FAQs
FAQs
PEI-Genesis Help Center
This section is designed to support our customers with quick answers to common questions about quoting, ordering, shipping, and account access.
For quick access, you can click the section you are interested in.
If your question isn’t covered here, contact us directly:
For general assistance , call us at 866-734-9111
For questions about using the website , email ecommerce@peigenesis.com
For technical support please submit a request here.
We’re committed to providing fast, reliable service to support your sourcing and procurement needs.
Ordering & Account Access
Do I need to create an account to place an order?
What are the advantages of creating an account?
Creating an account makes your experience faster and easier.
You’ll be able to:
Save shipping and billing details for quicker checkout
Access order history and track shipments
Request quotes and manage them online
Upload and manage your Bill of Materials (BOM)
Purchase items online
Receive personalized product recommendations
View Customer specific pricing information (if applicable)
How do I place an online order?
Can I place an order online with a purchase order?
Yes. If your account is set up with payment terms, you can enter a purchase order number during checkout and select your payment terms. If payment terms have not been established, payment via credit card will be required. To request payment terms, please contact your sales representative.
How do I check the status of my order?
You can check your order status at any time by logging into your account. Click on your name to access the drop-down My Account menu. You can view orders, their status, and tracking details. My Account allows you to view your project lists, track shipments, view purchase history, print or email invoice copies, and much more.
Can I reorder from a past order?
Yes. In the Order History section of your account, you’ll find the option to quickly reorder individual items or entire orders.
Can I save products to a list later?
Yes. Use the “Add to Project List” feature on any product page or product search page to save items into a personal or shared project list. This makes it easy to organize parts, prepare BOMs, or start a quote/order when you're ready.
How do I get connected to my company’s existing PEI-Genesis account?
During account registration, you’ll be asked whether your company already does business with PEI-Genesis. If so, simply select “ Yes, I would like to join an existing Account ”. Please list your company’s customer number, if possible. Once submitted, our team will review your request and link you to the correct account. You’ll receive confirmation once the connection is complete.
Quoting & BOM Upload
How do I request a quote?
To request a quote, start by adding your part numbers to a Project List. You can do this in two ways:
Select parts directly from a product page and add them to your Project List.
Upload your Bill of Materials (BOM) if you’re working on a larger project.
Once your Project List is ready, you can review it, make any adjustments, and then submit it as a Request for Quote. This process helps keep everything organized and ensures your request is complete.
Can I upload a BOM (Bill of Materials)?
Yes. Our BOM Upload Tool lets you submit a list of parts for fast quoting. This is ideal for large builds or multi-part projects. You will need to have an account to use the BOM Upload Tool.
What file formats do you accept for BOM upload?
We accept Excel (.xls, .xlsx) and CSV (.csv) formats. Your file should include part numbers and quantities for the most accurate results.
How long does it take to receive a quote?
Quotes are typically returned within 24 business hours. For complex BOMs or specialty parts, it may take a bit longer — but we’ll keep you updated every step of the way.
Shipping & Lead Time
When will my order ship?
Lead times may vary depending on whether items are in stock, custom, or non-stock. You can view up-to-date lead times for in-stock items directly on the product pages .
For products that don’t show a lead time, you’ll need to request a quote — the lead time will be provided there. During checkout and on your order confirmation, you’ll also see estimated ship-by dates for your order.
How do I track my shipment?
Once your order ships, you’ll receive a tracking number by email. You can also log into your account and view tracking details under My Account > Orders.
What shipping carriers do you use?
We ship via major carriers including UPS, FedEx, and DHL . By default, orders ship via UPS on a prepay and add basis . If you prefer to use your own carrier account — for FedEx, DHL, or UPS — you can enter your account number during checkout.
Can I choose expedited shipping?
Yes. If expedited shipping options are available for your order, you’ll be able to select them during checkout.
Do you ship internationally?
Yes, we ship worldwide. Duties and taxes may apply depending on your country’s import policies.
Product Information
How do I find the right product or part?
You can search by part number or keyword using the search bar at the top of the website. Or, you can browse by Product or Manufacturer using the top navigation menu. If you need help, our team is available via live chat or you can request technical support.
What if I can’t find the part number I’m looking for?
If your part number search does not return any results, try checking for variations in the part number (e.g., dashes or suffixes). Still can’t find it? Use our live chat to request help from your sales or product teams. You can also reach out to us through our Technical Request Form here.
Where can I find drawings, datasheets, or technical specifications?
Drawings, datasheets, and technical specifications are available on most product pages under the Specifications or Technical Documents sections. If something is missing, contact us.
Payment & Invoices
What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, American Express), as well as payment by purchase order for approved accounts.
Can I pay with a credit card?
