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  1. Registration & Login

     
     
  2. Product and delivery time information

     
     
  3. Order process and shipping costs

     
     
  4. Deliveries abroad and payment methods

     
     
  5. Discount and coupon

     
     
  6. Security with Trusted Shops Money-back guarantee

     
     
  7. Services (shop-specific services)

     
     
  8. i-tools (services for your intelligent house)

     
     
  9. Complaint and Return of goods

     
     
  10. FAQ (Functions and use of the system)

     
     


(This topic: registration & login)

Why register?

Registration is necessary if you want to make full use of the Shop system tools provided and if you want to place an order.

(see also: What are the advantages of a registration?)

A registration is not binding since your data is only used to handle an order you placed. Registration is only required once for your first order. You do not receive any advertising mails, newsletters or other written information from our company.

To enable you to check a possible order we recommend to register in the system before you fill your cart with sample products. (shipping costs, availability, payment methods, etc.).

Of course, it is possible to fill your cart without registration. However, it might be possible that deliveries into a specific post code region of a country are not possible or that payment methods (e.g. „cash on delivery“ is not accepted in selected post code regions of certain towns) are excluded which had been indicated in the cart before you registered.

Due to our worldwide delivery system it is required to generate a very complexe database that can carry out hundreds of verifications online within a very short time. Only after your registration, the database can check and represent all important individual data.

 

(This topic: registration & login)

How do I register correctly?

First, it is important to choose the Shop language you desire because all further correspondence handling your order will be in the language you have chosen during registration or ordering.

Possible mail correspondence may include:
 

  • System confirmation of receipt of order (automatically produced mail)
  • Acknowledgement of order and confirmation of delivery date
  • Refusal of order
  • Cancellation of an order
  • Confirmation of receipt of payment (for payment method „Cash in advance“)
  • Delivery delay
  • Consignment/dispatch (delivery information)
  • Complaint confirmation

You can choose between the German and the English language. You will find the switch-over button in the top left corner of each page.

Based on your data, e.g. the country you register with, the database automatically generates the right representation of prices, e.g. with or without sales tax (example Switzerland). Deliveries to Switzerland are duty-unpaid and without sales tax.

Tax-free shopping

Furthermore, as an option (companies within the EU), companies can enter their sales tax identification number to make the system check the sales tax ID automatically online. Is the code correct, prices are given as net prices without sales tax and provided as basis for further order handling. After a successful sales code identification, the system will ask you to enter your company name. However, there will always be a second verification before the acknowledgement of order and confirmation of delivery date are sent. If required we will ask additional questions as to the recipient of the goods or their representatives. To fulfill our obligation to supervise and exercise due care we do have to record the given data. If additional questions about the sales tax identification number are not answered the invoice will be made out including value added tax. Indicating the sales tax identification number the authorized customer declares expressively the use in accordance with § 6a (1) No. 3 of the German UStG (Sales Tax Law, A. 42 k (2) in connection with paragraph 42 c (3) UStR-2008 (intra-Community taxation on purchases).

Deliveries to third countries will also be executed sales tax-free. When registering, your address will be compared online with the database of our business partner (DHL). This data will be used for further orders and payment methods.

If, for example, you want to place a cash on delivery order from a post code region that is not confirmed for DHL delivery this is indicated in the cart as „not possible“. In this case you can check our other partners (if optionally possible) by choosing another delivery method or another kind of payment.

Furthermore, the database shows all possible maximum order amounts for cash on delivery of the products in Euro in the cart. Should your order amount exceed the maximum cash on delivery amount fixed by our shipping partners, your order must be devided to ensure the amount limits or you choose another payment method.

After registration and login, all costs arising for you will be clearly shown in the cart depending on the payment methods, shipping methods and order amounts you have selected as well as your country and address. That is why, when buying from eibmarkt, we recommend the non-binding registration and login into the system to check costs in advance by filling a sample cart.

 

(This topic: registration & login)

What are the advantages of a registration?

You are a new customer and have never registered before? Register now to make full use of our service functions. This will not cause any obligations for your. Your data is transmitted SSL encoded.
 

  • To register you fill in a simple form.
  • You fill in your address for order handling.
  • There aren´t any other obligations.
  • Before finally sending your order you will always be asked to check again.

As a registered user you benefit from the following advantages:
 

  • Here you enter your address for order handling in the future.
  • This does not lead to any other obligations for you.
  • 100% secure communication thanks to messages in personal customer
    account and simultaneously by e-mail!
  • In the personal customer account (order history) you will find your
    personal advisor (comprehensive communication terminal)!
  • Through your personal customer account you can reach us 24h every day!
  • Each question you ask about your order will definitely be answered in the
    order history (customer account) with a maximum of 3h!
  • You can profit from our personal bookmark list and make future orders easier.
  • Before posting your order you will be asked to check again.
  • For further orders you just register under your user name and password
    there is no need to type in address or bank data.
  • Price net/gross is given automatically after your registration.
  • Ask for prices quickly using the virtual product enquiry (1 million items).
  • Your cart is stored in your account, hence no time limitation.
  • A registration will not lead to information mails, except: coupons.
  • You dispose of a personal shopping list for items you require frequently.
  • View your previous carts and orders (90 days) and use them as sample.

 

(This topic: registration & login)

How do I log in and out correctly?

If you do not „Login“ in the system you cannot use all the services or place an order. Only after login the customer-specific data is loaded. All data is encoded (128 Bit, SSL). After successful login the security certificate of www.eibmarkt.com is represented as a padlock icon and can be read.

After you have logged in sucessfully, a personal front page appears showing your data and links to your “service section“ that is open now your personal customer account.

Now, you can browse through the whole Shop, view all products and contents and place orders. All inquiry and order forms (product inquiry, recommendations, correspondence, order form, etc.) have already been filled in with your name and e-mail. The service section title shows again your customer number and the Logout-Button. If you do not want to place an order, we recommend to log out safely using this Button.

After you have completed an order process you will be logged out automatically for security reasons. You do not have to log out manually on the „Service“ page.

After log in, you can go from every Shop page via the horizontal Main menu to the „Service“ page just by clicking. After log out at the end of an order process or manual logout by Logout-Button, the standard page is loaded again and the „Login“ link is activated instead of the „Service“ link in the Main menu bar.

 

(This topic: registration & login)

I have forgotten my password!

You are a registered customer and have forgotten your password during login? No problem, below the input mask for user name and password you will find a link with the title „Password forgotten?“ Please fill in the form provided and send this inquiry. After a system check you will receive an e-mail with a new freely generated password automatically. Use this password to log in and change your password under „Change password“ on the „Service page“ in your personal customer account as you like it.

 

(This topic: registration & login)

What is the personal customer account?

The personal customer account is a separate section only you can access after sucessful login. Only after login the customer-specific data is loaded. All data is encoded (128 Bit, SSL). After successful login the security certificate of www.eibmarkt.com is represented as a padlock icon and can be read.

After sucessful login, your personal customer account is active. Here you can use all services that are available and open to you. These are for example:
 

  • View my orders & order history
  • Online help - Short overview
  • View my bookmarks
  • View or load (possibly further process) my previous carts
  • Inquiry to a shopping cart recommendation
  • Product inquiry
  • i-tools services
  • Personal discount? ---> Ask for a coupon!
  • Data protection
  • Change my invoicing address and contact data
  • Change my shipping address
  • Change my password
  • Free Download area
  • Download area MINI
  • Download area MAXI
  • Download area IQHOME.NET
  • VAT number validation check
  • Applying for payment by invoice (only for Germany)
  • Manufacturer registration

You can now browse through the whole Shop, view all products and place orders. All inquiry and order forms (product inquiry, recommendations, correspondence, order form, etc.) have already been filled in with your name and e-mail ready to be sent.

The service section title shows again your customer number and the Logout-Button. If you do not want to place an order, we recommend to log out safely using this Button.

After you have completed the order process you will be logged out automatically for security reasons. You do not have to log out manually on the “Service“ page.

After log in, you can go from every Shop page via the horizontal Main menu to the „Service“ page just by clicking. After log out at the end of an order process or manual logout by Logout-Button, the standard page is loaded again and the „Login“ link is activated instead of the „Service“ link in the Main menu bar.


