What should I do if my Styku camera tower arrived damaged or with a crooked camera?

If your camera tower arrived with a visibly crooked or misaligned camera, or any other physical damage, this cannot be fixed through software or adjustments on your end. You will need a replacement unit, and Styku support will coordinate the exchange with you.

Step 1: Document the damage

Before contacting support, take clear photos of the issue. Good photos speed up the review process significantly.

Take photos of the camera tower from multiple angles.
Make sure the misalignment or damage is clearly visible in at least one photo.
If the shipping box also showed damage, photograph that too.

Step 2: Submit a support ticket

Contact Styku support as soon as you notice the damage. Do not attempt to force the camera into position.

Log in to the Styku Business Portal at styku.com/portal.
Navigate to the support section and complete the ticket form to submit a new issue.
Attach your photos directly to the ticket.
Attach your photos directly to the ticket form.

Styku support aims to respond within one business day.

Step 3: Provide your shipping details

Once support reviews your photos and confirms a replacement is needed, they will ask for your shipping address to arrange the return and send a replacement unit.

Be ready to provide:

Your full business name and location address
A contact name and phone number
Confirmation of your preferred email address for correspondence

Styku will send you a prepaid return shipping label to send back the damaged tower.

Step 4: Return the damaged tower and await your replacement

Pack the damaged camera tower securely, using the original box if possible.
Attach the return shipping label provided by Styku.
Drop off the package at the carrier location shown on the label.
Share your tracking number with the support team so they can monitor the inbound shipment.

Once the tower is received and inspected, Styku will ship your replacement. Your support contact will keep you updated on timing. To monitor the progress of your replacement unit through production and shipment, log in to the Styku Business Portal and navigate to the Order Status section, where you can view which fulfillment step your order is currently in, see the estimated ship date range, and access real-time shipment tracking once the unit has shipped. Per Styku's order fulfillment process, the full journey from production through delivery typically takes 5–9 weeks; your support contact will advise on where your specific replacement falls within that timeline.

While you wait

Your Styku software subscription and license are not affected by a hardware replacement.
Per Styku's order fulfillment guidance, if your replacement unit enters the production step (Step 3: In Production), Styku recommends using that time to complete your training at styku.com/academy.
If you have any questions about your replacement status, reply to your open support ticket or submit a new ticket through the Styku Business Portal at styku.com/portal, or check the Order Status section of the portal.

If this resolves your issue, no further action is needed.

If the problem persists, contact support and include: clear photos of the damage or misalignment on the camera tower, your business shipping address, a contact name and phone number, and your order or account information from the Styku Business Portal.

Applies to: All current and previous Styku scanner models (Styku X2L, X2, X2 Pro) — camera tower hardware damage discovered at delivery or initial setup.

Related Resources

How do I track my Styku scanner order?