FAQ

Our customer service, sales representatives and product specialists are asked thousands of questions per month. Here are just some of the most common questions.

When will my order ship out?

Typically orders placed before 2PM EST will ship out on the same day. We will inform you if there is a backorder or an item is not in stock.

Which method will my order ship?

All orders ship UPS Ground unless specified. We offer air shipping via UPS, FedEx and DHL.

Accutome Diagnostic Equipment

How can I check to make sure my Accutome Product has the most recently updated software?

You can call your Accutome Product Specialist or visit our Support Page (include link to support.accutome.com). Our support page features the latest software updates for the B-Scan Plus and UBM Plus that you can download directly to your computer. It also features software update information on the A-Scan Plus, AccuPach VI, PachPen and AccuPen.

I just received my Accutome unit. Now what should I do?

Please call your Accutome Representative for a quick walkthrough of the instrument. We have dedicated product specialists to train you on all of the instruments features.

For a more informative session, we offer in-services on the A-Scan Plus, B-Scan Plus and UBM Plus. An Accutome Product Specialist will come to your office and train your staff on how to use the instrument. In-services must typically be scheduled two weeks before. We can also do over-the-phone or Skype in-services for all of our equipment.

Accutome Surgical Instruments

What is your warranty policy for handheld surgical instruments?

Accutome guarantees every instrument it makes against manufacturer’s defects for the life of the instrument. Should a defect appear, Accutome will repair or replace the instrument free of charge. In case of dispute, common sense will apply.

What is your return policy for hand held surgical instruments?

Accutome offers a 30-day surgical evaluation on all surgical instruments and diamond knives. Any item that is custom made or engraved will not be returnable. Items held longer than 30-days will be subject to a 15% restocking fee.

I have an instrument that needs repair. What should I do now?

Call your Accutome Representative to receive a Return Authorization Number. Once the instrument is received, our technicians will evaluate the instrument and contact you for approval to proceed with the repair. Accutome prides itself with quick repair turnarounds. We typically offer 24 hour turnaround for most instrument and diamond knife repairs. Rebuilding teeth on forceps and soldering instruments will typically take longer than one day.

I have a new idea for an instrument. How can I proceed with my idea?

Accutome prides itself with being on the cutting edge of instrument design. If you have a new idea for an instrument, please call or email us and our design team will get in contact with you. Include a brief description as to the type of instrument you are looking to design.

Where can I find sterilization instructions for my handheld instruments or diamond knives?

Instrument cleaning instructions can be downloaded here. 

Diamond knife cleaning instructions can be downloaded here.

We are moving to smaller incisions, what can we do with our diamond knives?

Accutome offers our diamond exchange program where we will take your current blades and downsize them all for the cost of a repair. There is no need to order all new diamond knives.

Accutome Rx

What is your pharmaceutical return policy?

We will accept returns on pharmaceuticals as long as it is within 30 days of the date purchased, the product is in the original, unopened package, in condition to be resold and not in excess of six months to the expiration date. Any custom order is not returnable.

Do you have minimum order requirements?

Accutome offers no minimum order requirements.

How are Accutome Rx products packaged?

The “AccuRx” Brand products are packaged in six or twelve bottle packages. We have no minimum order requirements, however ordering in these quantities provide the opportunity for discounted pricing and help with organization in your office.

If an item is not on your website or catalog, do you carry it?

Accutome offers over six thousand different products. Please feel free to call your Accutome representative if you are looking for a particular item that is not on our website or in our catalog. If we do not carry an item, we can find a company that can help you.