 

(This topic: Product and delivery time information)

What do the abbreviations „2“, „3“ and „4“ on the product description page stand for?

All EIB/KNX are planned and put into operation with a standard Software, the ENGEENERING TOOL SOFTWARE (ETS, earlier: EIB TOOL SOFTWARE). Since not every EIB/KNX item can be used with all Software versions, we have included this additional information in our product information. For different reasons, not every software database of the different versions can be used for all devices.

The ETS2 V1.3 is the latest version before the ETS3. The ETS3 is available in 3 versions, der ETS3 Tester, ETS3 Starter and ETS3 Professional. We will not deal with the ETS3 Tester because this version, as the name suggests, can only be used to test its use. The next upgrade is the ETS 4 (st. fr. 2011).

For the ETS3 Starter you will need separate manufacturer product databases. In this version, product databases of other versions cannot be imported and vice versa. The ETS 4 is expected to be available late 2010. The ETS5 is available since Oct. 2014.

Because of this, we have included an abbreviation with every product that tells you whether there are manufacturer databases for the respective software version and thus project planning and putting into operation are possible.

Abbrev. „2“ stands for the Software ETS2 V1.3
Abbrev. „3“ stands for the Software ETS3
Abbrev. „4“ stands for the Software ETS4+5

Thus, if you find a tick in the respective field for your software version, a manufacturer product database is available. Please note that manufacturers can always make modifications and this does not give any guarantee that the database is really available. Therefore, you can only make sure by contacting the manufacturer directly.

 

(This topic: Product and delivery time information)

Delivery time in the product detail view or preview?

The given delivery times are valid for the country [Country ID] you selected on the homepage of the Shop (or in the cart) and are given in days (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony) when ordering by credit card (immediate release from store after credit card security check [automatic and manual bank inquiry], for cash in advance this means after receipt of payment, for cash on delivery plus one day, day = Monday to Friday, no plublic holiday in Bavaria or Saxony). All products with delivery time < 3 days (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony) are immediately available >>central warehouse article, available on stock (approx. 35,000 items are on stock). A central warehouse article can be already recognized by this symbol in the product preview: Central warehouse article, available on stock All products in the Shop that have a delivery time of more than 3 days in the product detail view are products that have to be ordered Order article, no central warehouse article, not available on stock, manufactured upon request or are delivered from the manufacturers' warehouse and are available within 3-10 days (as indicated in the product detail view, day = Monday to Friday, no plublic holiday in Bavaria or Saxony). It is possible that certain product groups are only produced by the manufacturers upon request. Manufacturers too, have minimized their stocks. Just-in-time-deliveries are standard in many companies. The given delivery time is just an approximate value that is specified more precisely in the Acknowledgement of order and Confirmation of the delivery date.

Detailed information of shipping methods and delivery times for international deliveries

Example product delivery time information (delivery country USA): "Delivery time: 3-9 days [US]" > means: first digit "3" if you select "DHL EC TrackID (Express)" in the cart = DHL Express International: delivery time 3 days and the second digit "9" is the delivery time of selection "DHL-BIP (Premium)" = DHL Business International Premium in cart = 9 days delivery time.

see also:

>>> DHL abbreviations and explanations (Delivery time) for worldwide delivery methods


Advice:
If you need a binding delivery date for a product that must be procured order article (Procurement article, no central store article), we can only confirm a binding delivery date together with a received order because, in general, all manufacturers of items that must be procured do not give binding delivery information before they receive an order. If this information in our order acknowledgement and delivery date confirmation is different from the delivery dates published, you can easily cancel the order without any costs 48h after our order acknowledgement and delivery date confirmation.

What does the delivery information mean (example): 30/11/2016 / 1-2 days? This is a central warehouse article (1-2 days, day = Monday to Friday, no plublic holiday in Bavaria or Saxony) and only available starting from 30/11/2015 within 1-2 days (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony). sold out at the moment (sold out at the moment). An order confirmation can only be made after this date. Please, do not order the item marked in this way before the mentioned date or only if the delivery date given is acceptable. If you want to make 100% sure when the delivery is really carried out again then an order is the most reasonable way. Only upon receipt of an order binding information can be given. You can cancel immediately without any problems if the published delivery date does not correspond to the real information given in the order acknowledgement and delivery date confirmation.

Symbols details:

Central warehouse article, available on stock Central warehouse article
order article (Procurement article, no central warehouse article) Order article (no central warehouse article)
Not available at the moment, sold out at the moment or extremely new Not available at the moment (sold out at the moment or extremely new)
Delivery takes place day-exactly. We define a date. Article is very heavy and/or bulky, see cart (costs in the cart). Article is very heavy and/or bulky
Delivery only within Germany! Delivery only within Germany! (Article deactivates cash on delivery).

This item is blocked for the selected delivery country. This item is blocked for the selected delivery country.

Our system contains a permanent range of 1,000,000 items 50,000 of which are on stock. The rest must always be ordered. Thus, for products that have to be ordered we can never guarantee a delivery date. There might be exceptions (1-2% of the basic range on stock) where items on stock are not available due to different reasons (very high demand, production downtime).

However, we do have many products on stock. Since our General Terms of Sale fix that we dispatch only complete orders, individual products might cause a delivery delay. We will inform you about this in our Acknowledgement of order and the Confirmation of the delivery date. Then, you can make use of different options, e.g. cancel the product with the longer delivery time, ask for a free subsequent delivery or cancel the whole order (Total cancellation) and order again when the products are available. All these options are offered free-of charge.

If you have ordered with payment by credit card or direct debiting, we will only charge the products which have really been dispatched. We will keep you informed about all changes by sending an updated order acknowledgement and delivery date confirmation and delivery situation e-mails.

 

(This topic: Product and delivery time information)

Do you also deliver sockets, TV-sets, refrigerators, and other EIB/KNX products, etc...?

Of course! Just try it.

In our special section „product inquiry“ you can inquire about products not included in the Shop, view our quotations and then put the products directly (individual selection possible) from your Account into your cart and, if you are interested, order them (validity per inquiry: 30 days, after that the quotation is deleted from your Account) . You will be informed by e-mail about the progress of your inquiry.

We are able to deliver almost every product you can think of from buidling automation EIB/KNX, home technique, home appliances, light, multimedia, electrical equipment, data and network technique.

With the virtual product inquiry you can ask about prices quickly (more than 1 mio. items) and compare prices. In general, we will answer your inquiry on the same day (if we receive your inquiry before 12:00 Uhr, day = Monday to Friday, no plublic holiday in Bavaria or Saxony), however, not later than on the following day.

We are constantly trying to update all product data and to include new manufacturers. However, there is a number of items not included in the Shop.

 

(This topic: Product and delivery time information)

How do I best use the FACT-Finder® search function?

Error-tolerant search by similarity algorithms and search optimizations (phonetics)

Most customers go directly on the search function without searching for the desired product in the catalog directory first. If the customer then doesn't enter the search string as it is stored in the shop database, the search function often fails and the customer moves to the competitor with a click.

Due to our giant and complex database the search function is the most important tool in the shop now, too. A simple search using the catalog structure will hardly be efficient.


Best results: The item number of the manufacturer (directly from manufacturer, example: 2070 U) or EAN code.

Always use the singular form for any search and try to keep the search string as short as possible. The longer the search string the more imprecise the result. The downstream After Search Navigation (ASN), which is located directly above the search results in the DropDown Menu, can be used to activate further filter functions (delivery status, manufacturer, product group, price and image filter). Using Manufacturer you can choose a specific manufacturer’s name if it is known to you. That is why it is not recommended to enter a manufacturer’s name in the search string itself for search purposes since this could deteriorate the search result if manufacturers have a different designation in the database. If you, for example, select = "Warehouse article" for delivery status you will receive those articles that have been purchased the most under the search name. By means of the filter Product Group more details can be selected. Important: The filter currently selected is always applied to the current search result.

