1. Contact & Support
How can I contact Elementar via the my Elementar customer portal?
You can easily reach us via the contact form in the My Elementar customer portal.There you will also find an overview of the responsible teams.
2. Orders
Can I view past orders in the my Elementar customer portal?
Where can I find my order history?
Why can't I place my order directly?
After your registration, your data will be verified by our customer support team.This usually takes no longer than 24 hours.
Can I change an order I've already placed?
If you have discovered an error in your order, please contact our customer support immediately.
How can I cancel an order?
You can cancel your order by contacting customer support.Please be sure to include your order number.
Is there a minimum order quantity or minimum order value at Elementar?
What does "Your order number" mean in the checkout process?
3. Documents and certificates
Where can I find documents and certificates in the my Elementar customer portal?
Where can I find Elementar's supplier self-disclosure form?
Our supplier self-disclosure form is available for download in the customer portal.
Where can I obtain the customs tariff number and information about the country of origin of my items?
The customs tariff number and country of origin of your items can be found on your invoice.
Where can I find the RoHS and REACH compliance declaration?
You can request the relevant documents through our purchasing department.Please use our contact form for this purpose.
How do I obtain a certificate of analysis for the items I ordered?
4. Account and Registration
Where can I find my company data in the my Elementar customer portal?
Where can I find my user data in the My Elementar customer portal?
How can I register with Elementar?
Please use the registration form.After review by support, your access will usually be activated within 24 hours.
Who can order from Elementar?
Orders are only possible for business customers (B2B).Registration and activation are required.
Can I order from Elementar or request quotes without registering or as a private individual?
No, orders and quote requests are only possible for business customers (B2B).
How can I change my billing address or add a delivery address?
My company has changed its name – how can I change the master data?
Can I add an additional billing address with the same customer number?
Unfortunately, it is currently not possible to register multiple billing addresses under one customer number.Please contact our customer support to find a solution.
An error message appears during registration – what can I do?
I just registered – why can't I order yet?
Your access will only be activated after approval by our customer support team.This usually happens within 24 hours.
I can't log in – incorrect user ID or password. What should I do?
5. General
What can I find in the My Elementar customer portal?
6. Product & Search
How can I search for products in the customer portal?
Where can I find technical product information?
Technical information can be found on the respective product detail pages in the customer portal.
I can't find a suitable product for my existing item number – what can I do?
Please contact customer support.We will help you find the right item.
Why does my existing article number differ from the number in the customer portal?
Due to the system migration (from Classix to SAP) in 2022, article numbers may have changed.Our customer support team will be happy to assist you with the reassignment.
7. Quotes
Is it possible to have quotes prepared?
Yes, you can request individual offers directly via the customer portal, around the clock, and receive them in your inbox via email within minutes.
Who can request offers from Elementar?
All activated customers can request quotes via the My Elementar customer portal.They will receive the quote as a PDF via email.
How long are basic offers valid?
Our offers are valid for 2 months from the date of issue.
How can I convert a quote into an order?
Does Elementar offer any discounts?
8. Delivery
How does Elementar handle delivery?
What do I do if only part of my order was delivered?
Please check the delivery note first.If the delivery matches the delivery note, the remaining items will be delivered later.If any items are missing, please contact our customer support.
Why does Elementar use Incoterms (Trade Terms)?
Incoterms govern responsibilities and costs between buyer and seller in international trade.An overview of the Incoterms used can be found here, under point III.
Can I request express shipping?
Yes, please contact our customer support team (order@elementar.com) before placing your order to check the possibility of express shipping.
What are the shipping costs for Elementar?
Can I shorten my delivery time?
If you require a shorter delivery time, please contact our customer support (order@elementar.com).We will gladly check the possibilities for you.
What are the delivery times at Elementar?
Wo finde ich die Trackingnummer meiner Lieferung?
For items in stock, the delivery time is 2–5 business days.For items not in stock, please contact customer support (order@elementar.com).
Can I have my goods delivered to a private address?
No, deliveries to private addresses are not possible.Shipping is exclusively to business addresses.
Which shipping providers handle the delivery?
Within Germany, Austria, and Switzerland, shipping is generally handled by UPS.For international deliveries, other shipping providers are used.
9. Payment
What payment methods does Elementar offer?
At Elementar, payment can currently only be made by invoice.
How do I get a copy of the invoice?
Please contact our customer support (order@elementar.com) for a copy of your invoice.
What is Elementar's bank account information?
You can find our current bank details on your invoice or obtain them upon request via customer support (order@elementar.com).
Where can I find my balance statement?
You can request a balance confirmation via our customer support (order@elementar.com).
Is there a credit limit for new customers at Elementar?
No, there is no credit limit for new customers.
10. Complaints and Returns
Where can I file a complaint?
Please send your complaint, including your order number and a description, to our customer support (order@elementar.com).
How can I return incorrectly delivered goods?
Please report the incorrect delivery to customer support, including your order number.You will then receive all the necessary return information (order@elementar.com).