Supplying the Industrial World with Top-Quality Fluid Transfer, Motion Control and Processing Solutions
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User Accounts, IDs and Passwords
Our on-line presence offers extensive product information and interactive service:
Product brochures, pricing lists, application notes & other technical literature, and capabilities (Literature)
On-line catalogs for publicly-available products, searchable by product number, keyword or product attributes (e-Catalog)
Pricing, inventory availability, order status, & shipment, invoice and payment history (Ordering) (requires user ID and password)
Request-for-Quote forms for custom-made products (e-Catalog)
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Our Product Overview pages provide:
Our Literature pages provide links to:
Our Searchable e-Catalog provides:
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Our secure Ordering-and-Inquiry application provides:
(Contact us to obtain a valid User ID and Password for access.) |
Q. Why can't I find what I want using a product number?
A. Our websites offer several methods to find specific product information, and we organize this information in multiple ways. To see:
Specific Product Pricing and Availability (e.g., using a product number): Use the link to Ordering-and-Inquiry (user ID and password required)
Detailed Product Attributes and Images: Use the link to e-Catalog, searchable by product number, keyword or product attribute
Published Price Lists, Standard Working Pressures and Sizes/Lengths: Use the link to Literature
Summary Product Overviews (by product name or family): Use the link to Overview
Keyword Search Box (found toward the bottom of HBD/Thermoid's home page): Searches in the Overview and Literature sections of the website
Please note that the use of specific product numbers (e.g., '22544248662') is supported only in the e-Catalog and Ordering-and-Inquiry applications.
Q. Why do I get error messages in the Ordering-and-Inquiry application that state that a product or an order does not exist, even when I know from HBD/Thermoid's correspondence or literature that the numbers are valid?
A. This error message may be seen because of the way HBD / Thermoid has organized its data.
Product Families: We've organized the data for our ordering-and-inquiry application by Product Family. For example, data relevant to the Industrial Hose family is presented separately from data for the Conveyor Belting family. As a result, we ask that you confirm the proper selection of the Product Family in the selection menu in the upper left hand corner of the screen. To enter orders or check on status for an Industrial Hose order, you must select the appropriate family first in the Product Family Menu. To change Product Families, simply select a new choice from the drop-down menu near the top left side of the screen.
Product Numbers: When entering Thermoid item numbers, exclude any hyphens or spaces from the search string, as these characters are generally not used within our processing systems. For example, although our marketing literature and customer communications may state an item number as "1781-3058-002" or "1781 3058 002", please enter the search string as "17813058002".
Product Names: Our processing systems use many abbreviations, many of which are admittedly not readily known or understood, and so searches within the ordering-and-inquiry application using English-language terms sometimes yield unusual results. If you do not know the specific product numbers, use our searchable e-Catalog application to determine your desired product and its product number, and click on the link at the bottom of the detailed product specification page to "Price the Product" to see specific pricing and inventory availability.
Q. How can I speed up my order entry process?
A. Our ordering-and-inquiry application provides several methods to find products and enter orders:
Product Catalog: The Product Catalog lists all items within a product family available for sale to your account, up to ten items at a time, presented in ascending order as determined by Thermoid's internal product numbering.
Each listing presents real-time pricing and inventory availability, as well as an opportunity to add listed items to an order in progress and to your Personal Catalog lists.
Of all the methods of order entry, the Product Catalog listings provide the most comprehensive information and self-service options within each product family but also represent the most time consuming method to find specific desired items.
Personal Catalog: A Personal Catalog offers the opportunity to define -- and then select for future rapid order entry -- a subset of items for a personalized list of products within each product family, bypassing other items in the full Product Catalog which are not of immediate or frequent interest.
Like the Product Catalog described above, the Personal Catalog presents this predefined list up to ten items at a time, with real-time pricing and inventory availability.
Each Personal Catalog will display your selected items, the current pricing, and current inventory levels.
By simply changing the desired quantities on this screen to add items to your order.
The contents of each Personal Catalog can be readily modified to suit changing needs and tastes.
Saved Orders: A Saved Order represents a list of items within a product family presentable for immediate order entry (much like a re-stocking list).
Saved Orders can be created when you save an order in progress ("Save This Order"), and are most useful if you frequently re-order several items.
The desired quantities for each line item can be changed readily to reflect your current needs.
We encourage you to name each saved order distinctly in order to differentiate among multiple Saved Order templates, for example, across product families.
