Shipment
You will receive an email and SMS message when the kit has been dispatched. The kit should arrive 1-2 days after this point. This email contains tracking details so you can follow the shipment. You will also receive notifications from Royal Mail informing you when your package is expected to be delivered, and when it is out for delivery.
Once the order has been dispatched you will receive an email that contains your shipment tracking code and a link to edit the shipment preferences. From here you can select a ‘safe place’ to leave the package if you know you will not be at home when it is expected to be delivered. The kit is designed to fit through your letterbox, so even if you are not at home the package should still be delivered.
A return envelope with a prepaid label attached is included in the package (outside of the box). Please pack up the kit components in the box, make sure to place the white sensor in the tin, and then place the box in the return envelope. Once the package is ready to send, you can either post it through your nearest Royal Mail postbox or at your local Post Office.
A copy of your prepaid return label will be attached to emails reminding you to return your AcuPebble sleep kit. If you’ve lost your return envelope, please print a copy of the prepaid label to return the kit.
If you can’t find the attachment, please contact [email protected] quoting your reference number so we can provide a return label for you. Your reference number can be found on all emails received from us.
Study
Please complete the study within 5 days of receiving the kit. A delay may result in your sleep study expiring, and you will be asked to return the kit. Meaning you would need to be referred again to complete a study.
No, everything needed to complete the study will be included in the kit. Depending on the information provided to us, your kit may include a phone. If you are using your own phone you will need to download the ‘AcuPebble OSA’ app. If you are required to do this, step-by-step instructions are included in your kit.
If the sensor isn’t connecting please ensure you have followed these steps:
- Make sure all devices included in the kit have been charged for at least 2 hours directly before use and only remove them from charge once you are ready to start your test
- You can tell the white neck sensor is charging when an orange light appears on the base of the sensor. This light will turn green when the sensor is fully charged.
- You can tell the ring sensor is charging when a charging symbol appears on the screen.
- Place the sensor/s right next to the phone when trying to connect
If you’ve tried these steps and the sensor still doesn’t connect, please contact [email protected] for support quoting your reference number. Your reference number can be found in all emails you receive from us.
If you get up during the night; for example to go to the toilet, please leave your neck sensor on (if a finger sensor is included in the kit, remove this). Ensure the sensor doesn’t come into contact with any water and wash your hands before putting the finger sensor back on and returning to bed. You DO NOT need to stop the recording during this period.
You need to enter your DOB to begin the study. If your DOB isn’t being accepted, please try to force close the app and re-enter your DOB. If you have attempted this 3 or more times and received the same error message, please contact [email protected] for support by quoting your reference number. Your reference number can be found on all emails received from us.
If you wake up and the app is displaying an error message saying it closed unexpectedly overnight, this could be due to phone system updates which can cause the app to be forced closed.
Please attempt the study again the following night. Make sure you don’t turn your phone off or close the app after you start recording, and try to keep the phone on charge overnight.
If you are using your own phone, we also recommend that you don’t have any battery optimisation settings activated on your phone, as it could stop the ‘AcuPebble OSA’ app from running during the night.
If this happens again, please contact [email protected] for support quoting your reference number. Your reference number can be found on all emails received from us.
Ensure the area of your neck where you are applying the sensor is completely clean and dry. The full surface of the adhesive is pressed against the skin of your neck. If you have a beard, please make sure to shave your neck, and if you have makeup, please remove it before applying the neck sensor. If the sensor continually falls off during the night, please email [email protected] quoting your reference number. Your reference number can be found on all emails received from us. We will send you extra sticky adhesives in this case.
Spare adhesives for the neck sensor are included in every kit. These can be found in the white tin under the sensor. If you have run out of spare adhesives please let us know by contacting [email protected] quoting your reference number. Your reference number can be found in all emails you receive from us.
When the study has been completed the app will display a screen asking you to return the kit. It will then return to the screen which asks you to activate your study. You will also receive a confirmation email from The AcuPebble Team ([email protected]). This will let you know that the study has been completed and will include instructions for how to return the kit and receive your results.
If something unexpected has occurred and you are no longer able to complete the study within 5 days of receiving the kit, please let us know as soon as possible by contacting [email protected] quoting your reference number. Your reference number can be found on all emails received from us.
Yes, the AcuPebble sensor has no impact on a pacemaker or any other implanted devices. If you are unsure about completing the study please contact your healthcare provider.
Results
The results from your sleep study are passed to your healthcare professional who will be in touch directly about your results and next steps once the data has been reviewed. If you have questions about your results please contact your healthcare provider directly.