Q: What is a product lead time?
A:When high demand for a product results in it being out of stock, we will provide an estimate of how long it will be before we expect additional inventory from the manufacturer to be available for delivery to customers.
Q: What does it mean when a part is on backorder?
A: Occasionally, demand for certain electronic parts is so great that industry-wide shortages emerge and we are temporarily unable to keep them in inventory. In that situation, we will advise you of expected waiting time for delivery and offer substitute or similar items as an alternative.
Q: Can I download or email my basket?
If you want to save your basket online for purchase later you can use the Saved Baskets
Q: What are order minimums and multiples?
A:Certain products like resistors or cable come in reels or packs of set length or quantity. They are not available for sale in quantities below certain levels because it is not economical to package them in smaller quantities.
Q: How do I apply a voucher code to my order?
You can enter a voucher code on the shopping basket page
. When you have entered a valid voucher code, press the “Apply” button and the shopping basket total should display the updated discounted total.
Q: How do I check out from my saved basket?
You cannot directly check out from the saved basket page. You must add items from a saved basket to your current basket for check out. For more details visit the Saved Baskets
Q: Can I save my shopping basket and complete my order later?
A:Yes. In the shopping basket, you can save your basket by entering the name of your choice in the Save basket field, then click “Save basket”.
Q: Can I speak to someone about a problem on the website?
- Try our live support 8:00am - 6:00pm (AEST), Monday - Friday
- Email customer service: firstname.lastname@example.org
- Call customer service: 1300 361 005, 8:00am - 6:00pm (AEST), Monday - Friday
Q: What is a Freight Forwarder?
A:A Freight Forwarder exports your delivery for you. If you are delivering to a freight forward service, we are required to ask for the address of the ultimate destination.
Q: How do I schedule orders?
Q: What are special instructions and Delivery Notes?
A:Special instructions and Delivery notes let you attach information to your order. They will appear on all correspondence regarding your order. As you checkout, the delivery page has a field named “Delivery Notes”, enter your notes into this field to take advantage of this feature.
Q: What are order notes?
A:Order notes let you attach information to your order for use by you and your company. They will appear on all correspondence regarding your order. As you checkout, the order information page has a field named "Order Notes", enter your notes into this field to take advantage of this feature.
Q: How do I receive a special quote for a large order?
See the Quotes
section for more information.
Q: Can I add notes to items in my shopping basket?
A:Yes. In the shopping basket, use the Line Notes field to enter information to help you or your staff. Line notes will appear on all the order packing slips. Keep in mind that line notes are only for use by you and your company internally.
Q: Do you offer Saturday delivery?
At this moment, we don't offer Saturday delivery, you can refer to Delivery Information
section for more information.
Q: How long will my saved baskets be stored?
A: We'll store your saved baskets indefinitely as long as they've been accessed in the past 12 months. Baskets that have not been accessed in the past 12 months will be deleted automatically.
Q: When will my order be shipped?
Your order will be despatched on the same day if you meet the cut-off times specified below. These cut-off times are guaranteed Monday - Friday (excluding holidays) for orders shipped within Australia and New Zealand. Orders received on Saturday and Sunday will be shipped on the next business day.
Australia: 12pm (Sydney time)
Although we strive for fast delivery of your orders, certain orders may take longer to despatch. These include, but are not limited to:
- Orders placed by an account which is under credit review
- Orders of goods not currently in stock
- Orders placed with a request for a future release date, or a consolidated shipment
- Orders with special packaging or handling requests
Note: Hazardous goods are sent by road freight and cannot be shipped by air or sent via Australia Post. There may be additional transit times and freight charges on hazardous goods.
Q: What are my choices for backorder preferences?
A: For backorder preferences, you may choose from the following:
Backorder allowed - We'll deliver in-stock items immediately and place any out-of-stock items on backorder. Items on backorder will be delivered as they become available. Therefore, your order may arrive in single or multiple deliveries.
Deliver order complete - If any items in your order are out of stock, we'll hold your order until all items become available. Your order will arrive in one delivery.
Q: How do I open a trade account?
Q: Can I order if I am on credit hold?
A: Yes. If you are over your account "credit limit" credit hold, you can still place orders using a credit card. If you are on "stop order" credit hold, you must contact an element14 service representative at +61 2 9645 8828
Q: What characters can be used when filling in forms?
The following characters can be used when filling in forms:
- a-z, A-Z, 0-9
- All punctuations and most special characters except ‘|’ & ‘\’ (Note: fields such as post codes, phone numbers etc. will not accept special characters)
- Bullet point for multi-byte characters
Q: I'm ordering online for the first time. How can I use my company's open account instead of a credit card?
A: On the Registration page, enter your Customer ID and element14 Account Number to place your order on account. If you have already registered without your ID and Account Number, contact a service representative for assistance by calling +61 2 9645 8828.
Q: What is Procard Reference?
A: If you are using a business credit card, your company may want you to type in a code in the Procard Reference field for your company's use. Text typed in the Procard Reference field will appear on your credit card statement. You can choose to enter a Procard Reference, but it is not required to complete your order.
Q: Do I get the promotional price when I purchase online?
A: The prices you find on the element14 website do reflect when products are on sale or promotion.
There are a few products, however, that we cannot discount because of franchise agreements with the manufacturer. The promotional price will not be applied to those products. You'll only see the standard price.
Discounts cannot be stacked. If you are receiving a promotional discount you will not get other discounts such as corporate service agreement or website specific discounts. Different discounts take precedence depending on your company's agreement with element14.
Q: How do I view my service agreement price?
A: To view pricing based on your service agreement, you must be a registered customer and be logged in. Your agreement price is displayed in the search result and in the shopping basket. If you do not see your agreement price, please call +61 2 9645 8828 to speak with our Customer Service Department.