FAQ, Instructions & Contact
Here you will find the most frequently asked questions & answers & detailed instructions on technical topics that don’t fit into the product description.
If you need further clarification, you can of course always contact us via the contact form at the bottom of this page or our chat (button at the bottom right).
Since we are usually busy in production, the easiest way to reach us is by filling out the contact form at the very bottom of this page. We will get back to you as soon as possible!
Frequently Asked Questions and Answers
Order & Pay
Can I also pay with credit card, PayPal, or cash on delivery?
We have chosen the payment methods that our customers use most frequently and prefer, and offer payment via PayPal, credit card (Visa, Mastercard, American Express), Apple Pay, Shop Pay, and Klarna.
Payment in advance or cash on delivery is unfortunately not possible.
Can I still change or cancel my order?
Yes, as long as it hasn't been shipped yet. We ship on Mondays, Wednesdays and Fridays at 16:00. Simply reply to your order confirmation and tell us what should be changed, for example the delivery address, or that you want to cancel. It works most reliably if your message reaches us by 13:00 on the shipping day.
If you'd like to add something, please order it separately and drop us a quick note. If the first order hasn't gone out yet, we'll pack both into one parcel.
Once the order is on its way, it can no longer be cancelled. Our 30-day return policy then applies.
Will I get my money back if there is something wrong with my order?
If you make use of your 30-day return policy, we will refund your purchase price as soon as the returned goods have arrived and been inspected. If a product unexpectedly has defects, please contact us (ideally with a photo of the defect). We will then promptly find a solution, whether through replacement delivery or refund.
I'm ordering for a company or public authority. What do I need to know?
The invoice is sent to you automatically by email after shipping. When paying, enter your company name in the “Company” field and it will appear on the invoice.
Companies from another EU country can order without German VAT. To do so, enter your VAT ID number in the VAT ID field when paying; it is checked immediately. The invoice will then not show any VAT. This does not change the final price, as our prices are the same for everyone. Unfortunately, the number cannot be added afterwards: we are only allowed to invoice tax-free if it was already provided with the order.
Public authorities, universities and other public institutions can buy on invoice. Use the contact form to send us the items you need with quantities and the billing address, ideally with a purchase order or cost centre number. We will send you an order to review, and payment is made by bank transfer within 30 days of receiving the invoice.
Shipping and Returns
Do you also ship internationally?
Yes, we ship our products not only within Germany but also to all EU countries as well as many other countries worldwide, including the USA, Canada, Switzerland, and Australia. You can find a detailed overview of shipping destinations and costs on our shipping information page.
How long does the shipping take?
Within Germany: The delivery time is usually 2-4 business days. Shipping within Germany is free for you. We ship orders on Mondays, Wednesdays, and Fridays.
EU countries: The delivery time is 3-12 days from placing your order.
Other countries: Switzerland 3-10 days, Canada and Norway 5-14 days, USA, Australia, New Zealand, Japan, South Korea, Hong Kong, Singapore and Taiwan 9-21 days from placing your order. You can find all countries on our shipping page. Please note that customs fees or import taxes may apply for deliveries outside the EU, which you will need to cover yourself.
Do you offer shipment tracking?
On the day of shipping, you will automatically receive a shipping confirmation with a tracking number by email. You can track parcels and small parcels with DHL all the way. Large letters with Deutsche Post show hardly any or no tracking events along the way, and Warenpost to other countries often shows no new ones for days.
Please note that tracking is not always accurate (this is unfortunately due to the postal service, not us). If the tracking status doesn’t change for a long time, it is usually due to faulty tracking, and almost all shipments still arrive safely. If your order hasn’t arrived within these periods after shipping, please get in touch with us: Germany 1 week, Europe 2 weeks, Canada and Asia 3 weeks, USA, Australia and New Zealand 4 weeks, all other countries 6 weeks.
Delivery to a DHL Packstation is also possible; please provide your full Packstation address including your postal number.
Tracking says delivered, but nothing arrived. What now?
The postal service sometimes reports letters and Warenpost shipments as delivered before they are actually in the mailbox. Please give the shipment two more working days and ask your neighbours. If it still has not arrived by then, write to us with your order number. We will check the delivery address with you and find a solution.
Can I return my order?
Yes, you have a 30-day return policy. If you are not satisfied with a product or change your mind, you can return it within 30 days of receipt. We will refund you the full purchase price. For returns within Germany, we are happy to provide a free return label upon request. Please contact us for this.
Products
Can I purchase at discounted rates as a retailer?
Yes, we are happy to cooperate with dealers worldwide. Please leave your specific request with product and quantity in our contact form. We are also happy to send you free samples.
Do you also make custom products or offer adjustments?
Not at the moment: we have paused custom builds and new developments. However, we design and manufacture many of our parts ourselves, so we collect requests. Add your part to our wish list. When we plan new parts, we look first at the ones that are requested often. If your part becomes available from us one day, we will write to you once.
I have a blog, YouTube channel, or Instagram account and would like to review one of your products.
We love collaborating with all photography enthusiasts worldwide. Whether you have a blog, YouTube channel, or Instagram account with x followers, just send us a message with a link to your socials and the product you want, and we’ll provide you with a free sample to test.
What material are the products made of?
We make most of our own products in Würzburg from engineering plastic. Standard parts such as springs, screws and contacts are added for the function. Because we manufacture ourselves, even very small quantities are worthwhile, which is why you will find parts from us that you could not otherwise buy at all. Bought-in items such as batteries come from other manufacturers.
Contact form
Didn't find a suitable answer? Just fill out the contact form and we'll get back to you as soon as possible. Promise!
Tip: Don't want to wait? Our chatbot (button at the bottom right) is fed with a huge database of knowledge and can help in 90% of cases.