Yes. You can pay with a credit card at checkout. The credit card will be charged once the order is confirmed.
Can I place an order using a purchase order (PO)?
Yes, if your account is set up with payment terms, enter your PO number at checkout and select your preferred shipping and billing options.
Can I view or download my invoices online?
Yes. After logging in, go to My Account > Invoices to view, download, or print past invoices.
Are taxes calculated at checkout? (For US customers)
Yes. Sales tax is calculated based on your shipping address. If you are tax-exempt, make sure your tax-exempt certificate is on file with us before placing your order.
Are VAT charges calculated at checkout? (For European customers)
Yes at the local rate, based on your shipping address, and shipment method. If you have provided your VAT number zero rate will be used where applicable.
Technical Help & Support
Who can I contact for technical questions?
Our technical support team is available to help with product selection, compatibility questions, and custom solutions. Please contact your sales representative. If you do not know your sales representative, find your local sales office.
Is live chat available?
Yes. Live chat is available during business hours. Our team can help you navigate the site, find products, upload a BOM, or connect you with an engineer for more technical support.
Can I talk to an engineer about my application?
Yes. If you need design support or have application-specific questions, please contact your sales representative or submit a technical request.
How do I contact customer service?
You can reach customer service by phone, email, or live chat. Visit our Contact Us page for all contact options and business hours.
ITAR & Export Compliance
What is ITAR, and how does it affect my order?
ITAR is a set of U.S. government regulations that control the export and import of defense-related materials, including specific components. If a product is subject to ITAR, it can only be exported to countries and customers that have the proper authorization. We comply fully with ITAR and will inform you if your order falls under these restrictions.
How will I know if my purchase requires export documentation or licenses?
During the order process, items that potentially fall under ITAR or other export controls are identified. If additional compliance documentation or export licenses are necessary, our team will notify you directly via your registered contact details before the order is finalized.
Do you ship ITAR-controlled products internationally?
ITAR-controlled items can only be shipped to authorized U.S. persons or entities within the U.S. and to specific countries based on U.S. government approval. We will verify the recipient's eligibility prior to shipment of any restricted items.
What is Export Compliance, and how does it impact my purchase?
Export Compliance refers to the adherence to U.S. export laws that regulate the sale and shipment of sensitive products and technologies. These laws govern not only ITAR-controlled products but also EAR (Export Administration Regulations) products. We ensure all orders comply with applicable export regulations.
How do I know if my order is subject to export restrictions?
If your order contains products that are controlled under ITAR or EAR, we will notify you and may request additional documentation (such as export licenses or end-user certificates) before processing the order.
Do I need an export license to purchase certain items?
In some cases, you may need an export license to purchase ITAR-controlled or EAR-controlled items, especially if shipping internationally. We will inform you if a license is required and assist with the process.
What is the process for obtaining an export license?
If an export license is required for your order, we will guide you through the application process. Export licenses must be obtained from the U.S. government, and it may take some time for approval.
Can I purchase ITAR-controlled or export-restricted items if I am not a U.S. citizen or entity?
No. ITAR-controlled products can only be sold to U.S. persons, and export-restricted items may only be sold to authorized recipients under the applicable U.S. export laws. We verify this information before processing your order.
Who can I contact for export compliance questions?
For any inquiries related to ITAR or export compliance, please reach out to our dedicated Export Compliance team at Denied.Parties@peigenesis.com. If you prefer, you may also call our customer service line; detailed contact options can be found on our “Contact Us” page.
How do I comply with export compliance requirements?
PEI-Genesis takes ITAR compliance and export controls very seriously, and we have a comprehensive program in place to ensure compliance. Every customer must comply with the laws and regulations in place. When you sign up for a PEI-Genesis account, you will be required to comply with our Compliance Commitment Form. You acknowledge that all commodities, software and/or technologies that you have been/will be purchasing from PEI-Genesis may be subject to export, re-export or other restrictions to any destination, and/or end-user, and/or for any end use prohibited by the laws of the United States, United Kingdom, United Nations, OSCE embargo or any other applicable law where such law is in conflict with the laws of the countries stated previously.
The Customer/Company further warrants and agrees to abide by all applicable laws and regulations relating to the use, transfer, export, re-export, or resale of commodities, software and/or technology unless such use, transfer, export, re-export, or resale is specifically authorized by a government agency with the export authority over the items purchased or ordered from PEI-Genesis. The Customer/Company further certifies that no PEI-Genesis products or technology are intended to be sold to, exported, reexported, or transferred for use by the Chinese military. Most Compliance Commitment forms are valid for specific numbers of years depending on your country. Renewals to your Compliance Commitment form will be maintained in your My Account menu.