Frequently Asked Questions
Purchasing
Can I get some help choosing which product I need?
One of our sales advisors will be happy to help you. Please use the form on the contact us page.
How do I place an order?
Please send your purchase order directly to your sales advisor.
Do you ship internationally?
We ship to most countries and territories. We do not ship to countries where this is prohibited by UK law.
Can I buy through a reseller?
Yes. You can find details of our approved resellers on the how to buy page.
How long will my order take to ship?
The time taken to ship your order depends on the specification of the product you have ordered. Your sales advisor will be happy to give details.
What is your return policy?
We offer a 30-day money-back guarantee on standard products.
Can I change or cancel my order?
This is normally possible. Your sales advisor will be able to help with this.
Trials and Demos
How can I book a trial unit for evaluation?
Please visit the book a free trial page.
Calibration
Do I need to get my product calibrated?
Some versions of our products do require calibration. Your sales advisor will be able to advise you on this.
How can I book a calibration?
One of our sales advisors will be happy to help you with this. Please use the form on the contact us page.
Can I get my product calibrated by a third-party?
Yes, that’s fine. Please contact technical support to get the latest Calibration Procedure document for your product. Along with detailing the calibration procedure, this document also lists the required minimum specifications for the calibration equipment.
Firmware Updates
Can I get a firmware update for my product?
Firmware downloads are available on the software downloads page.
How do I install the new firmware?
Please follow the instructions in the user manual available on the product literature downloads page.
Support and Warranty
I have a problem with my product. How do I get support?
One of our technical support advisors will be happy to help you. Please visit the technical support page to request technical support.
Why is my GPS/GNSS antenna losing lock?
For optimal performance, the GNSS antenna should be installed in a location with a clear unobstructed view of the sky. For most installations, this would normally be on the roof of your building. If roof mounting isn't possible and you need to install the antenna on a building wall, choose the equator-facing side to maximise satellite visibility. For comprehensive installation guidelines, please consult the user manual available on the product literature downloads page.
Why is my low frequency radio time signal antenna losing lock?
Low frequency radio time signals (for example WWVB, MSF or DCF) are highly vulnerable to local interference. To ensure the best operation, please install your antenna away from anything electrically noisy. The orientation of the antenna is also important. For specific instructions relating to your product, please refer to the installation instructions in the user manual available on the product literature downloads page.
How long is the warranty period?
Our products have a five-year warranty.
Can you repair my out-of-warranty product?
Yes, this is normally possible. Please contact a technical support advisor who will be happy to arrange this.