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• 1I can't log in to my account
  These are the most common causes:

  1. Wrong password: change it here.
     
  2. Your account was created with an email address that you no longer have access to. In this case create a new account or contact us to update your account with your new email address.
     
  3. If login is still not possible, try clearing the cookies in your Internet browser.

  
  
  If you are still unable to login to the website, please contact us via email or phone.
• 2What is the online ordering process?
  

  Pre-order

  • Choose the products you want, and add them to the cart.
  • Confirm your shipping address and the shipping method.
  • For payment, you can choose either secure online credit card payment or bank transfer. If you paid via bank transfer, we will send you a confirmation email when we receive your payment.

  
  
  Post-order

  • After completing the order, you will receive an automated order confirmation email.
  • We will process your order within 1-2 hours during office time. You will then receive a second confirmation email and your invoice.
  • Your order will be shipped shortly after payment confirmation.
• 3When and how do we ship orders?
  

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  • Orders generally get shipped daily during office hours, from Monday to Friday. Please consider the following details carefully, too:
  • Orders that are ready to be released (paid, or sent with an invoice) until 16:00h automatically get into the regular shipping process. Under normal conditions, such orders are shipped the same day and will arrive on the next business day via the forwarders Post/DHL/DPD. According to our statistics, a delivery at the next business day is guaranteed in 97% (not 100%!) of all cases. In 3% of all cases, the delivery time will be longer.
  • An exception to the general 'next business day'-shipment are extra heavy goods which need to be shipped via a freight forwarder (e.g. large products that ship on a pallet). Such deliveries may take a few business days to be delivered.
  • Products from external stock [the 'external stock' is visible at the product page] are usually shipped within 2-3 business days, however, there may be exceptions when a longer delivery time is inevitable.
  • Orders are generally shipped when all products of the order are available. If you choose the partial delivery option at checkout, the order is shipped when any of the ordered products are available. In case when not all items are available at this moment, the remaining items are shipped as soon as all of them become available.
  • The availability of products match in 99.9% of all cases the availability indicated online. There are very seldom exceptions when the availability does not match the stock info indicated online. These few exceptions are:
    1. Several orders for the same product with very limited stock happen at the same time: This leads to overbooking of a product's available stock quantity, fortunately very seldomly, since the synchronization of the available stock info happens very fast. Please note that only paid orders or orders qualified to be shipped with an invoice are considered for the available stock.
    2. When Product A is a set of product B + product C: In this case, it may show product A as well as product B+C as available in stock. Example: If we have 1x B + 1x C in stock, also product A will show in stock (because it is defined as set B+C, which are both in stock). If you order, however, both of these (product A and product B+C) in the same order, it may be impossible to ship both the set (A) and the parts (B+C).
    3. In case of a stock difference or a mistake in the warehouse: This happens extremely seldomly (according to statistics in less than ~0,1% of orders)
  • Please note that parcels or pallets are delivered to the front door of the building of the specified delivery address. In case of a multiple floor building, parcels may not be delivered to the door of a specific apartment.

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• 4Can you inform me when a product arrives in stock?
  Yes. If you are interested in a product that is not in stock, we can send you an automated message notifying you of the product's arrival.

  In urgent cases, we can call you back as soon as a new product becomes available.

  In case of a "pick-up" order, you will receive an e-mail as soon as all the ordered products are available in stock. We can also notify you each time an ordered product arrives in stock.

• 5A product is available in limited quantities. How is it assigned to customers?
  Stock allocation is done on a first-come, first-served basis: the customer who first ordered and completed the order (paid in full) will receive the next available unit.
• 6My product is broken - how should I proceed?
  

  Important: Please note that you need to contact us in order to authorise a return before sending your product to us or to a service center for repair.
  

  • You will receive an email with an authorisation for repair, and the address of the service center where you can send the item to. Sending the device back to us without authorisation will increase service time and may incur additional costs.
  • We will usually get back to you with an estimated repair time. When the repair is completed, we will send the product back to you.
  • Expendable items, second hand equipment, and accessories such as batteries/strings/amp tubes, etc. are processed separately.
  • Please note that some manufacturers reserve the right to choose between repair or replacement when a product is broken or defective.
  • Please note that the deadline for reporting DOA - Defective on Arrival cases is 7 days from the date of delivery, it is also mandatory to provide us photos of the product damage and photos of the packaging, as well as additional description regarding the package and product state.
• 7How long does delivery take?
  Orders will be delivered within 24-48 hours, if products available in stock, provided that payment has been received or "Payment after Delivery" was chosen as payment method. An express delivery service is available. Please call us for more information.