Not recommended: "Dimming actuators"
Correct: dimming actuator

Not recommended: "Kathrein SAT-Socket 3-fold Single Socket ESC 30 Connection Loss 2db"
Correct: antenna end socket

Manufacturers and further details should always be selected using the downstream filter functions above the search results.

An efficient search function is one that finds suitable products despite a wrong input. Our search function finds products even if the search string contains typing errors, foreign words, compound words, special or blank characters etc. spelled the wrong way.

To obtain best search results, our search function uses intelligent similarity algorithms and search optimizations. The program takes over the similarity search completely.

Simply try it out, it is brilliant and simple!

Please note that many similar products which only differ in colour or other small features can be found directly in the detailed product view of a reference product by using a Drop Down Menu!

Important note:

The search database is indexed newly only once per week. New products can be found by it only about the catalog structure because these products aren't included in the separate search database yet.

Hints, tips & tricks:

Always use the singular at all search strings!

Not correct: "actuators" ->> correct: actuator

- Exclude a word with minus (search word -word):
All data records that include the exact or a similar search word are given unless the excluded word (exact word) is also included in the data record.

- Phrase search with quotation mark ("search word1 search word2“):
All data records that include exactly the same search words and the same sequence of search words as those in the quotation marks are given.

- Wildcard search with asterisk and question mark (s?arch word*):
? stands for precisely one letter * stands for any string of symbols. As soon as there is at least one wildcard in the search request, all input search words are looked for precisely (or with wildcard tolerance) and linked with AND. If you enter only one asterisk(“*“), FACT-Finder will come back with 0 results.

Example:

For your switch programme, you are looking for all frames 3-fold produced by the company GIRA

Enter in search mask: frame 3 Gira* or the manufacturers product number

Hint:

If you get only bad results when searching for item numbers of manufacturers, try to remove the blanks in the item numbers and to replace them with a hyphen or to remove all characters after the blank and search again. It is also possible to use combinations of item name and number.


Special article EUROMINIMAKER

Daily (MON-SUN) 12.05 - 13.05 and every 2 hours
(Current Central European Time [CET]: 04:01)

The EUROMINIMAKER is a copyright trademark of the EIBMARKT GmbH Holding

(This topic: Product and delivery time information)


What is the EUROMINIMAKER?

The EUROMINIMAKER is, as its name suggests, a device that „MAKES THE EURO MINIMAL…“! It is a virtual machine that is shown in the product detail view of the respective item. It is a complex flash application. The EUROMINIMAKER is an application for shop systems in E-Commerce for random generation of discounts on order values. The EUROMINIMAKER is activated on specific days between 12.05 and 13.05 as announced on the start page. Only starting from this time the EUROMINIMAKER appears at the specific product. Some groups of products or goods may even be excluded from this campaign. You can already identify EUROMINIMAKER products by the EUROMINIMAKER Icon in the product preview. At 13.05 the campaign usually finishes. Active carts with EUROMINIMAKER products are kept even after this time as long as you do not delete the EUROMINIMAKER products from the cart or leave the current session (close your internet programme [Internet Browser ]).

For trial purposes the EUROMINIMAKER (EMM) is now activated outside the usual activation period, too (between 12.05 and 13.05 CET daily). We have planned an additional activation for every 2 hours (00.05-01.05, 02.05-03.05, 04.05-05.05…) with completely different discount chances. You know recognize an active EMM session by a banner displayed of each page. When the „EUROMINIMAKER-BANNER“ is active, then all items with the EUROMINIMAKER –CONSOLE (in the product detail view) are already marked by the blue EMM symbol in the product preview and these products only have the EMM function. We wish you good luck for this EUROMINIMAKER discount campaign, which is fun for the whole family! PS: Just switch on the loudspeaker, too. There is a cool sound!

The EUROMINIMAKER is not displayed?

The EMM is an active component that, of course, requires respective releases. For example, a Flash Player is required (free of charge at macromedia.com [Adobe] can be downloaded), which has already been pre-installed in most systems. Furthermore, Active-X control elements are necessary which must be released in the internet settings of your browser. An example:

Example Internet Explorer: >> adapt Extras/Internet options/Security/Level /execute "Active-X control elements and Plugins " > [confirm] as well as download "Signed Active-X control elements" > [confirm]). Then, accept internet options and press key "F5" (follow instructions...)

Special item EUROMINIMAKER

Daily (MON-SUN) 12.05 - 13.05 and every 2 hours
(Current Central European Time [CET]: 04:01)



Special article EUROMINIMAKER

With the EUROMINIMAKER we give you the chance to achieve huge price advantages with lots of fun and, of course, a bit of luck. It is a completely free and not-binding application meant as a marketing measure. The EUROMINIMAKER is a copyright trademark of the EIBMARKT GmbH.

CAUTION:
The currently generated discount value is only valid for the current session! If you do NOT leave the product detail view using the cart, the earned discount is automatically deleted!

IMPORTANT ADVICE:
There aren't any claims resulting from any misinterpretations, technical problems and resulting wrong displays etc.. In these cases you are forced to play again. The system represents a free application without any legal claim to a specific discount!

The EUROMINIMAKER application is provided by eibmarkt.com for selected items (and gamble time), only. These specific items can already be identified in the product preview where they are marked with this symbol: Special article EUROMINIMAKER These particular products are always negotiated and published. Under ideal conditions, the customer can achieve very high discounts and advantages for the product unit price coupled with a lot of fun and surprises.

EUROMINIMAKER gives the customer nothing but benefits. They get a minimum discount of 1%. Using the EUROMINIMAKER is completely free of charge for the customer. In future, there will be several extensions and additions to this system (WEB2.0 applications).

FUNCTIONS:
Pressing the START key the EUROMINIMAKER begins to generate a random discount. During the 3 seconds the calculation takes you will see an animation. After this automatic calculation the discount is shown. The discount value is a random value. Now, you have to ask yourself the question whether you want to accept this discount or continue to gamble hoping for an even higher discount. Each new amount generated in discount calculation overwrites the previous discount, that has been secure until this moment. So, think twice! The discount you have achieved so far might not come again! If you go on (by pressing the START key again) the previous value is deleted. Now, the new, randomly generated discount is displayed for the customer to accept or to continue … This process can be repeated as often as you like (max. gamble time 1h). If you want to accept the discount you only have to use the cart icon (EUROMINIMAKER, not the standard cart icon!) to put the product in your shopping cart.

During the whole process the customer is informed and advised by means of text displays such as: „ 10% is a very good discount, you should accept it!“

 

(This topic: Product and delivery time information)

What ist the availability reminder?

Since the product status of all product types is updated only once daily (between 5 a.m. and 6 a.m.) we have integrated a new function "Availability reminder" in the product detail view of all central warehouse items with the status "not available" (red icon): Central warehouse article, not available on stock at the moment! If interested, you will be informed automatically by e-mail if you have registered as being interested. You will generally be informed only once and then automatically removed from the distribution list. This will be done either when the delivery status "available" (green icon) Central warehouse article, available on stock is reached or, latest, after 10-30 days of min./max. monitoring time with the note that the status has not changed until this time. The product data records concerned are stored daily and checked for central warehouse stock quantity "1"once daily at 6 p.m. by means of a web service real time enquiry. Please do not forget that this information cannot give a 100% guarantee for the real availability of the required quantity at the time of your optional order. More than 400 shop systems (affiliate partners with product databases) access the central warehouse every day. That means the status changes every minute. However, in general, this information means that the minimum stock is available again.

 

(This topic: Product and delivery time information)

Real-time stock check?

