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  • Customer Service

Customer Service

Find answers to the most common questions about this site. If you can't find the answer to your question after browsing the selected categories below, please direct your question to sales@electromate.com and we will get back to you as soon as possible.

Customer Service

Can I get a sample to test?

In most cases, we can provide a consignment unit for testing. Each request is reviewed on a case-by-case basis. Demo units are usually sent out on a 2-4 week consignment evaluation basis. You would be responsible for returning the unit in its original resale condition. If interested, e-mail your request to sales@electromate.com .

Do you have a cancellation policy? If so, what are the penalties?

Each order cancellation is treated on a case-by-case basis. Usually some form of restocking charge applies, but it entirely depends on when the order is cancelled, whether or not the order has shipped, the reason for the order cancellation, etc.

Does your product have Agency Approval?

The Agency Approval details of all our products can be found by clicking on "Spec Sheet" on each product page.

Can I add something to an order after it has been placed?

Not a problem. Just let us know if you want us to ship complete, or partial ship the shorter delivery (or stock) items.

How would I cancel an order?

E-mail your request to sales@electromate.com and we will respond to your request immediately.

I want a rush quote on a custom model. How long will it take?

Request for quotes sent to sales@electromate.com are addressed immediately. Our usual response rate is 2hrs or less.

If I receive a credit on a returned item, how do I use it when I place my next online order?

Good question.   Before you make your next online order, call or e-mail a request to apply your open credit directly to your account.

What are your hours of operation?

Our office is open Monday to Friday 8:30AM to 5:00PM Eastern Standard Time. We can also be reached after hours by e-mail at sales@electromate.com .

Where do I go for tech support?

Our Tech Support Department can be reached at the numbers below:

Toll Free Phone: 877-378-0240
Toll Free Fax: 877-378-0249

If I order a motor and gearbox from two different vendors, will they come preassembled?

Yes. Unless you specify "ship partials ASAP", products will be preassembled before shipping.

Payment & Pricing

Do you charge Provincial or State Tax?

Our billing address is Woodbridge, Ontario CANADA so only applicable Canadian Taxes apply. Any import duties, including VAT, are the buyer's responsibility.    

What currency are your prices in?

Unless otherwise stated, all pricing shown on our website is Continental USA pricing in $USD Funds, EXWorks point of shipment. Prices are subject to change without notice. Prices in effect at the time of shipment will apply. Errors & omissions excepted. Unit availability is subject to prior sale.

For convenience, Electromate® provides a simple link to a Universal Currency Converter for calculating the approximate cost of our products in your local currency.

The Universal Currency Converter can be found at:

What methods of payment do you accept?

We accept Visa, MasterCard and American Express payments from most countries. We also accept PayPal, Wire Transfer, Electronic Funds Transfer, ACH and Money Order payments. Note:  a bank processing fee will be levied on all Wire Transfer, ACH and EFT payments.

What are your standard Terms & Conditions of Sale?

Our Terms & Conditions Policy can be downloaded by clicking on the link below.
Terms & Conditions of Sale 2011.pdf  (PDF: 20k)

Is my credit card information secure on your site?

Yes, our site employs SSL Secure Socket Layer encryption so your credit card and user data information is secure during the VeriSign/Moneris payment process. Any questions regarding our secure payment system can be directed to sales@electromate.com.

Do you offer Net 30 Credit Terms? 
Credit is offered to approved credit applicants only. Credit approval is subject to the discretion of Electromate. All first-time purchases are subject to a first order COD or Credit Card payment policy.  

Access our Credit Application Form below:
Electromate® Credit Application

Download the PDF version of our Terms & Conditions of Purchase documents:
Electromate® Standard PO Terms Rev3.pdf  (PDF: 40k)

Shipping & Delivery

Can you ship collect on my account number?

Yes. We can ship collect on your account number. With written permission, we can also ship collect on 3rd party account numbers provided this service is available from the transport company.

If the delivery on your webpage states "Usually in Stock..." when will I get my order?

The exact ship date will be e-mailed to you in an Order Confirmation.  Order Confirmations are e-mailed within 24hrs receipt of every order. Urgent requests for rush order ship dates should be made to sales@electromate.com.

Is it possible to consolidate orders to save on freight?

Not a problem.  Simply contact us with your request to group-ship the orders you want consolidated. 

Is it possible to expedite an order after it has been placed/confirmed?

Yes. Additional factory expedite/freight charges may apply. E-mail your request to sales@electromate.com and we will respond to your request quickly.

What couriers do you use for shipping?

We have daily pick-up service by UPS, FedEx, Purolator, DHL, Emery and RPS. However, we can ship using any courier you prefer.

Where do you ship from?

Canadian and international orders are shipped from our Toronto (Woodbridge), Ontario CANADA office. USA orders are usually shipped from Buffalo, NY or Greenville, DE. Incoterms are Ex-Works Woodbridge, Ontario CANADA or Greenville, DE USA.

Where do i find the tracking number for my order?

Tracking numbers for shipments are found on the order invoice. You can also request them at sales@electromate.com

Warranty & Returns

Can I return my package 'Return to Sender'?

No. You need a Return Material Authorization (RMA) Number to return goods. In many cases, the return to address may be different from the address we shipped your order from. Contact sales@electromate.com for instructions on returning a product.

What should I do if I receive a damaged item?

We thoroughly inspect all items before shipping. However, it has been found on rare occasions that during transport in rough conditions, items may be damaged. If you receive an item that is damaged in some way, please contact sales@electromate.com.

What is the warranty on your products?

Most our products carry a 1 year manufacturer's warranty. Extended warranties are available on most products for a nominal up-charge.

How do i get a Return Number to send back a unit for repair?

Sending back a unit for repair or credit is easy! Simply e-mail sales@electromate.com the model and serial number of your unit along with a description of the problem or request for credit, and we'll e-mail you back a Return Material Authorization (RMA) number and location to send the unit back. Note: freight must be prepaid.

Accessibility for Ontarians with Disabilities Act

Electromate Industrial Sales Ltd®. (EIS) has established an Accessibility Plan including Policies/Practices/Procedures governing the provision of goods and services to persons with disabilities. Our Plan was developed and implemented in order to be compliant with the Accessibility Standards for Customer Service issued under the Accessibility for Ontarians with Disabilities Act. We will maintain/update this Plan and these documents to allow for review of them both internally (periodically) and by any person upon request, to which their feedback is welcomed. Our management and employees who interact with the public and/or have been involved in the development of our Policies/Practices/Procedures have all received training in this regard.

Have a Question?
Click here to ask one of our experts or call us at 1.877.737.8698