and JCB.
  22. Who can I contact if I want to cancel, modify, or ask a question about my order?
    Please call SeeScan at 877-733-7226 during our normal business hours (M- F 8 a.m. – 4 p.m. Pacific) if you have questions about your order. Alternatively email us at lucid.orders@seescan.com. When contacting us please include the following information: 1. Your order number 2. The full name the order was placed under 3. A detailed description of the issue or situation
  23. What do the red and green LED lights on the back of the battery packs mean?
    The LEDs indicate charge status, fault conditions, and inform you when an update is being uploaded/downloaded. Please refer to the Operating Instructions page for more information about the LED lights on the battery pack.
  24. How is shipping cost calculated?
    Shipping cost is calculated at checkout and is set by the carrier. We do not mark up shipping costs.
  25. How long does it take to charge?
    Battery packs are fully charged in about two and a half hours.
  26. How long does shipping normally take?
    Your order will be processed and shipped as soon as possible. Tracking information will be available once items have been shipped. Shipping times are impacted by weather, distance, and carrier.
  27. What product(s) can Lucid battery packs be used with?
    The Lucid battery pack is compatible with SeeScan® and SeekTech™ locating equipment and RIDGID® SeeSnake® monitors that use 18.5 V Battery Packs.
  28. How do I view and print my online order confirmation?
    After you complete the order process, an automated email will be sent to you. This email will include a unique order confirmation number and details of what you ordered. You can print this email out if desired.
  29. What are the key benefits of this battery pack over alternative products?
    Lucid battery packs are purpose designed for low power draw electronic devices. Premium lithium polymer cells, optimized charge rate, and individual cell monitoring ensure long run times and long service life.
  30. Are there additional costs or fees I should be aware of?
    Prices quoted on our website do not include shipping. Shipping is calculated based on distance. This will be reflected in your total when you check out, along with the appropriate sales taxes.
  31. Why did we design and build this battery pack?
    We wanted to create a smart battery pack that provided three key benefits compared to traditional power tool batteries: all-weather use; longer run times/useful life (more charge/discharge cycles); and percentage of charge remaining indicator (with compatible SeeSnake® monitors).
  32. How can I track my order?
    Once we have processed and shipped your order we will email you a tracking number.
  33. Will using a SeeScan Lucid battery pack in my SeeSnake® monitor void the monitor’s warranty?
    No. Lucid battery packs and chargers are manufactured to strict standards and are engineered to work seamlessly with SeeSnake monitors. Also, Lucid battery packs communicate with your SeeSnake monitor to provide additional features, like percentage of charge time left, that are not supported by other battery packs.
  34. Can I use my Lucid charger to charge non Lucid battery packs made by other manufacturers?
    No. Lucid chargers are designed to charge Lucid battery packs only.
  35. Can I charge my battery pack on the device it is powering?
    No. Lucid batteries can only be charged with a Lucid charger.
  36. Can I use my battery pack charger with a power inverter?
    Yes. Use a high quality 60 watt inverter.