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FREE

1) When will my order be shipped?

We ship all orders paid for before 14.00 p.m. the same day.

2) Do you offer rush shipping?

Unfortunately we do not offer express shipping at the moment. However, our shipping takes 2-3 business days unless there are local delays. Orders placed before 14.00:14 p.m. Central Time on a business day (Monday-Friday) will be shipped the same day. Orders placed after 00pm may not be dispatched until the next working day.

3) Where is your shipping warehouse located?

Our warehouse is located in Herne, Germany and all of our products are shipped from there.

4) I placed an order over the weekend but it hasn't shipped yet. Why?

 *Orders placed before 14:00 p.m. on a working day (Monday-Friday) will be dispatched the same day. Orders placed after 14pm may not be dispatched until the next working day.

*Weekend orders ship on Monday morning.

5) How can I track my order?

After an order is shipped, you will receive a tracking number by email. To receive tracking notification, please provide your email address or phone number before checking out. This allows you to receive tracking information via SMS or email.

6)Do you offer commercial invoices and labels for customized processes?

 Yes, we ship international orders with all required commercial invoices and labels for customs clearance.

7) Can I change the delivery address?

Yes, we can update your address as long as your order has not yet shipped. This is time sensitive and requires you to call customer service immediately to see if an address update is still possible. If customer service is not available, please send us an email with your request and the correct address. We will then contact you as quickly as possible and let you know whether the change could be made. There is no guarantee that your shipping address can be changed once the order has been placed.

8) Do you deliver to all countries/territories?

 No, we do not ship to the following countries/territories: Kingdom of Iceland, Ladakh, Chatham Islands, Russia, Tristan da Cunha, US Outlying Islands, Hawaii, Alaska, American Samoa, Micronesia, Marshall Island, Northern Mariana Island, Palau, US Virgin Iceland, Armed Forces Americas, Armed Forces Europe, Armed Forces Pacific, Puerto Rico and Armed Forces Europe Deployment Center (AFCEPC)

ORDER

1) Can I visit you in your warehouse? / Do you have a showroom?

 Yes you can! We don't have a showroom yet, but you can call us and visit us at any time. (Please inform us before your visit so that we can prepare for your arrival).

2) Can I also pick up my order myself?

 Yes, of course! If you selected "local pickup" when checking out your order, the order will be ready for pickup at our warehouse.

3) Can I still make changes to my order after it has already been shipped?

 Unfortunately, if the order has already been fulfilled, no changes can be made.

4) I placed an order but did not receive an order confirmation or tracking number.

 Once an order has been placed and confirmed, you will receive an email or text message with the order details. However, if you missed the notification, please check your email's junk/spam folder as notification emails can sometimes fall into these categories. If you have not received the notification, please contact our customer service.

RETURN

1) What is the cancellation policy?

 Once the order has been fulfilled we cannot cancel it. Please contact the seller within 30 minutes of ordering if you wish to cancel the order. If the order was placed outside of business hours, please send an email with an order number in the subject line and ''Cancellation'' in the description of your email.

2) Can you tell me about your return policy?

 You can return the products within 30 days of the delivery date. Please note that the return label provided is only accessible for 14 days. If the package is not returned within this time, we will not be able to provide you with another free return label. The buyer is responsible for the safe return of the product and must carefully pack the items in the original box to protect them from damage and ensure that all appropriate accessories are included.

Please also note that in the event of an incorrect order or if the goods are no longer needed, the buyer is responsible for return shipping costs. Please note that international returns are not accepted.

3) How can I get the return label?

 Please contact us stating the reason for return before returning the goods. If there is a proven problem, we will email you free return labels.

4) What happens if I return the product without a return label?

 If the buyer does not contact us first to obtain a free return shipping label, the buyer will be responsible for paying the return shipping costs themselves.

5) When can I expect to receive my money after completing the return process?

 Once we receive the returned goods in their original condition and packaging, the item will be inspected and refunded within 24-48 hours. This usually takes three to seven working days.

6) Do you accept both domestic and international returns?

 Domestic returns are accepted, but if the customer made a mistake and ordered the wrong product and no longer needs it, the buyer must cover the return shipping costs. International returns are not accepted!

Product-specific questions

1. Are mounting materials or installation instructions included with the windows?

Unfortunately, our windows do not come with any mounting material or installation instructions.

2. Does this item have TÜV approval?

 If the item contains a TÜV-ABE, this will be stated in the ad text. 

3. What weight are the roof racks permitted for?

Most of our roof racks are approved for a maximum weight of 75 kg. We also offer carriers that are rated up to 90kg. This information is mentioned in the ad.

4. Do the old strips have to be removed before the new ones are glued on?

Before attaching new moldings, such as window moldings, the old moldings must be removed. The surface on which the new strips are to be attached must be clean and free of grease.