Inspecting Surgical Instruments
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Surgical Instruments FAQs

[ General ] [ Repair ]

 

General Surgical Instruments FAQs

When is the latest I can place an order?

How will I know my on-line order is confirmed?

When will my order ship?

Who is my sales representative?

How do I return an item?

What is our return policy?

What is your product warranty?

Do you sell only to the end user or will you sell through a distributor?

Is there a minimum order?

Can you cross reference instrument part numbers?

 


Repair FAQ's

How do I send in my repairs?

How long will it take for our instruments to be repaired?

What do I do if I'm not satisfied with my repairs?

Can you color code our general surgery pack and what colors do you provide?

I would prefer to know the cost of the repairs before they are done. Is this possible?

Does IMS provide loaners?

How will my orders be shipped back?

Can you repair any manufacturer's instruments or just Spectrum?

How often is it recommended to service my instruments?

Can you repair Clipper Blades?

What if one of my instruments is not repairable?

Question:
When is the latest I can place an order?
Answer:
Spectrum's customer service is available Monday through Friday from 8:30 a.m. to 5:30 p.m. EST. IMS can ship most items same day if orders are received by 4:00 p.m. If you call after 5:30 p.m. EST, please leave a message in our general mailbox and your call will be returned first thing on the following business day.
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Question:
How will I know my on-line order is confirmed?
Answer:
All orders placed will receive an email confirming your order. Emails will be sent to the address you provided when registering for an account.
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Question:
When will my order ship?
Answer:
Most stock items will ship in approximately 2-3 business days. When placing your order, feel free to ask your customer service representative for an approximate ship date, and know that we will do our best to get your instruments delivered quickly.
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Question:
Who is my sales representative?
Answer:
Our outstanding customer service representatives are available to assist you with all of your instrument needs and questions. However, if you require a speaker or educational program, our customer service representative will make sure a sales representative is in contact with you.
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Question:
How do I return an item? What is our return policy?
Answer:
Contact a customer service representative for any returns. All returns must be assigned an RMA (Return Merchandise Authorization) before we can process a return. Customers have 30 days from date of purchase to return an item for full credit. After 30 days, a 25% restocking fee will be assessed, and after 45 days a 50% restocking fee will be assessed. No returns are accepted after 60 days. Custom-made, color-coded, etched, and specially-sourced instruments are non-returnable. Instruments that have been sterilized are also non-returnable.
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Question:
What is your product warranty?
Answer:
Spectrum's German Stainless Steel Instruments carry a lifetime warranty against rusting, pitting and cracking. Spectrum's Middleline™ instruments carry a 24-Month warranty. Spectrum's Economy line of instruments carry a value-driven warranty. If you are not satisfied with the performance of an Economy instrument, we will send you a new one, no questions asked.
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Question:
Do you sell only to the end user or will you sell through a distributor?
Answer:
IMS only sells direct and does not sell through distribution channels. International and Canadian customers can contact us at sales@spectrumsurgical.com for more information on how to access Spectrum's products worldwide.
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Question:
Is there a minimum order?
Answer:
No. IMS welcomes all orders.
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Question:
Can you cross reference instrument part numbers?
Answer:
Spectrum's exceptionally trained customer service representatives are happy to cross reference any vendor number you have. If you provide our representatives with a competitor's item number, we will provide you with the IMS equivalent.
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Question:
How do I send in my repairs?
Answer:
Be sure to wrap instruments using as much packing material as you can to ensure safe transport. Include a business card with a contact, phone number and be sure to list any special requests or specific repair information. You can ship using UPS, FED EX, DHL, or the U.S. Postal Service. (We recommend using a service that you can track in case shipments are lost or damaged during transport.) Ship instruments to: IMS, Attention: Repair Facility, 3316 Second Avenue North, Stow, OH 44224.
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Question:
How long will it take for our instruments to be repaired?
Answer:
We like to say that your instruments will be in transit longer than they will be at our repair facility. Our mission is to have your instruments repaired 24-48 hours after we receive them. We will also contact you when we receive your repairs to let you know they are here.
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Question:
What do I do if I'm not satisfied with my repairs?
Answer:
Each instrument serviced by IMS is backed by a 100% satisfaction guarantee. If for any reason you are not satisfied with the quality of our workmanship, we will fix or replace the instrument. . . no questions asked.
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Question:
How will my orders be shipped back?
Answer:
Your order will be shipped back via UPS unless specified differently.
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Question:
Can you repair any manufacturer's instruments or just Spectrum?
Answer:
IMS services all makes and models of surgical instruments.
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Question:
How often is it recommended to service my instruments?
Answer:
There really isn't a set schedule on how often instruments should be serviced. They should be inspected and tested by staff members regularly. Here are some of the characteristics you should look for during the visual inspection: Thumb Forceps, Rongeurs and Hemostats. Make sure the tips line up with normal finger and thumb pressure. Needle holders. Close the instrument ratchets to the first notch and hold it up to a bright light. If you can see light through the jaws, it's time to send it in for repair. Scissors. Open the scissors and check for pitting marks on the inside of each blade. Scissor test material is used to check the sharpness of the scissor. If it does not make a clean cut or pulls the material, it's time to have them sharpened. Osteotomes, Gouges and Elevators. Inspect the tips for rough edges.
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Question:
Can you color code our general surgery pack and what colors do you provide?
Answer:
Absolutely! We have a variety of colors. We can color code black, blue, brown, lime green, medium green, orange, pink, purple, red, white and yellow. This is a very involved powder coating process and can only be completed by sending your instruments to our repair facility, located at 3316 Second Avenue North, Stow, OH 44224.
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Question:
Can you repair Clipper Blades?
Answer:
Yes we can! We recommend sending in the clipper motor with the blades so that we can properly adjust and align your blades to fit the motor. Also, this allows us to see if there is a problem with the motor instead of the blade. Make sure when sending in clipper blades to wrap them in bubble wrap, newspaper or paper towel to make sure that teeth do not get broken during shipping.
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Question:
I would prefer to know the cost of the repairs before they are done. Is this possible?
Answer:
Yes it is, just indicate on the paperwork sent in with the instruments that you would like an estimate before the repairs are completed. You will get a call the day we receive the instrument and an estimate will be given at that time.
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Question:
What if one of my instruments is not repairable?
Answer:
We will give you a courtesy call to see if you would like a replacement instrument at that time. If you would not like to, we will send the instrument back at no charge; however, we will include the part number in case you would like to reorder at a later date.
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Question:
Does IMS provide loaners?
Answer:
We do provide loaners of many different makes and models. Call (800) 783-9251 to obtain more information regarding the loaner needed.
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Ship to:
IMS
Attn: Repair
3316 Second Avenue North
Birmingham, AL 35222
USA

 

For more surgical instrument information, please call a customer care representative at (800)783-9251 or contact us via email.