Sales agents in Italy

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Online assistance (FAQ)

Dispatch and delivery

What is the average order preparation time?

The estimated order preparation time is indicated in the order confirmation and is determined as follows:

• articles produced by atpitaly that do not require assembly, in standard packaging: 5 working days
• articles produced by atpitaly that require assembly: 10 working days
• metal articles without surface finish for the door and window handle business: 10 working days
• metal articles with surface finish for the door and window handle business: 4 weeks
• articles not produced by atpitaly: 4 weeks
• glider and button cords packed in protective sleeve: 6 weeks
• tilt & turn mechanisms 30x60 and 30x65 mm with integrated spindle: 6 weeks

If possible, when the goods are available on stock,
we will send the merchandise before the date specified in our order confirmation.

How do I know when the goods have been dispatched?

When the goods have been prepared for dispatch, so that they are ready to be picked up by our carrier,
we will send you a notification email with a copy of the transport document (documento di trasporto - DDT),
that advises you about the dispatch and about the articles and quantities that will be sent.

What is the average transport time of the carriers?

Italian mainland: 2-3 working days*
Italian islands: 4-5 working days *
EU: 5-7 working days*

(*) purely indicative, non binding.

What is the delivery condition ?

The delivery condition is indicated in our order confirmation.
Normally we apply the delivery term free destination for Italy and DAP (Delivered At Place) for the EU.
These delivery conditions simplify your purchasing process,
because you will not have to take care about the organization of the transport.
Moreover we can send the goods faster, since our usual carriers pass by our company every working day.

How can I trace my order?

You find the name, address and telephone number of our carrier on the copy of our delivery note,
which is sent to you by email to inform you that the ordered goods are ready for dispatch.

DHL Express
Once we have instructed DHL Express to pick up your goods,
you will receive automatically an email of DHL with the tracking number.
This notification email is sent to the email address set in our ERP system.
By clicking on the tracking number you will be able to check the delivery status.

You can also go to the following website.
In the field "Shipper's Reference" enter atpitaly's delivery note number,
select a time interval
and in the field "Shipment Destination" choose the destination country.
Finally click on the button "Track" to verify the delivery status.

DHL Freight
Go to the website of DHL Freight by clicking on this link.
Insert atpitaly's delivery note number in the field "Your reference"
and click on the button "track" to consult the delivery status.

Does atpitaly send partial shipments ?

If due to force majeure we are not able to meet the delivery date indicated in our order confirmation,
we can send on request a partial consignment.

EU
» orders < € 2.000 net: with a fixed cost charge of € 40
» orders > € 2.000 net: without additional costs

Return policy

Can I return goods?

» Returns caused by an error of atpitaly:
   a credit note will be issued for the invoiced value of the returned goods;
   no additional costs will be charged;
   the return transport of the goods will be organized and paid by atpitaly.

» Returns caused by an error of the client:

i) Returns within one year (in accordance with the italian tax laws) after invoice date;
     a credit note will be issued for the invoiced value of the returned goods;
     the return transport of the goods needs to be organized and paid by the client.
     The following costs will be charged for handling and administration:
     • € 30,00 when the value of the returned goods is < € 500,00
     • € 50,00 when the value of the returned goods is > € 500,00
     A charge of 3% of the value of the returned goods will be applied, to cover the original transport costs.

ii) Returns after more than one year (in accordance with the italian tax laws) after invoice date;
      the weight of the returned goods will be credited
      at a price of approximately 50% of the current cost of the raw material.
      the client MUST issue a sales invoice;
      the return transport (with transport document) needs to be organized and paid by the client.

Products must be returned to us in their original, intact and complete packaging,
except in the event of a non-conformity caused by atpitaly.

The eventual credit note will be issued at month end after receipt of the returned goods.

Before returning the goods ask for an authorization from our commercial department
and check if the value of the goods justifies the transport costs!

Since our plastic articles have a relatively low value, we are not able to check each and every single piece.
We do our regular quality audits on a random basis and we consider a non-conformity level of maximum 1%
as physiological inevitable and therefore acceptable.
At the same time we would like to stress,
that most of our packaging contain an over-quantity of 0-1% with respect to the stated quantity.

The above conditions apply only to intra-EU supplies.

Return policy

Unless the error was caused by atpitaly, we do not accept returns of the following products:
» articles cut to measure;
» special versions with the article description between equals (==), that are produced only on request;
» articles in customized packaging;
» articles produced exclusively for clients with the mould of the client
(recognizable by the article code that starts with the letter I).

