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International FAQ's

How is the instrument I purchase from Cadwell Laboratories shipped to me?
We recommend Federal Express as primary courier service for most International orders. Some orders will require special shipping arrangements based on the circumstances of the order. The shipping method is usually agreed upon at the time of final configuration for system orders or at the time of processing for smaller orders. Other couriers such as UPS or DHL may also be used, but generally charge a higher rate. We may also ship via customer account on specified carrier.

For systems purchased on a Letter of Credit, we recommend our forwarder, MTI Worldwide Logistics, to expedite exportation and shipping arrangements. MTI is also our choice for orders traveling via commercial air cargo and consigned to an import agent at any International destination airport.

Who pays for duties and taxes?
For all new system orders as well as accessory and electrode orders, the purchaser pays applicable duties and taxes. This also applies to non-warranty service orders. Replacement parts sent from the Cadwell Service Department for systems still under the first-year warranty are sent at Cadwell's expense with duties and taxes paid.

What if there is no distributor for my country?
Please feel free to contact us directly via telephone, fax, or e-mail. We will work with you directly or refer you to our closest agent depending on your sales and service needs.

How do I obtain technical service & support for my Cadwell instrument?
Your first line of support is our authorized representatives throughout the world. They are most able to provide on-site assistance and have access to technical information relative to your system. These representatives also offer a wealth of experience as needed for troubleshooting, installing replacement parts, and assisting with importation requirements.

If one of our representatives is not immediately available in your area, please feel free to work with us directly. We can provide troubleshooting assistance via e-mail, fax, or telephone. Please provide the system serial number when identifying the problem. Once the problem has been diagnosed, we can send replacement parts on a prepayment basis (if the system is no longer under the one-year warranty) or provide instructions for sending the needed components to the Cadwell Service Department for repair.

Who provides the warranty for my Cadwell instrument?
Cadwell Laboratories provides a one-year limited warranty on all new Cadwell instruments. This provision warrants against defects in materials and workmanship for one year from the date shipped. During the warranty period the Cadwell Service Department will repair or, at its option, replace any unit that proves to be defective. Please see the original warranty documentation included with your system for further details.

Are Cadwell instruments available for my voltage type? (220 vs. 110)
The current Cadwell product line is compatible with both 120- and 240-volt power sources. Since a variety of computers, monitors, printers, and accessory items may be configured with your Cadwell system, please specify the power source in your area at the time of your quotation. We will advise you if any items are not available in the required voltage.

At the time of installation, we strongly recommend checking the voltage switch of all components so equipped, to ensure the correct voltage is selected.