Q. Do my pipettes need to be decontaminated?
A. 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 Form 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. Forms are available for download in the Decontamination section.

Q. What makes of pipette can you service? 
A. 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 and pipette controllers.

Q. Can you break down my invoice by department, for example? 
A. Yes. We can invoice to your exact requirements.

Q. Do you automatically replace seals and O rings?
A. No. During the service we will thoroughly test these components for function and will  only replace them if needed. This reduces costs to you.

Q. Will you inform me of any expensive repairs needed?
A. Yes. Simply check the box on the Decontamination Declaration to be contacted before we proceed with any service if spare parts (excl. the cost of seals, o-rings, tip holders) amount to 40 GBP or over for any pipette. We will then phone or email you to discuss the best way to proceed.

Q. What if my pipette is beyond repair?
A. If, in our opinion, a pipette is beyond economical repair or spares are no longer available, we will return it to you with a label detailing the reason it is beyond repair.Please note that a 15 GBP investigation charge may be applied for pipettes found to be beyond repair or uneconomical to repair if measurable time has been taken to establish this. If required, we can arrange a Trade-In of your pipette for one of our own pipettes at a very attractive discount!

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

Q. What accreditation do you have? 
A. The Starlab UK laboratory is an ISO 17025 UKAS accredited calibration laboratory (No. 4296). Our German laboratory is accredited to carry out DaKKS calibrations. The Starlab Group is also certified to ISO 9001 Quality Management Systems and ISO 14001 for Environmental Management.

Q. I require a calibration to specific guidelines which your standard levels do not cater for. Can you still help?
A. Yes! We offer bespoke calibrations and can service and calibrate pipettes to your exact requirements. See the Bespoke Calibration section, or contact us to discuss your requirements.

Q. Can you calibrate any type of pipette on site?
A. We can calibrate any volume of pipette on-site, as long as the conditions allow us to do so (see next question).  For pipettes being calibrated to ISO 17025 (UKAS) standard with a nominal volume of 10µl or less, we will require additional balances so we will need to know the number of smaller volume pipettes to see if this is viable.

Q. What facilities do I need to provide for your technicians?
A. 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/be within a busy lab, and should be a vibration- and draught-free environment, with a stable temperature range between 15°C to 30°C. For ISO 17025 (UKAS) calibrations, the same applies with the following two exceptions: each technician requires minimum 3m bench space, and the temperature range of the room must be within 20°C to 25°C. We will bring all the equipment needed with us.

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

Q. What details do I need to provide when booking an on-site clinic?
A. 1). The approximate dates required. 2) The Number and make of pipettes. 3). Exact location where the clinic will be held eg. building, floor, room number, including parking details and restrictions. 4) Full contact details of two contacts. 5) The service levels required. 6) Purchase Order.

NOTE: Clinics must be confirmed 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?

A. 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 must allocate a time frame and an 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?
A. Yes! Please use the online booking form before sending your pipettes. You will recieve a confirmation with instructions of when and where to send your pipettes.

Q. What do I need to send with my pipettes?
A. 1). A completed and signed Decontamination Declaration Form. We cannot work on any pipettes that are not accompanied by a form. Please ensure you complete ALL sections of the form and sign before sending.
2). A Purchase Order.
The return of your pipettes may be delayed if you not supply all required information.

Q. How long will it take for my pipettes to be returned?
A. 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.

Q. Will I be charged for return carriage?
A.  A minimum quantity of pipettes applies for free return carraige.