(844) 540-9810 For Veterinary Repairs Only, 4575 Hudson Drive Stow, Ohio 44224
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Dear Valued Customer:
This letter is to inform you of a change that we will be making to our repair process documentation beginning August 15, 2016. As of this date, you will see a modification to our repair forms, which is necessary to process your repair. Please note, that in addition to the information you already provide such as model number and reported problem, you will be required to specifically acknowledge that the instrumentation and/or device being sent in for repair has been cleaned and decontaminated in accordance with all federal, state and local laws and regulations. If you are not able to provide this acknowledgement because you are unable to decontaminate your instrument or device, you must properly package the instrument or device and label it as a bio-hazardous material in accordance with OSHA and DOT regulations to protect workers who handle the package during transit and on receipt.
If the repair form or SRN document accompanying your instrument or device does not include the cleaned and disinfected acknowledgement, your repair will be delayed until someone from your facility can provide the proper acknowledgement. If you are unable to provide the proper acknowledgement, our lab will decontaminate the instrument or device, and your facility will be charged a fee for decontamination.
While IMS has always followed the practice of decontaminating instrumentation and devices as necessary, the new acknowledgement process simply provides more formal documentation of practices required by law and mimics what is required from the Original Equipment Manufacturers.
We thank you for your support in this effort to further ensure the safety of our employees and all individuals who come in contact with medical devices that have been used in patient procedures. We look forward to serving you in the future and thank you for your continued business.
IMS Animal Health
Please print and fill out the appropriate repair form and ship with your repair.
How do I send in my repairs?
Be sure to wrap instruments using as much packing material as you can to ensure safe transport. Include our Surgical Instrument Repair Form with a contact, phone number and be sure to list any special requests or specific repair information. You can ship using UPS, FedEx, DHL, or the U.S. Postal Service. (We recommend using a service that you can track in case shipments are lost or damaged during transport.)
How long will it take for our instruments to be repaired?
Once we receive your instruments, our repair turn-around time is 1-15 business days depending on the work required to complete the repair.
Can I track my repairs?
Yes, create an account to track your instrument repairs.
What do I do if I'm not satisfied with my repairs?
Each instrument serviced by IMS is backed by a 100% satisfaction guarantee. If for any reason you are not satisfied with the quality of our workmanship, we will re-evaluate the instrument. No questions asked!
I would prefer to know the cost of the repairs before they are done, is this possible?
Yes, just indicate on the paperwork sent in with the instruments that you would like an estimate before the repairs are completed. You will get a call when we receive the instrument and an estimate will be given at that time. We process all repair orders as pre-approved unless stated otherwise.
How will my orders be shipped back?
Your order will be shipped back via Fed Ex ground unless specified differently.
Can you repair any manufacturer's instruments or just Spectrum/IMS?
IMS services all makes and models of surgical instruments.
How often is it recommended to service my instruments?
There really isn't a set schedule on how often instruments should be serviced. They should be inspected and tested by staff members regularly. Here are some of the characteristics you should look for during the visual inspection: Thumb Forceps, Rongeurs, and Hemostats. Make sure the tips line up with normal finger and thumb pressure. Needle holders. Close the instrument ratchets to the first notch and hold it up to a bright light. If you can see light through the jaws, it's time to send it in for repair. Scissors. Open the scissors and check for pitting marks on the inside of each blade. Scissor test material is used to check the sharpness of the scissor. If it does not make a clean cut or pulls the material, it's time to have them sharpened. Osteotomes, Gouges, and Elevators inspect the tips for rough edges.
Can you repair Clipper Blades?
Yes, we can! Make sure when sending in clipper blades to wrap them in bubble wrap, newspaper or paper towel to make sure that teeth do not get broken during shipping.
Can you repair Clipper Motors?
Yes, we can! Please note on the form the specific issue you are experiencing with the motor.
What if one of my instruments is not repairable?
We will return the instrument to you clearly labeled non-repairable with information to contact customer service if you would like to purchase a replacement.
Can you color code our instruments and what colors do you provide?
Absolutely! We can color code both new instruments or instruments being sent in for repair & sharpening. We have a variety of colors. We can color code black, blue, baby blue, navy blue, gray, brown, mint green, hunter green, salmon orange, pink, lavender, violet, purple, red, white, or yellow. This is a very involved powder coating process and can only be completed by sending your instruments to our repair facility, located at 4575 Hudson Drive, Stow, OH 44224. We can also remove any chipping or flaking previously coated instruments & re-color them.
Click here for color options
Does IMS provide loaners?
IMS does not provide loaners for our Animal Health Division.
Does IMS warranty their surgical instruments?
IMS offers a limited lifetime repair guarantee on all German-grade surgical instruments. See our Veterinary repair guarantee for more information.