Service
Sending in your instrument
How to send in an instrument for repair or calibration: one procedure for every device we service — two documents, a properly packed instrument, and full visibility from arrival to return shipment.
Last updated · October 2026
Talk to us before you send in an instrument
Before anything ships, reach out — by phone or email — and walk through the problem with our engineers. A surprising share of reported defects turn out to be configuration or usage issues we can resolve remotely, and your instrument never has to leave your bench.
How to send in your instrument: before you ship
Request service
Contact us with the device model, serial number and the reason for service. You receive two documents back: a numbered service call with a QR code, and a safety declaration confirming the device is free of hazardous contamination.
Complete both documents
Fill them out, return them by email, and put printed copies in the box. The safety declaration is mandatory — we cannot open a package without it.
Pack the bare device
Send the instrument alone — no power supplies, fittings, cases or other accessories unless they are part of the problem. Cap or cover the flow ports so nothing enters the flow path, and pack the unit properly for transport.
What happens once your instrument arrives
Received & registered
Your shipment is checked in and the device is registered in our service system the day it arrives.
Diagnosis & quote
A technician assesses the device and you receive a quote before any work begins. If a matching purchase order is already on file, we skip straight to an order confirmation.
Service & final check
After your approval we do the work — calibration, repair or both — and every device passes a final quality check before it may leave.
Back to you
The device ships back with its documentation. Your certificates are waiting in the customer portal, digitally signed.
Follow it live in the customer portal
Every service request is visible in our customer portal: you can see each of your devices, where it stands, and download your certificates — digitally signed, with the calibration certificates of every reference we used, all the way up the traceability chain.
How long does a repair or calibration take?
With an order in place and a device in working condition, a standard service typically takes around five business days. If the diagnosis turns up more, the quote tells you before the clock matters.
Need it faster? We offer expedited service — down to same-day turnaround for a device that arrives early in the morning. Expedited slots must be arranged with us in advance, so call before you ship.
What if you decline the quote?
If you decide not to proceed after receiving the quote, we return the device as it came in; a bench fee covers the diagnosis. No work ever starts without your approval.
Ready to send something in?
Start with a message or a call — we confirm the service request and send you the two documents the same day.