Frequently asked questions

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If you already have an account, you can use the “forgot my password“ option to reset your password. Use the email address which you have used for the website. You will then receive an automatically generated email to reset your password.

You can also contact our Customer Service, who can provide further assistance to reset your password.

Your account is at all times linked to a unique email address, which is also your username. If you do not remember the email address you have used, we recommend you to contact our Customer Service. They can personally help you tracing back the email address.

You can change the delivery address for each order during the checkout process.

If you would like to change the invoice address, we recommend you to contact our Customer Service. You can not change invoice details online.

You can not change your company details online. To process any changes, we recommend you to contact our Customer Service.

When you are logged in you can change your own details in my account menu overview. If you want to change details of your account or of co-users, then you can find these details under “my contacts“.

If you need help adjusting your account details, please contact Customer Service.

If you are registered as the main user, you can manage the user rights of all your colleagues. There are various user rights which you can all find under “my contacts“ in your account menu.

If you are already a registered customer of Eltrex Motion, we have already arranged an account for you. If you have not received the details yet, then your account has not yet been activated on the website. You can activate your account by selecting the “forgot my password“ option or by contacting our Customer Service. They can then activate your account and send you an activation email.

If you are registered as the main user, you have the right to delete other users or to change their user rights. You can find this in “my contacts“ in your account menu.

If you need help, please contact Customer Service.

No, for each user you can determine which information they can see. This can be done by arranging their user rights.

For example, you could determine that your colleague can only view invoices, or to only have the option of placing orders.

All accounts are linked to a unique email address, if you want multiple people to have access to the same account you will have to use the same email address.

 You can use the “forgot my password“ option to activate your email address and account.

If you need help activating your account, please contact Customer Service. They can send you a new activation link.

You will need several details to make an account:

Mandatory fields:

First name

Surname

Company

ZIP Code

City

Country

Address

House number

VAT number

Email address

Password

Validation fields:

ZIP Code

VAT number

Email address

If you have completed all of the above information on the login page, you can then create an account. 

Your account is validated with your VAT number, your ZIP code and your (unique) email address. When your account has been approved, you will receive an activation email. By clicking on the activation link in the email, your account is automatically validated and activated. You are then directly able to shop.

It is possible that your email address is already registered in our system. There can be two reasons for this:

  • One of your colleagues has used the same email address for an account, you can request a password by using the “forgot my password“ option.

  • Your email address is already linked to an account - via the “forgot my password“ option you can reset your password, or you can contact our Customer Service. They can find out which account has been linked to your email address.

Within the quotation list you can request new quotations, here you can add new products and determine the quantity. When your quotation request has been finalized, you can submit it. As soon as you have received our quotation via email, you will be able to view this in “my quotations“ overview. This tab contains quotations which have only been sent to you. When you accept or decline a quotation, it will automatically be deleted from your quotations overview.

If you can not find all information about a specific product on our website, we recommend you to contact our Customer Service. They can refer you to the right person who can answer your questions.

You can contact Customer Service by phone and by email.

The delivery times are different for each product and are therefore also mentioned per product. You can find the delivery time on the product list page and on the product detail page. If a product is in stock, you can see how many products are in stock. If there are no products in stock, you can see what the delivery time is on the product detail page. 

The delivery time for products depends on the warehouse location. Currently we have multiple warehouse locations. 

You can find this information in different ways. You can find the delivery time and stock on the product list pages, but you can also find this information on the product detail page. The stock and delivery time can be different for each product.

If you have any questions about the delivery time or the products in stock, please contact our Customer Service. 

When you have placed an order online, you can find the status in your account menu – at my orders. In my order overview, you'll find the orders which have been placed along with their status, and you can also see the details of the order. 

The delivery options depend on the country chosen. The standard delivery option is DHL. If you would like to have different delivery options for your orders, we recommend you to inform our Customer Service.

Delivery times depend on warehouse location(s). You can follow your package in your order details in your account menu. At my orders, you can find an overview of all your orders, if you then select details of a specific order you can trace your package once the package has been dispatched by Telerex.

If you have any specific questions on the delivery of your order, please contact our Customer Service. 

This is possible. You can mention this in the comments box during the checkout process. On the last page of the checkout process you can find a comments box in which you can mention how you’d like your package to be wrapped.

No this is not possible. If you have any questions regarding collecting orders, please contact our Customer Service.

Your purchasers can make an account with their own unique email address. As the main user, you can arrange the user rights of your purchasers in my account menu, under the heading “my contacts“.

You can find invoices going back 12 months in your account menu, at my invoices. In my invoices you'll find an overview of all invoices of the past 12 months and you can also view invoice details.

In this case we recommend you to contact our Customer Service. They can provide you with further assistance and answer your questions regarding your credit limit.

When you have placed an order online, you can find the status in your account menu – at my orders. In my order overview, you'll find the orders which have been placed along with their status, and you can also see the details of the order. 

You can always contact our Customer Service department. You can contact us either by phone or by email.

No, it is not possible to cancel your order. Please contact Customer Service for further assistance. 

It is possible that your order has been sent as split deliveries, which means that some products are not in stock. We recommend you to contact our Customer Service to discuss your order.

Your email address and password are unique and are not visible for Telerex. If you have not shared your password, nobody else has access to your account.

The main user can determine the user rights for each account. If you have various accounts at Telerex for a longer period of time, then the online accounts adopt the same user rights structure. So you do not have to create these again.

This is possible. Please read our RMA manual on the customer portal or contact our Customer Service before sending your products for repair. 

The guarantee of products can vary for each product. You can find the guarantee term under “downloads“ on the product detail page.

A product can be returned in case a defect is found within the guarantee term. Telerex will need to be contacted first. Please read our RMA manual on the customer portal or contact our Customer Service before sending your products for repair. 

Once you have confirmed the order online, we advise you to immediately contact our Customer Service by telephone. You can't make any changes to your orders online.

You can fill in a RMA request online to return your product(s). Please read our RMA manual on the customer portal or contact our Customer Service before sending your products for repair. 

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