Directly to the right contact person
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France
844, Route de la Caille
74350 Allonzier la Caille
T: +33 450 08 48 15
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Thomas Husson
China
Room 1903, Building 8,
Lane 1809, Qixin Road,
Minhang District, Shanghai
T: +86 21 33 88 56 93
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Hill Cheng
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France
844, Route de la Caille
74350 Allonzier la Caille
T: +33 450 08 48 15
Contact us.png)
Thomas Husson
China
Room 1903, Building 8,
Lane 1809, Qixin Road,
Minhang District, Shanghai
T: +86 21 33 88 56 93
Contact us.png)
Hill Cheng
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Frequently asked questions
Support
Where can I obtain certificates, operating instructions, or other documents?
You can request calibration certificates using the contact form. Other certificates are available—if available—in the download center or on the respective product page.
My sensor suddenly isn't working properly—what should I do?
Please contact our customer service team. Describe the problem as accurately as possible in the support form. We will work with you to determine whether repair or replacement is the best option.
Do the products have standard connections?
The standard connections are listed in the respective data sheet. If you require a special connection type, please fill out the contact form. Please provide your specifications as accurately as possible. We will get back to you as soon as possible.
Can I reorder spare parts or accessories?
Yes, many replacement parts and accessories are available at any time. Simply let us know which product or component you need. Our service team will be happy to help you make your selection.
How can I access your data sheets?
The download area on our website is freely accessible. If you cannot find a specific document, our sales department will be happy to help you and send you the documents directly.
Service
How do I report a warranty claim?
Please report your warranty claim using our warranty form. Send us a detailed description of the problem—ideally with photos. We will then contact you with the next steps.
How does a warranty claim work?
After you have submitted your report, we will send you information on how to proceed. Upon request, we will analyze the device you have sent in. If the case is covered by warranty, you will receive a replacement sensor free of charge within the two-year warranty period.
Do you offer maintenance services?
Yes, we perform maintenance and replace individual components. Please contact us using the contact form. Our service team will be happy to provide you with information on the scope, duration, and costs.
When is customer service available?
Our customer service is available Monday through Thursday from 8:00 a.m. to 5:00 p.m. and Friday from 8:00 a.m. to 4:00 p.m. We will respond to messages outside these hours on the next business day.
How quickly will customer service handle my request?
Our team will usually contact you personally within 48 hours. For more complex questions, we will coordinate the next steps together—including scheduling an appointment or callback, if desired.
Delivery
Which shipping methods are available?
We ship with parcel services and freight forwarders. Express deliveries or special packaging/shipping requests are possible at any time upon request. Please use our contact form for this purpose.
My package is delayed—what should I do?
Please contact our customer service team. We will check the status and find a quick solution.
How do I get my shipment number (tracking number)?
We do not send automatic tracking links. If you have any questions about the delivery status, please use our contact form. We will get back to you as soon as possible.
Is priority (express) delivery available?
Yes, express shipping or special shipping requests are possible at any time upon request. Just let us know before you place your order—we will find a suitable solution.
What should I do if the goods are damaged or incorrect?
Please contact our customer service department and ideally send photos and a brief description. We will take care of a replacement or correction as quickly as possible.
Products
How can I get a quote for a specific product?
You can request a quote via the product page. Alternatively, you can contact us using the contact form on our homepage. To enable us to respond quickly, please provide details of the product, quantity, and—if available—specifications.
Where can I find technical data sheets for the products?
You will find technical data sheets for the respective products on the individual product pages. We also provide additional documents in the download area of our website. If your document is not there, please contact us with your request using the contact form. We will be happy to send it to you.
Can I have sensors customized?
Yes, we also manufacture customized variants on request. Our sales department will be happy to advise you on feasibility, time, and costs. You will find a suitable form for this on our “Customized Sensors” page.
Can I get sample sensors for testing?
Yes, we are happy to provide you with sample sensors upon request. Please contact us using our contact form and specify which product you would like to test and in which area of application.
How much do sensors with special specifications cost?
Individual variants vary greatly depending on the design. Please let us know your requirements using our contact form. Our sales department will then get in touch with you.
Order
How can I place an order?
You can place your order by phone or directly via our website using the contact form. On the individual product pages, you will find the option to send an inquiry directly.
How can I check the status of my order?
After placing your order, you will receive an order confirmation. If you need an update, our customer service team will be happy to help.
Can I change or cancel my order after placing it?
According to our terms and conditions, cancellations are possible within 24 hours of placing an order. We will review changes or adjustments on a case-by-case basis, as long as the order has not yet been shipped. Please contact our customer service as soon as possible.
Can I change my delivery address or billing address later?
As long as your order has not yet been shipped, it is possible to change the address. Please contact our customer service as soon as possible.
How long will it take to process my order?
After we receive your order, you will usually receive your order confirmation within one business day. If you have a particularly urgent need, please feel free to contact us.
Billing
How will I receive my invoice?
After your order has been shipped, you will automatically receive your invoice by email. If you have not received it or it has been lost, please contact us using the contact form and select “Invoicing” as the reason. We will send you a copy immediately.
What should I do if I have questions or problems regarding my invoice?
If you have any questions about your invoice, billing address, or payments, please contact us using the “Invoicing” contact form. Please include your order or invoice number if possible so that we can process your request more quickly.
