Support
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Contact Information
Call Us: +1-833.833.3763
Email: customerservice@innovaprep.com
Business Hours: Monday to Friday, 8 am to 5 pm CST
International Clients
Please contact one of our trusted International Distributors for personalized service. If your country is not yet represented, we're here to serve you directly. Please note that prices may vary by location.
Frequently Asked Questions
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Order Support
Place an Order or Request a Quote
- Orders can be placed directly via our online order cart (** link here) or by contacting Customer Service via customerservice@innovaprep.com.
- Quote requests may be made by contacting Customer Service via customerservice@innovaprep.com
Order Status
- Tracking a shipment: Tracking information is printed on all invoices and sent to the email on record.
- For orders that may not have shipped yet, status may also be obtained by contacting Customer Service via customerservice@innovaprep.com. Please be ready the following items with your inquiry:
- Sales order number
- Invoice number
- PO number
- RMA # or Serial Number (for service inquiries only)
Cancel an Order
- Contact Customer Service as soon as possible. Please see our Cancellation Policy.
Returns and Exchange Policy
- For new instruments that have not been used and are in their original packaging, we offer a refund or credit note for products returned within a period of 90 days from the original date of delivery. All returned goods are subject to a restocking fee and the packaging requirements for product returns.
- ALL RETURNS MUST BE AUTHORIZED IN ADVANCE BY INNOVAPREP. Any unauthorized return will not be accepted
Lease-to-Own and Refurbished Instruments
- Our lease-to-own program is ideal for new clients that wish to evaluate the CP Select before purchase or are seeking a payment plan.
- Occasionally refurbished products are available for sale at a discounted price. All refurbished products are fully inspected and repaired and include a one-year warranty commencing upon delivery.
- For availability of refurbished items or to establish a new lease, please inquire at customerservice@innovaprep.com
Payments & Billing
Payments & Invoices
- To pay your invoice, obtain copies of your invoice or any other billing questions, please:
- Call Us: +1-833.833.3763
- Email: customerservice@innovaprep.com
- Include Order Number, Invoice Number or PO Number with your inquiry. If you placed your order online, please login to your account to obtain a copy of your invoice.
Sales Tax & Tax Exemption
- Calculating Your Sales Tax
- Sales tax is calculated based on state-specific tax rules and the ZIP code of your shipping address.
- How to Claim a Tax Exemption
- Email a tax exemption certificate for the state to which the product will be shipped to Email: customerservice@innovaprep.com
- Sales tax will remain on invoices and online orders (if collected for that state) until a copy of the certificate is received.
Technical Product Support
Our dedicated Technical Support Department is committed to providing the assistance and expertise you need for a seamless experience with our products.
Technical Product Usage Inquiries
- Please access the Resources page contains a variety of product user information and application notes.
- For additional support, please fill out the form below to provide details regarding your application and product so that we may serve you better.
Safety Data Sheets (SDS)
- Download Safety Data Sheets here.
Certificates of Conformance (COC)
Obtain quality certificates for your product by contacting customerservice@innovaprep.com.
To ensure we provide to you the correct Certificate of Compliance, please reach out to us and provide the following information based on the product you are requesting.
Please provide the relevant Part # and Lot# found on the product or box label with your inquiry.
Note: Part # may also be called Item # or Model #
See examples below to assist in locating these numbers.
CONSUMABLES
Please provide us with the Item Number and Lot Number when requesting COCs.
INSTRUMENTS
On the back or bottom of the instruments, you will find serial number tags. Please provide us with the Model or Part # and the Serial # when requesting COCs.
Instrument Upgrade Program
- New technology upgrades are available allowing customers to upgrade quickly and efficiently.
- If you have a CP-150, inquire now about our exchange program.
- To see if you have the latest software and firmware, submit the form on our Software page.
Instrument Support & Service
The following processes and service policies apply to devices purchased directly from InnovaPrep. If you have purchased a device through a dealer or distributor, please contact that dealer or distributor directly.
We understand that uptime is key and strive to provide high-quality, reliable repair and maintenance services quickly and efficiently to keep your lab running smoothly.
Preventative Maintenance and Calibration – SCHEDULE NOW
- To schedule preventative maintenance or routine calibration services, please complete the following form. Note: The serial number of your instrument will be required.
- Upon receiving your request, a Service representative will promptly respond with next steps and confirm availability so that you can schedule your service with confidence and minimize downtime.
Instrument Upgrade Program
- Warranty Repairs, Preventative Maintenance and Calibration: We will do our utmost to return repaired devices to you within three business days after receiving the product at our Service Depot.
- Out of Warranty Repairs: Typically a device will be inspected and the cost of repair communicated within three business days after receiving the product at our Sevice Depot. Once repairs are approved by client, isntruments will typically be repaired and shipped within 2-3 days after approval
- Loan Replacements: Loaners are available for an additional cost. Further details and prices can be obtained from Technical Support.
Software & Firmware Updates
InnovaPrep continuously drives improvement to the performance of its instruments, including updates to software and firmware.
- If your instrument is not operating with the current version, we can provide you with highlights as to the benefits of the upgrade and next steps to install or return your device for us to install it.
- Upgrades to the latest software is a standard part of our preventative maintenance and calibration services. For more information, please contact our Service team.
- Are you operating with the latest software? Click here to submit the form.
Spare Parts
- We have an extensive range of original spare parts in our online webstore.
- In the event that a product has been discontinued, spare parts are typically available for an additional three years following product discontinuation.
