How can we help you today? (Knowledge base / FAQ)

Account Info

How do I login?

You can login to your account via elveflow.com/microfluidic-shop/your-account/

If you encounter any problems on the eShop (404 page, account connection issues), please contact accessory@elveflow.com

How do I change my address?

You can login to your account via elveflow.com/microfluidic-shop/your-account/

Here you can find your recent orders and address(es).

You can change your password and account details.

If you encounter any problems on the eShop (404 page, account connection issues), please contact accessory@elveflow.com

Can I get a refund?

If you have any problems with your order please contact accessory@elveflow.com. We’ll respond ASAP!

We always look to make you a happy customer, and will work together with you to see what solution is best suited to your particular situation.

How can I change my order?

You can change your order by sending an email to accessory@elveflow.com (indicating the Order reference number).

Orders can be modified or cancelled by our customer support within 2 hours after we have confirmed your order.

Beyond this time frame there is a risk your order has already been shipped and is beyond our control.

When does my order arrive? Can I track my order?

You can track your order using Order ID and billing email.

Please note that upon order validation, you will receive a UPS tracking link in an email to track the status and the delivery of your order.

If you encounter any problems on the eShop (404 page, account connection issues), please contact accessory@elveflow.com

Coupon Codes discounts. How does it work? How do I get one?

Feel free to use the discount code below for 5% off on your order of Elveflow Accessories.

SMILE

Please note:
– The code doesn’t work in conjunction with other discounts
– The code only applies to Online orders and Online generated quotes
– Follow us on facebook or twitter to get the latest news and limited-time promotional coupons!
– You’re a regular customer and you’d like to have your own coupon? Contact us at accessory@elveflow.com!

Order Info

Do you have a products list?

A products list is available here.

If you encounter any problems on the eShop (404 page, account connection issues), please contact accessory@elveflow.com

How can I get a quote?

  1. The quickest and easier way to get a quote is to generate an online quote from the articles in your cart when in the Elveflow Accessories eShop.
    On the consultation page of your cart, be sure to click on Calculate shipping to select your country and apply the VAT rate and shipping amount.
    Then, click on Download a quote to get a quote for your cart in PDF file format.  This online quote may be the fastest and easiest option for you: you can get a quote within minutes with the products that you selected in your cart, so you can to send it to your purchase officer right away, which saves you time to speed up the order process.
  2. Alternatively, you can send us purchase orders by email at accessory@elveflow.com. We’ll do our best to answer ASAP!

Can I order just 2-3 pcs and not a full kit?

We propose Accessories Kits as turnkey offers that are quick & easy solutions to a specific problem, so that you can focus on your science and reach next step faster.
The elements of a kit are provided as a way to start your research right away and not search for items like crazy before starting your experiments!

Therefore no spare items can be sold separately, and the kits content can not be modified.

I want to customize my order even more than the website allows, is this possible?

We always look to make you a happy customer, and will work together with you to see what solution is best suited to your particular research needs. Our expert team may be able to develop a custom solution for you.

Please contact accessory@elveflow.com. We’ll respond ASAP!

How do I order?

Please visit our webshop and select the products you want to place them into your cart!

Then, two choices are available

– Pay by credit card using PayPal: select PROCEED TO CHECKOUT. An order confirmation will be sent by email.

– Get an instant quote : select your country in the “CALCULATE SHIPPING” box, then click on DOWNLOAD A QUOTE to generate a personalized quote from your cart.

Alternatively, you can send us purchase orders by email at accessory@elveflow.com. We’ll respond within 24 hours!

Can I pay online by credit card?

You can pay any online order with your credit card using our PayPal payment platform. Please note that you do not need a Paypal account to pay.
This is just a payment platform. The following means of payment are accepted on the eShop:Payment Elveflow Accessories

Alternatively, you can also pay orders submitted by email at accessory@elveflow.com with your credit card.

A PayPal paylink for credit card payment will be generated and sent ASAP.

What are your shipping times?

Orders are usually shipped and delivered in 4-5 working days from the date you receive our order confirmation.

If you encounter any problems on the eShop (404 page, account connection issues), please contact accessory@elveflow.com

When does my order arrive? Can I track my order?

You can track your order using Order ID and billing email.

Please note that upon order validation, you will receive a UPS tracking link in an email to track the status and the delivery of your order.

If you encounter any problems on the eShop (404 page, account connection issues), please contact accessory@elveflow.com

With what company do you ship? Can I use my own professional courier service account?

UPS is by default the professional courier service that will be assigned the collection, shipment and delivery of the items ordered from Elveflow Accessories.

You are free to use your prefered alternatives such as UPS, DHL, CHRONOPOST or FEDEX.
In this case, we will send you the package weight and dimensions so that your Administration can organize the removal and the shipping of the product.

What is the minimum order amount?

  • A minimum order amount of 90 € is required to validate the purchase on the eShop.
  • Direct Orders submitted to accessory@elveflow.com also require a 90 € minimum order amount.
    Order Processing Fees are charged for direct validations of purchase orders received. Processing fees do not apply for online orders made on our eShop. Fees are 3 % of the total amount of your order with a minimum of 10 Euro.

