Select a category:
General
Questions
Payment Questions
Shipping Questions
Element Design Questions
Is
Sydney the Head Office?
Our
Head Office is situated in beautiful Coffs Harbour on the NSW mid north coast,
which helps to keep our manufacturing costs down while still allowing for quick
delivery of our goods.
Where do you have
offices?
Our head office and manufacturing plant is located in Coffs Harbour, however,
we have sales branches in Sydney, Melbourne and Brisbane, with storage areas to
store the most commonly used elements for customers.
Do
you manufacture at the branches?
All
manufacturing is done in Coffs Harbour and can be freighted to you direct, this keeps our costs down and ensures that our
quality is always to a high standard. We still produce and deliver goods
as quickly, if not quicker, than most of our opposition.
Do you have design staff at the
branches?
All
our technical design staff are located in our head
office in Coffs Harbour. The branch staff and sales rep can, however, take
samples and details of your unit for quoting and ordering.
Do
you stock elements at the branches?
Limited stock is held at our sales branches,
including some finned air heaters; refrigeration heaters; drum heaters;
controls and other standard products. If you would like us to keep stock for
you to order on a regular basis, please contact us and we can arrange this.
Do you produce domestic
elements?
We are able to, however it is usually not cost effective to make a special
element for domestic purposes and you may find a cheaper off the shelf item elsewhere.
If, however, you cannot get it from a wholesaler or the original manufacturer
we may be able to help you.
Are you able to manufacture large
production runs as well as one-offs?
Yes,
Thermal Electric has the capacity to produce large runs as well as one-off
special elements. All products can be designed specifically to suit your needs.
What sort of turn-around times do you
offer?
While
turn-around times depend on the level of production at the specific time, our
general lead time on most manufactured orders is around 5 working days.
What hours are your offices
open?
The
Coffs Harbour Plant is open from 7am to 5pm, Mon-Fri. Sydney,
Melbourne and Brisbane offices are all open from 7:30am to 5pm Mon-Fri. For
more information please click here
to see our Locations page.
Do you offer a warranty on your products?
Yes, click here to view our warranty details.
Our company policy stipulates that your first order with us needs to be paid up front. Larger orders may be paid in instalments if approved. This is due to the nature of our business in that most of our products can not be resold if the order is cancelled as they have been specifically designed for that particular use.
How can I pay?
We accept payments via four methods: EFT (or direct deposit); Cheque; Credit
Card or Cash at one of our branches.
1.
EFT
You
can deposit money directly into our bank account via your banking program or at
any NAB branch.
Bank
details are as follows:
BSB:
082 551
Account
Number: 027 371 864
Account
Name: Thermal Electric Elements
Bank:
National Australia Bank
2.
Cheque
Cheques
can be made payable to Thermal Electric Elements and can be forwarded to any of
our offices for processing.
3.
Credit Card
We
accept MasterCard and Visa. You can call, fax or email your credit card details
to us at any of our offices for processing. Unfortunately we are unable to
accept Diners Club International or American Express (AMEX).
How can I open a trade account?
If
you would like to open a trade account with us, please contact your nearest
branch for a trade account application form. Please note, however, that your first
order with us will need to be paid for up front, regardless of your application
for a trade account.
Why do some of my orders require a
deposit even though I have a trade account?
Due
to the nature of our business, many of our units can not
be resold if an order is cancelled after production has begun. This is due to
the fact that the units are often designed for a specific application for a
specific customer. While most orders will be placed on your trade account, some
larger value orders may require a deposit as a guarantee of your order or to
purchase specially manufactured parts or materials that we cannot return to our
suppliers.
Is there a minimum purchase amount?
There
is a minimum order value of $350+GST if your element needs to be manufactured.
The part can be bought at this price or a higher quantity purchased at the
quoted price. For example, if you have been quoted $200+GST for an item, you
can either get two for $400+GST or purchase one at $350+GST. If we have
something off the shelf that will suit, then the minimum order value will not
apply.
How
much is shipping?
This
depends on the size and weight of the article and where it is being shipped to
and will be specified on your quotation. If you would like to use your own
freight company for the shipment of your goods, please ensure they are able to
pick-up goods from Coffs Harbour and then stipulate your account details on
your order.
How
long will it take to get to me?
This
will depend on where the goods are being sent to.
For
General Road Freight: Goods going to Sydney or Brisbane areas from our head
office often get there overnight, while deliveries to Melbourne can take around
2 days. Deliveries to regional areas or other states such as Tasmania, WA, SA
and the Northern Territory can take longer.
Air Freight: This can be
overnight in most cases.
Why do
I still have to pay for freight when I am picking the goods up from a TEE
branch?
All
of our goods are manufactured in our head office at Coffs Harbour (in Northern
NSW) and hence, once ready, need to be freighted to the relevant branch for you
to pick up. If it is more convenient, the goods can be shipped directly to the
location of your choice. Our quoted freight cost also includes a packing
charge.
What
do I do if freight is lost or delayed?
If
your goods are not delivered to you by the expected time, please contact your
nearest Thermal branch with your order number and we will track the parcel for
you through our freight courier. While all care is taken in the delivery of the
goods and ensuring they arrive on time, we cannot take any responsibility for
the actions of the freight company, but we will, however, endeavour to resolve
any issues as best we can.
Does
the design of the element I am looking for have to come from your
catalogue?
No,
the catalogue only represents a small part of what we do. We custom
design and manufacture specials, so we cannot put everything onto the web or in
a catalogue, we manufacture thousands of different shapes and sizes of elements
each month and can design a unit specifically for your application. To send
through a request for a quote, please click here.
Do
you have design and technical back-up?
Yes,
we have a number of people on the design team that are there specifically to
answer your questions and assist you with your enquiries as well as provide
after-sales service.
Can
you manufacture special elements?
Yes,
that is what we are best known for. Custom design heating elements is
what we specialise in, however we can provide custom
heating solutions for any application. We also manufacture complete duct
heating units as well as a range of standard heating products.
Why
are you sometimes more expensive than other manufacturers?
We
are custom designing and manufacturing a heating element to suit your requirements.
We use the best quality materials and design it to last. We are able to
get the best possible efficiencies and heat coverage which saves you a lot of
money in running costs and heat up times. Our products are known to last longer
than many others and we pride ourselves on our quality.
I
have an element that I need to replace, can you make a
new one from the sample?
Yes,
if you can supply the sample, we can make it. Whether it be replacing a faulty
existing element that is causing problems, or redesigning an existing element
to perform more efficiently, we can help.
Can
you manufacture one-offs?
Yes,
we produce mainly one-off units.
Do
you make duct heaters?
Yes,
Thermal are now one of the largest producers of duct heaters in Australia and
are capable of providing everything from the switches and controls, to the duct
heater inserts, to the complete package itself, including duct section.
Visit the Air Conditioning product page
here for further information regarding our capabilities and products
Do
you do ceramic and quartz heaters?
Yes,
we have just obtained some large agencies for excellent quality quartz and
ceramic heaters. Please visit our E-Store here to view our stock range.
Please contact
us if you have a question that is
not covered here.
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