Products

Who can I contact for technical product information?

If you need more information about our products, please contact your assigned sales representative. If you have not created a registration, you can use the services of our infoline and e-mail. We will contact you within 3 working days.

The product I am looking for is not in stock. When will it be back in stock?

We're sorry if the product you're trying to buy isn't currently available. We are constantly working on our stock, so it is possible that the product is already in production. Even a product that is not in stock can be ordered. After ordering, you will be contacted by your sales representative, who will tell you the date of stocking. Of course, you can find out this information from your sales representative without ordering.

Where are your products manufactured?

The production of our products is in the Czech Republic in Hulín, we have the entire production process under one roof.

I did not find what I need in the e-shop, what can I do?

Our product range is very extensive, you can read the entire range of production here. On the e-shop you will find only some categories and only the most common goods. So if you have not found what you need, you can contact us using the contact form or contact your sales representative directly.

I'm not sure about the choice of product. Can I get advice somewhere?

Of course, simply contact your assigned sales representative. If you have not created a registration, you can use the services of our infoline and e-mail.

Account

How can I register for the e-shop?

Just click on the login icon, then select register and fill in the registration form.

Is registration required?

If you want to shop in the e-shop, registration is required.

What do I need to shop?

You must have a registration created for shopping and it must be approved. Approval of the registration will be processed by the end of the next business day.

What should I do if I did not receive an email to confirm my email when I registered?

Confirmation e-mails are automatically sent after registration in our e-shop. If you have not received the e-mail, first check the »spam« mail tab. If you still do not find an e-mail there, please contact us.

I forgot my password, what can I do?

In the login area, you will find a link through which you can set a new password: Forgot password?

How do I change my password?

In the "My Account" section, the relevant menu item is available to you.

My billing information has changed. Where can I edit my information?

In the "My Account" section you have the item "billing information" available, in the upper right corner you will find the "request change" button. Please let us know about changes to your details as soon as possible after the change is made.

Shipping and delivery

How quickly will the order be shipped?

We ship stock items within 3 working days of order confirmation or from the date of receipt of payment in the case of prepayment.
We dispatch the mobile chipper category by the end of the next working day from the order confirmation or from the date of receipt of payment in the case of advance payments.
If you ordered a non-stock item, its shipment depends on the production date found in your order confirmation.

How long does it take for the shipment to arrive?

Delivery depends on the country to which the shipment is delivered. You can find out the exact delivery date from your sales representative.

In general, shipments within the Czech Republic are delivered within 3 working days and 5-10 working days from the date of dispatch of goods in the case of delivery of goods to the countries of the European Union, Bosnia and Herzegovina, Montenegro, Iceland, Liechtenstein, North Macedonia, Moldova, Monaco, Norway, San Marino, Serbia, Switzerland and Turkey.

How much does shipping cost?

If your delivery address is within the European Union, Serbia or North Macedonia, shipping costs can be found in the third step of the order form. Shipping prices are determined based on the weight of the items you have ordered and the destination.
If your delivery address is outside the above countries, it is necessary to request shipping as a separate item with our carriers. You can also select this option in the third step of the order form. Representatives of the sales department will contact you with a transport quote, which you will then approve.

Is personal collection possible?

If you wish to arrange transport to your order yourself or pick up the shipment in person, select this option in the order form. Pickup after previous e-mail notification at the dispatch department Pilana Group, Nádražní 804, 768 24 Hulín, Czech Republic.

Where can the order be delivered?

We deliver shipments all over the world.

Which carrier is my order shipped by?

If you choose transport provided by Pilana, we will choose the carrier according to our experience from individual countries. You can then ask your sales representative about the carrier.

I have a delivery problem. What should I do?

In case of problems with delivery, you can contact your sales representative directly.

Can I still change the delivery address for my order?

The delivery address can only be changed in a certain period of time - before the shipment is sent. To change your delivery address, contact your sales representative as soon as possible.

Order information

Is there a minimum order quantity in the e-shop?

If a minimum order quantity is defined for certain products, you will see this during ordering.

Can I get other prices in the e-shop?

The e-shop will show you the prices stored individually for your company. It uses the same prices as other ordering methods. For pricing questions, you can contact your sales representative.

Does it make a difference if I order through an e-shop or in other ways?

The e-shop works similarly to other ways of ordering. The advantage of the e-shop is that you can see the current availability of items and prices. The order is immediately entered into the system and you are not dependent on our operating hours.

I have multiple shipping addresses?

You are able to register several shipping addresses in our e-shop and with each order choose the one you need- we are able to ship all over the world.

Can I modify the order made in the e-shop?

No, orders made cannot be subsequently modified in the e-shop. If an alteration is necessary, please contact your sales representative. Changes of orders are only possible in a certain period of time, once the order is handed over for dispatch, repairs are no longer possible.

How does the order process actually work?

You place your order in the e-shop and send it. After sending, you will receive a confirmation e-mail about the receipt of your order, but it is not yet a binding confirmation of the order. You will receive this confirmation only after our approval in the internal system. Once the order is confirmed, it will be packed and shipped as soon as possible. You will see information about the stage of your order in the "orders" section of your account. After sending, you will receive an information e-mail about the shipment, which will also contain an invoice for your order.

Will I receive an invoice from the e-shop?

Invoices are sent electronically on the day of export to your e-mail. You can also find all documents in the "documents" section of your e-shop account.

How do I get an overview of my orders in the e-shop

You have an overview of your orders in your e-shop account in the "orders" section.

Payment

The card payment was not successful, what can I do?

If the payment failed, you will automatically receive an e-mail with a new link to the payment gateway in 30 minutes. In case of unsuccessful payment again, you will receive an e-mail informing you that you need to contact your sales representative to change the payment method.

How can I pay?

All customers can pay by credit card or in advance by invoice. Verified customers with verified payment discipline also have the option to pay on an invoice with a due date. More information here.

I am a new customer, but I would like to pay on an invoice with due date. What can I do?

Contact your sales representative in this matter, who will discuss this possibility with you.

Complaint

How do I make a complaint?

You can read how to proceed in the event of a complaint here.

Contact

How can I contact you?

For unregistered users, we are available every weekday from Monday to Friday from 8:00 a.m. to 3:00 p.m. CET on the info line +420 573 527 342 and by e-mail group@pilana.cz. Registered users can use the direct contact to the sales representative, which is listed in the upper part of the e-shop.