Contact & FAQ

Q: Can I change or cancel an order I have already placed?

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Q: When will my order be delivered?

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Q: What costs will I incur for a return shipment?

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Q: How do I receive my refund?

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Q: How long will it take for my money to be repaid?

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Q: Where can I find the return form?

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Q: When will my order be dispatched if I pay by prepayment/bank transfer?

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Q: As a company from another EU country, can I order tax-free as an intra-Community delivery with my VAT ID?

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Q: Can I have my order delivered to a Packstation, P.O. Box or parcel store?

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Q: Why is my order sent in several packages?

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Contact & FAQ

Your satisfaction is important to us! If you have any questions, concerns, or suggestions, we are at your disposal at any time. We look forward to hearing from you and ensuring that your experience with our products and services is optimal.

You are welcome to contact us via our contact form. The more detailed your description of the issue is, the fewer follow-up questions we will have, allowing us to process your request faster. Feel free to read through our FAQs as well; you might already find an answer to your question here.

FAQ

Can I change or cancel an order I have already placed?

As orders are automatically forwarded to our dispatch warehouse to ensure fast dispatch, subsequent changes or cancellations are no longer possible once processing has begun. If you notice an error immediately after submitting your order, please contact us immediately so that we can find a solution together.

When will my order be delivered?

You can find the delivery time both on the product page and in your order confirmation. This is 1 to 3 working days within Germany, 3-7 working days in other EU countries and 1-3 weeks within Europe (non-EU).

If, contrary to expectations, delivery is delayed, please do not hesitate to contact us. We will then immediately check the reasons for the delay and take appropriate action.

What costs will I incur for a return shipment?

The return of the goods is free of charge using the return label provided by us. If the products are in perfect condition, we will refund the full purchase price. Alternatively, you can send the return at your own expense with another parcel service of your choice. Please make sure that the parcel is sent with a tracking number and keep the proof of posting in a safe place. Please note that compensation may be demanded for improper packaging or excessive use of the products.

How do I receive my refund?

Refunds are made using the same payment method you selected when placing your order. Depending on the provider, it may take a few days for the refund to be credited to your account.

How long will it take for my money to be repaid?

Refunds are usually made within 3 working days of receipt of the return in our warehouse. Refunds will be made using the same payment method used to pay for the order. If there are any questions about the condition of the goods or missing parts, an employee will contact you within these 3 working days to clarify this.

Where can I find the return form?

After entering the e-mail address you used to place your order with us, you can easily send your return via the returns portal portal.

When will my order be dispatched if I pay by prepayment/bank transfer?

If you have selected the "bank transfer" payment method, your order will only be dispatched once payment has been received. Incoming payments are checked manually on a daily basis. If you have any questions regarding the payment status, please feel free to contact us. Please note that a longer processing time is also possible with instant bank transfer.

As a company from another EU country, can I order tax-free as an intra-Community delivery with my VAT ID?

Yes, this is possible, please enter your VAT ID in the checkout and send the order. We will then send you an invoice as an intra-community delivery and refund the VAT.

Can I have my order delivered to a Packstation, P.O. Box or parcel store?

Due to our dynamic shipping process, in which we act flexibly depending on the product, address and capacity utilization of the shipping service providers, it is unfortunately not possible to deliver your order to a Packstation, P.O. Box or parcel store. We rely on this procedure to ensure a smooth process and fast shipping. For a smooth delivery, we recommend that you enter a physical address in the delivery address. Please check carefully whether the address has been entered correctly, as subsequent changes are often not possible due to the fast picking process.

Why is my order sent in several packages?

In rare cases, you may receive two or more parcels from us. In this case, you will also receive several shipping confirmations with the respective tracking numbers.

Reasons for this may be a large number of items that do not all fit in one box, items that are bulky (e.g. dog grids, dashboard bars, etc.) or shipping from different locations.

Where can I find my invoice?

Your invoice will be sent to you automatically by e-mail within 15 minutes of receiving your order. If you do not receive it, please check your spam folder first. If you have misplaced it, send us an e-mail with your name, address and order number (starting with S4T) from the e-mail address you used to place your order.

How long can I register a return?

We offer a 30-day returns guarantee. Products must be returned in their original condition and in their original packaging.

How can I return goods?

Returns can be made easily and independently via our website. Go to the page: Returns portal and enter the e-mail address you used for your order. Please note that the return must be securely packaged and not in the original box of the item. The box must also not be taped. Please send the goods back to us within 14 days of revocation.