FAQ Frequently Asked Questions

Click on the question to see the answer.

Questions:

• Motedis Special Concepts

  Here you can find the definition of some special words we use in our shop.

  • What does Ex Works mean?

  • What does RYA mean?

  • What does SLY mean?

  • What does Platform mean?

  • What does IN VIFA BOX mean?

  • What does D17/D17 - SSV or V mean?

  • What is the Babble Factor?

  • What is the Pizu?

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• Products

  Here you can find the most common questions and answers related to our products.

  • What types of machining can be applied to the profiles?

  • Profile tolerance :

  • General information about our Aluminium extruded profiles

  • Can we order profiles longer than 1980mm?

  • Do you have V-Slot profiles?

  • Do you sell black profiles?

  • My order has been delivered but products are damaged or missing. What should I do?

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• Services

  Here is all information related with our services.

  • What are the delivery times?

  • Payment methods:

  • Cancellation of the order :

  • Can I pick up my order?

  • Communication:

  • Why doesn't the tracking of my order change?

  • Shipping: Has my order been shipped yet?

  • Which carrier do you use for my order?

  • Can I add products to my current order?

  • How do I get my invoice?

  • Can you ask the delivery person to call me before delivery?

  • Can you call me when you ship?

  • Could you give us a discount or a commercial gesture on the shipping costs?

  • My account has been banned. Can I still order from Motedis?

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Answers:

Here you can find the definition of some special words we use in our shop.

• What does Ex Works mean?


• What does RYA mean?


• What does SLY mean?


• What does Platform mean?


• What does IN VIFA BOX mean?
Your order is in a sarcophagus with other orders en route to our national logistics centre in Spain.

• What does D17/D17 - SSV or V mean?


• What is the Babble Factor?
Motedis fully automates the purchasing process in our online customer interface and we remove unnecessary services to offer you very competitive prices for small and large orders. In this way, industry standard products are available to anyone who can deal with a robot of a few words. Our customers don't need help with the application of the products, as they already know exactly what they need and how to use it to bring their ideas to life. The interference factor is calculated as follows: Our software analyses our experience with you as a customer. Through normal communication efforts, you get better prices and additional offers. Automatically, without the intervention of an employee. The system "likes" you (SLY). No more communication efforts with employee intervention, the system "doesn't like you".

• What is the Pizu?
Pizu is a kind of tax for pickers. This "tax" is only counted if you take a unit of the product.

Here you can find the most common questions and answers related to our products.

• What types of machining can be applied to the profiles?
Quick Connectors.
Metric thread can be used to attach some accessories to the core of the profile using a Metric ScrewMetric Screw

• Profile tolerance :
The tolerance when cutting is 0.30 mm.
You can find technical information here:
Technical informations

• General information about our Aluminium extruded profiles


• Can we order profiles longer than 1980mm?
Yes you can order bars up to 6m. However, the shipping costs are very high. For all requests for lengths longer than 1980 mm, please contact us in the control centre.

• Do you have V-Slot profiles?
No we do not have V-Slot profiles.

• Do you sell black profiles?
No, all our profiles are aluminium.

• My order has been delivered but products are damaged or missing. What should I do?
Write to us in the control centre of the order concerned, detailing the products concerned and the quantities, and take photos of the damage (they will be requested).

Here is all information related with our services.

• What are the delivery times?
Normally, our lead times are 3-6 working days for production + shipping time. Please note: The announced delivery times are given as an indication and do not constitute a promise in any case.

• Payment methods:
Currently you can pay by bank transfer or PayPal. Soon payment by card will be possible. Note: -The production of your order will start as soon as the payment is received. -If the payment is not made within 10 days, the order will be automatically cancelled.

• Cancellation of the order :
The order will be automatically cancelled if, within 10 days, it has not been paid for. You can also leave a comment in the control centre to request cancellation. Conditions for cancelling an order during production: -You can cancel your order as long as the production is not finished. -If the profiles in your order have not been cut. (Please note that cuts are made at the request of each customer).

• Can I pick up my order?
Normally yes, you can ask to pick up your order at our premises in Germany. With the health crisis, we have removed this possibility in order to protect both our teams and our customers.

• Communication:
The best way to contact us is in the control centre of your order or by email. We do not communicate by phone. It is therefore useless to try to reach us by phone either in Germany or at one of our partners.

• Why doesn't the tracking of my order change?
It can take several days to update the tracking. If after 3 or 4 working days you do not see any changes, send us a message in the control centre of the order concerned to inform us.

• Shipping: Has my order been shipped yet?
When your order is shipped, you will receive a notification in the control centre. Approximately 12 hours after this notification, you will receive the information for tracking your package.

• Which carrier do you use for my order?
Depending on the order, we ship with GLS and/or DPD (except in exceptional cases)

• Can I add products to my current order?
Yes for this just inform us in the control centre and we will give you the procedure.
Please note: Adding products is only possible if your order is in production.

• How do I get my invoice?
You can download it from the control centre of the relevant order.

• Can you ask the delivery person to call me before delivery?
Unfortunately we are unable to pass on any information to the delivery person. You will be able to do so with the tracking number that will be sent to you after your order has been shipped.

• Can you call me when you ship?
Motedis does not communicate by phone. When your order is shipped, you will receive a message in the control centre.

• Could you give us a discount or a commercial gesture on the shipping costs?
Motedis does not offer any discounts or commercial gestures.

• My account has been banned. Can I still order from Motedis?
A banned account is a closed account. If your account has been closed, there can be several reasons: - you have disrespected your Motedis contact, - you did not follow or respect our procedures, - the Motedis team detects the claim of products that are not correct. If your account has been closed, you can no longer order from Motedis.