General FAQ

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 customerservice@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 customerservice@electromate.com and we will respond to your request immediately.

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

Request for quotes sent to customerservice@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 customerservice@electromate.com .

Where do I go for tech support?

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

customerservice@electromate.com
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, provided this request is specified at time of order.  

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