Registration and logging into the webshop

Q: Can I place an order without registering?
A: In order to place an order in the webshop, you need to have an account for your company and a webshop username.

Q: How do I register as a webshop customer?
A: You can register at our site, here’s the link: https://www.etra.fi/en/register-to-webshop

Q: I forgot my password. How do I reset it?
A: You can reset your password here: https://www.etra.fi/en/customer/account/forgotpassword/

Q: I can’t log in the webshop. Who should I contact?
A: Send us an email at [email protected]

Product availability and package sizes

Q: How do I see if a product is available?
A: Product availability is shown on the product page using three icons that tell if the product is available in Etra Logistic Center, in one more of our Megacenters, or if the product is ordered upon request. When you are logged in, you can click on the ‘Check availability’ button on the product page or on the small arrow to show detailed availability. The product availability window shows your local Megacenter with a darker background with availability – whether the product is available there or not – and other Megacenters that have the product available.

Q: What does ‘Sold in full packages’ mean?
A: This means that it is possible to buy only full packages of the product in the webshop, or multiples thereof. If you try adding some other quantity, the product page shows an error message and asks you to check the quantity.

Q: What does ’Wholesale lot’ mean?
A: The webshop suggests wholesale lots and multiples thereof for you, but it can be changed to any other quantity. The plus and minus buttons add full wholesale packages to the quantity, but you can write in any quantity you need.

Q: I’m ordering a product with the unit square meter (M2), but the product information shows product size as 3x1400x20000mm, the full roll. Is the price shown the price for one square meter or the whole roll?
A: The price shown is euros per square meter (€/m2).

Product range

Q: Where do I find contact information if I need more information about a product?
A: When you are logged in, you will see contact information on the product information contacts section to request more information about the product or the technical properties. If you are not logged in, please contact your local Megacenter store for more detailed information.

Q: How do I know which accessories are compatible with a product I bought earlier?
A: We are adding related products to the lower edge of the product pages for applicable products. You may also contact your local Megacenter store or the product manager of the product group for more information.

Q: Where do I find the safety data sheets?
A: The safety data sheets for chemicals are available as a pdf files on the chemical product page under the ‘Documents’ tab.

Q: Are all your products shown and available in your webshop?
A: Only a selection of our products is available in the webshop. In case you don’t find what you are looking for, please contact your local Megacenter and we’ll see what we can do.

Webshop orders and order history

Q: Is VAT included in the prices shown in the webshop?
A: The prices are shown excluding VAT. The total sum of the order, including VAT, is shown in the shopping cart.

Q: What is an order reference and what should I enter?
A: You can add a reference number or order number to individual order lines or for the whole order. These are for your own use to identify the invoices in your accounting.

Q: How do I know if my order has been received?
A: You will receive an order confirmation by email once we have received your order.

Q: Can I change my order?
A: A completed order can be cancelled or changed unless it has been processed. Please contact webshop customer service as soon as possible if you wish to update your order.

Q: Can the shopping cart be named and saved for future use?
A: You can create shopping lists and name them with individual names. Additionally, you can save your recurring order as a shopping list so it will be easy to order the same products again. On the product page, just click the button ‘Add to shopping list’ and choose whether you want to add the product to an existing shopping list or create a new one. You can also add and remove products on the shopping list in the check-out.

Q: Is it possible to order chemicals on the webshop?
A: Yes it is, but chemicals cannot be shipped using the shipping method ‘post package’.

Q: Can I repurchase products in the order history with the listed prices?
A: You can repurchase the products in your order history if they are still available in the webshop selection. The prices are always the current prices for the time of order.

Q: How far back is the order history available?
A: The order history is available for several years and the history shows all orders for the customer number regardless of ordering channel.

Delivery

Q: Can I choose the delivery method?
A: You may choose the delivery method from the available options.

Q: How do I change the delivery address on the webshop order?
A: You may change the delivery address in the cart, or once logged in, you may request a new delivery address to be added using the form ‘New address’ in your profile.

Q: Can I request a certain delivery date for my webshop order?
A: Yes, you can request a delivery date in the order information.

Q: Can I pick up my order from a Megacenter store that is not my local Megacenter?
A: Yes. In the check-out when selecting Megacenter pick-up as delivery method, you can choose any Megacenter as pick-up location.

Q: How is the shipping cost calculated for webshop orders?
A: If you have an agreement with determined delivery terms and shipping cost, those terms and costs will be used also for you webshop orders. The shipping cost for post package and postal freight is determined according to the weight and/or volume of the ordered products.

Q: Why did one order arrive as several shipments?
A: We try to deliver or products as soon as possible. Some of the products you ordered may have a longer lead time, which means they might be delivered separately from stock products.

Q: A part of my order has been delivered but something is still missing. Who should I contact about the delivery time for the missing items?
A: Please contact your local Megacenter where you are registered as a customer.