Using this Icon you can send a real-time stock request to our central warehouse from your cart.  After activation and max. 30 seconds later, the result is displayed under each product group in the cart. A special highlight is the function "Real-time stock check in cart or directly in every product detail view". Using this Icon you can send a real-time stock request to our central warehouse from your cart (same function in every product detail view). After activation and max. 30 seconds later, the result is displayed under each product group in the cart. Here, you have the possibility to send a stock request for the items and item quantities currently in the cart directly from the cart to our central warehouse. A maximum of about 15 item lines, that means 15 different items can be requested simultaneously. The request takes about 1 to 3 seconds per line. For security and performance reasons the function is always aborted after 30 seconds. A new request can only be made after a cart modification (new items or different quantity). Since the product status of all product types is updated only once daily (between 5 a.m. and 6 a.m. CET) and the stock as well as the product type (central warehouse item changes into item that must be procured and vice versa) changes every minute, a request can be made directly in the cart. The new status is then immediately updated live in the product detail view and in the product preview. Furthermore, the last check date (date & time) is displayed directly in the product detail view "Last request". Please, bear in mind that this information cannot give a 100% guarantee for the real availability of the product quantity at the time of your optional order as the system needs about 30 to 50 minutes to enter the quantity into the central warehouse system using several interfaces and import functions. If you want to make sure to receive the urgent items, do NOT select the payment method "Payment in advance" in the cart because with this payment method the order is not registered until the payment is received. Of course, this can take up to 1- "n" days. In addition to that, after checking the cart, no products that must be procured (yellow dot) and no central warehouse products that are not available (red dot) should be in the cart because we will not be able to give an order confirmation immediately but only on the next working day (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony) since the real availability of items to be procured has to be checked (manually) at the manufacturers. There is also the automatic option of a partial delivery in the cart as soon as the cart includes an item that is available AND an item that is not immediately available. More than 400 shop system access the central warehouse every day (affiliates with product databases). Thus, that status changes every minute. However, in general, with this information the minimum stock is given again.

Explanation of the short information which appears in red bold print under every item line in the cart as soon as the result is available: (Central warehouse response codes):

  • Available
    This refers to a central warehouse item which is available in the requested quantity.
  • Phase-out, but available
    This refers to phase-out items which are, however, still available at the central warehouse in the requested quantity, e.g. can only be ordered in the confirmed quantity, no repeat orders possible!
  • Phase-out, not available
    This refers to an item that is no longer available and listed at the central warehouse with stock "0". The item cannot be delivered.
  • Partially available
    This refers to a central warehouse item which is NOT available in the requested quantity but in a smaller quantity. The repeat order is active and the item will be delivered within short. Thus, check a smaller quantity always starting with the quantity "2".
  • Currently not available
    This refers to a central warehouse item which has been reordered and will be available within a short time. The current stock is "0". Generally, the item is published in the live system as available in 4 calendar days but can be available again daily. Make use of our reminder function directly in the product detail view of items that are not available (red dot). Then, you will receive an automatic e-mail message as soon as the item is available again at the central warehouse.
  • Available items to be procured
    Actually, this refers to an item that must be procured but nevertheless is currently available as central warehouse item in the requested quantity. In this case, quantities bigger than the confirmed quantity take again the usual time required for procurement from the manufacturers that means at least about 10 days (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony) within Germany, deliveries abroad plus the time for the respective country.
  • Items to be procured that can be ordered
    This refers to items to be procured, that means NO central warehouse items which can be procured in the required quantity. If you need a binding delivery date for an item to be procured, we can only give a binding delivery date information after we have received an order as, in general, all manufacturers of items to be procured do not give binding delivery date information until they receive an order. Should this information in our order acknowledgement and delivery date confirmation be different from the delivery times published you can cancel your order without any problems or costs within 48 hours after our order acknowledgement and delivery date confirmation.
  • No longer available
    This refers to an item that is no longer available. Please, refrain from ordering this item because it is highly unlikely that this product can be procured at present.
  • Cannot be checked digitally, other special warehouse
    This refers to central warehouse items OR items to be procured. They are published correctly but the stock cannot be checked in real time because there is no digital warehouse information (special warehouse). Items marked as central warehouse items by eibmarkt.com are generally available.
  • Real-time stock check failed! Try again later, please.
    This message is displayed when a real time stock check is currently not possible due to technical reasons (temporary deactivation of function, maintenance work, overload of server service channel etc.). However, the order process can be continued but not checked in advance.


 

(This topic: Order process and shipping costs)

How are the shipping costs (forwarding expenses) calculated?

Through our shipping country selection box (directly in the cart or top right side) you can select your country of origin or country of delivery. Thus the delivery times at the article are represented day-exactly. Further the prices with and/or without (third countries and Switzerland) value added tax are indicated.

As already explained under „How do I register correctly?“, the Shop system is based on a complexe database. The shipping costs are calculated based on the weights of the products in your cart as well as the delivery address and the selected shipping method. Every product has its own weight which is stored in the database (you cannot view it). All terms of delivery concerning the products currently in your cart as well as their weights are provided in the database (for all countries).

To calculate and display the delivery costs your products must be loaded into the cart using the cart icon information to the calculation of forwarding expenses in your shopping basket (over this icon in the product detail view) in the respective product detail view. Here, you can use a selection menu to check alternative delivery options. The shipping costs are indicated at the article. The shipping costs are calculated on the basis of the total weight of all articles in the cart (with more than one article in the cart) as well as the delivery address and the mode of shipment currently selected. There will be a new calculation of the shipping costs in the cart if new articles are put into the cart or the country of destination or mode of shipment changes. Note: duties for deliveries to foreign countries (Switzerland, third countries) aren't contained in the shipping costs!

DHL abbreviations and explanations for worldwide delivery methods:

  • DHL-EN TrackID = DHL-Europack National with Track & Trace ID to trace delivery

  • DHL-EN TrackID valid for Germany.

  • DHL-EI TrackID = DHL-Europack International with Track & Trace ID to trace delivery

  • DHL-EI TrackID valid for EU member countries as well as Switzerland and Norway, excl. DHL charges for customs clearance (EFTA States Switzerland and Norway)

  • DHL-EC TrackID (Express) = DHL-Express International Classic with Track & Trace ID to trace delivery

  • DHL-EC TrackID valid for all third countries and specific EU member countries (delivery by air, extremely fast, safe and direct delivery by DHL in the country of destination (recommended for high value goods), shortest delivery time indicated at product [period]). Example product delivery time information: "Delivery time: 3-9 days [US]" > means: first digit "3" if you select "DHL EC TrackID (Express)" in the cart = DHL Express International Classic: delivery time 3 days and the second digit "9" is the delivery time of selection "DHL-BIP (Premium)" = DHL Business International Premium in cart = 9 days delivery time.

  • DHL-BIP (Premium) = DHL-Business International Premium including DHL charges for customs clearance (many countries already with track and trace). Many third countries can already be tracked (without a guarantee by DHL)

  • DHL-BIP valid for all third countries and EFTA > Switzerland, Iceland, Norway and Liechtenstein (delivery by air, longest delivery time indicated at product [period]). New name since 2016: DHL Paket International with „Premium“ service (at eibmarkt.com cart selection: DHL-BIP (Premium) the customs clearance fees and „expenses“ (Not legally binding, see DHL!) are already included in the price (not duties!), e.g. the recipient is not charged with an additional service fee or account management/risk fee (opt. VAT and duties only).

  • Haulage = Forwarding company for bulky and/or heavy goods w/out Track & Trace, no DHL!

  • Forwarding company possible for Germany, only, selected automatically as soon as there is a bulky item Delivery takes place day-exactly with forwarding company for bulky and/or heavy goods. We define a date. Article is very heavy and/or bulky, see cart (costs in the cart). Article is very heavy and/or bulky

It is particularly for deliveries abroad (third countries) that big differences in the conditions of the available shipping methods occur. That is why the customer can always check and select the most favourable and suitable shipping method in the cart before sending the order. Deliveries to non-EU countries are always delivered duty-unpaid, the shipping costs do not include any customs duties. Special deliveries caused by special items (bulkiness, weight, delivery from special warehouse or directly from manufacturer) can be shipped by alternative parcel services (such as GLS) without any extra charges and without prior notice. Our shipping costs do NOT include any CUSTOMS DUTIES or any OTHER CHARGES in the import country of third countries. In general, these have to be paid additionally by the customers themselves and DHL has to be contacted to inquire about these costs for the respective country! Costs may be very different here. Our contract partner DHL is obliged to charge the customers all these fees and transfer them to the public authorities. That means every customer has to check IN ADVANCE how high these fees for the respective product tariff group in the country of destination are. The customs duties and import regulations in the countries outside customs frontiers are very different. It is only the recipient country or the customs authorities that can give detailed information about invoicing. Other sources of information are: www.zoll.de or the Federal Office for Foreign Trade.

