Frequently Asked Questions

Important Notice

To ensure you are purchasing a genuine SiBio CKM device, always buy directly from our official website or from our authorized retailers, which are listed on our website. Recently, we’ve identified unauthorized websites selling counterfeit versions of our products, often using our brand name and logo without permission. Here are key tips to help identify counterfeit sites: URL Variation: Many counterfeit websites have URLs that look similar to ours but may have slight spelling differences or additional words (e.g., “sale,” “official”) in the address. Always double-check that the URL exactly matches our official domain. Too-Good-To-Be-True Prices: Be cautious of websites offering unusually low prices or “flash sales.” These are often tactics used by counterfeit sellers. Unusual Payment Methods: If a website only offers payment methods like wire transfers, cryptocurrency, or third-party payment processors, this can be a sign of a counterfeit site. No Contact Information or Customer Support: Authentic sites will provide clear contact details, such as customer support emails or phone numbers. Counterfeit sites may lack reliable customer service options.If you suspect that a site may be selling counterfeit SiBio products, please report it to us at [support@sibiosensor.com]. Buying directly from authorized sources ensures you receive a product with a valid warranty, high-quality standards, and access to our customer support team.

Order & Shipping

Please view CKM's shipping information from the Shipping Policy page of our website.
Most orders are shipped within 3 working days of order confirmation/payment. Orders made on the weekends might experience delays. Shipping time is 8-18 days. Your delivery might be delayed due to extreme weather conditions, peak holiday seasons, or distribution issues caused by the logistics company.
Yes, you'll receive an email with the package tracking information after your order has been shipped. Please check your email inbox and/or spam folder for receipt of the package shipping information.
Due to customs policies, we may ship your order in separate shipments. If you did not see all your package tracking information updated via emails, please kindly contact us via online chat or email at support@sibiosensor.com.
Your package/order could fail to be delivered for various reasons: You did not collect your package from a parcel packing station/parcel shop on time. You were not able to be contacted. Your delivery address is incorrect.

After Sales

Please refer to Returns & Refunds page for further instructions on order cancelation, return and replacement.
For all the SiBio products purchased from unauthorized third-party sellers, we do not offer after-sale services or technical support.
Please keep the sensor on if possible and contact our customer service for troubleshoot promptly if you have an issue. To better assist you, please send us the following information that applicable: 1.A screenshot of the app platform displaying the error message 2.For issues regarding accuracy - 2 sets of data comparison photos (Please email us for "how to compare" in details). 3.LE (for CKM) number or connection code of the sensor (This is extremely important for replacement as we replace 1 sensor for each code provided) 4.A photo of the application site to see if properly applied (where the sensor is worn on your arm) 5.A photo of the sensor to check the soft needle/probe/electrode status if already removed 6.A photo that showing the small hole on the sensor to see if improperly assembled 7.Your order ID Please note that if you contact us after 14 days of product use, we may not be able to fulfill your request as the sensor would have already been used for its intended service time. We appreciate your understanding.

Sensor Usage

The Continuous Ketone Monitoring (CKM) System measures ketone levels in the interstitial fluid of adults aged 18+. It is not intended for diagnosing, treating, or managing medical conditions. Not suitable for those with severe skin issues or implanted medical devices.
The system includes a disposable electrochemical sensor, a sensor applicator, and the SiBio CKM App. The sensor measures ketone levels continuously and updates every 5 minutes via Bluetooth.
No. For adults aged 18+ only and not for medical decision-making.
On the back of the upper arm, avoiding scars, tattoos, moles, stretch marks, or skin folds. Rotate application sites between uses.
No. Single-use only. Do not use if the package is damaged or opened.
Minor discomfort, bruising, or light bleeding may occur. Persistent bleeding requires removal and medical advice.
Up to 14 days. Heavy sweating, intense exercise, or poor skin preparation may shorten its life.
Yes. IP38-rated (up to 1 meter for 1 hour). Avoid high-pressure water or prolonged submersion.
Clean the site thoroughly, avoid lotions, and shave if necessary. Replace if it detaches.
Remove the sensor and consult a healthcare provider. Avoid reusing the same site.
Store between 2–30°C and 10–93% humidity. Avoid freezing or heat.
Follow local regulations for medical/electronic waste.
Up to 10 m in open space.
Yes, but avoid continuous pressure or friction.
Yes, printed on the package.

App Usage

Pair via the SiBio CKM App by scanning the code, entering the pairing number, or using NFC. Only one device can be paired with a sensor at a time.
To allow the sensor membrane to equilibrate with your body’s interstitial fluid for accurate readings.
Check Bluetooth is on, keep the phone within 10 meters, restart the app, and try again. Contact support if the issue persists.
Android 8.1+ (4GB RAM, Bluetooth 4.0+), iOS 8+ (2GB RAM, Bluetooth 5.0+).
How do I download and set up the app?
Updated every 5 minutes with graphs for daily, 3-day, 7-day, or 14-day trends.
Yes. Available in “My Sensors” > “Data Details” if supported by your app version.
Use “Forgot Password?” to reset. Delete via Profile > Account Settings.
Ensure Bluetooth is active, within 10 meters, and avoid extreme temperatures.
No. Data is stored on the sensor and syncs when reconnected.
Reinstall and re-pair to resume data collection.
No. Internet is only needed for downloads, updates, and account management.
Check connection, temperature, and adhesion. Replace the sensor if needed.
No. One device per sensor.
Ensure Bluetooth is active and restart the app.
No questions found matching your search.