Frequently Asked Questions
Answers to the questions we are asked most often about the Sumitomo Electric Hardmetal India online store. If your question is not here, contact us at ECsupport@shin.sei.co.jp or use the contact form.
Account and signing in
Who can open an account?
The store is for businesses in India buying for commercial or industrial use — sole proprietorships, partnerships, LLPs and companies. You need a valid GSTIN where your business is required to be registered. We do not sell to individuals buying for personal use.
What do I need to register?
Your company name, your name, a work email address, an Indian mobile number, your GSTIN, your industry, and the company address used for invoicing and delivery. Registration takes a few minutes.
Why do you ask for my GSTIN?
To issue you a GST-compliant tax invoice, and so that your input tax credit flows correctly. We check that the GSTIN you enter is a validly formatted number with a correct check digit. Enter it exactly as it appears on your registration certificate.
Why do I get a code by email every time I sign in?
The store uses a password plus a one-time code. Your password proves you know the secret; the code proves you still control the registered mailbox. This combination protects your pricing, your order history and your invoices if your password is ever guessed or reused from another site.
The code has not arrived. What should I do?
Give it a minute, then check your spam or quarantine folder, and ask your IT team whether mail from our sending domain is being filtered. If it still has not arrived, press Resend code — that issues a fresh code and restarts the timer. Codes are valid for ten minutes.
I have forgotten my password.
Use Forgot password on the sign-in page. We email you a one-time code, you enter it and set a new password. Setting a new password signs your account out on every device, so sign in again afterwards.
What are the password rules?
At least fifteen characters, with at least one capital letter, one small letter and one number.
I am seeing "Too many attempts. Please wait."
That is our protection against automated password guessing. It is temporary, it clears by itself within a minute, and nothing is locked or disabled. The message shows the exact number of seconds remaining.
Can two people in my company share one login?
No. One email address and one mobile number belong to one account, and you are responsible for everything done through it. If several colleagues need access, register them separately.
How do I change my company name, GSTIN or industry?
Those fields are read-only, because they are master data shared with our enterprise system and printed on your invoices. Contact us and we will update both systems together. You can change your own name, telephone number and saved addresses yourself, under Settings and Addresses.
Prices and GST
Why can I not see any prices?
Prices, stock and delivery estimates are shown only to registered buyers who are signed in. B2B pricing is commercial information, so it is not published to the open web. Register or sign in and the prices appear.
Are prices inclusive of GST?
No. Prices are shown in Indian Rupees per piece, exclusive of GST. GST and any delivery charge are calculated and added at checkout, and the total you see before you confirm is the total you pay.
How is GST calculated?
By place of supply. Deliveries within Maharashtra carry CGST and SGST; deliveries to other States and Union Territories carry IGST. The split is shown on your order and on your invoice.
Can prices change?
Yes, prices can change without notice. The price that applies to your order is the one confirmed in your order confirmation and tax invoice.
Can I get a formal quotation?
Yes. Use Request a Quote on any product page or from the contact page. If you are signed in, your details are filled in automatically and you only need to choose the enquiry type and write your message; the product code you were viewing is carried across.
Placing an order
What is Min. Order, and why can I not order just one piece?
Each product has a minimum order quantity set by the factory and shown on the product page. Industrial tooling is packed and supplied in standard quantities, so orders below that minimum cannot be processed.
What does "sold in multiples of" mean?
Products are supplied in packs. If the pack size is 10, you can order 10, 20 or 30 — not 15. The cart tells you the nearest valid quantity.
Is there a limit on how many different items I can order at once?
Yes — a maximum of 99 different products in a single order. This is a hard limit in our order processing system. If you need more, split the requirement across two orders.
How do I know my order has been accepted?
You will get an acknowledgement as soon as you complete checkout. That confirms we received the order, not that we have accepted it. The order is accepted when we confirm it in writing or issue the tax invoice — see section 6 of the Terms of Service.
Can I add my own purchase order number?
Yes. There is a field for your PO number at checkout. It is your internal reference and it is carried on our documents for your convenience.
Can I change or cancel an order after placing it?
Contact ECsupport@shin.sei.co.jp straight away with the order number. Orders can be cancelled without charge up to the point of dispatch. After that, the rules in the Refund and Returns Policy apply. Special and custom-order products cannot be cancelled once procurement has started.
Stock and delivery
What do the stock states mean?
In stock means the quantity is available now. Stock in India will be delivered generally in 2 to 4 working days from dispatch. Stock in Japan warehouse is shown separately, with its own lead time.
