Frequently Asked Questions (FAQs)


G1. How do I order?

You can order online or offline.

Online: Please register and checkout/pay online using Paypal. Recommended for small order values to avoid paying telegraphic transfer fees. An invoice will be sent to you automatically to the email you have provided upon registration.

Offline: Please send a Purchase Order (PO) to We will send you a Pro-forma invoice with banking details for you to make payment to (telegraphic transfer). Once payment has been made, your order will be shipped to you within 48 hours (terms and conditions apply).


G2. Will Aer Sampling components work with my existing equipment?

In general, yes (no guarantees on custom made items, although usually, those fit too). We follow industry wide standards on all our components.


G3. Does Aer Sampling have designated distributors?

No. Anyone (including equipment distributors/re-sellers) can buy directly from us. We treat all customers the same in terms of prices and support. This setup helps us to provide you with the best possible prices and support 24/7.

Direct contact with the end-user of our products also helps us design more useful products.


G4. How do I get a quotation? 

The price for all standard products are available online so a quotation is usually not necessary. You don't have to register to view the prices. It is the same for everyone. If you need a list of products that you want with their prices, we suggest that you add them to the shopping cart and print the page out.

For customized products or products that might be unlisted, please contact our friendly Customer Service and Sales Representatives at

Prices of all products are reviewed continually. But changes are made only at 6pm to 6:59pm (San Diego; PST - Pacific Standard Time; UTC/GMT -8 hours) on the 25th of each month. If the price of a particular product is not changed at 7pm, it will not be changed until the next 25th of the month.


G5. Do I get any technical support/service for my order?

Yes! All orders come with one-month technical support for free. Fair use policy applies. Please visit the “Additional Technical Support” product page for more details on how technical support works.

For non-technical questions, please contact us via phone/email for the fastest response. Visit the “Contact Us” page for more information.


G6. Do you have a local office in my country?

In order to bring you the best prices, we cannot afford to maintain offices in every country in the world.

However, we do have toll-free numbers in many countries that you can contact us for free.

You can also contact us via email at for all sorts of inquiry. It is a shared email so someone is always there to respond to you. 


G7. How does your 14-days cash back guarantee works? 

Notify us at that you intend to return the items you have purchased within 14 days of receipt of the shipment at your location. We will send you a “Returns of Goods Authorization Form” to fill up.

The item(s) must be standard items (excludes custom and unlisted items) and unused and undamaged and in their original packaging with all accompanying accessories/documents intact.

All shipping charges (via our collect account with our shipping vendor such as UPS) and import duties/fees/taxes and bank handling fees are borne by the Customer.  A re-stock fee of USD 200 will be deducted from the final amount refunded.

Customer must be an ISO/IEC 17025 accredited laboratory.

Please refer to the “Terms and Conditions” page or contact us at for further details.


Shipping Charges and Import Duties/Fees/Taxes

S1. Do you ship to my country?

We ship to many countries in the world via UPS. If UPS is in your country, more than likely, we can ship to you. Please check the FAQs below for the countries we do ship to. If you are not located in one of those countries, please contact our friendly Customer Service and Sales Representatives at to see if we can help you.

Aer Sampling ships DOOR to DOOR unless otherwise instructed. You would be prepaying 1) Shipping/freight charges and 2) other governmental duties/fees/taxes.

Governmental duties/fees/taxes are prepaid to expedite shipment to your doorsteps. Please refer to the FAQs below for more details.


S2. What are your shipping charges?

Shipping charges are based on the value of your order and location. It is DOOR to DOOR with insurance included.

Unless otherwise mentioned (i.e. in a separate quote for custom made items), the table below list out all the standard shipping charges.

S3. What happens if items I receive are broken or wrong by accident?

Your shipment is covered by insurance (included in the shipping charges). Aer Sampling also packs all products according the UPS Packaging Advisor's Packaging Guidelines (usually for damage type "Shock" and "Vibration").

