FAQ

• Need support for your equipment or product?

  To guarantee optimal service continuity, we provide you with a support space accessible 24/7.

  Enter the name of your equipment or product, select it, and access numerous technical resources: user manuals, installation drivers, safety data sheets, instructions, etc.

  This space is regularly enriched to centralize as many technical elements frequently requested by our customers as possible.

  Your feedback matters to us: every suggestion helps improve this service and better meet your needs.

  Important: access to this space is reserved for customers who purchased their equipment from Thermoflan and have a validated account.
  Your account will be activated by our team after registration.

• Opening hours

  We are open from Monday to Friday, from 8:30 AM to 6:00 PM, without interruption.

• Payment terms

  For any first order, advance payment is required. You can pay by credit card (MOTO), bank transfer, or check. Your order will be shipped upon receipt of payment.

  Subsequently, we can offer to open an account with payment terms via Direct Bill of Exchange (L.C.D) at 30 days end of month (adjustable upon request).

  In order to maintain a healthy business relationship and ensure the sustainability of our company, no order will be shipped in the event of late payment, until the situation has been regularized.

• Damaged package: what to do?

  Important: upon delivery, always check the condition of the package in the presence of the delivery person.

  If the packaging shows signs of damage (torn or pierced package, missing item…), carefully note the anomalies on the delivery slip and open the package in front of the delivery person to check its contents.

  These reservations are essential for us to file a claim with the carrier. In the absence of written remarks, unfortunately, no claim can be taken into account.

  In case of a problem, contact us quickly: our team will do what is necessary to assist you in resolving the incident.

• Technical and safety data sheets

  You can access the safety data sheets as well as the technical sheets by directly entering your machine model in the “Find your model” field.

  For any additional information, our team is at your disposal.
  If a document seems missing or if you encounter a difficulty, please inform us as soon as possible so that we can provide a quick solution.

• What is the delivery cost?

  Free shipping is set at €450 excl. VAT for the purchase of consumables.

  For the sake of transparency and quality of service, we do not apply any minimum billing, any fee participation, or any packaging fees.
  Below the free shipping threshold, shipping costs are billed at the actual rate, based on the tariff applied by the carrier — without any markup on our part.

• What are the delivery times?

  We work with two carriers recognized for their reliability:

  – Fedex/TNT for small packages (under 30 kg)

  – Kuehne + Nagel for larger shipments (packages or pallets over 30 kg)

  Orders placed before 12:00 PM are shipped:

  – The same day via Fedex/TNT

  – The next day via Kuehne + Nagel

  Delivery times are as follows:

  – Fedex/TNT: delivery the next day before 1:00 PM

  – Kuehne + Nagel: delivery in 24 to 48 hours, depending on your location.

  (These times are not contractually guaranteed but are met in over 90% of cases.)

  In the event of an exceptional unavailability of an item or abnormal delay, you will be notified as soon as possible.