Frequently Asked Questions (FAQs)

Get quick and easy answers to your most common questions.

Viewing & Changing Orders

Q: Where is my order?
A: You can see your most recent orders on the Order Status & Tracking page. There may be times where an order just placed may not immediately appear until the order request has been fully processed by our business systems. If there is a problem with the order, you will generally be contacted by our customer support team.

Related Links

Q:Can I speak to someone about an order I have placed?
A:
  • Try our live support 9:00am - 6:00pm, Monday - Friday
  • Email customer service: hk-sales@element14.com
  • Call customer service: +852 2268 9888, 9:00am - 6:00pm, Monday - Friday
  • Email technical support: hk-technical@element14.com
  • Call technical support: +852 2268 9878 , 9:00am - 6:00pm, Monday - Friday
Q:How do I track my order?
A: Simply log in and go to the Order Status & Tracking section under My Account. The most recent order should be listed first. The tracking number (if available) will be displayed in the order tracking column. Note: some delivery methods may not provide tracking information.

Related Links

Q:What should I do if product is damaged in delivery?
A: Our merchandise is carefully packed for delivery in our distribution centres, however we do realise that delivery damage may occur in spite of these precautions. If any damage occurs please contact our customer support team on +852 2268 9888 or email us at hk-sales@element14.com.
Q:Can I cancel an order?
A:Due to the efficiency of the Internet ordering process, it may not be possible to prevent the delivery of items once an order has been placed. However you can request a return for eligible items by using our Return a Product Request Form.
Q:How do I get a copy of an invoice?
A: You can view and print invoices from the Order Status & Tracking page. If you need a paper copy to be sent, go to the request an invoice form and follow the instructions provided.

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Q:How do I expedite an order?
A:Due to the efficiency of the Internet ordering process, it may not be possible to expedite the delivery of items once an order has been placed. However, you may call our customer support at +852 2268 9888, 9:00am - 6:00pm, Monday - Friday to see if the order can be expedited.

 

Returning a Product

Q: How do I return a product?
A: Please go to our online return a product request form to request a return materials authorisation (RMA) number. You will receive instructions on how to prepare your package for return once you receive the RMA.

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Placing Orders

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?
A:If you want to save your basket online for purchase later you can use the Saved Baskets feature.
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?
A: 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.

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Q: How do I check out from my saved basket?
A: 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 page.

Related Links

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?
A:
  • Try our live support 9:00am - 6:00pm, Monday - Friday
  • Email customer service: hk-sales@element14.com
  • Call customer service: +852 2268 9888, 9:00am - 6:00pm, 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?
A:See the Scheduled Orders section for more information.
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?
A: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?
A: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?
A: Your order will be despatched from the warehouse the same day when you order on or before 12pm. Order after the cut-off time will be processed next day.

Expected delivery lead time is the next working day if the inventory is within the Asia Pacific warehouse. Items being transferred from other global warehouses may require additional time for delivery.

(Please note: Orders on credit review may take longer to process.)
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?
A: See the Trade Account section for more information.
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 e絡盟 service representative at
Q: What characters can be used when filling in forms?
A: 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 .
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 to speak with a service representative.

 

Product Information

Q: Can I speak to someone about technical product information?
A:
  • Try our live support 24 hours a day, Monday - Friday
  • Email technical support: hk-technical@element14.com
  • Call technical support: +852 2268 9878 , 9:00am - 6:00pm, Monday - Friday
Q: Can I get help to find a product?
A:
  • Try our live support 24 hours a day, Monday - Friday
  • Email technical support: hk-technical@element14.com
  • Call technical support: +852 2268 9878 , 9:00am - 6:00pm, Monday - Friday
Q: How do the search filters work?
A:Check the box to filter by selected parameters then click “Apply”.

For parametric filters, the available filters will automatically update with each selection, however you still need to click “Apply” to see the updated product list that matches your filter selection.


You can disable the automatic update by unchecking the “Auto Apply filters” check box above the parametric boxes.

For more information visit the Searching for Products page.

Related Links

Q: How do I stop product notifications?
A: Simply Log in and go to the My Account: Product Notifications and follow the instructions provided for removing a notification.

Related Links

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:How do I check stock and lead times?
A:See the Pricing and Availability section for more information.
Q:What can I enter in the search box?
A:See the Searching for Products section for more information.
Q:How do I select or search by product attributes?
A: Simply type the product attributes alongside the product you need in the search box. For example, if you're searching for a capacitor with a capacitance of 100pF, type “100pF capacitor” into the search box and click “Search”.

The search results will then return all products relevant to the words you have typed in. Other product attributes can then be selected to narrow your results further.
Q:How do I compare products?
A: On the search results page, select products for a side-by-side comparison of attributes to help you make your final choice. Check the products you want to compare and then click "Compare".

To select products from different results screens for comparison, follow these steps:
  • Select your first SKU or series of SKU's on the first results page.
  • Click “Compare”
  • On the Compare screen, use the browser back button to go back to the previous results page
  • Go to the next page of results
  • Select the next SKU or series of SKUs
  • Click “Compare”
Once a SKU is added to the "Compare" screen, it will stay there until you remove it or you close the browser.
Q:What do the 'Tech Info' icons mean?
A:
  •   Click to access a datasheet on the manufacturer's website.
  •   Click to open the MSDS on the manufacturer's website.
  •   Click to access the manual for this product.
  •   Click to view the product's application note.
  •   RoHS Compliant Item
  •   Click to access a RoHS Certificate of Compliance
Q:What does the ‘RoHS Compliant’ icon mean?
A: See the RoHS / Legislation section for more information.
Q: What is a substitute item?
A:
  • An exact substitute is functionally identical (same form, fit and function) but has a different unit of measure from the same manufacturer.
  • An upgrade substitute is a product that has been improved by the same manufacturer.
  • A suggested substitute is a product that is functionally similar with similar form and fit.

 

My Account

Q: How do I reset/change my password?
A:

Forgot Password

If you have forgotten your password, you can easily request your password to be reset.

Change password

If you remember your current password, simply log in and go to the My Account: Change password page and follow the instructions provided.

Related Links

Q: How can I request my username?
A: If you have forgotten your username, you can easily request your username to be sent to the email address in your profile.

Related Links

Q: How do I change my delivery/invoice address?
A:You may submit a request to update your invoice address by logging in and going to your Address book. Select the address you first used to open your account with us and update the information. When you submit the form, our support team will be notified to verify the address and will make the update in our business systems.

Related Links

Q: How do I set up a trade account?
A: You may request a trade account when you register and place your first order on this site.

NOTE: Orders may be delayed while business credit verification is performed.

You can also contact us to set up an account.

  • Email customer service: hk-sales@element14.com
  • Phone customer service: +852 2268 9888, 9:00am - 6:00pm, Monday - Friday

Related Links

Q: I am already a customer. What do I need to do to order online?
A: Your account number does not automatically give you access to a web account; you need to create this by registering online. Registration is very quick and easy and once completed, you are free to place orders online. To register you will be asked to supply a few details and select your username and password, which will be your unique key to accessing the website. Your web account will allow you to update your details online, including your account number and preferences.
Q: What characters can be used when filling in forms?
A: 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

 

Purchasing and Procurement

Q: What purchasing and procurement options do you have?
A: See the Purchasing and Procurement section for more information.
Q: What is iBuy?
A: iBuy is an online tool integrated into the e絡盟 website, allowing a more efficient purchasing process, from product selection through to approval and placement of order.
For more information, view the iBuy section.