Sample Switzerland (Not legally binding!)
When shipping by means of WELTPAKET (new name since 2016: DHL Paket International) with „Premium“ service (at eibmarkt.com cart selection: DHL-BIP (Premium) the customs clearance fees and „expenses“ are already included in the price (not duties!), e.g. the recipient is not charged with an additional service fee or account management/risk fee (opt. VAT and duties only). If, based on the type of goods or value of the goods etc., import turnover taxes/customs duties fall due, the calculated excise taxes are settled between DHL Switzerland and the Swiss customs authorities in advance and later charged as follows: Only if the recipient has been clearly identified as corporate customer are the payable excise duties charged by means of invoice. The customer receives the parcel directly, the invoice is sent later. For invoicing a disbursement fee of 2% of the amount of VAT/customs duties / at least CHF 2 becomes due, unless the recipient has authorized DHL Switzerland in an informal way (informal registration) to generally settle all import customs invoices using their own customs deferment account (ZAZ). Private customers are asked to pay the calculated customs duties and taxes cash when the goods are delivered/handed over. A disbursement fee does not become payable. (as per 2015)

We offer a new shipping method for the EFTA countries Switzerland, Norway, Liechtenstein and Iceland which can be selected in the cart: DHL-BIP (Premium) "DHL Packet International", former "Weltpaket". Compared with the current shipping method DHL Europack International DHL Paket International provides the advantage in the EFTA countries that customs duties are already included (duties only, not customs). Of course, this shipping method is considerably more expensive, however, becomes clearly more cost-effective if one compares the total costs depending on the value of goods. Every country imposes different charges depending on the nature of the goods (customs tariff number). For all business transactions where gods are delivered abroad (third and EFTA countries) products are identified by means of their customs tariff number which has eight digits for export and, eleven digits for import. Based on this code, goods (services are excluded) can be clearly allocated by the customs authorities in almost every country and, thus, customs can carry out a tax-relevant registration or provide commodity flow statistics. Without a customs tariff number export to a third or EFTA country is not possible. Every country also has different tax thresholds for customs.

Sample calculation for Switzerland (Not legally binding!)
Just one calculation example for illustration, more precise details have to be researched by the customer):

In Switzerland the tax threshold is currently (2015) at CHF 62.00 (invoice amount including shipping costs).Here, neither value added tax nor customs duties are due. For such values the new shipping methods is not profitable and the DHL Europack International should be selected in the cart. The customs authorities always convert the invoice amount using the current CHF exchange rate irrespective of whether your purchase was in Dollars or Euros.

Here is a little sample invoice showing the total costs for Switzerland:

If you order goods at a value of CHF 325 from a German e-tailer, the following total costs will approximately result whereas the costs for customs (customs clearance costs) are already included in the DHL fees with the new shipping method "DHL Paket International", former "Weltpaket".

Costs for customs clearance (incl. by selection DHL-BIP (Premium) in cart): CHF 16.50 (varies for postal service from CHF 12.00 to 17.50), for courier services (DHL, DPD, UPS etc.) this fee can be higher. Processing surcharge (not for purchases from Germany): CHF 9.75 (amounts to 3% of the value of the goods and is charged by the postal service for imports from all countries except Germany, France, Austria and Italy. For courier services this fee can vary or is sometimes not charged at all. Costs for the missing declaration: CHF 13. If the three copies of the shipping documents are not attached to the outside of the parcel or if there is a mistake in the declaration, the parcel will be opened against a fee. Fees of courier services are sometimes different. The fee does not arise if the sender has declared everything correctly. Finally there is the value added tax (import turnover tax) 8% VAT or 2.5% depending on the nature of the goods to be imported.

Please see also further information about delivery address and registration data.

 

(This topic: Order process and shipping costs)

I have several orders but want to pay the shipping costs only once?

You have just placed an order (or placed an order one day ago) and notice that you have forgotten one or more products?

Shipping cost free repeat orders for an existing order are NOT possible!


In this case there is only one option:

You place another amended order. To do so you can upload the old order into the current cart using the order history or the list of previous carts in your personal customer account and correct the order data or add new items. This saves much time. In the cart there is an additional field (Textbox „Remarks“). Here, you fill in the following (XXXXXX-XXXXX = fill in your order number here):

„Replacing order number XXXXXX-XXXXX, please cancel order number XXXXXX-XXXXX!“

After that you will receive a cancellation confirmation by e-mail. Replacing an order and cancelling one is only possible and free of charge within 24h after receipt of the main order.

See also:

How do you proceed in case of an order amount reduction (cancellation, non-availability of individual products) after the customer has paid by credit card?

 

(This topic: Order process and shipping costs)

How does the order process continue?

All information will be sent to the e-mail address you indicated during registration. Please be careful to use the correct e-mail address.

  • Confirmation of receipt of order by the system (automatically generated mail),
  • Acknowledgement of order and Confirmation of delivery date,
  • Refusal of order (option),
  • Cancellation of order (option),
  • Receipt of payment (for payment method „Cash in advance“, only)
  • Delivery delay (option),
  • Consignment/Dispatch of goods (delivery information)
  • Other personal information concerning your order

In your personal customer account (LOGIN) under

View my orders & order history

you can see all correspondences to existing order/s. From the order confirmation, payment confirmation, dispatch up to the complaint is administered here everything. Please do not send any e-mails to us but use this terminal to contact us. Here direct contact and detailed order handling are permitted! In this menu you are directly connected with our commercial product handling system. Due to SPAM external e-mails can no longer be handled and dealt with!
Technical confirmation of order (1st mail after sending your order):

This automatically generated confirmation does not mean eibmarkt.com, accepts the order but only shows that we have received the order by electronic mail. We will check your order without delay.

Acknowledgement of order and confirmation of delivery date (2nd mail after sending your order):

The sales contract will only be valid after you have received our dispatch and delivery information (obligatory information). Generally, you will receive that on the same day, however not later than on the following day (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony) and this information is always personally written by one of our employees. Your specific order data is encoded and can be viewed in your Customer Account. If you have any questions, please contact: onlineshop@eibmarkt.de or our contact address. Should all products of your order be impossible to be delivered, you will receive an order refusal. If only one products is not available, you will be informed in our Acknowledgement of order and Confirmation of delivery date. Doing so, we will make alternative suggestions that are favourable for you.

Refusal or cancellation of an order

Should all products of your order be impossible to be delivered, you will receive an order refusal. If only one products is not available, you will be informed in our Acknowledgement of order and Confirmation of delivery date. Doing so, we will make alternative suggestions that are favourable for you.

Cancellation can be used in case of a faulty or unintentional double order. etc.

Confirmation of receipt of payment

You will receive a confirmation of receipt of payment only for the payment method „Cash in advance“ because consignment and dispatch of the goods will be carried out only after having received the payment. For payments by direct debiting or by credit card you will not receive a confirmation of receipt of payment since for these methods of payment acceptance is already checked during the order process.

Delivery delay

You will only receive this information if the delivery date mentioned in the Acknowledgement of order and Confirmation of delivery date cannot be kept. Basically, this may be due to unforseeable events such as delays at the manufacturers´ or transport delays between the warehouses.

Consignment/Dispatch

After your products have been put together and made ready for dispatch, you will always receive a delivery information informing about the dispatch.

Other personal information concerning your order

Should there be any additional information required for your order, we will inform you by e-mail without delay. If things are urgent we will try to contact you by phone. That is why it is important to fill in a useful phone number when registering.

 

(This topic: How does the order process continue)

Are there any add. costs, customs duties for Third/EFTA countries ?

Prices are in EUR including or excluding the legal value added tax of currently 19%. Depending on the type of registration (type of customer private – company (sales tax identification code), tax territory) prices are given with or without value added tax. The prices are quoted ex stock Plauen plus shipping costs. Shipping costs are calculated depending on the weight of the items in the cart as well as the delivery address and the shipping method currently selected. Special deliveries caused by special items (bulkiness, weight, delivery from special warehouse or directly from manufacturer) can be shipped by alternative parcel services (such as GLS) without any extra charges and without prior notice. Every product has its own weight which is stored in the database (you cannot view it). All terms of delivery of our shipping partners concerning the products currently in your cart as well as their weights are provided in the Shop database (for all countries). To calculate and view the shipping costs the items have to be placed in the Shop cart using the cart/discount symbol in the respective product detail view. Then, shipping method and shipping costs can be checked.

