Achtung eingeschränkter (Tech-)Support in dieser Woche!

Vom 22. - 26.Juli kommt es aufgrund einer internen Veranstaltung zu Verzögerungen beim (Tech-)Support. In dieser Zeit ist der allgemeine Support eingeschränkt und der technische Support nicht telefonisch zu erreichen. Die Telefonhotline und die Logistik sind am 23. Juli nicht besetzt.

Your Order

We ship automatically with receipt of payment - provided that all items are in stock on the day of receipt of payment. Whoever orders and pays directly or promptly should not have any problems, because usually you can only order from us what is in stock (see also help topic article - delivery time).

If no dispatch notification has been received shortly after order/payment, we recommend

1) to check the spam folder, as the automated dispatch messages are sorted out by some mail providers. If nothing should be found there either

2) please check whether the payment has been sent out properly, i.e. log in to the portals of the payment service providers and track the payment there.

In rare cases there are technical problems with the forwarding to PayPal or similar

For bank transfers please ensure that the bank account details are correct and that the Check the order number in the correct format carefully. If the transfer cannot be assigned by order number, the order will hang until it is corrected manually. In the latter case, or if there are still ambiguities, please contact us with the relevant data about your order (customer name & number, order number) and your payment (transaction number).

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This stauts means, we have finished processing and packing your order and it is on its way the DHL-center where it will receive the next scan.
In rare cases, especially around public holidays or because of the pandemic this first scan can be delayed a bit.
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With the handover to the shipping service provider, we unfortunately only have very little Influence on delivery. The tracking number of the package comes with our dispatch notification (check spam folder if necessary), so the shipment can be tracked. In addition, delivery options, storage locations etc. can be booked with the shipping company via their portal. If a parcel does not move on for several days, we can file a transit time complaint with the shipping service provider. Only after a longer period without movement can an investigation be initiated. The times vary slightly depending on the shipping service provider and have been increased considerably in the corona time. Runtime complaints and follow-up orders should be submitted by us to the shipping service provider, so please contact us with all relevant information if the parcels are left standing for a longer period of time. We ask for your understanding that in most cases we can only order replacements once the matter has been clarified with the shipping service provider.
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Even if we want to avoid them with the utmost care, mistakes can happen. If something was delivered incorrectly or incompletely, we ask you to use our form for returns or send an email with all relevant information about the order (customer name and number, order and/or invoice number, error description) and a photo proof. We would also be happy to send a callback number. We apologise for any inconvenience. We will contact you as soon as possible and together we will see which replacement will make both parties happy. See also our help topic Returns.
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Unfortunately, our system does not offer the possibility of scheduled delivery. However, scheduled payment offers a small diversion, because we ship with receipt of payment. So it is best to pay by bank transfer only when the delivery is due in the next few days. Once the consignment is on its way, depending on the shipping service provider, you can use their online portals to arrange storage locations and sometimes also appointments. Unfortunately, we cannot print order comments à la "please leave it next door with Mrs. Müller" on the shipping labels or otherwise pass it on to the deliverer. This must be arranged directly with the parcel services (e.g. via their online portals).
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We do not yet have a retail shop or a consulting office. For security and insurance reasons, regular customer traffic is not possible on the premises where the warehouse and logistics are located. In addition, customer service and consultants work decentrally from other locations and are usually not present at the warehouse in Alpen. Goods are only available via the online shop. Our colleagues in customer support and tech support are experienced in providing advice by telephone and email. In addition, you can meet us at Exhibitions and Meetings for personal discussions and, depending on the event, you can also buy a selected range of goods on site.
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Mistaken? Forgotten something? Or unsure whether the right thing was ordered? Changes to existing orders are unfortunately almost impossible. Once payment has been received, the orders go to packing and shipping to be delivered as soon as possible. Changes are therefore only possible if the payment method "prepayment-bank transfer" has been selected and has not yet been transferred or in the unlikely event that a PayPal payment has not gone through due to a technical problem.
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Orders by email have longer processing times. A shop order simply runs through the system faster than our employees can process email orders. For orders that are not placed via the online shop, we reserve the right to charge a processing fee of 20,- EUR. Without indication of our article numbers we reject any order for legal reasons.

Please therefore use our online shop. For further questions and advice we are of course at your disposal.

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Für eine Steuererstattung bei Eigenausfuhr beachte bitte das Merkblatt zur Umsatzsteuerbefreiung für Ausfuhrlieferungen im nichtkommerziellen Reiseverkehr des Bundesfinanzministeriums der Bundesrepublik Deutschland.

Hier speziell den Punkt 7:

7. Von der Steuerbefreiung ausgeschlossen: Lieferungen zur Ausrüstung oder zur Versorgung von privaten Beförderungsmitteln

Lieferungen von Waren, die zur Ausrüstung oder Versorgung eines privaten Beförderungsmittels (z.B. Pkw, Kombiwagen, Sportboot, Segelyacht, Flugzeug) dienen, sind von der Steuerbefreiung für Ausfuhrlieferungen im nichtkommerziellen Reiseverkehr ausgeschlossen. Bei den betroffenen Waren handelt es sich sowohl um Kraftfahrzeugteile, die mit dem Fahrzeug fest verbunden werden (z.B. Stoßstange), als auch um solche, die als bewegliche Teile zur Ausrüstung des Fahrzeugs gehören (z.B. Abschleppseil, Reservereifen, Verbandkasten). Auch Waren zur Versorgung eines Fahrzeugs (z.B. Kraftstoff, Motoröl, Pflegemittel) fallen nicht unter die Steuerbefreiung für Ausfuhrlieferungen im nichtkommerziellen Reiseverkehr.

Die Einstufung der Artikel erfolgt auf Basis der eindeutigen Zolltarifnummer, die tatsächliche Verwendung (z.B. Ferienhaus oder Boot) spielt für den Zoll keine Rolle. Eine Interpretation ist hier nicht möglich. Danach ist eine Erstattung bei Eigenausfuhr der hier definierten Fahrzeugteile nicht zulässig und wird durch uns auch nicht in Ausnahmen erfolgen.

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