Service and Support
Iris Sample Processing is committed to providing customers with quality service and support for all our products. Highly trained Technical Support Representatives are available Monday through Friday, 8:30am-5:30pm EST, to assist with any questions and product support. Call us toll free at (800)782-8774.
Frequently Asked Questions
What is the warranty on StatSpin centrifuges?
All instruments come with a limited warranty. Specific details are listed in the operator's manual for each centrifuge. Express 3 and Express 4 have a (2) year warranty from date of invoice. All other instruments have a (1) year warranty from date of invoice.
To register instrument warranty, use the Warranty Registration Form or return the warranty registration card included with the instrument. For warranty terms and conditions outside the United States, contact your Authorized Iris Sample Processing Distributor.
Do you offer repair service?
Yes. At the Westwood, MA office in the United States, instruments are repaired within 2 to 3 business days of receipt. Call Technical Support at (800) 782-8774 to arrange servicing and obtain a Return Goods Authorization number (RGA). It is required that instruments sent to Iris Sample Processing for service be decontaminated.
Quality repair service is also performed at (3) additional repair centers worldwide. See Service Centers section to the right. Please contact us for shipping instructions.
Is there a warranty for your repair service?
Yes. Instrument repairs include a 90-day warranty for service and parts.
Do you sell repair parts for your instruments?
Yes. Repair parts are available for purchase directly from Iris Sample Processing. Product numbers and prices are provided on the 2013 Repair Parts List. Instrument Exploded Views (located on this page) are available to assist in selection. Service manuals may be purchased and are listed on the Repair Parts list.
All orders for repair parts will be charged a handling fee of $15. This fee does not apply for rotors, rotor accessories, bowl liners, and power supplies. Parts can be ordered at our Online Store using a credit card only. The $15 handling fee will be waived.
Orders for repairs parts may also be placed by faxing a hard copy Purchase Order to (781) 551-0036.
Please be aware, replacement parts are non-returnable.
What methods of payment do you accept for repairs and purchase of repair parts?
Purchase order numbers are accepted from authorized distributors, government agencies, medical centers, universities, and hospitals. Other facilities may pay via MasterCard, Visa, or American Express. For service repairs at our Westwood location, payment by check is acceptable.
Can instruments be purchased directly from Iris Sample Processing?
No. We do not sell instruments directly. Orders for instruments and consumables may be placed with any of our Authorized World Distributors .
Forms and Parts List
Note: Unless ordered from our Online Store (Credit Cards only), orders for repair parts will be charged a handling fee of $15.
Please contact our Customer Service Department at 800-782-8774 to inquire about a special upgrade program for all customers with Express, Model M500-22.
For additional service and support information, please call Customer Support at (800) 782-8774 or email us.