FAQ

You can add the products you need through the cart on the website or write us email. Our manager will contact you shortly to clarify the details and make a commercial offer.

Our manager will contact you shortly to clarify the details and make a right commercial offer.

First, you need to send us the goods you need (via website cart, e-mail or other way). After clarification of the availability, prices and delivery conditions we provide a commercial offer. If everything is OK, proforma invoice for payment is generated. The product is shipped as soon as it arrives at our warehouse.

We try to promptly inform our clients about all the statuses of their orders via email. If you have any questions, please contact your sales manager who is handling your order.

No, we do not have restrictions for any sum of order. But please pay attention that in case of small order it can be not so cost effective for you and delivery cost can be higher than product price. Also we can not provide any discount for you in such cases.

It depends on the stage of your order. If it is agreed upon and placed with the manufacturer, it is not always possible to change it.

To proceed your request as soon as possible we'll need your contact data such as email and actual phone number, your company name, VAT or Tax ID, part number of the requested product and its brand. Pay attention that for some brands the end-user information can be required.

Yes, it can be by agreement. The terms of cancellation are discussed additionally depending on the stage of the order.

Confirmation of the order is made immediately after the sales manager has clarified the details of the order.

It can take from 1 hour to 3 days. It all depends on the complexity of the request, brand, type of equipment, number of items and quantity in the request.

Our commercial offer is valid for 14 days.

To speed up receiving a commercial offer please provide the full part number of the product. It can be useful if you add a photo of the nameplate, the quantity and the required delivery terms. If possible, please provide the target price.

After getting your order we need to clarify some details. That’s why our specialists should contact you. If everything is all right your order is accepted for processing and you get a commercial offer.

All products are original from well-known European manufacturers.

Our website does not present all the products that we can supply, as the list of our items is very wide. Please send us your request via the form, e-mail or any other way. We will do everything possible to provide you with the needed product at the best price.

If the product is in our warehouse, the product card indicates that the product is IN STOCK. But the product may also be in the warehouse of our partners. Our specialists will be able to answer your question after clarification.

All products from the warehouse are in the category "STOCK" on our website (you can find it in the upper section). You can also request a list of these products from your manager.

Yes, you can request technical specifications from our specialists.

We provide all certificates provided by the manufacturer free of charge. If you need any additional certificates, we can do it for an additional fee.

Warranty conditions depend on the brand and type of equipment, operating conditions of the product, etc. You can get more detailed information by requesting our managers.

We provide a guarantee that the manufacturer states. Standardly, it is 12 months, but not more than 18 from the date of sale. But some manufacturers give a longer guarantee period.

If you have any questions about the products, our skilled technical support team will be happy to help you. You can contact us via contact form, email, telephone or whatsApp.

As a rule, we supply only new original products. But in some cases, we can supply refurbished products from manufacturers.

We can find replacements for some product groups. Contact us for details.

Upon request, we can provide manuals for all products purchased from us.

To make sure that the product is selected correctly and meets your requirements, meets the technical specifications and includes all options, we may ask you to send us a photo.

For some product categories, we can find a replacement according to technical specifications. In this case, we ask you to specify the brand and code of the product to be replaced.

Sometimes manufacturers supply products in packages or minimum quantities. This depends on the type of product and the manufacturer.

Yes. Our website does not present all the products that we can supply. You can make a request for the product you need via the form or e-mail

Yes, we can do this, but not for all supplied brands. Check with the manager

As a rule, we do not engage in individual selection of equipment for a specific production. If you need this service, you can write us. We will try to do everything possible to help you solve this problem.

Yes, we can supply some specific products for industries. Contact our managers for more information.

The production time depends on many factors and may vary depending on the product. For more detailed information please contact our manager.

The manufacturer usually provides accessories that can be selected for the equipment. Usually they are in the manual. In some cases, we can also select the necessary accessories.

To speed up the receipt of a commercial offer for a large list of products, we ask you to provide the exact model code and brand for each product, priority products, as well as the target price and desired delivery time.

The main production of Eltra encoders is located in Italy, and some parts are also manufactured at a plant in Slovakia.

No. All prices (except for STOCK category products) on the website are approximate. The final price will be provided in the commercial offer after the order details have been agreed upon.

You need to make a request via website cart or email. Our specialists will clarify the best price and availability of the goods you need.

We try to offer our customers the lowest possible prices. Discount is possible depending on the quantity, volume of the order and the amount per unit of goods.

You can subscribe to our newsletter. Just write to the mail [email protected]

Yes, we offer additional discounts and different payment terms for our regular customers.

The discount is negotiated individually and depends on the brand and type of equipment.

Yes, we can provide a discount for large orders. You can check it with your manager.

The price on the website does not include taxes and additional payments that may be required for delivery and customs clearance of goods.

We can provide additional quantity discounts on some brands and product groups.

The prices indicated in the shop are gross

An invoice is automatically generated after the goods have been shipped and sent along with the order. We can also send it by e-mail upon request.

You need to send the necessary information to the manager and we will change it

Please indicate the number of Proforma Invoice you have received by your sales manager.

We standardly accept payments in Euros and Dollars. We have a multi-currency account and if you make a payment in another currency, a commission will be charged in accordance with the bank's terms.

Yes, we can accept PayPal payments for orders under €1500. PayPal commission is 12%.

