Frequently Asked Questions (FAQ)

1. Sales & Product Inquiry

1.1 What types of industrial and laboratory instruments do you sell?

We offer a wide range of instruments including but not limited to:

– Analytical instruments (Chromatography, Spectroscopy, Mass Spectrometry)
– General lab equipment (Centrifuges, Microscopes, Ovens, Incubators)
– Physical testing instruments (Viscometers, Hardness testers, Tensile testers)
– Environmental testing equipment (Water analyzers, Flue gas analyzers, Noise meters)
– Industrial measurement & control instruments (Pressure, Temperature, Flow, Level)
– Life science instruments (PCR, Electrophoresis, Biosafety cabinets)
– Lab consumables & reagents (Columns, Filters, Standards)

1.2 How can I find the right instrument for my needs?

You can:
– Use the search bar at the top of the website
– Browse by product category
– Use the filter function by parameter (range, accuracy, brand)
– Click “Contact Us” or call us – our technical sales engineers will recommend the best solution.

1.3 Can you provide technical documents (datasheets, manuals, SDS)?

Yes. Each product page offers PDF datasheets, user manuals, and safety data sheets (where applicable). Documents can be downloaded after logging in. Some restricted documents require contacting customer service for access.

1.4 Which brands do you represent?

We work with major global brands in the industries. Please contact us for details

2. Pricing, Quotations & Ordering

2.1 Why are some product prices not shown on the website?

Due to complex configurations, optional modules, and regional price policies, we operate a “request a quote” system. After you click “Get a Quote” and submit your requirements, you will receive a formal quotation within 1 business day.

2.2 How can I get the best price?

-Bulk purchases or long-term cooperation volume discounts**
– Seasonal promotions (Back-to-school, Year-end clearance)
– Contact our Key Account Manager for a long-term framework agreement.

2.3 What is the ordering process?

1. Select products → 2. Request & confirm quote → 3. Sign sales contract (electronic or paper) → 4. Make payment → 5. Shipment with tracking number → 6. Receive & inspect.

2.4 Do you offer product demos or trials?

Yes. For certain high-end or complex equipment, we can arrange local demo or short-term rental for testing. Contact your sales representative to schedule.

3. Payment & Invoicing

3.1 What payment methods do you accept?

Bank transfer (corporate account)

– Bank acceptance draft (subject to approval)
– Installment or financial leasing (for large equipment via partner finance firms)

3.2 Can you issue VAT special invoices

Yes. As a general taxpayer, we can issue 13% VAT special invoices or standard VAT invoices after contract signing and payment. Invoices are shipped with goods or separately.

3.3 Do you offer credit terms?

For government, universities, research institutes, and long-term corporate clients, we may offer 30–60 day credit terms after credit assessment (business license and transaction history required).

4. Shipping & Delivery

4.1 How long does delivery take after ordering?

– In stock: 2–3 business days after payment
– Backorder: 5–7 business days
– Imported or custom equipment: 8–12 weeks (per contract)

4.2 Which carriers do you use? How is packaging ensured?

We use SF Express, Deppon, DHL Logistics, and specialized instrument carriers. Packaging includes foam + reinforced wooden crate (large/precision instruments) or double-wall carton + air cushion film (small items) with “Fragile” labels. All shipments include insurance.

4.3 What if I find damage or missing items upon delivery?

Inspect before signing. If damaged:
– Refuse delivery, take photos
– Request a damage report from the courier
– Contact customer service within 24 hours – we will coordinate with the carrier for replacement or refund.

5. Installation, Training & Technical Support

5.1 Do you provide on-site installation, setup, and training?

Yes. For precision instruments (GC, HPLC, ICP, etc.):
– Installation & setup included in contract
– On-site training until user can operate independently
– Remote video guidance and pre-recorded video tutorials also available.

5.2 Is there a technical support hotline or online support?
Yes:
– Hotline: 6618 6796 (weekdays 8:30–18:00)
– Online chat: “Technical Support” at bottom right
– Email: support@koranc.com (reply within 24 hours)

5.3 What technical resources do you provide?

– Application guides (PDF)
– Troubleshooting checklists
– Method development cases (pharma, environment, food)
– Webinars & training recordings (login required)

6. Warranty, Repair & Returns

6.1 What is your warranty policy?
– New instruments: 12–24 months (depends on brand/product); key components (optical systems, detectors) may extend to 3 years
– Consumables and glassware: no warranty – inspect upon receipt
– Used/refurbished instruments: 6 months

6.2 How do I get out-of-warranty repairs?

We offer paid repair services:
– Diagnosis first: send in unit or engineer on-site → proposal with cost
– Extended warranty or annual maintenance contract available (includes preventive maintenance, calibration, emergency repair)

6.3 Under what conditions can I return a product?
– Non-defective (wrong model)**: unopened & resalable – return within 7 days with 30%~50% restocking fee + shipping
– Defective: confirmed defect – return/exchange within 7 days with free shipping
– Custom/special order items: not accepted for return without defect

7. Account & Account Management

7.1 What are the benefits of registering an account?
– View order history & tracking
– Download technical documents
– Save quote requests & comparison lists
– Access member discounts & reward points (redeem for consumables or services)

7.2 How can I check my order status?

Log in → “My Account” → “Order Center”. You will also receive email/SMS updates at each stage.

8. Other Common Questions

8.1 Do you provide calibration services?

Yes. We work with CNAS-accredited third-party labs to provide initial calibration (fee applies) or periodic calibration services.

8.2 Are there special discounts for universities and research institutes?**
Yes:
– Educational discount (typically 5–15% off list price)
– Free shipping (excludes some remote areas)
– Government credit card & grant-funded procurement accepted

8.3 How do I contact my regional sales manager?
Visit the “Contact Us” page, select your province to see the manager’s phone number and WeChat QR code. You may also call our hotline for routing.

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Last updated: March 2026
This FAQ is subject to change without notice. Please refer to the latest version on our website.