We have selected the most frequent asked questions we have received from our customers over time, together with the replies. If you have a question about our products or services and you cannot find it in the list below, you can send us an e-mail at info@cthparts.ro and we will reply in the shortest possible time.

Contents:

1. Do I need a customer account to order from www.excavator.expert ?
You don't need a customer account to place an order at www.excavator.expert. However, we recommend that you create this account so you can have access to your order history and to see the status of a certain order.

2. Why should I order spare parts online?
The main advantage of orders submitted online is SPEED. At www.excavator.expert, you can finalize an order for tires within 2 minutes. In addition, orders submitted online are processed in the order of their placement.

3. What happens after I have ordered online?
After you have finalized the order online, you will see a message confirming the completion of your order and its successful registration. At the same time, you will receive an e-mail with the pro forma invoice at the address you have specified. A www.excavator.expert representative will contact you soon to confirm the content of the order and to communicate the details for the delivery.

4. Can I also order spare parts over the telephone?
You can order spare parts over the telephone by calling 0737 242 777. Our specialists will help you choose the right rubber tracks for your machinery and you will receive the best expert advice in the field. You will have to provide your invoice data and delivery address. For invoicing, only the company Tax Identification Number is required. For delivery, only the address and the contact telephone number are required. The schedule for taking orders over the telephone is Monday to Friday, from 8.00 to 17.00, and Saturday from 9.00 to 12.00.

5. How can I get additional information about my order?
After your order has been processed and the packages are prepared to be handed to the courier, you will receive a SMS from CTHparts Romania communicating the AWB number, which you can use to track your package beginning with the following morning on the next day.

6. I ordered the wrong spare parts. Can I rectify the order?
If you ordered the wrong spare parts, please contact us by telephone at 0737 242 777 or send us an e-mail at info@cthparts.ro, specifying the number of the order you wish to modify, the products that have to be replaced, and a contact telephone number.

7. What is the procedure for cancelling an order?
If you wish to cancel an order, you have to send us a written request at info@cthparts.ro, in which you mention the number of the order you wish to cancel. A CTHparts Romania representative will confirm the cancellation and, as the case may be, you will be guided on how to return the products.

1. Are the spare parts sold by www.excavator.expert new?
All the spare parts displayed in our online store at www.excavator.expert are new spare parts, guaranteed by the manufacturer. The letter of indemnity is sent to our customers together with the spare parts and is valid for 3 years. For more details, access the Warranties section.

1. When will I be receiving the products ordered?
At www.excavator.expert, the products are delivered in 24/48h, anywhere in the country. If you place an order until 16:00 (Monday to Friday), the packages will be taken by the courier company on the same day and you will receive them the following day. If you place an order after 16:00 (Monday to Friday), the packages will be taken by the courier company on the following day and you will receive them within 48 hours of the order placement. Orders placed during the weekend will be delivered Monday or Tuesday.

2. How much does the delivery cost?
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3. How will I receive the products?

The spare parts and parts ordered will be delivered by express courier. Shipment is made on the risk of the customer. The part is considered delivered upon handing to the carrier. CTHparts Romania cannot take responsibility for delays, losses or damages caused by the carrier. After receiving the packages, we encourage our customers to visually inspect the quality of the products and to immediately contact the CTHparts Romania Customer Service should the products not meet expectations. CTHparts does not pack the shipped spare parts so that the customer can inspect the products.

4. Is it possible to have the products delivered at another address than the one mentioned in the order?
After the order has been processed, you will receive a confirmation SMS in which we also include the AWB number. Subsequently, you will be contacted by the courier to receive the products ordered.

5. Can I postpone the delivery date?
You can request to change the delivery address, provided your order has not been processed yet by CTHparts. If not possible, you have the option to request directly to the courier to have the order delivered at a different address.

1. Do the prices listed include VAT?
All the prices shown in our online store www.excavator.expert are VAT inclusive.

2. Can I pay by instalments or by card?
On the website, you can select as method of payment ”Payment by card” or you can click on ”Pay by card” on the pro forma invoice received by e-mail, after having confirmed the order. The order paid for by bank card is immediately processed.

3. What is the procedure when paying an order by payment order?
At the end of the order process, a pro forma invoice will be automatically generated containing the products ordered and the information necessary to make the bank transfer. The payment by bank transfer is made after receiving the order confirmation by the CTHparts representative. The products requested will be delivered at the address mentioned in the order only after the payment has been made and confirmed by the bank.

1. I have ordered before from CTHparts Romania. Can I get a discount?
CTHparts Romania offers discounts for loyal customers. Contact a CTHparts representative to discover the discount you can obtain.

2. I have received a gift voucher. How can I use it?
Enter the voucher code in the shopping basket, in the specially designed field. The discount will be applied immediately and will be visible in the shopping basket, as well as in the pro forma invoice generated after finalizing the order.

3. What are the current offers?
To see the current offers, see the Special Offers section.

4. How can I unsubscribe from the CTHparts newsletter?
You can unsubscribe anytime from the CTHparts by accessing the button Unsubscribe at the bottom of the newsletter.

1. What are the costs for returning a product?
The buyer, natural person, benefits from a 14 day-period to withdraw from the Contract, without having to justify the withdrawal decision and incurring only the direct costs related to the return of products. This right does not apply to Buyers, legal persons.

2. How can I contact the Complaints/Warranty Department?
In case you wish to return the products ordered, the request can be made by phone at 0737 242 777 or e-mail at info@cthparts.ro.

3. How do I proceed if I want to return spare parts ordered?
You fill in the withdrawal form and send it by e-mail at info@cthparts.ro. Alternatively, you can contact us by phone and we will take care of filling the withdrawal form.

1. Do the spare parts sold by CTHparts Romania benefit from warranty?
All spare parts sold on our website, www.excavator.expert, are new, original, come from sources authorized by manufacturers and benefit from a 3-year warranty. The date from which the warranty period is calculated is the date on which the tax invoice is issued to the customer.

2. What are the terms and conditions for granting warranty?
Warranty is ensured by the manufacturer’s representative and covers a wide range of manufacturing defects. The first step in granting warranty is to immediately inform us on the defect you observed by calling us at 0737 242 777, by e-mail at info@cthparts.ro or by filling in the contact form on the website.