No, we do not have online payment on the website. This is due to the fact that most products are specific and require additional clarification on delivery times, availability and price.

As a rule, we work with new clients on the terms of 100% prepayment. Other payment terms (after shipment, partial payment) are possible for regular customers.

We do not accept credit card payments. You can pay for your order using Payment on account, Bank wire transfer, PayPal

Payment after delivery is possible for regular customers and is additionally agreed upon with the manager.

Deferred payment is possible for regular customers. Terms are discussed additionally with the manager.

The security of our payments meets all EU standards. But before paying, carefully check the payment details.

As usual, we do not work with e-wallets. But in some cases we can make an exception.

As usual, we do not currently accept payment via cryptocurrency. But in some cases we can make an exception.

Yes, this is our most preferred payment method.

We send a shipping invoice, packing list, and, if necessary, all documents from the manufacturer (quality certificates, etc.)

Yes, partial payment is possible for regular customers.

As usual, we provide delivery worldwide using such shipping companies as: DHL, DPD, UPS. But we can also send by any other courier services upon agreement.

We send orders almost in every country in the world. Detailed information about the countries to which we ship goods you cand find HERE: vhttps://eltra-trade.com/we-ship-to-worldwide

You can get detailed information about shipping costs to your country by contacting us directly via contact form, email or phone.

As usual, we work with DHL, DPD, UPS. But in some cases we can use other shipping companies. This question can be solved individually.

It depends on the type of product ordered and the country you are in. We can provide an approximate cost when ordering. We will give you the exact cost once the product is in our warehouse.

After we receive your goods in our warehouse in Slovakia , we usually ship them within 1-2 days. The delivery time to your country is additionally agreed with the courier service.

When the order is shipped from our warehouse we send you the tracking number and you can track it on the website of courier service if its pissible.

If the products are in our warehouse, we will ship them to you within 1-2 working days. If the products are in the warehouse of our partners, it will take some time (1-2 weeks) to arrive at our warehouse in Slovakia. The delivery time to your country is checked with the courier service.

In this case, everything depends on the manufacturer's production period. We keep you informed at all stages and promptly give you information about all changes.

Yes. This is organized by delivery services for an additional fee. Also sometimes the manufacturer can produce the product faster for extra fee.

You can change the address before the goods are shipped from our warehouse.

Yes, you can arrange delivery or pick up the goods yourself after arriving at our warehouse in Slovakia.

This is not our standard, but for some regular customers as part of our loyalty program we can provide free shipping.

"You need to send an official letter and a photo of the damaged goods. Each courier company has its own return conditions. We can supervise this. By default, courier services provide minimal insurance. If you want to return the full cost of the goods, you will need to pay an additional amount in accordance with the terms of the courier services."

No, shipping costs are calculated separately depending on which country you are in.

We can arrange delivery by specific courier services. This is discussed individually.

You can find our Return and refund policy HERE: Return and refund policy

"All the rules of the return policy you can find on the following pagу: Return and refund policy If you have any questions you can contact us via contact form, email or phone."

On our side, the refund takes a few days. It may take up to a week for you to receive your money, depending on your bank or payment system.

If you have a complaint for us, simply contact us. If you have any questions about your shipment, we will be happy to help you via contact form, email or phone. Please use our contact page for this purpose.

It depends on the reason for the return, stage of the order, etc. This issue is discussed additionally with the manager.

You need to write a complaint and send a photo. We will contact the manufacturer to resolve this issue.

This issue is discussed individually. Please contact our manager.

This is possible upon individual agreement.

This issue is resolved individually depending on the brand and uniqueness of the equipment.

This is possible if the manufacturer is willing to accept the goods without the original packaging. In other cases it is not allowed.

No, you cannot return used items.

You need to write a complaint, we will resolve the issue with the manufacturer.

We do not have our own repair center. We coordinate all questions regarding repairs with the manufacturer.

This issue is resolved individually depending on the reason for the return.

If you have any questions you can reach us at any time via the contact form, email, WhatsApp or phone. Please use our contact page for this purpose.

Eltra Trade Company is located in Slovakia. We have an office in Bratislava and a warehouse in Krcava. All contact information you can find on our contact page

If you want to become our supplier, please contact us by mail or phone. We will consider your proposal and answer as soon as possible.

We speak english, russian and ukrainian languages.

We do not participate in tenders directly. However, if you are participating in a tender, we will be happy to help you prepare a proposal for participation.

We are not an official representative of all brands presented on our website. But we do our best to provide you with the best prices for the equipment you need.

No, we do not have an official representative office or warehouse in the USA, but we do deliver goods to this country.

We provide technical advice within our capabilities, as well as installation and operating recommendations from the manufacturer.

You can read reviews about our company on the main page of our website and official company page in Google

If you are interested in our products and want to be our representative in your country just contact us by mail or phone. We will consider your proposal and answer as soon as possible.

If you are interested in working for our company, please contact us by mail or phone. We will forward your resume to the HR department and they will contact you.

No, at the moment we do not have an offline store.

You can subscribe to us using the pop-up window on the main page of our website

You will be the first to receive information about new products, discounts, exclusive benefits price changes, etc. We also send out useful information regarding the equipment we supply.

Please, just write to [email protected] if you want to unsubscribe from the newsletters or click on the Unsubscribe button in any email you receive via subscription