FAQ

Clinichain empowers your research journey with flexible solutions. This FAQ aims to answer your questions about our equipment, support services, and how Clinichain streamlines your clinical trials. If you can’t find the answers you’re looking for, you are more than welcome to contact us.

Lead time

  • How many days does it take to deliver standard equipment inside EU?

  • We deliver standard equipment inside EU within three days.

  • How many days does it take to deliver specialized equipment inside EU?

  • We deliver specialized equipment inside EU within three days.

  • How long does it take for someone to respond to my first contact?

  • We always respond within 48 hours.

  • What is an Equipment Delivery Plan?

  • Our Equipment Delivery Plan is a plan that provides transparency into our processes, client expectations, KPIs, turnaround times, and lead times.

Calibration

  • Are the delivered devices pre-calibrated?

  • Each device comes with the correct statement, certificate of calibration, or validation.

  • How long is the duration of the calibration?

  • The duration is normally one to two years depending on the manufacturing statement.

  • Can devices be recalibrated on site?

  • Yes. We deliver recalibration either on-site or via a swap of a device.

  • How long does it take to recalibrate the devices?

  • The duration of the recalibration process is approximately one to three weeks, but it depends on the country.

Price

  • What are the fees that I saw in the quote?

  • In the rental fee, we include services like replacement, repair, customer support, and project management.

  • Why am I being charged for a double shipment?

  • The double shipment refers to the site delivery and pickup.

  • Why are the prices so high when shipping to difficult countries?

  • The prices vary depending on customer duties, taxes, and IOR fees. This is why it makes sense to source locally.

Transportation

  • What is a standard transportation?

  • Standard transportation typically involves shipping equipment to a site using standard packaging through a courier network.

  • What is a White Glove Service?

  • A White Glove Service is a dedicated shipment that provides a premium delivery experience with personalized touches like placement within a specific department, installation, and unpacking of equipment.

Returns

  • Can I return a device?

  • Yes. We have a Standard Operating Procedure (SOP) outlining the equipment return process. You can request a copy directly from your account manager.

  • If I have a broken device, what should I do?

  • Contact your account manager or our support team. They will assist you with a replacement or troubleshoot the issue.

  • Is it possible to return an item that I purchased?

  • Yes, returns are possible. We offer options for exchange, donation, or responsible disposal of your item.

Range

  • Is Clinichain able to source anywhere in the world?

  • Yes. We ship to all the countries where clinical trials are conducted. We can ship or source locally.

  • Is Clinichain able to deliver to any therapeutic area?

  • Yes. Any type of service or equipment for any Therapeutic Area.

IOR and documentation

  • Can Clinichain act as an IOR abroad?

  • Yes, in most countries.

  • Can Clinichain assist us with IOR and broker services?

  • Yes, Clinichain can assist you with IOR and broker services in most countries we serve. Alternatively, we can source equipment locally to expedite delivery.

Early termination

  • How will Clinichain proceed in the case of early termination?

  • The early termination process depends on the terms of your rental agreement. Specifically, we will look at the minimum rental period and any early termination clause that might be included.

  • What is the possible minimum rental period?

  • We offer flexible rental agreements with a minimum term of one month. However, to get the most cost-effective rate, most customers choose a rental period between 12 and 24 months.

Internal process

  • During the process, who is responsible for what?

  • The quality department will handle quality control procedures, while your dedicated project manager will oversee all other aspects and be your main point of contact for any questions or concerns.

Finance

  • Who do I need to get in contact with when I have an invoice question?

  • For invoicing-related questions, contact our invoicing department.

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Other

  • Do the devices have warranties?

  • Yes. The coverage duration depends on whether you are renting or purchasing. Rental agreements include warranty coverage for the entire rental period. For purchases, the warranty lasts for the agreed-upon number of years.