How to request a return

To request the return of an item,
just go to the e-commerce area
and fill up the form
"Request for goods return / Non-Conformity declaration",
in the upper menu bar.

Before returning any goods be sure you have received
the authorization of our commercial department
and check if the value of the goods justifies the transport costs!

Account management

Not client yet ?

To register as a client of atp we need to have your complete company data,
which you can communicate to us by filling out the following online form.

Not registered client yet for using the e-commerce service?

To get access to the reserved e-commerce area you are requested to fill out the following online form.

How can I update my customer data?

If your company data have been changed you are requested to send us your new data
by filling out this online form.

If also your VAT number has changed, we will have to create a new client code.
In that case you need to apply for a new username and password for the e-commerce area as well.

Prices and payment

Payment condition

The payment condition can be found in our order confirmation or (proforma) invoice,
where you will also find our complete bank details which are required for a SWIFT transfer.

Our standard payment conditions are:
» advance payment (+3% payment discount), by means of SWIFT transfer for a first order;
» 60 days after invoice date, net, by means of SWIFT transfer for successive orders*.

*) you can also continue with advance payment for successive orders,
if you would like to benefit from the 3% payment discount.

We do not accept cash and cheque payments and credit cards.

In the event of repeated payment delays or non-payment, we reserve the right to:
» charge an interest at the rate of 10% per year;
» adjust the discount for future orders;
» apply advance payment for future orders;

Discount scale

All our prices are gross prices which are subject to a discount.
The discount is calculated on the basis of various elements, such as the gross order value, the payment condition,
the delivery condition and the customer's geographical location, eventual customs formalities to be performed and so on.

The discount depends on the gross order value of each single delivery.
If you place one consolidated order with more deliveries spread out over a certain time frame,
we will calculate the discount on the basis of each single delivery.

In the event of repeated payment delays or non-payment, we reserve the right to adjust the discount.

In the reserved e-commerce section you can always check out your actual discounts
by clicking on the button "Discount Scale" on the right side of the search field on the main page.

What are the costs of the production of special versions, without availability on stock?

Special versions, that you can recognize by the equal signs (==) in front of and behind the article description,
are subject to € 150 set-up costs, if the order quantity is inferior to 10 production hours.
The above mentioned set-up costs cover the following fixed costs for very small production batches:
mould installation, mould removal, cleaning, configuration of the injection machine and so on.

For larger quantities no additional set-up costs will be charged.

In our online catalogue you can find all the products produced by us, both standard and special.
For the specials you can find an indication of the hourly production,
by clicking on the link "Details" in the relevant product frame.

Can I get better prices?

Some of our products have special gross prices in case of large order quantities.
The articles with special gross prices can be recognized in our online catalogue
by a comment on the right side of the product image
and in our price lists in PDF format by means of the asterisk symbol (*) behind the position.
Moreover in our online catalogue you can click on the link "Details" in the relevant product frame,
to see the quantities required to obtain special gross prices.

When you order through e-commerce an article that has special gross prices for big order quantities,
a pop-up window will appear where you can see the required quantities and the relevant special gross prices.

We would like to remind you that you will benefit from a 3% extra discount when you place your orders through e-commerce
and that we grant a 3% payment discount for advance payment by SWIFT transfer.

Where can I find the updated prices?

Our standard gross prices are published in the product section of our website www.atpitaly.eu,
where you can browse through our catalogues by selecting the product group you are interested in.
The prices published online are gross prices and are continuously kept up-to-date.

You can also download our price lists in PDF format,
but please take into account that their validity refers to the date of downloading and that they are subject to change.

Price list MA (accessories for door and window handles) in PDF format: click here
Price list AR (accessories for curtains and blinds) in PDF format: click here
Price list FE (accessories for ironmongery shops) in PDF format: click here

In the e-commerce section of our website you can also consult your personalized price list,
i.e. a price list that only contains the articles purchased by you, which are listed in your purchase history.

How can I get an offer?

registered customers
entering the e-commerce section with your username and password
and simulating an order for the desired items and quantities.

non-registered customers
a. getting registered
    and proceeding as a registered customer as indicated above
or
b. entering the online catalogue,
    without registering with password and username,
    simulating an order
    by inserting the desired products into the shopping cart
    and, after having clicked on the "order" button,
    flagging the option "Type of request: Offer".

