FAQ

  • What payment methods do you accept?
  • Can I place an order without creating an account?
  • What is your refund policy?
  • I have a question about your products
  • Can I place a quote?
  • Where is my order confirmation?
  • What should I do if a product malfunctions?
  • Are my sensors guaranteed to last 10 years?
  • Why has my order been canceled?
  • How do I cancel my order?
  • Can I alter my order?
  • When will my order arrive?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?
  • Is your product inventory status accurate?
  • Can I order large quantities through your webshop?
  • Where do you ship from?
  • Can I order even though a product is not in stock?

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, and American Express. We also accept payment by PayPal. If you decide to use PayPal, you will be directed to the PayPal website where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Can I place a quote?

Yes, we offer quotations on our products. You do not have to be logged in to make a quotation - Simply add the desired products to your "quotation cart" (available in the top right corner next to your ordinary cart) and send it to us to receive a quotation. Read more about the quotation process here.

Ordering and delivery

Can I place an order without creating an account?

Yes, you do not need to have a login if you request a quote. You can gather your products in the "quote cart" as you would do with the normal cart and then request a quote on those products. It is recommended to create an account if you are a returning customer as this will help you track your orders and provide you with other information.

Where is my order confirmation?

You will receive an order confirmation directly after you place your order. We will send you a second confirmation email once we can provide you with an estimated delivery date.

Why has my order been canceled?

If your order has been cancelled, this is likely due to a product update or similar. Please contact orders@sensative.com for more information if this has happened to your order.

How do I cancel my order?

Please contact orders@sensative.com to cancel your order.

Can I alter my order?

Please contact orders@sensative.com to modify your order. Modifying your order will likely result in us cancelling your order so that you can place a new one.

When will my order arrive?

We will send you a second confirmation email after you have placed your order where we provide you with an estimated delivery date.

What countries do you ship to?

We ship internationally to most regions around the globe. Please create an account so that we can review your information and confirm shipping to your location (an account activation means that we can ship to your location).

How much is shipping?

The shipping rate depends on volume and destination. You can also choose to pick up your order at our offices in Lund, Sweden, from where you also have the option to employ your own carrier).

Can I track my order?

Yes, we provide tracking with each order. You will receive tracking information once the order has been sent.

Is your product inventory status accurate?

Our inventory status is not updated in real-time so be aware that there might arise a delay in delivery if products are out of stock. Please contact us if you have a project for which you need your sensors within a certain timeframe. 

Can I order large quantities through your webshop?

It works well to order large quantities directly through the webshop. For project and volume pricing, please contact us directly.

Where do you ship from?

Our main office is located in Sweden, and this is where we ship our products from.

Can I order even though a product is not in stock?

Yes, you can order any amount you want even if a specific product is out of stock. We will first confirm your order and then follow up with a second confirmation email where we provide you with an estimated delivery date based on when we have the product(s) in stock.

Products

I have a question about your products

You can find all information on our products in our resource center. This includes sensor compatibilities, regional frequencies, and all other product specifications. If you cannot find an answer to what you are looking for, please contact us.

Warranty

What is your refund policy?

You can find our refund policy here.

What should I do if a product malfunctions?

Please contact customer service if any issues arise with your products. You can create a Technical Support Request here.

Are my sensors guaranteed to last 10 years?

Our sensors have been shown to last up to 10 years under what is deemed as normal usage based on our recommendations, but this cannot be guaranteed as it depends on factors such as sensor type, network, mounting place, and network conditions.

For Z-Wave, you can view our test and verification report.