Frequently Asked Questions - FAQ
Welcome to our FAQ page! Here you will find answers to frequently asked questions to help you quickly and easily.
In addition, please also read our General Terms and Conditions (AU | AUROSAN-shop) and our Privacy Policy.
Advice, Quote, Additional Costs
I'm interested in an item, but I'm unsure if it's what I need. Who can advise me?
Please email your questions to service@aurosan.de. We will forward them to the relevant specialist, who will contact you promptly, usually on the same day. Alternatively, you can call us at 0201 21961-701, and we will connect you with a specialist or arrange a suitable callback appointment with one.
I have specific questions about an article. Who can I contact?
Send us your questions by email to service@aurosan.de. We will forward them to the relevant expert, who will get back to you promptly, usually on the same day. Alternatively, you can call us and we will arrange a convenient time for a callback.
In addition to an item, I also require other services such as connection, instruction, or technical service (DGUVV3, MTK, STK inspections; maintenance or repairs). How can I get a quote?
Please contact us by phone at +49 201 21961-701 or by e-mail. A specialist contact person will then get in touch with you immediately.
If you require technical service for medical devices, please include the device type and serial number. Optionally, you can use our form for service needs assessment.
I would like to order a device (directly or via the webshop) and have read that "additional costs" will be incurred. What are these costs and what happens next?
Additional costs may include differing freight and shipping costs, mandatory instructions, software connections (PVS, KIS, LIS, GDT, HL7), initially prescribed validations, etc. Please contact us for further information and a detailed offer by e-mail or via our contact form.
Order, Scheduled Delivery
How can I place an order?
The easiest way to order is through our webshops (aurosan-shop). This offers you the advantage of the fastest possible shipping, usually on the same day, for items in stock. In the webshops, you can collect the desired items, searchable by order number or name, by clicking the "add to cart" button. You can change your order (your shopping cart) at any time until you click the "Buy" button.
Alternatively, you can send us your order by email or directly via our order form, or you can use our free fastOrder app, with which you can also manage your own inventory and monitor expiry dates. Please understand that manual processing of email or fax orders takes more time, and ordered goods may not be shipped until the following day.
Where can I get current order forms?
Standard order forms for saving/printing can be found HERE. You can send these to us by email at service@aurosan.de.
Alternatively, our free fastOrder app offers the option to create individual order lists – we are happy to help with this!
The practice will soon be closed for vacation. However, I would like to place an order beforehand. What happens to the order/subsequent delivery?
Please indicate when your practice reopens when placing your order (email, shop). We will then ship the goods to you on the preceding working day.
Product Availability and Shipping
Is this item currently in stock?
The majority of our items are available from stock or arrive regularly. If your order is time-critical, please feel free to email us at service@aurosan.de to inquire about the expected delivery date. If an item is not available at short notice, we will contact you.
Is there a way to be notified when a product is back in stock?
Unfortunately, there is no standard solution for this yet. It's best to speak with our customer service team to inquire about specific delivery times for individual items and the possibility of a customized solution.
When will I receive my order?
We ship orders on weekdays from Monday to Friday. If you have not received tracking information within 3 days of placing your order, please feel free to contact us.
Once your order has been shipped, you will receive an email shipping confirmation with a tracking number. Alternatively, you can find the shipping service provider information and the tracking number on your invoice.
This allows you to check the current status of your delivery yourself at any time without having to contact us.
Note: Please ensure that our emails do not end up in your spam or junk mail folder.
Is there a minimum order value? When do I have to pay for shipping?
There is no minimum order value.
Please refer to the respective General Terms and Conditions for our shipping cost regulations
(AU | AUROSAN-shop). Please understand that in some cases, shipping costs may differ from those shown in the shops. In such cases, you will receive an order confirmation from us with the actual costs incurred, based on which you can confirm or cancel the deviation.
What shipping options are available?
For parcel shipments, we work with DHL, DPD, GO, and UPS to deliver your goods as quickly as possible. Alternatively, ordered goods can also be picked up. If you wish to do so, please inform us directly with your order (cannot be considered retrospectively). Accordingly, shipping and transport insurance fees will then be waived.
Is express shipping possible?
Express shipping is available upon request. If you require this, please inform us directly with your order (cannot be accommodated subsequently). Deviating shipping fees and a small processing fee will be charged accordingly.
Why do some items incur additional freight costs?
For some types of transport, such as refrigerated shipping, shipping of medical devices, hazardous materials, express, pallets, or shipments requiring increased handling, additional fees apply. More information can be found in the respective General Terms and Conditions (AU | AUROSAN-shop).
Are international deliveries possible? At what cost?
Yes. However, we only deliver certain items within Germany.
Shop customers can find more information about shipping costs under the "Shipping" section. Deliveries to non-EU countries are generally ex works, meaning they are collected and exported by the buyer. Please contact us by email if you have any questions about this.
Ultrasound Systems
Do you offer Doppler?
We offer various ultrasound systems with different features. As we are manufacturer-independent, we provide a wide portfolio of suitable devices from Philips, Siemens, SIUI, Esaote, SonoScape, and Youkey, which include color Doppler and/or pulse-wave Doppler (PW Doppler).
For further information, please feel free to contact us personally or send us an inquiry via email or using the contact form. In addition to ultrasound systems with Doppler function, we also offer standalone Doppler devices. Please refer to our webshop for more information.
What are the alternatives to buying?
In addition to purchasing, there are also options for leasing, equipment rental, or financing. We are also always open to models where payment is made proportionally based on equipment usage.
