Frequently asked questions
A collection of our most commonly asked questions
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- How do I get a copy of your catalogues and other guides?
These can be found in the Knowledge Hub section on our website and can be downloaded from there. We have reduced the number of paper copies of brochures that we produce and most are now in A5 format. If you prefer a printed copy please request this from info@pi-kem.co.uk or visit one of our stands at the events listed on the website.
- Will I receive unsolicited emails from PI-KEM?
We do send out updates and newsletters from our marketing team that we think will be of interest to customers. If you do not wish to receive this please email info@pi-kem.co.uk and we will be happy to remove you from our mailing list.
- How secure is my data?
Your privacy is important to us. Please see our Privacy Policy on the website. Our staff have undertaken regular training on data protection and cyber security and all software and systems we use are designed with privacy as a priority.
- What if I can’t find exactly what I’m looking for?
Talk to us! Through our contact form, by email to sales@pi-kem.co.uk, or by phoning +44(0)1827259250. One of our Business Development Team will be happy to help. The products and information listed on our website and in our brochures are an overview only. We specialise in the sourcing and supply of materials and equipment that are custom made and specific to a customers requirements.
- How can I meet with a member of the PI-KEM team or view the products you offer?
We are all about meeting people - whether virtually or in person. We offer online meetings via Zoom, Teams, WeChat and WhatsApp and are happy to organise in-person visits to your site or to ours. We do not hold a vast range of non-standard items as we are focussed on providing individualised solutions to our customers. You can also meet us at exhibitions, university pop-ups, or workshops. The events we are attending are listed in our About Us section. Contact your PI-KEM contact, or use our online form or email sales@pi-kem.co.uk to speak to one of our Business Development team who will be happy to speak to you.
- Can you deliver my order sooner than the stated lead time?
We try to ensure all orders are despatched within the stated lead time, and will always try to expedite this if at all possible. Any critical delivery dates should be communicated to us, ideally at the initial enquiry stage. Expedited delivery may lead to increased delivery costs due to using non-standard courier services.
- Can I buy second hand/ display items for a reduced price?
PI-KEM supply a wide range of products to meet all budges and requirements, we occasionally have ex-demonstration models or we can offer some equipment on a lease scheme Please contact us through our online form or by emailing sales@pi-kem.co.uk to discuss the item you are interested in and your budget.
- I need to pay for goods using multiple budgets - can you support this?
Yes! We can split invoices across multiple research budgets to suit your procurement requirements. Please discuss this during the quotation stage with your PI-KEM contact.
- Do you have any products on stock?
We have a wide range of standard products and consumables that we keep on stock. We also offer a call-off order service for customers. Please contact us using the contact form or by emailing sales@pi-kem.co.uk to discuss your exact requirements.
- Do you offer precious metal reclaim?
We do but for academic and commercial business only, we cannot offer reclaim of personal items. Please see our Precious Metal Reclaim page under Services, or contact sales@pi-kem.co.uk for more information
- Does PI-KEM offer samples?
For many of our products, PI-KEM can offer small size quantities at low cost, which customers find useful to qualify their requirements. Please contact our Business Development team if you require a sample of material for a specific reason or project and they will be happy to discuss your exact requirements.
- When will I receive my order?
Estimated order despatch dates will be provided at quotation and order acknowledgement stages. We ask customers to advise any critical delivery dates at time of their initial enquiry. After despatch from PI-KEM a tracking number will be sent out and once delivery can be seen the proof of delivery will be sent. Any significant delays will be communicated to customers by our customer service team. For any further updates please use our contact form or email customerservice@pi-kem.co.uk
- What are PI-KEM's standard payment terms?
Our standard payment terms for customers with a credit account are net 30 days from the date of the invoice. Our full terms and conditions are referenced on all documents and can be found on the website. Alternative payment terms maybe available and must be agreed in writing at the time of ordering. Customers may be required to pay up-front or at the time of ordering goods and this will be discussed at time of quotation and confirmed at time of ordering . This payment can be made in several ways to meet customer preference. Please contact us to discuss further.
- How do I get a proof of delivery (POD)?
