Pipette Service FAQs

Q. Do my pipettes need to be decontaminated? This depends on what the pipettes have been used for. Basically, the pipettes must be safe for us to handle and accompanied by a signed Decontamination Declaration to confirm this, whether they needed decontaminating or not. This applies to both mail-in and on-site servicing. Please note that pipettes cannot be serviced if a signed Declaration is not received. 

Q. What makes of pipette can you service? We can service all brands and types of pipettes, although we may not be able to obtain spare parts for very old pipettes. We service single-channels, multi-channels, electronic pipettes, multi-steppers and positive displacement instruments, as well as bottle-top dispensers. We also calibrate timers and stopwatches.

Q. Can you break down my invoice by department, or grant code etc? Yes. We can invoice to your exact requirements.

Q. Are seals and O rings replaced automatically? No. We thoroughly test these components for function during servicing, and will replace them only if needed. This reduces both costs to you, and unnecessary waste.

Q. Will you inform me of any expensive repairs needed? Yes. We will contact you if parts over the value of £40 need replacing. You have the option to increase or decrease this threshold for contact, on the Decontamination Declaration accompanying your pipettes.

Q. Is your measuring equipment traceable to recognised standards? Yes. All balances and environmental equipment are regularly calibrated with metrological traceability to the SI system of units.

Q. What accreditation do you have? We are an ISO 17025 UKAS accredited calibration laboratory (No. 4296). We are also certified to ISO 9001 Quality Management Systems and ISO 14001 for Environmental Management. 

Q. Can you calibrate any type of pipette on site? We can calibrate any volume of pipette on site as long as the conditions allow us to do so. Pipettes need a draft-free environment, no vibration and the location of the clinic cannot be in a thoroughfare. If in doubt, contact your local Account Manager for them to come and check the area, or you could send your pipettes to Starlab for servicing – return carriage is free of charge. For pipettes being calibrated to ISO 17025 (UKAS) standard with a nominal volume of 10µl or less, we would need additional balances so we would need to know numbers of smaller volume pipettes to see if this is viable.

Q. What facilities do I need to provide for your technicians? Each technician requires minimum 2m bench space with leg room and access to at least one 13A socket. The location where the clinic is to be held should have no through traffic or be within a busy lab, and should be a vibration- and draught-free environment, with a stable temperature of 20 (±3) °C. This applies to all on-site clinics, for both UKAS and non-UKAS calibrations.

Q. How many pipettes can you service in one day? The minimum number of pipettes required for an on-site clinic is on average, 20 to 40 per day, depending on the service level required and the condition of the pipettes. Please contact us to discuss your on-site requirements.

Q. What details do I need to provide when booking an on-site clinic? We require the following: PIPETTE INFO: Number of each type of pipette and the service levels required. LOGISTICS INFO: The preferred dates for the clinic, the exact location of where the clinic will be held (eg building, floor, room no) the full contact details of two contacts, and details of parking availability or restrictions. We will of course also need a Purchase Order No.  (and VAT exemption certificate, if applicable).

Please note we must receive your booking confirmation as soon as possible. Confirmations not received a month before the start of a proposed clinic may have to be rescheduled or cancelled.

Q. What if I cannot confirm the exact number of pipettes? The minimum number of pipettes for an on-site clinic depends on the service level required, and although there is no maximum number of pipettes, we allocate a time frame and the appropriate number of technicians for a clinic, based on the information you give us. Should the number of pipettes that require servicing increase significantly, it may not be possible for us to service everything within the scheduled clinic duration. In such cases, we will either arrange another date to service the extra pipettes, or arrange for the extras to be serviced at our laboratory, depending on the numbers involved and/or the current workload in our lab. We will make every effort to accommodate extra numbers as quickly as possible.

Q. Do I need to book in my pipettes for mail-in? Yes. Please use the online booking form before sending us your pipettes. 

Q. What do I need to send in with my pipettes? A completed and signed Decontamination Declaration Form, Purchase Order (and VAT exemption Certificate, if applicable). Please note we cannot work on any pipettes that are not accompanied by a Declaration Form. Please ensure you complete ALL sections of the form and sign before sending. The return of your pipettes may be delayed if you not supply all the required information and we need to discuss something with you.

Q. How long will it take for my pipettes to be returned? Standard Service: turn-around time is within 5 working days from receipt to dispatch, provided that we have all the information required. If, for any reason there is  a delay, we will let you know beforehand and give you an estimated time of when your pipette will be returned.

If a faster turnaround time is needed, we have the optional FastTrack48 Service. This guarantees a 48-hour turn-around timefrom receipt to dispatch, provided we have all the information required. There is an extra charge for this service.

Q. Will I be charged for return carriage? No, unless you opt for the FastTrack48 service. Starlab does not pass postage charges on to its customers on the UK mainland. Other areas of the UK may be charged a small, nominal fee.