Purchasing FAQs

Purchase-Related Frequently Asked Questions (FAQs)

Our customer service and scientific technical experts are here to help.

1. How do I place an order?

You can purchase directly from us or order our products from distributors. Please send us a formal purchase order (PO) through Email / Fax or call us for credit card orders.

2. What information is needed when placing an offline order?

Ø Company/Institute Letter Head Purchase Order Number

Ø Full Name

Ø Email Address

Ø Phone Number

Ø Shipping & Billing Address

Ø Product Name

Ø Product Catalog Number

Ø Product Size

3. What payment options do you offer?

For purchase orders, the acceptable payment methods include wire transfer and check. For credit card orders, all major credit cards are accepted.

4. Is the product in stock?

Most of our products are in stock. However, depending on the quantity of your order and other additional requests you may have, the process could be longer.

5. Do you offer international shipping?

We ship to more than 50 countries in the world using FedEx/UPS/DHL. We also offer multiple international shipping options. Please contact our customer service for more detailed information.

6. Do you offer academic or other discounts?

ProsTec will launch special offers sometimes. For more information, please check our website.

7. How do I know if your company has received my order?

We will send you a confirmation email as soon as we receive your order. We will send you a second email with your tracking details when we have shipped your order.

10. Can I track a shipped order?

Yes, the tracking number will be sent to you via email when your order is shipped out. You can check the delivery status on the carrier's website.

11. How do I contact the customer service/sales specialists?

You can call us or send email to us. The detailed contact information is shown on our website.

12. How do l cancel an order?

To cancel an order, please contact us via email or call us. For orders that were already shipped, a restocking fee of 60% of the product price will be charged. The customer is responsible for paying for the return shipping cost.

13. What if I receive an item that is damaged?

If you find the item has been damaged during transportation, please contact us immediately within 5 days upon receiving the product via email or call us during office hours. We will re-send the order after confirmation.

14. What if our product does not work as expected?

All our products have passed the QC before shipping. However, we recognize that there is always scope for improvement. In the unlikely event that you find our product not working as described on our datasheet, please contact our customer service via email with all the information you can provide. This would allow us to investigate efficiently. If any our product is found to be faulty at any time during its guarantee period, we will either replace the product or credit you with the full purchase price.