Return Process
To minimize your downtime, we ask for your cooperation by submitting fully completed forms to streamline processing.
Before you return a device to us for any reason, you must contact our Service Desk to receive approval to return. To begin this process, please contact our Service Desk (please refer to the Contact Details page). ALL RETURNS MUSTBE AUTHORIZED IN ADVANCE BY INNOVAPREP. Any unauthorized return will not be accepted.
How it works: Once you contact our Service Desk and we have determined a return is necessary, you will be sent a Certificate of Decontamination, which must be completed and returned along with a purchase order if an estimate for costs was received. Once you have submitted the Certificate of Decontamination and purchase order, it will be reviewed and, if approved, we will send you an RMA order confirmation, along with an RMA form that contains information on how to prepare your instrument for shipment. The RMA form should be filled out as completely as possible. To establish warranty claims, it is essential that you provide us with the serial number or "date code" of the device. You may then arrange delivery with the carrier of your choice. This process ensures that your return is continuously tracked and is billed correctly, and minimizes the risk of errors and delays.
Instruments must be returned within 15 days of issue of the RMA.
We reserve the right to reject warranty claims if the condition of the instrument is not as stated in the Decontamination Certificate or the instrument has been used in a Biological Safety hazard BSL3 or higher environment.
We reserve the right to cancel the RMA if the product is not received within 15 days of issue of RMA or if the condition of the instrument is not as stated in the Certificate of Decontamination.
Preparing your Instrument for Shipment
Once you have received your RMA Form, please follow these steps to ensure a smooth return.
Proper decontamination and packaging of an instrument is critical to protect the safety of our employees and preventing damage during transport. We reserve the right to reject warranty claims due to damage resulting from failure to comply with the decontamination and packaging requirements below.
- Package the instrument. Securely pack all parts in the original packaging box with original foam inserts to prevent damage. If you do not have the original foam insert, please contact us and we can provide a replacement for a nominal charge.
- Include copies of approved Certificate of Decontamination and RMA form in box before sealing for shipment
- Ship your instrument
- Ensure that the RMA number is clearly visible on the package.
- All RMAs must be returned to the specified address provided on the RMA form.
- Instruments must be returned within 15 days of issue of the RMA.
Repair and Return Policy
The following policies apply to devices purchased directly from InnovaPrep. If you have purchased a device through a dealer or distributor, please contact that dealer or distributor directly.
Warranty Repair / Replacement
If a covered defect is confirmed by us during the Applicable Warranty Period, our sole liability is either to repair or replace the warranted product.
- Contact our service desk to initiate a Return Material authorization (RMA).
- Once approved,. return faulty product with RMA.
- We will confirm the presence of a covered defect and will either Repair or Replace, at our sole option with anew or fully refurbished product of the same or higher specification if a covered defect is confirmed.
- The repaired /replacement product will be returned to you.
Fixed Price Repair (Non-Warranty)
If a fault is determined to exist, but the fault is not covered by our warranty, a fixed level repair fee is available.
- Contact Customer Service to initiate a Return Material authorization (RMA).
- Once approved, return the faulty product with RMA and Purchase Order or credit card approval to request a fixed level fee.
- We will confirm the fault and, at your expense, either Repair or Replace the product in question, at our option, with a new or fully refurbished product of the same or higher specification.
- The repaired /replacement product will be returned to you.
- The Fixed level fee will be invoiced to you and payment thereof is a condition to return (per Item).
Non-Warranty Replacement
If a fault is determined, but the fault is not covered by our warranty, and if, in our judgment, it is not feasible to repair, we will support a non-warranty replacement product.
- Contact our service desk to initiate a Return Material authorization (RMA).
- Once approved, return the faulty product with the associated RMA.
- We will confirm the fault and provide a quotation for the non-warranty replacement fee.
- Once approved, we will process the order as per the approved quote (Replace/Discard).
- We will invoice you for the applicable charge by invoice, and payment there of is a condition to return.
Warranty Invalidation
- If the product is improperly installed, used or maintained;
- If the product installed outside of stated operating parameters, altered or improperly serviced, or repaired by anyone other than an Authorized. Service/Repair Center;
- If condition of the instrument is not as stated in the Decontamination Certificate or the instrument has been used in a Biological Safety hazard BSL3 or higher environment.
- if the product is not received within 15 days of issue of RMA
- If damage is caused by external occurrences, such as (but not limited to) lightning, power surges, fire, water damage, floods, temperature extremes, acts of nature, or the like. In addition, this Limited Warranty shall not apply to defects resulting from unauthorized modification or tampering, misuse, abuse, vandalism, alterations of serial numbers, or other causes unrelated to defective materials or workmanship.
- Any other limitations as set out in the applicable detailed terms and conditions.
- If a fault is determined during the Applicable Warranty Period and the fault would otherwise be covered by our warranty, but for the above conditions/circumstances, then a fixed price repair or non-warranty replacement will be offered.
These service policies apply to all InnovaPrep instruments.
The policies described cover the majority of service procedures and are valid in the United States. Country specific deviations may occur, such as transport handling, warranty periods or the calculation of flat rates. In these cases, the details or prices will appear on the order confirmation. The process description under the service level in this document relates to the standard process.
Our Client Service team will be happy to answer any questions you may have.
NOTE: In case of conflict or contradiction between these services and the applicable InnovaPrep Warranty, the InnovaPrep Terms and Conditions of Sale will take precedence.