Quick Order Entry: The simplified Quick Order Entry form allows you to quickly enter by product family desired order quantities and item numbers for rapid delivery to Thermoid.
Real-time inventory availability and pricing information will be confirmed when the Price button is clicked
There is an also option to have files uploaded into our e-commerce system through the File Import option on the Quick Order Entry screen.
For customers knowledgeable about Thermoid products, this method can be the most efficient order entry path.
Of course, prior to delivering any order for processing by HBD / Thermoid, you will have an opportunity to review desired item quantities and current product pricing, as well as modify or add additional items to your order.
Q. Is there a way to provide order information from our procurement system -- without retyping it?
A. YES! Most procurement systems are able to create 'order files' that can be selected for upload into our system from the Quick Order Entry screen.
This File Import function eliminates re-typing and allows you to confirm order details (including pricing) before submission to Thermoid.
It's simply a matter of pointing to a properly formatted file on your PC and selecting the 'File Import' button from the Quick Order Entry screen, and selecting the Price button to confirm current availability and pricing.
Our ordering-and-inquiry system offers an on-screen confirmation of each order received by it, as well as a confirming email.
The methodology is explained on the Quick Order Entry screen, but in short, involves having your procurement system automatically creating a file (technically, a Comma Separated Value file, with desired quantities in column 1 and specific part numbers in column 2) on your PC that will be uploaded (i.e., via File Import) to us.
Q. How long does it typically take to process an Internet order? Is it faster than calling Customer Service?
A. Internet orders created through our ordering-and-inquiry application are processed directly into HBD / Thermoid's systems and an on-screen order confirmation is returned in real time. This means that your order is placed in the queue at the time it is received by our systems.
Q. How safe is it to order using the Internet?
A. Our ordering-and-inquiry system resides on a server that requires a User ID and Password before displaying sensitive information. We do not accept or retain credit card information in these systems. In addition, our main information systems are protected by firewalls, and we maintain security and backup procedures to protect your and our information.
Q. How will I know when the item is shipping and how many shipments will be required? Can I call customer service to check order status?
A. Our website features online tracking of order status and shipments, through the ordering-and-inquiry application. However, you may also call Customer Service at 800-543-8070 if you need assistance interpreting the status of a particular order. Please have your customer number and order number ready.
Q. How come you won't honor some spectacular mis-pricing that I found for your products?
A. HBD/Thermoid reserves the right to correct errors found in pricing or other product information seen on its websites. We may refuse to fulfill orders based upon erroneous pricing. HBD's standard terms and conditions of sale apply to all sales, regardless of source. If you place an order for a product that was incorrectly priced, we will attempt to contact you to correct the order and/or may cancel your order and credit you for any charges. In the event that we inadvertently ship an order based on a pricing error, we will issue a revised invoice to you for the correct price, or assist you with return of the product. If the pricing error results in an overcharge to you, we will credit your account for the amount overcharged.
USER ACCOUNTS: ID and PASSWORD
Q. Why do I need a User ID at all?
A. As a visitor to our enhanced website, you can obtain a product overview and on-line literature as well as search for and view detailed product information (including identifying product numbers) through our fully indexed e-catalog of publicly available products. These functions do not require a User ID.
As a registered customer of HBD / Thermoid's ordering-and-inquiry application, you can also check real-time inventory availability, see your contract pricing, order products, check order status, track order history and invoices, and create lists of frequently ordered items. Each of these features is enabled by a User ID and Password.
Q. How do I get a User ID and Password to see pricing, availability and transaction history?
A. If you or your business are an existing customer, please contact us by email with your customer ID number, contact information and email address, and, if needed, the name of your desired primary website "account administrator" (see below). Once your information is validated, a User Log-In ID and Password will be sent to you.
If you are NOT currently a customer, please request and complete a New Customer and Credit application from our Customer Service group, at 800-543-8070. After the application has been processed, you will be notified of your new account. At that point you will then be able to request a User ID and Password.
Q. I forgot my password. Whom do I contact to reset my password?
A. Please contact us by email, or call Customer Service at 800-543-8070 and ask specifically for the website technical support group.
Q. My account has several people who may want to order using my User ID and Password. Is that OK? Should we each set up our own ID?
A. Each user should be set up with his or her own User ID and Password (and, if appropriate, location). For facilities or businesses with multiple users, we recommend assignment of an “account administrator” at your location or business. This person has responsibility for authorizing online purchasing using your business' or location's account and administering IDs and passwords affiliated with the main account.
