Frequently Asked Questions

No problems! Contact us at experts@iskra.eu and we’ll be glad to help you.

Product documents are attached at the bottom of the concerned product page. For many products there are available catalogs, datasheets and certificates available at the corporate webpage www.iskra.eu.

To ensure you receive these emails as well as other order communications, please add our address to your email safe senders list, address book or contact list. If for some reason you don’t receive an email confirmation after placing your order, or your order isn’t delivered when you’re expecting it, please contact us on experts@iskra.eu. We’ll sort it! 

Every product has an Availability noted on our web portal and on your order confirmation email. If your order contains special order items, you will be contacted with the availability estimates for those items. It’s important to note that standard order processing and transit times are not included in this estimate.

Prices on the website are valid for orders placed online only. Not valid by phone, email, fax or in store. Prices are F.O.B. our warehouse and are subject to change without notice. Prices do not include applicable taxes and shipping costs. We do our best to offer you the best pricing. On occasion, it's possible that pricing errors occur. We will do our best to honor our advertised prices and make the situation right, however, in certain cases where this is not possible we reserve the right to cancel your order.

We do our best to keep the images and product descriptions up-to-date. The images we use are for illustrative purposes only. Refer to product description, data sheets or contact a sales technician for more information. If conflicting information occurs, we will do our best to make the situation right (refer to return policy) however, we will not be held liable for incorrect images or product descriptions.

Our product experts are available by phone and email Monday to Friday from 8am to 4pm (EST). All emails sent outside these hours are handled the following morning with the highest of priorities.

Cookies
Iskra B2B portal uses cookies for the sole purpose of session identification. Information about you is not stored in the cookie; your browser randomly issues a number that assists you to sign in and place items in your order pad for purchase. For added protection, Iskra's cookie session will time out after two hours of detected site inactivity.

Information Collected
Iskra collects information for statistical purposes and improving the site's overall operational quality. Iskra will not disclose your personal data to potential advertisers, research firms, or business partners. 

Security
Iskra makes commercially reasonable efforts to protect the confidentiality of your information and to protect against unauthorized access. Our B2B portal has security measures in place to protect the loss, misuse and alteration of sensitive information under our control.

For any questions pertaining to our privacy policy, the practices of this site, or your dealings with this web portal, contact us through the e-mail experts@iskra.eu. 

A printable confirmation page will of course pop up as soon as your order has gone through. Plus you’ll receive a confirmation email. In the rare event that you don’t, please contact us on experts@iskra.eu and we’ll sort it straight away.

If you didn’t receive a confirmation email, it may have been filtered to your junk or spam folder if you have one, so we recommend that you check there.  You can also try our easy-to-use purchase lookup page »MY ORDERS« to retrieve order information for any purchases you’ve made through Iskra B2B portal.

You receive an invoice at delivery of the ordered goods. 

You can not make purchase via our web portal without providing us with your personal details. However, you can still search for our products on web page and contact our sales persons by phone or e-mail directly. 

If for some reason you haven’t got your order when you think you should (Delivery Information), please contact us on experts@iskra.eu and we’ll be right onto it.

Yes. As soon as your order is processed, we will email you a shipping confirmation notice that will include your tracking number (when applicable). To ensure you receive this as well as other order communications, please add our address to your email safe senders list, address book or contact list.

All in-stock orders for which payment has been approved will be processed within 24 hours from Monday to Friday. Items that are not-in-stock will take additional lead time prior to shipping. If you would like detailed turn around or lead times, please contact us on experts@iskra.eu . If your order has multiple products with varying availability, your order will be shipped once all the items are available at our warehouse. If you would prefer to break down the order, let us know (additional shipping costs may apply). International shipments take longer to prepare due to the additional paperwork required as well as the additional transit times, you will be contacted with this information. International orders will require longer transit times.

The delivery time for your order to arrive will depend from various factors including your county distance from our warehouses, customs procedures in the country of destination, and the capacities of local shipping services. To check the approximate timelines, contact us via email experts@iskra.eu. 

Iskra delivers to (almost) every country in the world. However, we recommend you to check delivery specifics for your county with our experts. You can do it by writing an email to experts@iskra.eu, or directly contacting our sales representatives for the specific area. 

Yes. The customs duty is charged at the prescribed rate from the customs value of the goods, which is usually determined from the purchase, but also on the basis of the value of the same or similar goods imported into the territory outside the EU under prescribed methods. Import duties should also be paid for free shipments.

We accept only credit card and advance payment. 

As soon as your order is processed, we will email you a shipping confirmation notice that will include a copy of your invoice. To ensure you receive this as well as other order communications, please add our address to your email safe senders list, address book or contact list. A copy of your invoice can be sent to you on request. Just send us an e-mail on this matter.

All our transactions are secured with SSL protocol. Using SSL helps to encrypt the information so that the card details and all other sensitive data is protected which, of course, improves payment security.  The SSL is symbolized by a padlock icon in the URL bar, and the web address begins with https.

Unfaulty products and products that are defective for no fault of Iskra may not be returned to Iskra. 

For return of faulty and defective products, Customer must fill in the Warranty claim form. Special order products may not be returned for any reason if non-defective. If returned products are claimed to be defective, Customer must notify a Customer Service Representative of the nature of the defect prior to returning the product. All items not eligible for return will be returned to customer, transportation costs collect. All returned products must be in factory-original shipping cartons and must be complete with all packing materials.

More in Terms and Conditions.

No, orders placed cannot be cancelled.

Upon receipt of Goods the Buyer is obliged to inspect the Goods and notify the Seller of evident deficiencies in writing immediately- or no later than 8-days of receipt of Goods. If the Seller does not receive the said notification, any complaint relating to such deficiencies shall be excluded. In the event that the defects occur during the usage of the Goods (hidden defects) the legally prescribed right and obligations shall apply. For more details, see our Terms and Conditions.

Please contact us at experts@iskra.eu . We’ll sort it straight away.

The manufacturer warrants for a free repair of Goods for the period of 12 months from the date of purchase. Iskra, d.o.o. does not guarantee for the elimination of the defects caused by normal wear or use, misappropriated use, inadequate protection or usage of the wrong equipment and defaults that are excluded from the warranty. 

Iskra makes commercially reasonable efforts to protect the confidentiality of your information and to protect against unauthorized access. Our web portal has security measures in place to protect the loss, misuse and alteration of sensitive information under our control.

A value-added tax (VAT) is a consumption tax placed on a product whenever value is added at each stage of the supply chain, from production to the point of sale. The amount of VAT that the user pays is on the cost of the product, less any of the costs of materials used in the product that have already been taxed.

We offer different discounts at special times of the year. If discounts are available, you will notice them on our web portal. 

Once you find an item you are interested in putting it in your cart and proceed to checkout. On delivery and payment section, you will see a coupon field, where you enter your promotion code and click on button »USE«. 

Discount codes don't stack. Only one discount at a time can apply to a single order.

Expired discount codes can't be used. If you are having issues with a discount code, please contact us at experts@iskra.eu before the expiration date.

Probably because you have a discount code which has expired or some other reasons. Please contact us at experts@iskra.eu for further assistance.