Not in stock means the item has to be brought in, and delivery takes approximately three months.
Can I order more than the quantity shown as available?
Not in the normal case — the cart will not allow it. If you need a larger quantity, use Request a Quote and we will come back with a lead time.
Where do you deliver?
Anywhere in India. We do not deliver outside India and do not arrange export. For global network, please contact sumitool.com.
How much is delivery?
Any delivery charge is calculated and shown at checkout, before you pay, from the delivery address and the contents of your order. Where no charge applies, none is added.
How do I track my consignment?
The courier name and tracking number appear against the order under My Orders, and are also emailed to you when the consignment is dispatched. They come from our enterprise system once the shipment is raised, so they appear shortly after dispatch.
My order arrived in two parcels. Is that normal?
Yes. Where part of an order is in stock and part is not, we may send the available items first so you are not waiting on the whole order. Each parcel has its own tracking number and both appear under the same order.
The packaging is damaged. What should I do?
If you have not yet signed for it, refuse the delivery and tell us the same day. If you have already accepted it, photograph the carton and the contents within 48 hours and email the photographs to ECsupport@shin.sei.co.jp with your order number. Keep all the packaging.
Payment
How can I pay?
The payment methods available to you are shown at checkout. Payment is taken on the payment provider's own secure pages.
Do you store my card details?
No. Card numbers, CVV, UPI PIN and net-banking credentials are entered on the payment provider's page and never reach our systems. We receive only a confirmation that the payment succeeded and a transaction reference.
Can I buy on credit?
No. Platform orders are paid in full before dispatch.
Invoices and documents
Where is my invoice?
Your invoice number appears against the order under My Orders once our enterprise system has issued it. The GST tax invoice itself is issued by our accounting system and sent to your registered email address.
Why does my order show more than one invoice number?
A single order can be invoiced in more than one consignment — for example when part of it ships earlier. Each invoice number is listed against the order.
Why is the order number different from the invoice number?
They come from different systems and serve different purposes. The order number identifies your order on this store; the invoice number identifies the tax document raised for a particular supply. Quote whichever the query relates to, or both.
Returns and warranty
Can I return something?
Yes, within 7 calendar days of delivery, if the item is wrong, short, damaged in transit or genuinely defective, and it is unused and in its original packaging. Always get an RMA number from us first — consignments sent back without one are refused. Full details are in the Refund and Returns Policy.
Can I return products I have already tried?
No. Tooling that has been mounted, used, reground or altered cannot be returned, even if it was used only briefly and turned out to be unsuitable for the application. Please check suitability before ordering, and use Request a Quote if you want our technical team's view first.
How long does a refund take?
We inspect the returned item within 3 to 5 business days of receiving it and process approved refunds within 5 to 7 business days, back to the original payment method. How long the money then takes to appear depends on your bank.
How do I raise a warranty claim?
Email ECsupport@shin.sei.co.jp with the subject WARRANTY CLAIM — <your order number>, including photographs of the failure, the workpiece material, the machine and toolholder, and the cutting parameters you used. Our technical team normally responds within five business days.
Find Distributors
How do I find a distributor near me?
Use Find a Distributor. Type your State, city or PIN code and the list filters as you type, closest first. Each entry shows the address, telephone number and email address.
Technical data and CAD files
Can I download CAD models?
Yes. Where they are available, 2D drawings and 3D models are linked from the product page for signed-in buyers, for use in evaluating and using our products. They may not be redistributed or used in your own catalogue.
Are the recommended cutting conditions guaranteed?
No. They are a starting point. Actual performance depends on your workpiece material, machine, toolholder, clamping and coolant. Tool selection and the final parameters remain your responsibility — see section 4 of the Terms of Service.
Why do some products share the same photograph?
Products in the same family often share one representative image and one family-level drawing. The technical data shown in the specification table is specific to the item code.
Your data and privacy
What do you do with my data?
We use it to run your account, fulfil your orders, issue tax invoices, keep the records the law requires, and keep the store secure. We do not sell it. The full detail is in our Privacy Policy.
How do I get a copy of my data, or have it deleted?
Write to ECsupport@shin.sei.co.jp from your registered email address. Your rights under the Digital Personal Data Protection Act, 2023 and how to exercise them are set out in section 11 of the Privacy Policy.
How do I raise a complaint about my data?
Write to ECsupport@shin.sei.co.jp. If you are not satisfied with our response you may complain to the Data Protection Board of India.
Still need help
| Contact | ECsupport@shin.sei.co.jp |