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Shipping & Returns

Expected shipping times

Orders are shipped from Monday through Friday. Weekend delivery is not available. Products will be sold from stock, unless otherwise stated in the purchasing process. You will be notified when an item is not in stock which will introduce a delay in the delivery time. We do not partially ship orders so when one required item is in stock but another is on a non stock lead time then you should split the order.

Once your product(s) has shipped, you will receive a shipment notification via email from our shipper United Parcel Services (UPS). In this email, you will find the tracking number of the shipment. Also feel free to check your order in the ´my account´ section on our site which will show updates as your order is fulfilled. You have to logon first to see this information.

Although Mass Flow ONLINE expects the shipper to deliver on time, there will always be a small chance that the shipper may experience unexpected delays, you will be notified when this happens.

Mass Flow ONLINE cannot ship to P.O./A.P.O/F.P.O Box addresses.

Shipment Refusal

If your shipment arrives at the "ship to" destination and is refused, we will contact you to verify the address and notify you of when a second delivery attempt will be made. If we cannot reach you within one week, your order will be cancelled.

Exchanges/Returns

  • When returning an instrument first arrange an RMA number from us by filling in the RMA request form
    After filling in the RMA request form you will receive an email with the RMA number, this email must be printed, signed and enclosed with the return shipment.
  • All items that are received without a valid RMA number and without a signed declaration on Contamination of Instruments and components will be refused.
  • Box the product(s), making sure to include all the original packaging, any included accesories, a copy of the original packing list, and mail to:
    Mass Flow ONLINE BV
    Service Department
    Nijverheidsstraat 1A
    NL-7261AK RUURLO
    The Netherlands

Additional return information

Return Processing Time and Notification
Once Mass Flow ONLINE has received your returned item(s), we will process your return within 5 working days. During this time, we will check the claim and decide if the claim is covered by our guarantee. You will be notified by email.

Unnecessary RMA requests
Unnecessary RMA requests, i.e. RMA requests for products that are still properly functioning, will be invoiced at €80.00 (excl.VAT and shipment costs).

Return Shipping
Shipping charges for return product(s) to Mass Flow ONLINE are the responsibility of the customer. Mass Flow ONLINE recommends that you always ship the product(s) with a shipper that can be tracked. Mass Flow ONLINE cannot be held responsible for lost products unless there is a signature proof of delivery. 

Express returns
Mass Flow ONLINE offers an express return service. If you would like to use this service, please follow this procedure

  • Be sure the claim you will send is covered by our guarantee
  • Order the exact instrument you will return to Mass Flow ONLINE as a new one
  • In the purchase process for the new instrument, put into the notes for this order that it is ordered for an express return and finalise and pay this order. Write down the order numer, you will need it later.
  • Go to our RMA request form and completely fill in this form, mark the return as an express return and fill in the ordernumber from the former step
  • You will be credited for this order when Mass Flow ONLINE receives the returned instrument and agrees that the claim falls under guarantee

Damaged in shipping
If your shipment was damaged in transit, we will gladly send you a replacement. Don´t sign for delivery in this case

What is covered by guarantee
The guarantee includes all initial and latent defects, random failures, and indeterminable internal causes.
It excludes failures and damage caused by the customer, such as contamination, improper electrical hook-up, dropping etc. Re-conditioning of products primarily returned for guarantee service that is partly or
wholly judged non-guarantee may be charged for.
The customer pays for freight charges. If the product has been returned collect to Mass Flow ONLINE B.V., these costs are added to the repair invoice. Import and/or export charges, foreign shipping methods/carriers are paid for by the customer.

Exchange policy

No products may be returned to MFO without prior authorization from MFO otherwise the delivery will be refused. 

1) The exchange of a stock item from Mass Flow ONLINE can only be completed if;

  • An incorrect item has been delivered by us, or
  • an incorrect item has been purchased by the customer

2) Returned items must be new and unused. Used and/or old items cannot be credited. Freight costs will not be credited.

3) Articles must be returned Franco in their original packing box or a suitable transport package.

Credits

1. Incorrect delivery by Mass Flow ONLINE

  • 100% credit of the Nett order value.
  • 100% credit of the freight costs of the return

2. Incorrect purchase by customer of standard stock items without exchange for other items.

  • 80% credit of the Nett order value if returned within 14 days minus freight costs eventually paid by Mass Flow ONLINE.
  • 65% credit of the Nett order value if returned after 14 days but within 2 months minus freight costs eventually paid by Mass Flow ONLINE.
  • After two months stock items are only accepted if articles are still part of the standard stock items. Credit will be applied by a case-by-case basis.
  • Costs for diagnosis might be applicable. We recommend that you discuss this prior to return.

3. Incorrect purchase by customer of standard stock items with exchange for other items.

  • 100% credit of the Nett order value if returned within 14 days minus freight costs eventually paid by Mass Flow ONLINE.
  • 90% credit of the Nett order if returned after 14 days but within 2 months minus freight costs eventually paid by Mass Flow ONLINE.
  • After two months stock items are only accepted if articles are still part of the standard stock items. Credit will be applied by a case-by-case basis.
  • Costs for diagnosis might be applicable. We recommend that you discuss this prior to return.
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