Frequently Asked Questions (FAQ)
Find answers to common questions about our products, ordering, shipping, and technical support.
Ordering & Payment
How do I place an order?
Simply add products to your cart and proceed to checkout. You can checkout as a guest or create an account for faster future orders.
What payment methods do you accept?
We accept:
- Visa, Mastercard, American Express
- PayPal
- Bank transfer (for large orders)
- Purchase orders (approved business accounts)
Is my payment information secure?
Yes. We use industry-standard SSL encryption and do not store credit card details on our servers. All payments are processed through secure payment gateways.
Can I get a quote before ordering?
Absolutely! Use our "Request a Quote" form on product pages or contact us directly for custom pricing on bulk orders.
Do you offer volume discounts?
Yes, we offer competitive pricing for bulk orders. Contact us with your requirements for a custom quote.
Products & Compatibility
How do I know if a PLC or drive will work with my system?
Check the product specifications for:
- Voltage requirements (120V, 240V, 480V, etc.)
- Communication protocols (Ethernet/IP, Modbus, Profibus, etc.)
- I/O count and types
- Programming software compatibility
Need help? Our technical team can assist with compatibility questions.
Are all products brand new?
Yes, all products are brand new unless specifically marked as refurbished or used. We only sell genuine products from authorized distributors.
Do products come with manufacturer warranties?
Yes, all products include full manufacturer warranties. Warranty periods vary by product (typically 1-2 years). See individual product pages for details.
Can you help me select the right VFD for my motor?
Yes! We need to know:
- Motor horsepower (HP) or kilowatts (kW)
- Voltage (single or three-phase)
- Full load amps (FLA)
- Application type (pump, fan, conveyor, etc.)
Contact our technical team for VFD selection assistance.
What's the difference between Allen-Bradley and Siemens PLCs?
Both are industry leaders with different strengths:
- Allen-Bradley (Rockwell): Popular in North America, RSLogix/Studio 5000 programming, strong in discrete manufacturing
- Siemens: Popular in Europe, TIA Portal programming, strong in process automation
Choice often depends on existing systems, programmer familiarity, and regional support.
Do you sell programming cables and software?
We sell programming cables. Software licenses must typically be purchased directly from manufacturers (Rockwell, Siemens, etc.).
Shipping & Delivery
Do you ship internationally?
Yes! We ship worldwide. Shipping costs and delivery times vary by destination. See our Shipping Policy for details.
How long does shipping take?
- Australia (Domestic): 5-7 business days (standard)
- New Zealand: 7-10 business days
- International: 10-25 business days depending on destination
Express shipping available for faster delivery.
Can I track my order?
Yes, you'll receive a tracking number via email once your order ships. Track your shipment through the carrier's website.
What if my package is damaged?
Inspect packages upon delivery. If damaged:
- Note damage on delivery receipt
- Take photos of package and product
- Contact us within 48 hours at support@electrowell.com
- Keep all packaging materials
Do you charge customs duties for international orders?
Customers are responsible for any import duties, taxes, or customs fees charged by their country. These vary by location and are not included in our shipping costs.
Returns & Warranty
What is your return policy?
30-day return period for most products. Items must be:
- Unused and in original condition
- In original packaging
- Returned with RMA (Return Authorization) number
See our Return Policy for complete details.
How do I return a product?
- Contact us to request RMA number
- Pack item in original packaging
- Write RMA number on outside of package
- Ship to address provided in RMA email
Who pays for return shipping?
Customers pay return shipping unless the item is:
- Defective or damaged
- Wrong item shipped
- Not as described
How long do refunds take?
Refunds are processed within 5-7 business days after we receive and inspect your return. Allow additional 5-10 days for your bank to process the refund.
What if a product fails under warranty?
Contact us to initiate a warranty claim. We'll work with the manufacturer to arrange repair or replacement. Most manufacturer warranties are 1-2 years from purchase date.
Technical Support
Do you provide technical support?
Yes! We offer:
- Product selection assistance
- Compatibility verification
- Basic configuration guidance
- Troubleshooting advice
Note: For detailed programming support, consult manufacturer documentation or hire a certified integrator.
Where can I find product manuals and datasheets?
Product datasheets are available on individual product pages. Full manuals can be downloaded from manufacturer websites:
- Rockwell Automation (Allen-Bradley): literature.rockwellautomation.com
- Siemens: support.industry.siemens.com
- Omron: industrial.omron.com
- Schneider Electric: se.com
Can you program PLCs for me?
We sell hardware but do not provide programming services. We can recommend qualified system integrators in your area.
What programming software do I need?
Depends on the PLC brand:
- Allen-Bradley: RSLogix 500/5000 or Studio 5000
- Siemens: TIA Portal or Step 7
- Omron: CX-Programmer or Sysmac Studio
- Schneider: Unity Pro or EcoStruxure
How do I wire a VFD?
Safety Warning: VFD installation should only be performed by qualified electricians. Basic steps:
- Disconnect all power sources
- Connect input power (L1, L2, L3)
- Connect motor output (U, V, W)
- Wire control terminals as needed
- Connect ground properly
- Follow manufacturer's manual
Always follow local electrical codes and manufacturer guidelines.
What's the difference between a PLC and a PAC?
- PLC (Programmable Logic Controller): Designed for discrete control, ladder logic programming
- PAC (Programmable Automation Controller): More powerful, handles discrete + analog + motion, multiple programming languages
PACs are essentially advanced PLCs with more capabilities.
Still Have Questions?
We're Here to Help!
Our team is available 24/7 to answer your questions
Email: support@electrowell.com
Phone: [Your Phone Number]