Terms & Conditions

Terms & conditions for Elveflow Accessories are available here.

What is your Transport Term? (Incoterm)

Transport term is DAP – Delivered at Place

This term means that the seller pays all the costs of transportation (export fees, carriage, insurance, and destination port charges) up to and including the delivery of the goods to the final destination. The buyer is responsible to pay only the import duty/taxes/customs costs. The buyer also is responsible to unload the goods from the vehicle at the final destination.

About Taxes, shipment and additional fees.

Prices are shown excl Tax & shipment and for online orders.

Order Processing Fees apply for direct validations of purchase orders received (3 % of the total amount of your order with a minimum of 14 Euro). Processing fees do not apply for online orders.

Additional administrative fees can apply if order processing requires further work (e.g. new vendor setup, supporting documents provision, etc…).

Return Policy (defective items, unwanted products)

The following product conditions may qualify for Returned Merchandise Authorization (RMA) :

  • Product returned for Credit: In most cases, Credit (less shipping and 25% restocking fee) will be issued within 15 days of invoice date. NO CREDIT REQUEST IS ALLOWED AFTER 15 DAYS OF INVOICE DATE.
    To return unopened items, contact us to obtain an RMA from us (click here or send email to accessory@elveflow.com) and return the product with the tracking number and a copy of the invoice. If the return is NOT complete and NOT in full resalable condition, the return will not be accepted and a handling fee will be charged. Please also note that sometimes manufacturer will not accept returns for any reason at all.
  • Product returned for Replacement : Replacement is treated as a new order. Follow the above instructions for returning unopened products for credit (NO CREDIT REQUEST IS ALLOWED AFTER 15 DAYS OF INVOICE DATE.) and your new order will be processed. Upon receipt of the payment for the new order, product will be shipped ASAP. Credit for the returned product will be issued if we find it qualifies after inspection.
  • Defective product returned for Refund/Credit:
    Refund will be issued for most defective products within 15 days of invoice date. Defective product must be returned in original condition including packaging, documentation, warranty cards, manuals, and accessories provided at the time of sale together with a RMA and a copy of the invoice. To obtain an RMA,  (click here or send email to accessory@elveflow.com).
    Refund /Credit (less shipping) will be issued upon receipt and inspection of the Dead On Arrival (DOA) product.If an item is NOT defective after inspection, the return will not be accepted and a handling fee will be charged.
  • Defective product returned for Replacement:Most defective items will be replaced within 15 days of invoice date (after 15 days, returned items cannot be credited or refunded). Defective product must be returned in original condition including packaging, documentation, warranty cards, manuals, and accessories provided at the time of sale together with a RMA and a copy of the invoice.
    To obtain an RMA , (click here or send email to accessory@elveflow.com).  For customer who require Immediate Shipment of Replacement: We will ship a replacement immediately, right after receipt of any applicable payment for the replacement from customer. A refund for the defective product will be issued upon confirmation that the defective product has been returned within 15 days of invoice date. For customer who do not require Immediate Shipment of Replacement: Upon receive and inspect of the return unit, the defective unit will be repaired or replaced up to the sole decision of the RMA dept. Replacement applies for DOA (Dead On Arrival: product not working on delivery) products only. If we determine the return is NOT defective, the return will not be accepted and a handling fee will be charged.
  • Remarks :

1.  Non-defective products: Items that have been opened or have a broken factory seal may not be returned for credit/refund or replacement. We are not liable if you order the wrong product. We pay our greatest effort to provide complete and accurate descriptions of our products. Please review the compatibility and technical information of the product carefully and ask us if you have any questions BEFORE placing the order. Many manufacturers will not allow opened, non-defective items to be returned for credit or exchange.

2. Short shipment (missing items) must be reported within 2 days of receipt of shipment.

3.  Damaged Shipment:
Please open and check to make sure item is intact before you or your warehouse person sign for the delivery slip. Any damage spotted in receiving needed to notify driver and mark on delivery slip on site or no later than 2 days of receipt of shipment. Delay reporting or signing delivery slip without opening box and inspection fully may lose eligibility of filing damage claims later.
Keep all original packing material and damage content for courier’s inspection when there is ongoing damaged claim. Please do NOT dispose / use / or send damaged item to other location unless instruction by sender.

4.  Shipping and handling is non-refundable despite any purposes of returns or exchanges. For items shipped via free shipping service to customers, we will refund the unit price less freight and re-stocking fees only after approval of RMA dept.

5.  Replacement  Freight
We will pay ground freight on replacement for defective product ONLY. Shipping charge for any returns from customer should be paid by customer.

6. Price difference : If there is a price adjustment between the date of the order and the date the RMA is issued, the lower of the two prices is applied as refund.

7. Out-of-Warranty products: there is $85 inspection fee required to be paid in advanced before sending item back for inspection. The fee is not refundable whether item is determined be repairable or not.

9. International orders: We provide tech support and parts for self-repair during warranty if applicable. Customers will bear shipping of parts. So is return shipping after repair if equipment needs to send in for investigation. Please notice that we are not responsible for custom duties, taxes and brokerage fee of return goods, or sending back to customers after repair. For more details, (click here or send email to accessory@elveflow.com).