Frequently Asked Questions

How do I obtain a MSDS?

By being ISO 9001:2000 Certified, Copan Diagnostics, Inc. has demonstrated its ability to not only provide products that meet customer and regulatory requirements, but also its commitment to improve customer satisfaction through the effective application of its quality management system. ISO (International Organization for Standardization) is a non-governmental organization developed to establish worldwide Quality Assurance Standards. Meeting the requirements of ISO is not an easy task and it is considered to be a great achievement.

How do I obtain a Certificate of Quality Assurance?

Please call Customer Service at (800) 216-4016 to obtain a Certificate of Quality Assurance. When requesting the Certificate, please have the product catalog # and lot # ready.

How can I track the status of my order or shipment?

Please call Copan Customer Service to obtain the status of your order. Please have your Purchase Order and Product Catalog # available.

What is your return policy for products?

Returns for products ordered directly from Copan Diagnostics must be coordinated through our Customer Service department within 48 hours of receipt of damaged or incorrect goods. Customers will receive a Returned Goods Authorization # (RGA) to initiate and track the return process. Returned goods must be packaged and returned in the original box. Once RGA# has been issued, the goods must be returned to Copan within 10 business days in order to receive a credit memo or replacement goods.

For returns due to customer ordering error, a 10% restocking charge will apply. Copan is not responsible for any freight charges for returned goods unless shipment is incorrect when compared to customer Purchase Order.

Copan will not accept returned goods and/or credit customers for goods which were damaged while in transit to customer unless shipment is refused when delivery is attempted and/or documented with freight carrier at time of receipt.

How do I file a complaint if I have defective product?

Please submit all complaints regarding defective product to a Customer Service Representative. Please provide lot number, product batch, photos, samples and all relevant information. The complaint will be reviewed by Copan’s QA group and appropriate corrective action will be taken.

What types of payment methods does Copan accept?

Customers can establish a credit account with Copan by verifying credit information and providing the appropriate licenses for distribution and use. Copan also accepts VISA, MasterCard, American Express, or wire transfers as valid payment options.

What are your standard shipping terms?

All orders will be shipped within 5 business days of order receipt (depending on inventory availability), unless an alternative ship date is specified, via the most economical mode of transportation. Copan has a variety of shipping methods available to efficiently service your institution. If you request special transportation and/or packaging, additional charges may apply

How do I obtain technical assistance with a product?

To receive technical assistance with a product, check the Technical Support Section of the website or please call our Customer Service Department at (800) 216-4016.

What are Copan’s payment terms?

After credit approval, payment terms are Net 30 days. Balances remaining unpaid after 30 days are subject to a 1.5% per month late fee.

Does Copan Specimen Collection Swabs contain traces of Latex?

No, Copan Specimen Collection Swabs do not contain Latex.

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