In the unlikely event of damage during shipping, please assist us to start the UPS "Damaged Package Claims Process" ( by emailing to us at least two photos of each damaged product (overview and for each damaged portion) within 14 days of receipt. Our Customer Service and Sales Representatives will assist you in making a claim.

If you have received the wrong items, please also take a photo of the wrong product and emailit to us within 14 days of receipt. Our Customer Service and Sales Representatives will assist you in correcting that problem.

Our policy is to replace items sent to you free of charge (re-shipping and duties/fees/taxes is also free) if it is our mistake. The item sent wrongly to you might be collected by our courier service (in your country/region) at no cost to you.


S4. What are the import duties and import fees (port handling etc.) and GST/VAT/sales tax of each of the country that you do ship to?

Government regulations on import duties/fees/taxes may be different. If the amount prepaid by the Customer is inadequate, Aer Sampling reserves the right to hold goods at port of entry until customer has cleared the difference. If the amount prepaid is in excess, Aer Sampling will refund cash to the customer (after deducting the applicable bank transfer fees) or convert excess to company credit.


S5. How long will it take for my order to arrive?

Once payment terms have been met, we usually process orders and ship out within 48 hours. A tracking ID and instructions on how to use it will be provided to you.

It will then take 1-2 weeks for UPS to deliver to your country and another 1-2 weeks for customs (in your country) to process it. So, it will take approximately 1-4 weeks for your order to be delivered to your doorsteps.

Aer Sampling will do our best to ensure timely deliveries but we cannot be held responsible for delays due to factors beyond our control.

Please allow time for orders with custom/unlisted products.



P1. How do I pay Aer Sampling?

We currently accept Paypal and bank/telegraphic transfer. Please use the following instructions to pay: 


  1. Make payment at Step 3 “Review and Pay” of the check out process via the online shopping cart.
  2. Once successful, goods will be shipped out as promised and tracking number (and instructions to use tracking number) will be provided.

Bank/Telegraphic Transfer:

  1. Send your Purchase Order (PO) to get a Pro-forma invoice with Aer Sampling’s banking details.
  2. Make payment.
  3. Email with the following:
    1. Your PO number or Aer Sampling’s Order Number
    2.  A scanned copy of the telegraphic transfer slip (or just a screenshot if transfer is made online)
  4. Once successful, goods will be shipped out as promised and tracking number (and instructions to use tracking number) will be provided.


P2. Can I pay by installments (or other similar arrangements)?

Unfortunately, to bring the best value to our customers, we cannot afford to hire collection agencies/executives all over the world. So, we only take 100% prepayment before delivery right now.


P3. What currencies do you accept? 

All prices/transactions are in US dollars (USD).


P4. Any other fees to buy from Aer Sampling? 

Bank Handling/Transaction Fees are as follows:

  • Telegraphic/Bank Transfer: USD 30 per transfer
  • Paypal/Mastercard/Visa: 4.4% of subtotal


P5. How do you calculate all the different charges and fees and import duties/fees/taxes?

Import duties/fees/taxes are determined by your local regulatory agencies.

Example 1:

Order value USD 500
Shipped to Egypt
Paid using Paypal
Shipping fees = 300 (Insurance included)
1stsubtotal = 800

Paypal fees = 4.4% x 800 = 35.20
2ndsubtotal = 835.20

Import taxes/fees/duties (2 + 10 = 12%) = 12% x 835.20 = 100.22 (Paid to the government; prepaid by the Customer)

Final payable Invoice Total = 935.42


Example 2:

Order value USD 20,000
Shipped to Egypt
Paid using Telegraphic/Bank Transfer
Shipping fees = 1100 (Insurance included)
1stsubtotal = 21,100

Telegraphic/bank transfer fees = 30
2ndsubtotal = 21,130

Import taxes/fees/duties (2 + 10 = 12%) = 12% x 21,130 = 2535.60 (Paid to the government; prepaid by the Customer)

Final payable Invoice Total = 23,665.60

Note: Subject to change without notice. Please refer to the table of governmental import duties/fees/taxes in this list of FAQs. 



