FREQUENTLY ASKED QUESTIONS

1. ORDER, DELIVERY, AND PAYMENT

• 1.1 Can I buy directly from Elesa?

  Yes, you can purchase from us using the following methods:

  • online from our website, 24 hours a day
  • by e-mail to sales@elesausa.com
  • by phone at (800) 374-7686

  Our sales teams are available Monday to Friday from 8:00 am to 5:00 pm (EST). For after hours inquiries, please use the website "Contact us" area and request a callback at your preferred time of day.

• 1.2 Who can place orders on the Elesa website?

  Any business may purchase from the website. To access the online shop, you can register a MyElesa account or continue as "guest".

  Purchasing online has several advantages:

  • The ability to order 24 hours a day
  • Immediate access to prices and delivery times
  • MyElesa personal area with order history and related documentation for registered users
• 1.3 Is there a minimum billing value to purchase directly from Elesa?

  No, there is no minimum billing value purchasing when via E-commerce. However there is a $7 handling fee for orders under $50. This handling fee does not apply to connected customers with a collect account.

• 1.4 Do you sell over the counter?

  Sorry, we do not sell over the counter, but from our offices in Ohio we ship throughout the US.

• 1.5 Who can I contact to get support in buying an Elesa product?

  Our sales teams are available Monday to Friday from 8:00 am to 5:00 pm (EST). For after hours inquiries, please use the website "Contact us" forms and request a callback at your preferred time slot.

• 1.6 How can I place an order online?

  After adding the products you are interested in to the cart, log in to your MyElesa profile or continue as a guest.
  Having a MyElesa account will allow you to access order history, related documentation and lists of your favorite products.

• 1.7 Where can I find your sales conditions?

  For online purchases, the sales conditions are available here.

  For purchases via traditional channels here.

• 1.8 Do you have an agreement with the shippers to whom you entrust my order?

  Our primary courier is UPS who has a proven record of timely and accurate deliveries. Check "Shipping Information" section for rates and other conditions. For further details e-mail by e-mail sales@elesausa.com or call (800) 374-7686

• 1.9 What are your delivery times?

  For goods which are in stock, normal deliveries are 1-5 days from receipt of order.
  Availability times are specified for each item code on our website.

  If you want your order to be shipped on a specific date, please let us know your preference in the indicated field while purchasing.

  If the delivery time is missing or if you have questions about it, please contact sales@elesausa.com.

• 1.10 Is it possible to pay by credit card?

  Yes, either by purchasing online or through our more traditional sales channels.

• 1.11 What are the payment methods for purchases made from the site?

  Payment can be made via credit card, PayPal account, or bank transfer.

• 1.12 How can I request that my client code be associated with an existing MyElesa profile?

  If you are already a customer with Elesa, you can request that your existing customer code be associated with your MyElesa profile so that you can see any conditions of sale or discount levels that are already in place with your company.

  Access the MyElesa area and request to associate your client code with your MyElesa profile.
  Furthermore, you can consult the dedicated tutorial available in the "Media" area in the "Video-Tutorial" section.

• 1.13 Is it possible to register multiple shipping addresses for a single account?

  Of course, it is possible to register multiple shipping addresses and pick between them at the time of order.

• 1.14 Is it possible to receive an invoice electronically?

  Yes, Elesa invoices are sent by email.

  For purchases made online, if you registered an account, it is possible to download the electronic invoice in a PDF format from your MyElesa account.

• 1.15 Are there tutorials related to the online shop?

  Yes, in the "Media" area in the "Video-Tutorial" section.

2. MY ELESA AND PERSONAL DATA

• 2.1 What are the advantages of registering with MyElesa?

  The MyElesa area allows you to access all the functions available on the site, the main ones being:

  • Make purchases online
  • Consult historical quotation requests and orders placed on the site
  • Access your commercial conditions
  • Use "Share cart" functionality
  • Save product data sheets in favorites
• 2.2 I would like to register at MyElesa, how should I proceed?

  It is quick and easy, click on the MyElesa entry on the homepage and follow the instructions.

  To complete your registration, it is necessary to confirm activation by clicking on the link you will receive at the email address indicated.

• 2.3 I have not received a confirmation e-mail of my registration to MyElesa

  Check that your e-mail inbox is not full or that the e-mail server has not blocked the incoming message. The system automatically sends a confirmation email to the address you indicated. If you have entered an incorrect email address then the confirmation email will be lost. In case of problems please contact Sales sales@elesausa.com or call (800) 374-7686.

• 2.4 How can I retrieve my credentials to access MyElesa?

  It is possible to reset the password and retrieve the user name by following the procedure within the access area. In case of problems please contact Sales sales@elesausa.com or call (800) 374-7686.

• 2.5 How to change my billing information?

  If you have a registered account linked to your company customer code, to update billing information is necessary to send an e-mail to our Sales office sales@elesausa.com reporting following information:

  • Customer code
  • New billing address

  You will receive an e-mail confirmation when the change will be available on the webisite.

