How can I place an order for a phantom?

There are multiple ways to go about this-

1. If you want to directly purchase any of our standard products, you can visit our website at truephantom.com, add the products to your cart, and proceed to checkout.
2. For customised orders or for requesting a quote, you can reach out to us via our website chat assistance, or click on the “Get a Quote” button available on all product pages, or you can reach out to our sales team via e-mail at [email protected].
3. We also work with several official distributors from different parts of the world, as listed on our website, to whom you can reach out for easier assistance with duties and shipments.

In what currencies are the prices listed on the website?

All the prices shown on the website are in US Dollars.

Do the prices listed include sales taxes or customs and import duties?

No, the prices on our website do not include any taxes or duties that may be applicable, as any such duties are determined by the customs authorities in your country and can vary based on the value, type, and origin of the items.

What is the expected lead time for the delivery of a phantom?
Lead times of the phantom vary depending on the product and the current demand. To know a more precise lead time, please reach out to us for a formal quote via email at [email protected].

Do you offer phantoms for rentals?

We do offer rental phantoms upon availability. Renting is only applicable for standard products that do not include any customization. The maximum rental duration allowed is 4 weeks. For pricing and other details, please contact us at [email protected].

What if I have requirements that require customization to the phantom?

If you require any phantoms to have some customized features, please reach out to us via the website or email. Our products are highly customizable, and we do our best to fit the needs of our clients.

What are the acceptable payment methods?

We accept the following payment methods: US bank checks, ACH, Credit Cards (Visa, MasterCard, American Express, Discover), PayPal, and Stripe.

What are the technical properties of my phantom?

All technical properties of the phantom are listed on the website under the product description. For additional information regarding technical properties, please contact us at [email protected].

What are the materials used to create the phantoms?

The soft tissues and organs are a composition of urethane-based soft resin. The synthetic bones are made of a patented ceramic-reinforced epoxy-based composite material. For any other parts in the phantom, the materials used are listed on the website under the product description.

Note: On request, we can further customize the materials used in certain parts of the anatomy.

What imaging modalities can be used on my phantom?

Depending on the product purchased, the phantoms may be scanned using X-Ray, CT, Ultrasound and MRI. The actual imaging modality is mentioned on the product name in your invoice and on the website.

Which MRI imaging methods are suitable for my MRI-compatible model?

Standard TPS Phantom tissues have realistic T2 relaxation time values, which make them fit for any T2-weighted MRI imaging methods.

Proton Density imaging methods also provide very reliable scans.

Can I scan my MRI phantom using T1 weighted MRI method?

The MRI phantoms can be imaged using T1 weighted methods, but the results are less realistic than those of human tissues and are within the range of 100ms.

If my phantom is only compatible with X-Ray and CT, can I still scan it using US and MRI?

Scanning only X-Ray CT compatible models using US or MRI will not provide any imaging results.

If my phantom is only compatible with X-Ray, CT, and US, can I still scan it using MRI?

Scanning only X-Ray CT US-compatible models using MRI will result in less realistic values.

If my phantom is only compatible with X-ray, CT, and MRI, can I still scan it using the US?

Scanning only X-Ray CT MRI compatible models using US will result in less realistic values.

Why is the image quality not like what is shown on the website or during email conversations?

Please make sure you are using the recommended imaging modality settings as mentioned on the website. If the issue persists, it might be due to air in the tissue or vessels which will result in less realistic images. Please reach out to us regarding steps to remove it.

What is the maximum temperature the phantom can be held at?

The maximum temperature safe for the soft tissue of the phantoms is 63°C (145.4F). The maximum temperature safe for the bones is 90°C (194F).

Can I perform invasive surgical procedures on my phantom?

Yes, that is possible. However, please note that invasive surgical procedures done on the phantom might leave permanent cuts, marks, or damage on its surface or underneath. The tissue-mimicking materials are not self-healing.

Can we do a biopsy on the phantom?

Yes, but the needle traces will become more noticeable after multiple attempts under ultrasound.

What kind of needles can be used on the phantom?

The smaller the needle, the better.

Can the heart and lung pumps emulate complex waveforms?

Currently, the pumps are only capable of producing sinusoidal wave profiles. But stay tuned as we are working to develop pumps that will be capable of doing so.

Can I use any liquid on the TPS pumps?
We recommend using water or blood-mimicking fluids for the phantoms, but any liquids that are not solvent-based can be used.

What pressure values do the pumps generate?

The pump generates realistic pressure inside the heart and lungs. For additional details, please contact us at [email protected].

Do you have any warranties against your products?
We provide a 2-year warranty with all our products against manufacturing defects. To know more, please refer to the policy on our website at www.truephantom.com/warrantypolicy.

What if I wanted to return my phantom after receiving it?

Please refer to our return policy published on our website at www.truephantom.com/returnpolicy.

What is the expected life of the product?

Our products are provided with a 2-year warranty policy against all manufacturing defects. Even beyond the warranty period, our products are built to last, boasting a lifetime exceeding 10 years.