It is particularly for deliveries abroad (third countries) that big differences in the conditions of the available shipping methods occur. That is why the customer can always check and select the most favourable and suitable shipping method in the cart before sending the order. Deliveries to non-EU countries are always delivered duty-unpaid, the shipping costs do not include any customs duties. Special deliveries caused by special items (bulkiness, weight, delivery from special warehouse or directly from manufacturer) can be shipped by alternative parcel services (such as GLS) without any extra charges and without prior notice. Our shipping costs do NOT include any CUSTOMS DUTIES or any OTHER CHARGES in the import country of third countries. In general, these have to be paid additionally by the customers themselves and DHL has to be contacted to inquire about these costs for the respective country! Costs may be very different here. Our contract partner DHL is obliged to charge the customers all these fees and transfer them to the public authorities. That means every customer has to check IN ADVANCE how high these fees for the respective product tariff group in the country of destination are. The customs duties and import regulations in the countries outside customs frontiers are very different. It is only the recipient country or the customs authorities that can give detailed information about invoicing. Other sources of information are: www.zoll.de or the Federal Office for Foreign Trade.

Sample Switzerland (Not legally binding!)
When shipping by means of WELTPAKET (new name since 2016: DHL Paket International) with „Premium“ service (at eibmarkt.com cart selection: DHL-BIP (Premium) the customs clearance fees and „expenses“ are already included in the price (not duties!), e.g. the recipient is not charged with an additional service fee or account management/risk fee (opt. VAT and duties only). If, based on the type of goods or value of the goods etc., import turnover taxes/customs duties fall due, the calculated excise taxes are settled between DHL Switzerland and the Swiss customs authorities in advance and later charged as follows: Only if the recipient has been clearly identified as corporate customer are the payable excise duties charged by means of invoice. The customer receives the parcel directly, the invoice is sent later. For invoicing a disbursement fee of 2% of the amount of VAT/customs duties / at least CHF 2 becomes due, unless the recipient has authorized DHL Switzerland in an informal way (informal registration) to generally settle all import customs invoices using their own customs deferment account (ZAZ). Private customers are asked to pay the calculated customs duties and taxes cash when the goods are delivered/handed over. A disbursement fee does not become payable. (as per 2015)

We offer a new shipping method for the EFTA countries Switzerland, Norway, Liechtenstein and Iceland which can be selected in the cart: DHL-BIP (Premium) "DHL Packet International", former "Weltpaket". Compared with the current shipping method DHL Europack International DHL Paket International provides the advantage in the EFTA countries that customs duties are already included (duties only, not customs). Of course, this shipping method is considerably more expensive, however, becomes clearly more cost-effective if one compares the total costs depending on the value of goods. Every country imposes different charges depending on the nature of the goods (customs tariff number). For all business transactions where gods are delivered abroad (third and EFTA countries) products are identified by means of their customs tariff number which has eight digits for export and, eleven digits for import. Based on this code, goods (services are excluded) can be clearly allocated by the customs authorities in almost every country and, thus, customs can carry out a tax-relevant registration or provide commodity flow statistics. Without a customs tariff number export to a third or EFTA country is not possible. Every country also has different tax thresholds for customs.

Sample calculation for Switzerland (Not legally binding!)
Just one calculation example for illustration, more precise details have to be researched by the customer):

In Switzerland the tax threshold is currently (2015) at CHF 62.00 (invoice amount including shipping costs).Here, neither value added tax nor customs duties are due. For such values the new shipping methods is not profitable and the DHL Europack International should be selected in the cart. The customs authorities always convert the invoice amount using the current CHF exchange rate irrespective of whether your purchase was in Dollars or Euros.

Here is a little sample invoice showing the total costs for Switzerland:

If you order goods at a value of CHF 325 from a German e-tailer, the following total costs will approximately result whereas the costs for customs (customs clearance costs) are already included in the DHL fees with the new shipping method "DHL Paket International", former "Weltpaket".

Costs for customs clearance (incl. by selection DHL-BIP (Premium) in cart): CHF 16.50 (varies for postal service from CHF 12.00 to 17.50), for courier services (DHL, DPD, UPS etc.) this fee can be higher. Processing surcharge (not for purchases from Germany): CHF 9.75 (amounts to 3% of the value of the goods and is charged by the postal service for imports from all countries except Germany, France, Austria and Italy. For courier services this fee can vary or is sometimes not charged at all. Costs for the missing declaration: CHF 13. If the three copies of the shipping documents are not attached to the outside of the parcel or if there is a mistake in the declaration, the parcel will be opened against a fee. Fees of courier services are sometimes different. The fee does not arise if the sender has declared everything correctly. Finally there is the value added tax (import turnover tax) 8% VAT or 2.5% depending on the nature of the goods to be imported.


 

(This topic: Deliveries abroad and payment methods)

Are there any particularities when delivering abroad?

Since 2003 eibmarkt.com has been delivering customers all over the world (before that Europe, only). The only particularities are the slightly longer delivery times depending on the delivery address and the terms of delivery as well as payment methods.

Deliveries to Switzerland are duty-unpaid and sales tax-free.

See also:

Blocked post code regions

Sales tax-free deliveries

Maximum order amounts for „Cash on delivery“

All particularities concerning the terms are stored in the Shop database and can be viewed in the cart after registration and login in the system before placing an order.
 
After registration and sucessful login, all costs arising for you will be shown clearly in the cart depending on the payment method, shipping method and order amounts you have selected as well as the country and address.
 
That is why, when buying from eibmarkt, we recommend the non-binding registration and login into the system to check costs in advance by filling a sample cart.

 

(This topic: Deliveries abroad and payment methods)

What payment methods can I choose from?

You can shop at www.eibmarkt.com using the following payment methods:
 

  • Cash on delivery (Not possible for bulky or heavy items. Then, this payment method is automatically disabled in cart.)
  • Cash in advance
  • Advance payment with surety (advance payment guarantee) starting from a net value of EUR 25,000
  • Giropay (Secure online- credit transfer with PIN/TAN)
  • Maestro (credit card)
  • American Express (credit card)
  • Visa (credit card)
  • Verified by Visa (credit card)
  • Euro/Mastercard (credit card)
  • Euro/Mastercard 3D SecureCode (credit card)
  • PayPal
  • Direct-ebanking.com (Secure online- credit transfer with PIN/TAN)
  • Invoice (option after solvency check, not for private customers)

Credit card terminal (Saferpay), Giropay (Saferpay), Direct-ebanking.com and PayPal terminal appears after placing order.

Please respect that when selecting "Cash in advance" (Prepayment) our account data for credit transfers is generally given in the Order confirmation and delivery date confirmation (2nd mail-obligatory information) since there might be changes in the order value or even cancellations. Furthermore, this is particularly important to give you a specific Identification Number for the respective order (Order reference number). This information has to be filled in the remittance form (field1 and field 2) as given in our Order confirmation and delivery date confirmation to enable our computing centre to identify your credit transfer and to assign it to your order.

Advice as to advance payment with bank guarantee:

For customers who want even more security, especially for high-value purchases, an advance payment with surety is recommended. The costs for this guarantee are paid by eibmarkt.com. There is only a proportional handling fee that has to be paid. Starting from a net order value of EUR 25,000 EUR the payment method advance payment with surety (advance payment guarantee) is offered automatically in the drop-down menu of the cart for payment method selection (before that it is not given for selection!). Selecting this payment method you will receive the original surety document for your order directly from our principal bank (VR Bank Hof e.G. Branch Plauen, Krausenstr. 2, 08523 Plauen) after receipt of order. The document is sent not later than 7 days after receipt of order and is made out to the name of the customer covering the total service amount. Payment must be received not later than 14 days after receipt of order (date of crediting to our account). The receipt of payment marks the beginning of the term of the advance payment surety. The term ends automatically 4 weeks after receipt of payment. Within this period claims can be asserted, if the agreed delivery has not arrived at your place.

