Frequently Asked Questions
Ordering, payment, shipping, warranty and technical support - the questions laboratories ask us most, answered without sales language.
Everything Buyers Ask Before And After Ordering
How do I choose the right product for my application?
Our specialists help you find the best product or part for your needs. Send the material, the temperature, the atmosphere and the batch size and you will get a shortlist rather than a catalogue.
Do you have a minimum order?
No. ZYLAB values every order and has no minimum order requirement. Occasionally a manufacturing site or supplier imposes a minimum quantity of their own, and we tell you as soon as we are notified.
How do I place an order?
By email to [email protected], by phone on +86-371-86597277, or on WhatsApp at +86-186 0382 8161. Our staff will get in touch promptly.
How do I pay for my order?
Bank transfer (wire transfer), letter of credit for larger orders on request, major credit and debit cards, or PayPal. Bank details are provided on your invoice; sending the transaction confirmation speeds up processing.
If I place an order today, when will it ship?
Most standard equipment and parts are in stock. After testing and packing we can ship within 3 to 7 days.
What are your shipping terms?
If no shipping method is specified we choose the most efficient means of shipment. Freight and insurance charges based on the carriers we use are added to the invoice, and depend on product weight, packaging weight, package dimensions and any special requirements such as hazardous materials.
Which shipping methods are used and how long do they take?
By sea - best for orders over 60 kg: North America 11-30 days, Central and South America 30-45 days, South America 40-60 days, South Africa 15-28 days, Europe 25-33 days, Eastern Europe 30-45 days, Northern Europe 35-45 days, Mediterranean countries 28-35 days, Middle East 28-40 days, Southeast Asia 7-20 days.
By air to airport - typically 7-10 days, some direct flights 3-5 days.
By express (DHL, FedEx, UPS) - generally 5-7 days to the door.
How is the product packed?
Packing balances the safety of the machine against freight cost. We propose the most suitable and secure packing solution so the product arrives intact.
What warranty do you offer?
2 years on most products, excluding glass components. During the warranty period we provide after-sales service, and spare parts that break through no misuse or vandalism are replaced free of charge. Product-specific warranty details are confirmed by the sales team.
What happens if a product is damaged in shipment?
Contact our sales staff immediately and we will promptly arrange a substitute delivery.
Can I order products that are not listed?
Yes. We have access to the complete product lines of most of our suppliers, and our technical support representatives are happy to help you source what you need.
Can I get technical assistance if I have never placed an order?
Absolutely - our technical support is free. Contact [email protected] for troubleshooting, product recommendations, application help and custom ordering.
What can your technical support help with?
Product selection and recommendations, troubleshooting and technical assistance, manuals and documentation, custom and unusual product sourcing, and complete application solutions.
How do I order a custom product?
Contact one of our technical support representatives with your process requirements. Our team will work out a configuration and quote the custom build.
Still Unclear About Something
Free technical support applies whether or not you have ordered from ZYLAB before.