Frequently Asked Questions
Find quick answers about partner accounts, pricing, orders, samples, warranty, delivery, and downloads.
No matching questions
Try a different search, or contact our sales team for help.
How do I create a partner account?
Choose Create account on the sign-in page and submit your business contact details. Our team reviews the registration before enabling partner-only purchasing permissions.
What can I do while my account is pending approval?
You can browse public products, update your profile, contact sales, and follow requests. Partner pricing and checkout remain subject to your account permissions.
Why can’t I see product prices?
Price visibility is controlled by your company approval, customer segment, and assigned company pricing. Contact sales if your approved account still does not show prices.
What does MOQ mean?
MOQ is the minimum order quantity for the selected product and configuration. The quantity control follows the applicable unit and pricing rule.
Where can I track my order?
Open My Account → Orders to review quotations, payment attempts, confirmed orders, and available fulfilment information.
What should I do if a payment fails or is cancelled?
The quotation remains available in your account. Open it again to review the transaction status and retry with an available payment method.
Do product samples have a cost?
Yes. After approval, the sample request becomes a quotation. Review the quoted product, tax, and delivery amounts and complete payment before fulfilment.
How do I track a sample request?
Open My Account → Sample Requests. The request shows review, quotation, payment, order, and ERP fulfilment status.
How do I request warranty or after-sales service?
Use Project Support to submit an order-linked service request. Select the purchased product and provide the fault details and supporting evidence.
How long does delivery take?
Production and transit time depend on stock, customization, destination, and freight method. See Shipping and Delivery for planning estimates; your confirmed quotation is authoritative.
Where can I download manuals, certificates, and media?
Open Downloads to search the resources available to your account. Product-specific resources also appear on the matching product detail page.
Still need help?
Continue an existing conversation or ask our team a new question.