Frequently Asked Questions
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. For all non web orders, 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?
Our Support Page features the latest software updates that you can download directly to your computer. Software update information is available for our A-scan, B-Scan, UBM, AccuPach VI, PachPen, and AccuPen. For further help please contact your Accutome Product Specialist.
I just received my Accutome diagnostic unit. Now what should I do?
Each unit includes an instruction manual and software CD for easy software installation. Step-by-step instructional videos can be found here. Please call your Accutome Product Specialist if you have any questions or issues with your new unit.
For a more informative session, we offer in-services on our A-Scan, B-Scan and UBM. 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.
What is your return policy for hand held surgical instruments?
Items received back within 30 days of initial shipment will receive a full credit. A refund or credit is not available for any item not returned past 30 days of initial shipments. Any item that is custom made or engraved will not be returnable.
I have an instrument that needs repair. What should I do now?
Accutome provides a wide range of repair services for all brands and styles of Phaco Handpieces, Handheld Instruments, and Diamond Knives (Click here for more information). To send in an instrument, 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.
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 and sketch (if applicable) of the instrument you are looking to design.
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 a fraction of the cost. There is no need to order all new diamond knives when you can exchange them for a new downsized diamond.
Where can I find sterilization instructions for my handheld instruments or diamond knives?
Our Instrument Care and Handling Guide can be found on our literature page or click here to download.
What is your pharmaceutical return policy?
We will accept returns on pharmaceuticals as long as it is within 30 days of the date of shipment, 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.
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 will try to find a company that can help you.