Frequently asked questions

Prices & Availability

Where can I find prices?

You find them on each product page in the product pricing table, listed in all accepted currencies: Swiss Francs, Euros and US Dollars.

All prices indicated do not include taxes.

How can I get a quote?

Place an enquiry via the enquiry page for the products you'd like.

How do I know if something is in stock?

It's indicated on each product page in the product selection matrix, along with the key to the indicators:

Key: in-stock In stock limited-quantities Limited quantities available-soon In production contact-us Contact us

For products with the status "Contact us", you can get in touch via the Contact page.

What's the delivery time for volume quantities?

It depends on the lead time for the parts to be ordered - as a rule of thumb, expect a delivery time of at least 12 weeks.

I've placed an order for 80 units, but now I need 20 more - do I get the 100+ volume price?

Unfortunately not - volume pricing is calculated for each order separately. For orders of a large quantity of modules or boards, we offer delivery in stages.

Can I place a volume order with multiple delivery dates?

Yes. For orders over CHF 20,000 / USD 18,600 / EUR 16,200 we offer delivery in stages; the price will be for the total number of units ordered, inclusive of volume discount. A payment of 50% of the total order cost is required up front, with further payments required after each delivery. The order can be split into up to 4 predefined shipments over 12 months, and the remaining 50% of the cost divided over each shipment, and payable within 15 days of receipt. For each shipment, shipping costs are calculated and added.


Custom Configurations

What's the minimum order quantity for a custom configuration?

It depends on the product and the configuration - send us an enquiry with details.

What is the delivery time for custom products?

It depends on the lead time for the parts to be ordered - as a rule of thumb, expect a delivery time of at least 12 weeks.


Ordering & Shipping

How can I place an order?

You can place orders here.

What shipping method do you use?

Within Switzerland, all orders are shipped using DPD.

For all other countries, orders are shipped with DHL as standard.

Which countries do you ship to?

We can ship to anywhere the carrier can deliver to.

You can check if any of the carriers listed below serves your country by clicking through:

Why aren't shipping costs included in the advertised price of a product?

Shipping costs are unique for each country, and can only be calculated after ordering based on the contents of the order, and where the order is being shipped to.

How much does shipping cost?

It varies depending on shipping destination:

  • Within Switzerland: CHF 20
  • Within the eurozone: EUR 50
  • Rest of the world: USD 80

Note that for certain countries, there may be an extra handling fee.

Is it possible to ship with our courier account?

Unfortunately it’s not possible to ship with a custom courier account – this is in order to keep general shipping prices as low, and delivery as fast as possible.

Is there a distributor in my country?

No - Enclustra ships out all orders directly.

How long will it take for my order to arrive?

An estimated delivery time is included in your order confirmation. If the products are in stock, delivery normally takes less than a week, otherwise it can take from 8 to 12 weeks. Also note that orders are only shipped once payment is received.

I'd like to track my order - what's the tracking number of my parcel?

After your parcel is picked up by the courier, you'll receive an email with the tracking number.

It’s been quite a while, and I still haven’t received my order. What should I do?

Send us a message with your order number and we'll look into it.


Payment

How can I pay for my order?

You can pay by bank transfer.

What are your bank account details?

We have three accounts in different currencies:

  1. US Dollars (USD):
    • SWIFT instruction, field 71A (Details of Charges): OUR
    • IBAN (USD): CH98 0022 5225 1099 6561 L
    • Account-no: 0225-109965.61L
  2. Euros (EUR):
    • IBAN (EUR): CH34 0022 5225 1099 6560 C
    • Account-no: 0225-109965.60C
  3. Swiss Francs (CHF):
    • IBAN (CHF): CH06 0022 5225 1099 6501 E
    • Account-no: 0225-109965.01E
  • Bank name: UBS Switzerland AG
  • Bank address: 8098 Zurich, Switzerland
  • Clearing-no.: 0225
  • SWIFT/BIC: UBSWCHZH80A
  • Our address: Enclustra GmbH, Räffelstrasse 28, CH-8045 Zurich, Switzerland

Please be sure to use the correct account matching the currency of your payment.


Changes & Returns

Can I cancel my order?

If shipping has not already been scheduled and paid for, your order can be cancelled. If your order has already been shipped, you'll have to return it, in line with the relevant return policy.

I made a mistake on my order - how can I change it?

Send us a message as soon as possible with details of the changes you would like to make, including your order number and the email address used to place the order. The sooner you get in touch, the better chance we have of catching it before it's shipped. If the order has already been shipped, unfortunately it can't be amended and you'll have to return it, in line with the return policy.

My order was damaged in transit - what should I do?

Send us a message with your order number and we'll contact you.

What I ordered isn't what I received - how can I exchange it?

If there has been an error in your order, send us a message with your order number and we'll sort it out.


Hardware, Failures & Warranty

What's the duration of guarantee and warranty?

The guarantee period amounts to one year after delivery of the goods. The warranty period amounts to two years after delivery of the goods.

Unsuitable or unprofessional deployment, wear and tear, unsuitable storage, a lack of care during utilization, or non-approved alterations to the goods made by the client or third parties invalidate the rights of guarantee.

What's the right way to mount Mercury modules?

Take special care with the mounting orientation of Mercury modules - they can fit in the connectors both ways round, and may will be damaged if mounted the wrong way and powered up. Always check that the mounting hole positions on the base board and the Mercury FPGA module are aligned.

What are the most frequent causes of hardware failure?

  • ESD event on power or signal line
  • Over-voltage on power or signal line
  • Plugging/unplugging the module while powered
  • Touching sensitive parts of the power converters during operation causing instability

My hardware doesn't work as expected - what should I do?

Send us a message with a detailed description of the problem, include the serial number and ordering code (check the sticker on the PCB) and we'll contact you to come up with a solution.

What is the typical power dissipation of an FPGA module?

It's not possible to give an estimate of power dissipation without knowing about the FPGA design. Power dissipation is heavily dependent on clock frequency, toggle rate and logic usage.

For an estimate of the power consumption for Altera devices, check here.

For an estimate of the power consumption for Xilinx FPGAs, take a look at the Xilinx Power Estimator.

My FPGA is getting very hot - what should I do?

If an FPGA is getting hot during operation, make sure that there is some heat-dissipating air flow over the chip, either by mounting a fan, a heat sink, or even both. You can read out the temperature of the Xilinx 7-Series FPGAs with Chipscope, or the temperature of the Real Time Clock with ISL.