Frequently asked questions

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If you already have an account, you can use the “forgot my password“ option to reset your password. Use the email address which you have used for the website. You will then receive an automatically generated email to reset your password.

You can also contact our Customer Service, who can provide further assistance to reset your password.

Your account is at all times linked to a unique email address, which is also your username. If you do not remember the email address you have used, we recommend you to contact our Customer Service. They can personally help you tracing back the email address.

You can change the delivery address for each order during the checkout process.

If you would like to change the invoice address, we recommend you to contact our Customer Service. You can not change invoice details online.

You can not change your company details online. To process any changes, we recommend you to contact our Customer Service.

When you are logged in you can change your own details in my account menu overview. If you want to change details of your account or of co-users, then you can find these details under “my contacts“.

If you need help adjusting your account details, please contact Customer Service.

If you are registered as the main user, you can manage the user rights of all your colleagues. There are various user rights which you can all find under “my contacts“ in your account menu.

If you are already a registered customer of Telerex, we have already arranged an account for you. If you have not received the details yet, then your account has not yet been activated on the website. You can activate your account by selecting the “forgot my password“ option or by contacting our Customer Service. They can then activate your account and send you an activation email.

If you are registered as the main user, you have the right to delete other users or to change their user rights. You can find this in “my contacts“ in your account menu.

If you need help, please contact Customer Service.

No, for each user you can determine which information they can see. This can be done by arranging their user rights.

For example, you could determine that your colleague can only view invoices, or to only have the option of placing orders.

All accounts are linked to a unique email address, if you want multiple people to have access to the same account you will have to use the same email address.

 You can use the “forgot my password“ option to activate your email address and account.

If you need help activating your account, please contact Customer Service. They can send you a new activation link.

You will need several details to make an account:

Mandatory fields:

First name

Surname

Company

ZIP Code

City

Country

Address

House number

VAT number

Email address

Password

Validation fields:

ZIP Code

VAT number

Email address

If you have completed all of the above information on the login page, you can then create an account. 

Your account is validated with your VAT number, your ZIP code and your (unique) email address. When your account has been approved, you will receive an activation email. By clicking on the activation link in the email, your account is automatically validated and activated. You are then directly able to shop.

It is possible that your email address is already registered in our system. There can be two reasons for this:

  • One of your colleagues has used the same email address for an account, you can request a password by using the “forgot my password“ option.

  • Your email address is already linked to an account - via the “forgot my password“ option you can reset your password, or you can contact our Customer Service. They can find out which account has been linked to your email address.

Within the quotation list you can request new quotations, here you can add new products and determine the quantity. When your quotation request has been finalized, you can submit it. As soon as you have received our quotation via email, you will be able to view this in “my quotations“ overview. This tab contains quotations which have only been sent to you. When you accept or decline a quotation, it will automatically be deleted from your quotations overview.

The search function on the website only works for product names and not for brand names. If you can not find the product via the product list page, the filter function and the search function, there is a possibility that this specific product is not available in our online shop. We recommend you to contact our Customer Service. They are happy to provide you personal assistance to find your product.

If you can not find all information about a specific product on our website, we recommend you to contact our Customer Service. They can refer you to the right person who can answer your questions.

You can contact Customer Service by phone and by email.

You can contact our Customer Service during office hours. They can help you to find the right products on the website or provide you with more information.

You can select the compare button on the product list page and on the product detail page. The product which you would like to compare is then added. You can select up to 3 products to compare. When you have added the products you can click on the weighing scales or click on compare in the right top corner of your browser.

By doing so you will go to the comparison page where you can find the selected products. For each product, you can choose to delete the product from the comparison, request a quotation for it or to directly place the product in the shopping cart.

Each product list page can contain different filters. These filters are product-specific and contain all characteristics of the various products on our website. You can use different filters simultaneously by choosing the desired characteristics.

If you want to look for something else, you can choose to empty the filter for each filter, or you can choose to empty the entire filter in one go. In this way you get to see all products again.

This is possible by using the filter function on the product list page or in the search option. You can select the various desired characteristics in order to find the various suitable products.

If you place your order via the online shop before 12.00 o'clock, your order will be prepared for dispatch on the same day.

Do you have an urgent delivery?
We recommend you to leave a remark in the remark box or to contact our Customer Service by telephone. They can provide you with further assistance.

You can repeat orders in two different ways. This is possible by clicking on the “re-order” button at the order overview in your account menu. By doing this, the same products and quantities are added to your shopping cart and you can directly go to the checkout process.

Besides that, it is also possible to make an order template. This is permanently saved in your account menu and can be loaded repeatedly to place a new order. You can find your order template in your account menu and you can add the order template to the shopping cart by clicking on the button. All products and quantities in the order template are then added to your shopping cart and you can directly go to the checkout process.

If you would like to place a repeating order, you can also contact Customer Service for help. 

The delivery options depend on the country chosen. The standard delivery option is DHL. In case you wish to have different delivery options for your orders, we recommend you to send your preferences to our Customer Service or to leave a comment during the checkout process.