O1. What are your hours of operation? When can I call in?

We are open Mondays through Fridays from 9AM to 5PM local times. Please refer to the table below. If you need help with anything after these times, please email us. You can expect a reply within the day.

Regional Head Offices Time Zones


Pacific Standard Time (PST: GMT/UTC -8) and Pacific Daylight Time (PDT: GMT/UTC -7)
Singapore GMT/UTC +8
UK GMT/UTC +0 and GMT/UTC +1 (BST: British Summer Time)


O2. Can I pick up products at your facility? Can I visit your facilities/offices?

Yes, you can. Please call us to schedule a date and time of pickup/visit to make sure that someone suitable is available to attend to you.

Each person visiting us is required to complete a “Visitors to Aer Sampling Form”.


O3. How long are the online prices valid for?

Prices of all products are reviewed continually. But changes are made only at 6pm to 6:59pm (San Diego; PST - Pacific Standard Time; UTC/GMT -8 hours) on the 25th of each month. If the price of a particular product is not changed at 7pm, it will not be changed until the next 25th of the month.


O4. How do I request a product catalog or product brochures?

We do not print physical catalogs at the moment. However, catalogs and product brochures (with detailed specifications) are all online, and it can be viewed at your convenience 24 hours, every day of the year.


O5. How can I find a complete list of products?

On our website/online catalog,, which we strive to make as complete and updated as possible.

In the case that you cannot seem to find what you need, please use the “search” function on our website or contact our friendly Customer Service and Sales Representatives at


O6. What are the maximum recommended temperatures of the material(s) in your products?

Stainless Steel - 650°C (1200°F)
PFA Fittings - 177°C (350°F)
Borosilicate Glass - 480°C (900°F)Inconel - 980°C (1800°F) Quartz - 900°C (1650°F)
Viton® O-rings - 260°C (500°C)
Graphite Ferrules - 980°C (1800°F)
Glass Filled PTFE - 315°C (600°F)


O7. How does your technical support work?

Please refer to the “Additional Technical Support” product page or email us at for further details.


O8. Do you provide training on the products you sell?

We provide training via complete but concise videos. You can reuse these again and again for old and new employees. We are working hard to provide different types of training videos for you

You can also choose to hire one of our engineers to visit you to conduct training.

In combination with the technical support we provide, we hope to solve all your training requirements.


O9. Do you rent equipment out?

Unfortunately, we are currently not setup to rent out equipment.


O10. How do I use the wizard?

Just click on the chemicals and countries you need to do stack sampling for and the wizard will show you the product sets that are recommended by us. Please note that this is only our recommendations, for the actual requirements, please consult your local environmental protection regulatory agency(ies).

Please note that there may be overlapping products. You can delete the overlapping products by customizing your desired quantity at the product set page(s).


O11. What does “product sets guaranteed complete” mean?

It means that unless otherwise mentioned, these sets contain everything that is in the corresponding sampling methods. The items in these sets are selected to enable immediate sampling upon unpacking.

Usually (but not definitely), they include all the items (including a complementary instruction manual) needed to conduct the sampling method except for “sample recovery” and “sample collection”.

Please refer to the respective “sampling method set” product pages or contact us at for more details.


O12. Does Aer Sampling repair and/or re-test/re-calibrate items? 

Yes, we would need to inspect the items first and charges apply. Please refer to the respective "inspection/re-calibration" product page for more information.


O13. Which configurations (Standard, Flexible, Handy) should or can I use?

The pre-sampling setup is frequently the most time consuming part of isokinetic stack sampling jobs. Because of this, we have made the “Flexible” and “Handy” configurations to be lighter and less bulky to reduce the time and effort needed to setup the equipment to do a stack test.

However, because of different materials used for the “Flexible” and “Handy” configurations, we suggest that you refer to the relevant regulatory agency in your region/country for approval.


Information presented here is subjected to Aer Sampling Group's terms and conditions.
Doc ID: AERHQWW-faqs-en
Last revised: 3; 8.10.18