Frequently Asked Questions (FAQs)
Get quick and easy answers to your most common questions.
Viewing & Changing Orders
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.
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- Contact our Customer Service Team on 0800 90 80 80, 11:00AM to 8:00PM (NZDT/NZST), Monday - Friday
- Email our Customer Service Team: nz-sales@element14.com
Simply log in and go to the Order Status & Tracking section under My Account. The most recent order should be listed first.
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Our merchandise is carefully packed for shipment by our distribution centres, or is pre-packaged by our suppliers in compliance with carrier requirements. However, we realise that shipment damage may occur in spite of these precautions. Please check all shipments when they are delivered for shortages or external signs of damage. If you find a problem, please contact our Customer Service Department. If containers in your shipment appear damaged, you should immediately unpack them and inspect the contents. If there is damage, please contact our customer service department. Even if the containers in your shipment appear undamaged, you should still unpack and examine them as soon as possible. If you find concealed loss or damage, immediately contact our customer service department on 0800 90 80 80. Please do not dispose of any containers or packing material before any carrier inspection..
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. You can request a return for eligible items by using our Return a Product Request Form.
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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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 0800 90 80 80, 11:00AM to 8:00PM (NZDT/NZST), Monday - Friday to see if the order can be expedited.
Returning a Product
To obtain a Returns Authorisation Number, you can complete an online Request a Return Materials Authorisation form and a Returns Authorisation Number will be emailed to you within 24 hours, Monday-Friday. You can also contact us on 0800 90 80 80 or email nz-sales@element14.com.
You'll need to provide the following information:
- Your element14 account number or CID number
- Your order reference number
- The part number(s) you are wanting to return
- The reason for returning the goods (including full detailed description if faulty)
It's always best to keep your tax invoice, docket or receipt as proof of purchase in case you need to make a return. We'll give you your refund in the same way that you paid with proof of purchase.
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Placing Orders
Product lead time refers to the estimated time we are expecting to have additional inventory from the manufacturer that will be available for customers to order.
When a part is on backorder, it means that the item is currently out of stock or unavailable for immediate delivery due to either high demand, production delays, or supply chain disruptions. We will advise you of the expected waiting time for delivery and offer substitutes or similar items as an alternative.
If you want to save your basket online for purchase later you can use the Saved Baskets feature.
Order minimums and multiples refer to the minimum quantity of a product that a customer must purchase in a single order and the subsequent multiples in which additional units can be ordered. Certain products, like resistors or cables, come in reels or packs of a 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.
You can enter a voucher code on the shopping basket page at the ‘add a voucher code’ box. 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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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
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”.
Quotes, Delivery & General Info
Yes, visit our Contact Us section to find out how to contact us.
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.
See the Scheduled Orders section for more information.
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.
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.
See the Quotes section for more information.
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.
At this moment, we don't offer Saturday delivery, you can refer to Delivery Information section for more information.
Orders & Account/Payment
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.
Same-business-day dispatch for in-stock items:
- The order cut-off time is 9:30 p.m. for the same-business-day dispatch of in-stock items
- We will dispatch orders received on Saturday or Sunday the following business day
Although we strive for fast delivery of your orders, certain orders may take longer to dispatch. These include, but are not limited to:
- Orders of goods not currently in stock
- Orders placed with a request for a future release date, or a consolidated shipment
- Orders with special packaging or handling requests
- Orders placed by an account which is under credit review
Please note that customs clearance may also impact the delivery time.
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.
See the Trade Account section for more information.
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 element14 service representative at 0800 90 80 88
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
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 0800 90 80 88.
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.
Product Information
- Try our live support 24 hours a day, Monday - Friday
- Email technical support: nz-technical@element14.com
- Call technical support: 0800 90 80 83, 11:00AM to 8:00PM (NZDT/NZST), Monday - Friday
- Try our live support 24 hours a day, Monday - Friday
- Email technical support: nz-technical@element14.com
- Call technical support: 0800 90 80 83, 11:00AM to 8:00PM (NZDT/NZST), Monday - Friday
Simply Log in and go to the My Account: Product Notifications and follow the instructions provided for removing a notification.
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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.
See the Pricing and Availability section for more information.
See the Searching for Products section for more information.
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.
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.
How do the search filters work?
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.
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Website Navigation & Product Search Features
See the RoHS / Legislation section for more information.
- 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.
What do the icons next to Order Code mean?
Datasheet
Click to access the datasheet, manual or product application notes.
RoHS Compliant item
Click to view the RoHS certificate.
RoHS Compliant including Phthalates
Click to view the RoHS certificate.
My Account
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.
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If you have forgotten your username, you can easily request your username to be sent to the email address in your profile.
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You may submit a request to update your invoice address by logging in and going to Addresses in My Account. Click on ‘Request New Invoice Address’, enter the new address and click Save. Your request will then be handled by our customer service staff. Please note: the request for a new invoice address will not delay your orders being processed. Any orders you have placed will be invoiced to your former invoice address until we have reviewed and made the requested changes.
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The following characters can be used when filling in forms:.
- a-z A-Z 0-9
- All punctuations and most special characters except ‘|’ ‘,’ (comma) & ‘\’ (Note: fields such as post codes, phone numbers etc. will not accept special characters)
If you have more than one account you may change the account for your current order on the Order Information page under account selection. If you do not have more than one account you may request a new account when placing an order by selecting the option under the account selection on the Order Information page.
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.
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: nz-sales@element14.com
- Phone customer service: 0800 90 80 80, 11:00AM to 8:00PM (NZDT/NZST), Monday - Friday
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Purchasing and Procurement
See the Purchasing and Procurement section for more information.
iBuy is an online tool integrated into the element14 website, allowing a more efficient purchasing process, from product selection through to approval and placement of order. For more information, view the iBuy section.