There are different ways to save your shopping cart. You could choose to make an order template, which you can create via your shopping cart and will be saved in your account menu. Once you are logged in, your shopping cart will be saved for 3 days.

Once you have been logged in on the website, your shopping cart will be saved in the cookies for 3 days. So you can close your browser without your shopping cart being emptied.

Each product on our website has a different order quantity. You can see this for each product on the product details page, at the minimum and multiple order quantities.

This is possible in the checkout process. On the last page of your checkout process you will find the possibility to add a remark to your order. Here you could, for example, state your preference for packaging or desired delivery time.

You have the possibility to add products to the quotation list. You can add different quantities to this quotation list. As soon as the quotation list has been submitted online, a fitting quotation will be sent to your email address.

Yes, that is possible. You have the option at any time to place an order by choosing the prepayment option. The order will be shipped, once all outstanding invoices have been paid. 

It is not possible to place orders anonymously. When you want to place an order, you are at all times required to create an account or to sign in. This is for your own ease and administration.

The costs of the order depend on the order size. You will need to pay additional small order costs when placing orders with a total value below €100,-. Besides that, there is the possibility of added transportation costs in case a different delivery address has been provided.

No this is not possible.
For ordering online, you need a valid VAT-number. 

Once you have placed your order, it is not possible to change or modify this online, in this case we recommend you to contact our Customer Service. They can provide you with further assistance and possible changes or modifications.

Our aim is to send you a personalized quotation within 48 hours.

The delivery times are different for each product and are therefore also mentioned per product. You can find the delivery time on the product list page and on the product detail page. If a product is in stock, you can see how many products are in stock. If there are no products in stock, you can see what the delivery time is on the product detail page. 

The delivery time for products depends on the warehouse location. Currently we have multiple warehouse locations. 

You can find this information in different ways. You can find the delivery time and stock on the product list pages, but you can also find this information on the product detail page. The stock and delivery time can be different for each product.

If you have any questions about the delivery time or the products in stock, please contact our Customer Service. 

When you have placed an order online, you can find the status in your account menu – at my orders. In my order overview, you'll find the orders which have been placed along with their status, and you can also see the details of the order. 

The delivery options depend on the country chosen. The standard delivery option is DHL. If you would like to have different delivery options for your orders, we recommend you to inform our Customer Service.

Delivery times depend on warehouse location(s). You can follow your package in your order details in your account menu. At my orders, you can find an overview of all your orders, if you then select details of a specific order you can trace your package once the package has been dispatched by Telerex.

If you have any specific questions on the delivery of your order, please contact our Customer Service. 

This is possible. You can mention this in the comments box during the checkout process. On the last page of the checkout process you can find a comments box in which you can mention how you’d like your package to be wrapped.

No this is not possible. If you have any questions regarding collecting orders, please contact our Customer Service.

Your purchasers can make an account with their own unique email address. As the main user, you can arrange the user rights of your purchasers in my account menu, under the heading “my contacts“.

You have various payment options. You can choose the following prepayment options: Ideal, Mr. Cash, VISA and MasterCard. This depends on the registered country.

It is possible that the payment service is currently offline, we recommend you to place the order again later.

Has the payment still been declined or has it failed? We recommend you to contact our Customer Service.

You can find invoices going back 12 months in your account menu, at my invoices. In my invoices you'll find an overview of all invoices of the past 12 months and you can also view invoice details.

This is not possible because it is an automated process. However, you can order on credit in case this has been prearranged.

In this case we recommend you to contact our Customer Service. They can provide you with further assistance and answer your questions regarding your credit limit.

When you have placed an order online, you can find the status in your account menu – at my orders. In my order overview, you'll find the orders which have been placed along with their status, and you can also see the details of the order. 

You can always contact our Customer Service department. You can contact us either by phone or by email.

No, it is not possible to cancel your order. Please contact Customer Service for further assistance. 

It is possible that your order has been sent as split deliveries, which means that some products are not in stock. We recommend you to contact our Customer Service to discuss your order.

Your email address and password are unique and are not visible for Telerex. If you have not shared your password, nobody else has access to your account.

The main user can determine the user rights for each account. If you have various accounts at Telerex for a longer period of time, then the online accounts adopt the same user rights structure. So you do not have to create these again.

Regarding spare parts, we recommend you to contact our Customer Service. They can provide you with further assistance in order to find the correct spare part.

Do you already know which spare part you need and where on the website you can get it, then you can also easily order it online by adding it to the shopping cart and by going through the checkout process.

This is possible. Please read our RMA manual on the customer portal or contact our Customer Service before sending your products for repair. 

The guarantee of products can vary for each product. You can find the guarantee term under “downloads“ on the product detail page.

A product can be returned in case a defect is found within the guarantee term. Telerex will need to be contacted first. Please read our RMA manual on the customer portal or contact our Customer Service before sending your products for repair. 

Once you have confirmed the order online, we advise you to immediately contact our Customer Service by telephone. You can't make any changes to your orders online.

You can fill in a RMA request online to return your product(s). Please read our RMA manual on the customer portal or contact our Customer Service before sending your products for repair. 

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