Please note that the payment methods will be shown or not shown in your cart depending on your registration, on shipping method, order amount, country and address.

Reasons for a possible deactivation are always indicated in the cart. These could be reasons such as:
 

  • Order amount for „cash on delivery“ to your country/address not possible.
    • check other shipping methods because the order amount for this payment is too high as specified by the respective shipping partner
    • Reduce amount of order or place a second order
    • Choose another payment method

  • Order amount for „payment by credit card“ too high.

 

(This topic: Deliveries abroad and payment methods)

When will the orders be charged?

Cash on delivery

If you have ordered with „cash on delivery“ the goods will be charged at the moment they are handed over and paid at our selected shipping partners.

Cash in advance

If you have ordered with „Cash in advance“ you will receive all information required for payment.

Please do not remit any money with „Cash in advance“ unless you have received our Acknowledgement of order and Confirmation of delivery date! Remittance charges for transfers from outside Germany will not be paid by eibmarkt.com! Transaction costs (by German or foreign banks!) must be paid by the customers themselves! You must use a standard European Union form for the transaction from the foreign country, then no costs (12.00 EUR plus TAX/VAT) of German credit institutes arise. The order amount from this order confirmation must be booked exactly on our bank account.

Remit the order amount according to the order you have placed after you have received our Acknowledgement of order and Confirmation of delivery date. As soon as our account has been credited with the order amount you will receive a confirmation of receipt of payment. Now, the payment process is completed. After that we will put the products you ordered together and dispatch them.

Credit card (AMAX, VISA, EURO/MASTERCARD)

If you have ordered with „credit card“ your card will be charged with the order amount on the day the delivery is put together at www.eibmarkt.com. Our system will send you an e-mail on the day the delivery is being prepared and dispatched.

Invoicing

Payment by invoice is not available to private customers. This payment method has to be discussed depending on the specific case.

See also: How does the order process continue?

 

(This topic: Deliveries abroad and payment methods)

How do you proceed when the order amount is reduced? (cancellation, non-availability of individual products) after the customer has paid by credit card?

If you have ordered with „credit card“ and there are modifications of the order amount, e.g. caused by non-availability of individual products, delivery of alternative products, cancellation etc., during the order handling process, we proceed as follows:

Basically, the instructions for payment by „credit card“ or „Giropay“ are not immediately given to our banks but only after we have finished order handling (consignment/dispatch), since verification is done at the moment you order and there can always be modifications while your order is being handled.

Note: www.eibmarkt.com cannot charge a higher amount than the order amount of your order. Corrections can only be made in case of smaller amounts.

If later amendments of the order amount are required, this can only be done if the new order amount is smaller than or equal to the amount of your oder.

Example:

You have placed an order for two products and selected the payment method „PayPal“ „Giropay“ „Direct-ebanking.com“ or „credit card“. One of the products cannot be delivered and you will receive an e-mail with the respective information. Supposing you decide not to cancel the total order but to have the one available product delivered. In this case you will receive an amended Acknowledgement of order and Confirmation of delivery date showing the current order amount which can and must only be smaller than the previous one. It is this amount your account will be debited with (credit card).


 

(This topic: Discount and coupon)

What is the minimum order amount to get a discount?

Prices of an intelligent house differ depending on equipment and size. The average order amount at www.eibmarkt.com is very high compared with other Shops resulting from the high-quality and thus high cost products. Discounts can only be granted starting from a specific amount of order and not as a flat rate.

Discounts can be requested in form of coupons. Starting from an order amount (The value can vary very strongly. ) of EUR 20,000.- - 60,000.- net coupons can be cashed in. This corresponds to a discount of 2% - 5%.

See also:

How do I get a coupon?

How do I use a coupon?

 

(This topic: Discount and coupon)

Are there any discounts for merchants?

No, at www.eibmarkt.com there are no discounts for merchants. The terms are applicable for all customers in the same way.

 

(This topic: Discount and coupon)

How do I get a coupon?

You can ask for a coupon by using a form. To do so, you have to register and log into the system. The form can be called directly from your personal customer account.

After sending the form you will possibly receive an e-mail with the coupon and the required data. Basically, a coupon is limited in time (1-2 weeks) and must be used within this period.

This request does not bind you to anything. It will not cause any obligations for you! Per customer and year only one coupon can be generated regardless of whether it is used or not. The coupon is also transferable.

Note:

There is no claim to a coupon! The system automatically generates a limited number of coupons within a fixed period of time which are sent to the applicants. If you do not receive a coupon within 2-3 days after sending your request, all coupons for this period have been given away.
If you are interested, please try again a few days later.

See also:

How do I use the coupon?

 

(This topic: Discount and coupon)

How do I use the coupon?

If you have received a coupon after sending your application, you dispose of the following information:
 

  1. Total discount in %
  2. Minimum order amount in € to be able to cash in the coupon
  3. Coupon number (a number and letter code)
  4. Validity of the coupon showing until when the coupon must be used if interested.

The coupon is directly used in the cart/order form by writing the given coupon number into the field provided.

When filling in the number be careful to observe capitalization and small initial letters. Then activate the button „Refresh cart“ or the button „Checkout“ and the coupon amount will be deducted from the current order amount.


 

(This topic: Security with Trusted Shops Money-back guarantee)

What is the Trusted Shops guarantee (buyer protection)?

eibmarkt.com disposes of a special kind of Trusted Shops buyer protection where it does not matter what payment method you select. At eibmarkt.com you can have an insurance for a maximum of EUR 20,000.00 per order (Standard: 2,500.00 EUR). Trusted Shops is the first quality mark for Online-Shops with a money-back guarantee (buyer protection) for online purchasers and is supported by many institutions among them the Federal Government. If you have activated the buyer protection in your cart, the Trusted Shops fees are calculated and displayed for your order value. You can always deactivate the buyer protection and select another sum insured manually (progressive rates), e.g.: the order value amounts to EUR 505.00. Then, the system would suggest insurance for up to EUR 1.500.00, since the order value exceeds EUR 500.00. However, in this specific case insurance for EUR 500.00 is sufficient and can be selected manually. Immediately after sending your order with Trusted Shops buyer protection Trusted Shops will send you an e-mail with all information about the buyer protection to your e-mail address registered at eibmarkt.com. You always find current Trusted Shops fees in the Status Certificate which you can call using the link "Buyer protection" in the cart or "Status" (Trusted Shops) on the start page of the Shop or here, using the help. Here an example of the left side of the status certificate of a Trusted Shops member (Example: eibmarkt.com) with buyer protection for up to EUR 20,000.00 (Standard EUR 2,500.00):

Trusted Shops is the first check symbol for Online-Shops with a money-back guarantee for the Online-buyer guaranteed by the Atradius Insurance Group and supported by many institutions such as the Federal Government. Quality ensured by a strict admission procedure:

eibmarkt.com has fulfilled the admission citeria to receive the Trusted Shops certification. This certification is checked and granted again every year. You can view the current certification situation directly using the link to Trusted Shops on our Shop home page.

Trustworthiness thanks to transpareny and consumer protection:

eibmarkt.com has engaged to fulfill highest requirements as to data and delivery security.

Security thanks to money-back gurantee:

After purchasing you can register for the money-back guarantee by Atradius to insure against the risks of non-delivery, return of goods and own participation in case of credit card misuse. Ordering by mouse click on the Internet without risk is no utopia. Trusted Shops offers you an all-round protection when buying online. Shops with the Trusted Shops quality symbol stand for a secure purchase on the internet no matter which payment method you choose! And if there do occur problems: Trusted Shops will help you.

All merchants with the Trusted Shops quality symbol have passed comprehensive security inspections. This inspection with more than 100 individual points is based on the requirements made by the consumer protection associations as well as national and European law. It includes solvency, security equipment, price transparency, information obligation, customer service and data protection. These requirements are constantly being developed and adapted to the latest developments in law and consumer protection.

