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How to Send Your Instrument

Shipping Guide:

    1. Fill out the Service Request Form

    2. To avoid any damage during shipments, properly package the instrument with 2-3 inches of packing materials so the instrument does not move around in the box.

    3. Place a service requst form in the box or email it to customerervice@atago-usa.com.

    4. Send your instrument to:

ATAGO USA Service Center

14432 SE Eastgate Way, Suite 450, Bellevue, WA 98007 U.S.A. 

    1. Contact the Service Center at 1-425-637-2107 if you have any questions or concerns.

How to Fill Out the Service Request Form:

    1. RMA number: If you are previously in contact with the Service Center and they have issued an RMA number for your instrument, please fill this section out (e.g., R000000AO0). 
      If you have not reached out to the Service Center, we can issue your RMA number when we receive your instruments.

    1. Contact information: We need your information to contact you and return the instrument to the correct address.
      If you are ordering NIST Calibration, please make sure to put the name of the company that should be on the NIST Calibration certificate.

    1. Where to send the invoice after the service: We will send an invoice to the person listed.

    1. Please select which service you would like us to proceed.

      • NIST Traceable Calibration: If you need a NIST (National Institute of Standards and Technology) Calibration certificate for audit purposes and to ensure your instruments meet the NIST standards, please select this service. Full inspection is included in this service for handheld instruments.

      • Expedited NIST Traceable Calibration: We will return your instrument within 2-3 business days turnaround with additional cost.

      • Full Inspection/Diagnosis only: If you do not need a NIST Calibration Certificate but want to make sure your instrument is working in good condition, please select this service. 

Handheld inspection includes…

        • Instrument temperature adjustment.

        • Verify reading with solutions.

        • Perform leak test to meet IP rating.

      • Preventative Maintenance (PM):

        • Measurement check with sucrose solutions and standard liquids.

        • Internal and external fan replacements (except CM and ABBE models).

        • Fun filter replacement (except CM and ABBE models).

        • Prism temperature check.

        • Peltier control check.

        • Internal cable connection check.

        • Optical activity check.

        • Internal and external cleaning.

*PM does not include the NIST Certificate and is only available for benchtop instruments.

      • As Found, As Left Data: The Service Center reports measurement data before the adjustment.

    1. Your instrument information: ATAGO USA’s instruments come with the model name and serial number.
      Instrument name is usually on the front side of the instrument and the serial number can be found on the back or side of the instrument.

    1. Payment information: The Service Center kindly requests that our customers make a payment before we can return the instrument. Therefore, payment must be completed after the service has been completed. We will contact you for credit card information if you are not comfortable entering it on the Service Request Form.

    1. If you have any additional comments about your instrument or any concerns about the service, please use this space and let us know.