Tracking details will be sent as we despatch your goods from PI-KEM. Our logistics team will also track your shipment, and once delivered will send a proof of delivery to you. If you require a copy of the POD, please use the delivery contact form to request this.
- What do the Incoterms (custom codes) mean?
Adam Gadsby, our Head of Operations, has written an Insights article on this - please see our Knowledge Hub to read it.
- Does PI-KEM offer an equipment repair service?
We do offer a repair service as well as supplying spare replacement parts. Our repair team have received technical training from the Distributors we represent, and will work with their experts to identify issues and complete any additional work, or provide remote assistance for customers to repair their equipment 'in situ'. When equipment has to be returned to PI-KEM our logistics team will assist with this. In some cases equipment will need to be returned to the manufacturer and this will be advised after the initial assessment process. Our equipment experts are always available to discuss how to get the best out of your piece of equipment, and to discuss options for maximising your return on investment. Contact our Battery and Material Processing Team who will be able to support any of your enquiries.
- How can I stay updated on the latest products and developments from PI-KEM?
You can stay informed about our latest products and company news by subscribing to our newsletter, reviewing our Knowledge Hub or following us on our social media channels. https://www.linkedin.com/company/pi-kem-ltd/mycompany/
- Does PI-KEM provide material safety data sheets (SDS)?
Yes, we provide detailed SDS for all relevant products. These can be requested using our contact forms from our customer service team, or by emailing them directly on customerservice@pi-kem.co.uk
- Can I return a product if it doesn't meet my requirements?
PI-KEM prides itself on providing the correct materials or equipment that a customer has ordered, and send out an Order Acknowledgement document to customers for every order places with us. We do have a return policy in place for products that don't meet agreed specifications. If you have any issues with a product please contact our customer services using the contact form or by emailing customerservices@pi-kem.co.uk.
- What shipping options are available, and how long does delivery take?
We offer various shipping options to suit different needs and budgets, including standard and expedited delivery. Delivery times vary based on location, stock levels, manufacture time, specialised transport requirements and the specifics of the order. We ask all customers to advise us of any critical dates or specific delivery requirements at the time of quoting, allowing us to work with our suppliers to determine if we can achieve those deadlines for them.
- How does PI-KEM ensure the quality of its products?
Quality assurance is paramount at PI-KEM and we are proud to be an ISO9001:2015 accredited company. We source our materials from reputable suppliers and track any issues through our case management system. Any quality concerns will be fed back to suppliers and, if necessary, an alternative source from our wide network of manufacturers will be used.
- What payment methods are accepted by PI-KEM?
We accept a range of payment methods, including credit/debit cards, bank transfers, and PayPal. We offer invoicing in GBP, USD and Euro, customers will be asked their currency preference at time of quotation. We do use pro-forma and pre-payment schedules and, if applicable, this will be advised at time of quotation. Our online payment system, Cardnet, is secure and easy to use.
- Can PI-KEM provide technical support for their products?
Absolutely. Our team of experts offer comprehensive technical support and guidance on all our products. If we do not have the answer, we have excellent relationships with all our suppliers and will reach out to them for support when needed. We're dedicated to ensuring our customers make the most of their purchases.
- Does PI-KEM offer custom manufacturing services?
Yes, we work closely with our suppliers to offer bespoke manufacturing services to meet customers specific requirements. Our team works with our customers to produce novel materials, specifically sized components and customised equipment, tailored to their unique specifications. If you have a need for a specific product, material, quantity, form, or size please reach out to our Business Development Team using the contact form to discuss your enquiry further.
- How can I place an order with PI-KEM?
By contacting our team directly via our contact form, email to sales@pi-kem.co.uk, or phone, +44(0)1827259250. We ensure a streamlined ordering process for your convenience.
- What types of materials does PI-KEM supply?
PI-KEM supplies a wide range of advanced materials for scientific research, development and manufacturing, including ceramics, graphene, powders, and various high-performance metals and compounds. We cater to the needs of both academic research and industrial applications. If there is a non-organic advanced material that you are looking for please reach out to us through our contact form or on +44(0)1827259250
