FAQ - cooperation questions

Wholesale cooperation

What conditions do I have to meet to start the cooperation?

The condition for starting cooperation is having a company and setting up an account in our wholesale store.

Do I have to attach any documents to open an account / if so, what specific documents?

In the registration form it is possible to attach company documents, however, it is not required, it is enough to correctly fill in the registration form by providing company and contact details and we will verify the application on this basis.

How to create an account?

Creating an account is very simple and intuitive, just fill in the form "Registration".

When will I get an access to the wholesale prices?

An access to the wholesale prices takes place immediately after positive verification of the account, which will be provided by the individual account manager.

Your account

What should I do if I can not log in?

Logging in to our wholesale GSM is usually quick and easy, but you need to make sure that you are logging in to the correct domain: https://b2b.hurtel.com/en/.

I forgot my password or login, what can I do in this situation?

You can reset your password in the tab: "your data", then "your account", then "change your password".

Products and prices

Where does the goods come from?

We are a direct importer and official distributor of many reputable manufacturers from around the world. We are also the manufacturer of the Wozinsky brand. See more in the "Producers" tab.

Are the wholesale prices on the website the final ones? Can I get an additional discount?

There is a possibility of quantity discounts, the information is available next to the product on the website, we encourage you to negotiate for larger quantities.

What about the products which are out of stock, where can I see the delivery information?

The upcoming deliveries have the delivery date entered on the website (available next to the product). If something is unavailable, you can also write to your account manager to check the availability or order products specially for you.

In our wholesale GSM, we pay great attention to the availability of the products, deliveries take place at least once or twice a week, if the product is not available, information about its future availability can be obtained from your account manager or by entering your e-mail address in the option next to the product "notify me when the product is available". The latest deliveries can be found in the "Delivery" tab.

Can I reserve products? On what basis?

It is possible, if you want to reserve some products, please contact your sales representative.

Does adding a product to the basket guarantee the goods reservation?

Adding a product to the basket does not guarantee that it will be reserved for this purpose, it is best to complete the ordering process or ask your account manager to make a reservation.

Order processing

How can I place an order?

Orders in our wholesale store are placed with the use of customer's account. It is also possible to place orders by using CSV files. More information in "Place an order by CSV" tab.

Is there a Minimum Order Value (MOV) when it comes to the orders?

The minimum value of the basket is 25 EUR. More information in "Terms and Conditions" tab.

Where can I check the status of my order?

The order status can be checked at each stage of the process in the customer's account in the orders tab.

When will I receive a VAT / CSV invoice for my order?

Commercial invoices are sent electronically to the customer and are available for download in the orders tab immediately after sending the order.

Payments, shipping

What are the free shipping thresholds?

Free shipping thresholds differ from country to country and depend on many factors, in this case it is best to contact your sales representative.

What are the shipping costs? Is express shipping possible?

You can check the shipping costs in "Delivery cost" tab. It is possible to send the order by express shipping after selecting UPS express or DHL express worldwide in the basket.

Can I merge several orders into a larger one?

Yes, there is such a possibility. Please contact your account manager to merge the orders.

Payment terms - is it possible to receive invoices with deferred payment terms?

In our wholesale shop, orders are processed according to the following payment methods:

• Prepayment (bank transfer, PayPal, credit card);
• Cash on delivery - UPS.

More information about payment methods in "Payments" tab. To discuss the Trade Credit conditions please contact your account manager.

What does the order processing look like?

We are processing the orders from Monday to Friday. Orders for available products, placed and paid by 3 p.m., are shipped on the same day.

Where can I find the tracking number of my order?

The tracking number is sent electronically to the e-mail address provided, it is also available in the orders tab in the customer's account.

How long will I wait for the parcel?

Estimated delivery time to selected destinations can be found in "Delivery" tab.

Warranties, claims, returns

What is the warranty for the purchased products?

The product warranty is 12 months.

How can I make a complaint of the product, will the shipping costs be refunded?

You can submit a complaint in many ways. The easiest way to do this is via the Complaints tab in Your account panel. You can also send an e-mail directly to the complaint department at the address rma@hurtel.com. More information in "Withdrawal from the agreement" tab.

Integration and dropshipping

Do you provide files for CSV / XLS integration with photos and stock?

Yes, it is possible to integrate with CSV or XLS files.

Do you operate on the basis of dropshipping?

We do not offer dropshipping at the moment, we recommend the popular cross docking.