Frequently Asked Questions

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1.    After Sales Services FAQs:


a.    Are you exclusive agents for the products you provide?


Yes. You can get more information on Knowledge > Certifications and Documentation


b.   What are the standards warranty terms that you provide?


The standard warranty terms are 12 months from date of delivery or 13 months from date of installation, whichever comes first.


c.    Can I maintain my equipment at Prime even after warranty period is over?


Yes surely. Please contact us in case of any request or submit a request through Services > Technical Support.


d.   Does Prime maintain equipment not sold by it?


             No, we only provide our services for the instruments purchased through us.


e.    If we buy instruments from Prime, how much it costs to do the start-up training?


Start up training and commissioning is by standard, for free, unless explicitly states as such in the price offer.


f.     Is it possible to get extra training in the future?


Yes indeed. Extra charges apply for additional training. Please submit a request on Services > Technical Support.


g.    Is it possible to find spare parts for our purchased instruments? And how do we order?


Yes it is. Most consumable spare parts are ex-stock. For special spares, it can be ordered from abroad.


h.   If a problem happens with an instrument, how do we report the issue to Prime?


You can either contact us by phone or email, or fill in the form found in Services > Technical Support, which is quicker.


    2.    Orders and Deliveries FAQs:


a.    What is the standard delivery time for ex-stock items?


2 to 3 working days per order for items received from our store. Please make an appointment prior to arriving for receipt via our phone +249 155 155 311 or +249 155 155 312


b.   Do you provide delivery service for your orders?


Yes indeed, we have standard delivery service which delivers according to the following schedule with a lead time of 5 to 7 working days for ex-stock items:


Khartoum – Mondays or Tuesdays of every week

Omdurman – Tuesdays of every week

Khartoum North – Wednesdays of every week

Delivery is free for orders SDG 5,000 and above.


For express delivery, the lead time is 2 working days. Charges apply depending on volume and weight with maximum of 25 kg. Service provided through courier.


For same day delivery, extra charges apply, depending on volume and weight with maximum of 25 kg. Service provided through courier.


For high volume items or items above 25 kg weight, delivery and labor charges may apply.


c.    Can I order through Prime products that need to be imported? What are the requirements?


Yes it is possible. Prime is able to provide items from overseas with CNF/CIF Incoterms. Recipient is bound to obtain all necessary permits and approvals from relevant authorities. Due to CBOS recent regulations, door to door delivery is currently on hold for import orders into Sudan.


d.   What is the standard lead time for imported items?


It varies from item to other depending on the origin and availability, however, it takes in general between 8 to 12 weeks.


e.    How do I order from the online shop?


Click (add to cart) on each item you wish to order and determine the quantity. After finishing, you can checkout, add your address and submit the order. We will gladly receive your order and it will be booked and you will be notified of the delivery date. The term for delivery is Cash on Delivery. Payment is acceptable via cash, check, or wire transfer.



    3.    Customer Related FAQs:


a.    How much validity do you provide for your offers?

       The standard validity period for our offers unless mentioned otherwise is 15 days from quotation date.



b.    What are your standard payment terms?

      Cash on Order 



c.    How do I confirm my purchase?

      By submitting payment equivalent to the purchased amount.



d.    Is it possible to return or exchange purchased goods?

       Yes it is possible to return or exchange purchased goods within 30 days from receipt provided:

       1. The goods are in acceptable condition and in original packaging.

        2. The goods are fully paid for.

        3. The goods are not consumed or could be considered as used.


e.    How do I initialize the warranty on my purchased instrument?

      Warranty on purchased instruments can be initialized by:

    1. Receiving an Installation Note from our certified service personnel.

      2. Or, for minor instruments not requiring installation, receiving an invoice confirming the purchase.



f.    How do I register for a training seminar?


Online via our training portal on Services > Trainings and Seminars. After registration, you will receive an invitation letter confirming the registration.



g.    How do I request an offer for my requirements?


      You can contact us by phone, or email. Or alternatively, submit a Quotation Request via Services > Quotation Request, which is faster.