We generally recommend concluding a service contract with special conditions for the mandatory regular inspections. This way you save money and we can plan reliably.
My ultrasound system has broken down. How quickly can you help me – advise and deliver?
Through our HMT Sono Centers, we have a large inventory of new or used ultrasound systems and probes. Usually, we'll have something to help you quickly, whether as a rental device or for a quick purchase decision. And if not, we have a well-functioning network with manufacturers to help as quickly as possible. When in doubt, call us and put us to the test!
I'm looking to set up my practice soon and need an ultrasound device – actually, a partner for all my medical technology needs. Is AUROSAN the right choice for me?
Yes, we can cover 80% of your needs, from planning to implementation, in-house. The remaining 20% will be affordably sourced from our network as needed. This way, you always receive competent advice while having a dedicated (AUROSAN) contact person.
I have taken over an old practice and would like to know what I need to do regarding medical technology and devices to comply with the Medical Device Operator Ordinance and, if applicable, device regulations, in order to be able to bill. Can AUROSAN help me with this?
Yes, we can. We will arrange an appointment during which we will go through your equipment park with you on-site and discuss where only inspection or maintenance is needed, where repairs make sense, and where we recommend investment. If we receive an order from you during this process, this inspection is completely free of charge. Otherwise, only a moderate expense allowance will be charged.
Do ultrasound systems require regular maintenance?
Yes. In addition to the manufacturer's recommendations, the regulations of the KBV ultrasound agreement apply, which are implemented differently in individual KVs. In principle, it can be said that annual maintenance and regular constancy tests are almost always required.
However, not only ultrasound devices are subject to regular maintenance obligations:
According to DGUV V3, all electrical equipment of a commercial enterprise must be checked for electrical safety at least every 2 years.
For medical devices, the Medical Device Operator Ordinance or its Annexes 1 (STK) and 2 (MTK) apply.
We are happy to offer you the complete testing of all electrical medical and non-medical devices. You get everything from one competent source, and we can support you long-term as an industrial partner.
Online Shopping / AUROSAN Webshops
How do I log into my customer account?
You do not need a password to log in. Simply enter your email address and you will receive a secure, one-time login code via email.
Why is there no longer a permanent password?
Logging in with changing, automatically generated codes ensures more security and convenience. You don't have to remember passwords and can log in quickly and securely via email code.
Do I have to enter my email address every time to get a login code?
No. After logging in, you generally remain logged into the webshop until you actively log out. Therefore, when you revisit the shop, you will usually still be logged in and do not need to enter an email address or request a new login code.
Only if you log out or if your browser or cookie settings are configured accordingly, you may need to log in again.
I haven't received a login code. What can I do?
First, please check your spam or junk mail folder. If you still haven't received an email after a few minutes, please re-enter your email address.
If you continue to not receive an email, please feel free to contact us by phone at +49 201 21961-701 or by email at service@aurosan.de.
In case of technical problems that cannot be solved quickly, you can also send us your order informally by email.
How do I change my address?
In the webshop, you can view and update your personal data at any time in your customer account under "Profile". Please remember to distinguish between billing address and delivery address if they differ.
Wo kann ich eine abweichende Adresse hinzufügen?
Sie können in Ihrem Kundenkonto mehrere Adressen speichern. Beim Checkout wählen Sie einfach die gewünschte Liefer- oder Rechnungsadresse aus.
Eine abweichende Rechnungs-E-Mail können Sie im Feld „Zusätzliche Adressangaben“ eintragen oder alternativ im Warenkorb unter den Bemerkungen hinterlassen.
How can I search for an item in the webshop?
You can click the magnifying glass icon in the menu bar and enter the item name or item number in the search field. If you want to search entire collections for suitable products, either search for them via our menu or enter the category in the search field (e.g. ultrasound, ECG, etc.). Alternatively, you can go directly to the "Search" page.
If you still can't find what you're looking for, please feel free to contact us by phone at +49 201 21961-701 or by e-mail at service@aurosan.de
Technical Service
I require technical service (inspections according to DGUV V3 or STK or MTK; maintenance or repairs). Who can I contact?
Please send us an email with your contact details, a brief description of your request, and ideally also information about the affected devices such as type, serial number, etc. Alternatively, you can use our form "Service Needs Assessment" and email it to us at service@aurosan.de. A specialist contact person from the nearest branch will then contact you shortly, either to ask clarifying questions or to submit an offer directly.
Miscellaneous
How do I identify medical practice supplies?
It is not up to us to determine whether items for doctor's practices must be purchased by the practice itself as practice supplies or can be obtained as consultation supplies. This decision lies with the respective Association of Statutory Health Insurance Physicians (Kassenärztliche Vereinigung - KV), which usually maintains a website with an online catalog "Consultation Supplies". Please check with your KV online or contact us. We are happy to help.
Who do I contact for a complaint?
In case of a complaint, please contact us first by phone at +49 201 21961-701 and send us (photo) documentation by email to service@aurosan.de. Our quality management or a specialist contact person will then get in touch with you.
I would like to cancel/change my order or return goods. Is that possible?
For cancellations and returns, our General Terms and Conditions (AU | AUROSAN-shop) apply, and for the shops, additionally the right of withdrawal. Furthermore, we will try to accommodate you, provided that legal regulations for the return of medicines or medical devices allow it and we can resell goods specifically procured for you elsewhere in a timely manner and without quality degradation.
In case of doubt, please contact us by phone at +49 201 21961-701.
Do you have any further questions?
Simply use the contact form or send an email to service@aurosan.de