The colour of my phantom has changed. What should I do?

It is normal for the colour of the phantom to change over time. Rest assured, the imaging performance is not affected by this.

How should I clean my phantoms?

The phantom is water resistant and can be cleaned with water or soapy water after use. For disinfecting the surface, ethanol or isopropyl alcohol can be used. The phantoms are also resistant to many chemicals, but we recommend doing a test on a small part of it first.

Can the tissue of my phantom be repaired if it’s damaged?

Yes, in most cases, the phantom can be repaired, whether the repair can be done on your own or at our lab; please contact us at [email protected]

Do you ship worldwide?

Yes, we offer worldwide shipping.

Do you charge GST/HST for Canadian customers?

For our non-tax-exempt Canadian customers, we apply GST/HST based on their provincial tax rates. The same will be provided on the quotes and invoices.

Can you estimate the duties and taxes for me?

For our international customers, we are unable to estimate the taxes and duties for your shipment, as these charges are determined by the customs authorities in your country and can vary based on the value, type, and origin of the items. These fees are typically billed to the recipient upon delivery, based on the regulations of your country. We recommend checking with your local customs office for more information on import regulations and potential charges. If you have any questions or need assistance with your shipment, please feel free to contact us.

Can I use my shipping carrier, or do I have to use your shipping carrier?

You have the option to provide us with your preferred shipping carrier’s account details for direct billing. Alternatively, we can use our own carriers and invoice you for the accumulated charges.

Are shipping charges included by default?

No, our prices do not include shipping charges.

What shipping terms do you work with?

We are well-versed in a variety of shipping terms, with a particular emphasis on Ex Works (EXW), Delivered at Place (DAP), and Free on Board (FOB). These terms are among the most frequently used in our operations.

For further logistics queries, please reach out to us at [email protected]

Which insurance company do you use to insure packages?
True Phantom Solutions Inc. partners with third-party companies to provide insurance coverage for packages.

What types of goods are covered under my freight insurance?
Both custom and non-custom products ordered from our website are covered.

How do I ensure that my package is insured?
Not all packages are insured by default. To insure your package, simply communicate with one of our sales representatives and express your interest in purchasing insurance. They will provide you with options tailored to the item you’ve purchased.

What happens in case of a lost or damaged parcel?
If your package is lost or damaged, we will open a case with the insurance company and arrange a replacement for you once we finish the investigation and determine the reason.

Are there any areas that are excluded?
Yes, regions experiencing ongoing civil unrest, armed conflict, or war are generally excluded due to their high-risk nature. Please send your questions to [email protected] for further assistance.

How/Where should I store my phantom?

The phantom is made of urethane-based material and should be protected from direct exposure to any intense UV light.

The experiments conducted on the phantom can be performed in a sunny lab, if the phantom is not in use, we recommend storing it in a dry and dark place or covering it with a plastic sheet/foil. Direct exposure to intense UV light can lead to discoloration.

Does my phantom require onsite installation?

Our products do not require on-site installation. The product will be ready to use, and a user manual will be provided that describes the functionality and basic maintenance procedures.

If required, on-site service installation is available at an extra cost. Please contact us at [email protected] if you require more information on this service.

What temperature range can the phantoms be held at?

The phantoms should be used and stored between 10°C and 63°C (50F- 145.4F)

Should I remove the fluid from the phantoms when storing it for long-term use?

For shorter durations (up to 1 week), it is okay to leave fluid in the phantom. For longer durations, however, it is recommended to remove the fluid to prevent the growth of mold inside the phantom.

True Phantom Solutions provides a 2-year limited warranty with all its manufactured products. This warranty covers the repair or replacement of a product against manufacturing defects, flaws produced by a manufacturer error, or defects caused during production.

1. Warranty Coverage

1.1 Warranty does not cover defects caused due to abuse, misuse, incorrect installation, insufficient data provided for design, acts of God, natural disasters, terrorism, pandemics, etc. Nor does it extend to products repaired or altered outside of the manufacturer’s facilities.

2. Shipment Process

2.1 Any product requiring return/replacement needs pre-approval from TPS via email. Please initiate the return process by contacting our customer service team at [email protected].

2.2 The cost of shipment, to and from TPS facilities, for standard products will be covered by TPS. For custom products, the shipment costs, to and from TPS facilities, are to be covered by the customer.

2.3 To initiate a return, please provide us with the invoice number of the order along with clear pictures/videos showcasing the defect(s) and a written description via email. Our team will provide you with an RPA (Return/Replacement Product Authorization) number.

2.4 The returned product must be packed in the original case (if provided) or one with comparable protection. Return the product freight prepaid and with the RPA clearly marked on the returned package label.

2.5 Please note that TPS will not be held liable to any damage incurred during return shipment due to poor packaging.

3. Inspection and Repair

3.1 Once received, we will inspect the product and provide you with an estimate time for repair or a replacement as needed. The buyer is responsible for inquiring and confirming this from TPS.