Orders

How to place orders via e-commerce

You can place your e-commerce orders in 2 ways:
»inserting your order manually;
»uploading the order from your internal management system;

What is the minimum order quantity?

The minimum order quantity for standard products is 1 inner packaging.
The inner packaging is the packaging unit that contains the product itself,
whereas the outer packaging contains more inner packagings.
The order quantity must always be a multiple of an inner packaging.

What is e-commerce?

Our e-commerce service allows you to place your orders easily and quickly online
in the dedicated reserved area of our website www.atpitaly.eu.

Clients who place their orders through e-commerce get an extra discount of 3% !

E-commerce orders received before 3.00 pm on working days will be processed on the same day.
In case of e-commerce orders we do not need to receive your approval of our order confirmation.

Below we summarize some of the main characteristics of e-commerce:
» place your orders online 24 hours a day and 7 days a week;
» easily consult your purchase history;
» visualize special gross prices for big order quantities;
» real-time discount calculation based on the total gross order value;
» have a greater clarity on your running orders;
» see the availability of the products ordered by you;
» visualize the minimum order quantities to avoid set-up costs, for articles that are produced only on request;
» download or print your historical documents (order confirmations, transport documents, invoices);
» your confidential information is managed in a secure way with username and password;
» benefit from an additional discount of 3% for each order;
» verify the purchased quantity during the last 3 years of each article in your purchase history;
» check out the up-to-date price list of only those products bought by you

Of course, all sensitive information is handled with the best care.

How can I get a username and password for e-commerce?

To apply for a username and password for the reserved e-commerce area click here.

Products

How can I find more information on the raw materials?

We process thermoplastics and the most sophisticated engineering plastics
and to complete our basis product range we supply brass, aluminium, iron, stainless steel and fiber glass articles.

By clicking on this link you will find an orientative technical data sheet of the raw materials used by us.
In the product section of our website you can also find more information regarding the material of a specific article
by clicking on the material of the article you are interested in.

Thermoplastic material is characterized by its high resistance to sea salt, urban pollution,
atmospheric agents, such as humidity and others.

By clicking on this link you will find our REACH declaration.

How can I identify the colours of the articles?

The colour "neutral" is the colour of the plastic material, without the addition of dye.

The colours of plastic injection moulded articles are never 100% identical
to the colours of the international RAL or Pantone standard.
The eventual specification of the RAL or Pantone reference is purely indicative.

F

We are equipped with modern packaging machines allowing us to supply packagings that meet various kind of needs,
including customized packagings, which contain the quantity required by the customer,
with the client's logo, a drawing of the article, a barcode and so on.

Made in EU

Where technically possible (from a dimensional point of view)
all the thermoplastic articles produced by us are marked with the text "Made in EU".

Why some products are identified by equal signs (==) before and after the article description?

Articles with the description between equal signs (==) are special versions,
that we do not keep on stock and which are produced only on request.
They are subject to € 150 set-up costs, if the order quantity is inferior to 10 production hours.
The above mentioned set-up costs cover the following fixed costs for very small production batches:
mould installation, mould removal, cleaning, configuration of the injection machine and so on.

For larger quantities no additional set-up costs will be charged.

In our online catalogue you can find all the products produced by us, both standard and special.
For the specials you can find an indication of the hourly production,
by clicking on the link "Details" in the relevant product frame.

Articles that are produced on request only are subject to a quantity tolerance of +/- 5%.

Articles not produced by atpitaly

In addition to the articles of our own production,
we market some service products to complete our basis product range.
In accordance with our transparency policy,
it is pointed out in our catalogues (in a comment next to the product image)
when an article is not produced by atpitaly.
To ensure a maximum service level and product quality we cooperate exclusively with European suppliers.

If not available on stock, the indicative delivery time of articles not produced by atpitaly is 4 weeks.

Amostras

Samples can be easily requested
in the e-commerce section of our website
by clicking on the link "request samples" link
in the upper menu bar.

We despatch the samples by express courier
and the preparation time is 1-2 weeks depending on the workload.

Site navigation

How can I find an article in the online catalogues?

There are two ways to find an article in our online catalogues:

By selecting the "Product" page on our website
and then by selecting the product group or the product subgroup that you are interested in.
By using the search fields in the top left of the screen.
In the search field you can enter (also partially)
the article code, or the article description, or the position in the catalogue.

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