3. WEBSITE CONTENTS AND MISCELLANEOUS

• 3.1 Where can I find new products?

  A menu dedicated to all new products is available under "New products" on our homepage. All new product images are indicated with “NEW” label to highlight them in the various functional groups of the catalogue.

• 3.2 How can I ask to be called back by Sales Office?

  Enter your first name, last name, telephone number (specifying the country code), date and time slot in which you wish to be called back in the "Contact us" menu. Our Sales and Technical teams are available Monday to Friday from 8:00 am to 5:00 pm (EST).

• 3.3 I need a CAD drawing. Where can I find it?

  On the Elesa website, 2D and 3D CAD drawings are available in the format you want for each single code of the Elesa catalogue.

  To access CAD Download service, you can click on the dedicated icon in product page or in sigle item page.

  • If you have a MyElesa account the requested drawing file will be saved directly on your PC or you will receive it by email.
  • If you do not have a MyElesa account, you can ask for receiving it by email.

  For forther information, you can check "CAD Download" section.

• 3.4 I have not received the email with the design file I requested.

  Check that your e-mail inbox is not full or that the e-mail server has not blocked the incoming message. Also check the email with the attached file has not been moved to the Junk folder. Some IT departments may block the receipt of emails with attachments if they do not recognize the sender so it may be worth asking your IT department to enable you to receive these emails. In case of problems please contact Sales sales@elesausa.com or call (800) 374-7686.

• 3.5 Is it possible to request a catalogue?

  The catalog is available, free of charge, from the "Catalog Request" menu. You can order the Elesa catalogs you want and receive them directly at the address you indicated in the request form and in the language of your choice.

• 3.6 Where can I find additional information materials to learn more about product features?

  In the "Media" area, various materials are available to support the technical data sheets of the products, such as:

  • Manuals
  • Technical data
  • Video
  • Newsletter
  • Press Release
• 3.7 Is it possible to request a sample of the product I am interested in?

  Of course. To request the sample of the product you need to email sales@elesausa.com or call (800) 374-7686, our Sales and Technical teams are available Monday to Friday from 8:00 am to 5:00 pm.

• 3.8 Where can I check the availability of the product I am interested in?

  You can check the availability of the quantity you need on the product page by adding the item to your cart. To easily find the best product for your needs, use the filter in the online catalog to view options that match your desired quantity and availability.

  For further information, to contact our sales and technical teams please email sales@elesausa.com or call (800) 374-7686 during business hours–Monday through Friday from 8:00 am to 5:00 pm (EST). For after hours requests, please use our website "Contact us" form and ask to be called at your preferred time.

• 3.9 Where can I find products sale unit?

  Sale unit of every item is indicated when adding it to the cart.

  Only multiples of sale unit are allowed to be ordered. If quantity entered doesn't follow this rule, system automatically will round up.

• 3.10 How can I request a quote?

  If you are registered with MyElesa, for higher amounts you can request a dedicated quotation from our sales department clicking on "Request quotation" in cart page.

  Our sales and technical teams are available Monday to Friday from 8:00 am to 5:00 pm (EST). To submit a request please email sales@elesausa.com or call (800) 374-7686. For after hours inquiries, please use the website "Contact us" form ask to be called at your preferred time.

• 3.11 I have identified the product I was looking for, but I would like to customise it. Is it possible and are there minimum purchase quantities?

  Our products can also be supplied in special colors or with customized logos, trademarks and lettering. Special executions with metal inserts in materials other than the standard or according to the customer's design can also be supplied upon request and for sufficient quantities.

  Email sales@elesausa.com or call (800) 374-7686 for more information on the product customization service or if out of hours, use the website "Contact us" form and ask to be called in your preferred time slot.

• 3.12 The product I am looking for is no longer present in the Product Catalog. Is there a new product that replaces it?

  For some products that have gone out of production, we can offer alternative replacement products. In the "Download" menu you will find a section dedicated to obsolete products and the reference of replacement products.

• 3.13 Where can I find the technical data sheets of the products no longer present in the new Catalog?

  Visit the "Download" menu, under "Obsolete product sheets". You will find the technical data sheets of obsolete products.

• 3.14 I can't find what I'm looking for. Who can I contact?

  Use our "Contact us" form and ask to be called back in the time slot you prefer. Our customer service team will call to assist you to find the right product. Alternatively, you can email sales@elesausa.com or call our office at (800) 374-7686.

• 3.15 I need technical support. Who can I contact?

  Our technical support team is available Monday to Friday from 8:00 am to 5:00 pm (EST). To submit a request please email sales@elesausa.com or call (800) 374-7686. Alternatively, you can contact us by completing our "Ask the Expert" form, available at the bottom in every product page. For after hours inquiries, please email us at sales@elesausa.com or use the website "Contact us" form for a call backat your preferred time.

• 3.16 Is Elesa a certified company?

  Yes. In the "Company" you can discover all the certifications that we have obtained and in the menu "Certificates" you can download them.

• 3.17 Where can I report an error I noticed on the site?

  Please contact us at sales@elesausa.com or call (800) 374-7686.