3.2 If the product does not exhibit any manufacturing defects, extra shipping fees and handling charges will be applied to send the product back to you.

3.3 TPS will cover the repair, replacement, or modification cost to the phantom to prevent the same defects from occurring again.

4. Products Past Warranty

4.1 If your product is past its warranty or damaged due to any reason other than defects covered by TPS warranty, please reach out to us at [email protected] and we will provide you with an estimate for the repair cost of the product.

5. Policy Change for Third Party Sellers

5.1 Please note that products purchased from other third-party sellers (not official distributors) are NOT eligible for a TPS Product warranty.

5.2 Products purchased from official distributors may offer different or altered timelines. Kindly reach out to the distributor to initiate and discuss any warranty claims.

Policies are subject to change at any time and customer agrees to these terms when submitting an order to True Phantom Solutions.

Company True Phantom Solutions lnc. (Windsor, ON, Canada) was established in 2OI4 to provide tissue-mimicking models and materials to the medical imaging industry.

Quality is important to our business because we value our customers. We strive to provide our customers with products and services which meet and even exceed their expectations.

We are committed to continuous improvement and have established a Quality Management System which provides a framework for measuring and improving our performance.

We have the following systems and procedures in place to support us in our aim of total customer satisfaction and continuous improvement throughout our business:

• Regular gathering and monitoring of customer feedback
• A customer complaints procedure
• Selection and performance monitoring of suppliers against set criteria o training and development for our employees
• Regular audit of our internal processes
• Measurable quality objectives that reflect our business aims
• Management reviews of audit results, customer feedback, and complaints

Our internal procedures are reviewed periodically and available in a Quality Manual to all employees.

Although the Managing Directors have ultimate responsibility for quality, all employees have a responsibility within their work areas to help ensure that Quality is embedded within the whole
company.

True Phantom Solutions (TPS) strives to provide you with products of utmost quality and excellence. In the unlikely event that you may need to return any product, our Return Policy is designed to facilitate that process and ensure your satisfaction.

1. For missing or damaged products

1.1 Upon receiving your shipment, please check it immediately for its completeness and test for any manufacturer defects. If there are any missing or damaged products, kindly report it within 20 days of delivery by notifying our customer service team at [email protected].

1.2 If there are any missing parts/products, rest assured that we will investigate and ship them at no additional cost to you.

1.3 If there are any manufacturing defects in the product, please reach out to us via email at [email protected]. We will require the invoice number of the order along with clear pictures/videos showcasing the defect(s) and a written description. Our team will then provide you with an RPA (Return/Replacement Product Authorization) number.

1.4 Kindly ship the product to us repacked in the original case (if provided) or one offering comparable protection and ensure that the RPA is clearly marked on the returned package label. TPS will not be held liable to any damage incurred during return shipment due to poor packaging.

1.5 Once received, we will carefully examine the returned product. If it exhibits manufacturing defects, we will repair, process a refund, or offer a replacement for the product, as applicable. However, if the product does not exhibit any manufacturing defects, extra shipping fees and handling charges will be applied to send it back to you.

1.6 The turnaround time of repair or replacement of the broken parts will be estimated after the investigation of the cause is completed. The buyer is responsible for inquiring and confirming this from TPS.

2. For returning products due to dissatisfaction

2.1 If you are not satisfied with the product and want to return it for any reason other than manufacturing defects, please initiate the return process as soon as possible. If the process is initiated within 20 days of delivery, a restocking fee of 10% will be applied to the final price on standard products and 25% on custom products.

2.2 Within 21-30 days of delivery, a restocking fee of 20% will be applied to the final price on standard products and 25% on custom products. TPS will not accept any returns or refund requests after 30 days.

2.3 The rest of the payment received, after deducting the restocking fee, will be refunded to the original payment method. If no payments have been made to TPS until that point, an invoice for the restocking fee will be sent to you which must be paid within 30 days.

2.4 To initiate a return, please reach out to us via email at [email protected]. We will require the invoice number of the order and a written description of the reason of return. Our team will then provide you with an RPA (Return/Replacement Product Authorization) number.

2.5 The returned product must still be in saleable condition (“like new” with minimal signs of use) and repacked in the original case (if provided) or one offering comparable protection. Return the product freight prepaid and ensure that the RPA is clearly marked on the returned package label.

2.6 Please note that TPS will not be held liable to any damage incurred during return shipment due to poor packaging.

3. Final Sale Products

3.1 Above terms are not applicable to products sold as is or on consumables (such as fuses or batteries) as those are final sale.

4. Policy Change for third Party Sellers

4.1 Please note that products purchased from other third-party sellers (not official distributors) are NOT eligible for return to TPS.

4.2 Products purchased from official distributors may offer different or altered timelines. Kindly reach out to the distributor to initiate any returns.

All terms and conditions outlined herein are applicable unless otherwise stated on the quote/invoice.

Policies are subject to change at any time and customer agrees to these terms when submitting an order to True Phantom Solutions.