Frequently Asked Questions
- 1 - How to find a product ?
-
- Use the search bar just below the TLHP logo Be careful to write the precise model of the product for example RCF LF18G401, if you write "LF 18 G-401" it won't work, write "LF18G401" without spaces and it will work.
- You can also start a more precise search with the page le lien "advanced search" just below the search bar in the head of the page, with this form you can search by some attributes (name, sku, availability...).
- Go in the main navigation menu and select a category
- Contact-us to get help to find a product
hide the response
- 2 - How to place a new order
-
- Add products in your cart : browse the site and add one or more products in your cart.
- When your cart matches with your needs click on the button "Proceed to Checkout" and you will be redirected to the checkout process in 5 steps : Billing Information, Shipping Information, Shipping Method, payment Information and Order Review.
- At the last step, click on the button "Place Order" to get your order placed.
hide the response
- 3 - How to return a product
-
- Login your customer account and click on the link "RMA" above the logo of the website.
- Click the button "Request New RMA"
- Select the order concerned by the return
- Fill in the form and validate the form
- You will receive an email with our reply.
hide the response
- 4 - I have just placed a new order : When will I receive my order ?
-
- When your order is placed and paid our service manages it. Orders with payment by bank transfer or check requires more time to be managed.
- Orders with only products in stock (and enough stock level) are dispatched the same day or the next business day.
- Orders with one or more products out of stock products are waiting for supply (if there are others products in the order and in stock, they are reserved), you receive an email to warn you about the order status.
- You can see your order history.
- If your order has been place more than 5 days ago without status notification do not hesitate to send us an email clicking on the link "Contact us about this order" , then you will be redirected to a dedicated form about your order, fill in the form and validate it, we receive your request quickly.
hide the response
- 5 - What is the leadtimes when I place an order ?
-
For that please consult the page Order deadline
hide the response
- 6 - Which are products in stock, out of stock ?
-
Products in stock at our place are shown "In stock" online, and the quantity in stock is shown. Others products with different availability status are out of stock. For more information please consult the page product availabilities
hide the response
- 7 - How much are the shipping costs?
-
The price of the delivery is calculated according to the total weight and dimensions of your order, as well as the delivery zone and the type of service more or less fast.
To simulate an order (Shipping solutions and VAT) :
- Login into your customer account
- Add products to your cart in the quantity you want
- In the left bottom of the cart page, in the block titled "Simulation Shipping / TVA" :
- Select the country in the list
- Fill in the postal code
- And click on the button "Get a Quote"
The different shipping solutions are displayed and the VAT is calculated (following the country delivery).
You can select the shipping solution you want and add it to the total amount of the cart clicking on the button "Update Total".
hide the response
- 8 - What are the shipping methods ?
-
For this question,please consult this page
hide the response
- 9 - How to pay my order ?
-
For this question,please consult this page
hide the response
- 10 - I need an invoice
-
Your invoice is available online directly. You can download it just after your order is shipped, in average between 24 and 48 hours after (except week-end and day-off). To get your invoice, consult the order online in your customer account and click on the button "Download Invoice".
For orders trough PDF quotation :
Please contact us with your quotation number and we will send your invoice by email.
Within 24 to 48 hours after the total shipment of your order (excluding weekends and holidays), the invoice is available for download from your customer interface.
If your invoice is not available for download from your customer area, please ask us for your invoice via the contact page or by email.
Complementary information :
- When your order is placed and paid, we set a deposit invoice. If you need a proof of payment we can send it to you on your request (only by email)
- When your order is dispatched you receive a notification by email to track your order.
- The invoice is available after the order is dispatech completely.
- Partial shipping are not invoiced, the invoice is available when all back orders are shipped.
- Some orders can be invoiced partially, it means partial shipping a year and back orders the next year.
hide the response
- 11 - What about Newsletter subscription ?
-
We do not send Newsletter.
hide the response
- 12 - I received my order but the product is not what I ordered, or damaged or do not matches with my need, how to do ?
-
- Login your customer account and click on the last link in the account menu "RMA" .
- Click the button "Request New RMA"
- Select the order concerned by the claim
- Fill in the form and validate the form
- You will receive an email with our reply.
hide the response
- 13 - I ordered products out of stock, how can I monitor the progress of the supply?
-
- Since December 2021 you have had a dynamic information section (on the page of your order from your customer account) which allows you to follow the evolution of supplies. As suppliers provide lead time information, we record it in our system and make it available. Please note, this information is indicative and may change at any time. If you are viewing your order and no procurement information is displayed, it means that we do not have any information to communicate yet, please visit the order page again later. If nothing is displayed after several weeks of waiting, you can contact us.
hide the response
- Your question is not in this list? Do not waste any more time : Contact-us!