The money-back guarantee for consumers

Trusted Shops offers you money-back guarantee for all certified Online-Shops if something goes wrong with your order. The money-back guarantee works in case of non-delivery, non-refund after returning goods and in case of credit card misuse. Atradius, the second biggest credit insurance company worldwide bears the risk.

 

(This topic: Security with Trusted Shops Money-back guarantee)

How and when can I apply for the money-back guarantee?

This is how it works:

For activation Trusted Shops (buyer protection) select the shown icon (directly in cart). The customers themselves have to bear these costs (if interested, only) and the maximum amount covered by this insurance is limited to EUR 20,000 per order.

You can audit our certification here (Status) and our profile (Profile):

(This topic: Security with Trusted Shops Money-back guarantee)

How high is the guaranteed amount insured per order?

The customers themselves have to bear these costs (if interested, only) and the maximum amount covered by this insurance is limited to
 
EUR 20,000.-
per order by Atradius money-back guarantee in case of special events!

Advantages of the Trusted Shops certifications:
 

  • Money-back guarantee in case of non-delivery and return of goods
  • Refund of your own participation in case of credit card misuse
  • Online overview of your guarantees
  • Fast, uncomplicated solution of problems and settlement of disputes


 

(This topic: Services-shop-specific services)

Virtual product inquiry & price comparison for products or services not included in the Shop

You will find this section in your personal customer account.

In our special „Product inquiry“ section you can inquire about products that are not included in the Shop, view our quotations and place those products directly from your account into your cart (individual selection possible) as well as order them if you are interested (Validity per inquiry: 30 days, after that the quotation will be deleted from your account). We will inform you by mail about the progress.

We can provide you with almost every product you think of from building automation EIB/KNX, home technique, home appliances, light, multimedia, electrical equipment, data and network technique.

With the virtual product inquiry you can ask about prices quickly (more than 1 mio. products) and compare prices. Basically, the inquiries will be answered on the same day (if we receive your inquiry until 12.00, day = Monday to Friday, no plublic holiday in Bavaria or Saxony), however not later than on the following day.

We are constantly trying to update the product data and to include new manufacturers. However, there is a number of products not yet included in the Shop.

This section is very useful if you look for additional material for electrical installations such as sockets, switches and frames for the EIB/KNX sensors.

Using this section, it is very important to have all data required for a quotation:
 

  1. Product reference number of the manufacturer (absolutely necessary)
  2. Manufacturer of the product (absolutely necessary)
  3. Designation of the product (not absolutely necessary but helpful)
  4. Quantity of products (absolutely necessary)

The product and price inquiry is not binding for you! You do not have any obligations after sending your inquiry.

Quotations for services (system integration) will also be provided in this section to be viewed and ordered if interested.

 

(This topic: Services-shop-specific services)

Personal discount? ---> Ask for a coupon!

You will find this section in your personal customer account.

Prices of an intelligent house differ depending on eqipment and size. The average order amount at www.eibmarkt.com is very high compared with other Shops resulting from the high-quality and thus high cost products. Discounts can only be granted starting from a specific amount of order and not as a flat rate.

Discounts can be requested in form of coupons.

See also:

How do I get a coupon?

How do I use the coupon?

 

(This topic: Services-shop-specific services)

View shopping list

You will find this section in your personal customer account.

On your personal „Shopping list“ you write all the products you need frequently. You can easily order several or individual products from here.

Using the button „Add to shopping list“ in each detailed product description in the Shop you can add to the „shopping list“. To do so you must have logged into the system sucessfully.

The data is made available for 90 Tage days and then deleted automatically from your personal customer account.

The „Shopping list“ is part of your personal customer account only you can access after sucessful log in. If you do not have logged in by „Login“ sucessfully, a sample customer account can be viewed under “login“ but not used. The customer-specific data is only loaded after login. All data is encoded (128 Bit, SSL).

 

(This topic: Services-shop-specific services)

View previous orders

You will find this section in your personal customer account.

In the list of previous orders you can see all products you have ordered before and put them into your cart as long as they are still available in the Shop product database.

The data is made available for 90 days and then deleted automatically from your personal account.

The list „View previous orders“is part of your personal customer account only you can access after sucessful log in. If you do not have logged in by „Login“ sucessfully, a sample customer account can be viewed under “login“ but not used. The customer-specific data is only loaded after login. All data is encoded (128 Bit, SSL).

 

(This topic: Services-shop-specific services)

View previous carts

You will find this section in your personal customer account.

From the list of previous carts you can take all products from a previous cart and put them into the current cart as long as they are still available in the Shop product database.

With this service you can take your time to compile a possible order conveniently without losing data. After your next login into the system you can continue working with the prepared carts.

The data is made available for 90 days and then automatically deleted from your customer account.

The list „View previous carts“ is part of your personal customer account only you can access after sucessful log in. If you do not have logged in by „Login“ sucessfully, a sample customer account can be viewed under “login“ but not used. The customer-specific data is only loaded after login. All data is encoded (128 Bit, SSL).

 

(This topic: Services-shop-specific services)

Inquiry to a shopping cart recommendation

You will find this section in your personal customer account.

You need a recommendation or just want to make sure not to purchase the wrong product?

If you have already filled a cart you will find it in the "View or load (possibly further process) my previous carts" in your Account.

If you have any questions as to one of your carts, send us the respective cart number. We will then check your cart and prepare an additional one for you if required.

In the list, you will find the carts prepared by eibmarkt under a specific icon.

However, even without a previous cart you may ask for a recommended cart here. This would be useful if you were looking for suitable articles for a specific application and are not sure which article to choose or cannot find this article.

Please note:

This enquiry is not suitable to plan complete houses! For the latter, please use the service enquiry i-tools in the main menu.

The data is made available for 90 days and then automatically deleted from your customer account.

"Inquiry to a shopping cart recommendation" is part of your personal customer account only you can access after sucessful log in. If you do not have logged in by „Login“ sucessfully, a sample customer account can be viewed under “login“ but not used. The customer-specific data is only loaded after login. All data is encoded (128 Bit, SSL).

 

(This topic: Services-shop-specific services)

Change invoice address

You will find this section in your personal customer account.

Here, you can change your invoice address as well as phone and fax number and e-mail address. Then, the data is transferred automatically into our processing system and checked.

Please note that changes of data will only be valid for the next order!

The option „Change invoice address“ is part of your personal customer account only you can access after sucessful log in. If you do not have logged in by „Login“ sucessfully, a sample customer account can be viewed under “login“ but not used. The customer-specific data is only loaded after login. All data is encoded (128 Bit, SSL).

 

(This topic: Services-shop-specific services)

Change delivery address

You will find this section in your personal customer account.

Here you can change your delivery address. Then, the data is transferred automatically into our processing system and checked.

Please note that changes of data will only be valid for the next order!

The option „Change delivery address“ is part of your personal customer account only you can access after sucessful log in. If you do not have logged in by „Login“ sucessfully a sample customer account can be viewed under “login“ but not used. The customer-specific data is only loaded after login. All data is encoded (128 Bit, SSL).

 

(This topic: Services-shop-specific services)

Change password

You will find this section in your personal customer account.

Here you change the password you use to log in.

The option „Change password“ is part of your personal customer account only you can access after sucessful log in. If you do not have logged in by „Login“ sucessfully, a sample customer account can be viewed under “login“ but not used. The customer-specific data is only loaded after login. All data is encoded (128 Bit, SSL).

 

(This topic: Services-shop-specific services)

Application to be invoiced (Germany, only)

You will find this section in your personal customer account.

For towns, communities and industry payment of an invoice is possible. Here, you can apply to receive an invoice. As a standard, solvency is verified. Unfortunately, this application is not available to private customers.

The option „Apply for invoice“ is part of your personal customer account only you can access after sucessful log in. If you do not have logged in by „Login“ sucessfully a sample customer account can be viewed under “login“ but not used. The customer-specific data is only loaded after login. All data is encoded (128 Bit, SSL).

 

(This topic: Services-shop-specific services)

Manufacturer registration

You will find this section in your personal customer account. If you do not have registered you can also call this form under „Login“ using the horizontal main menu bar.

You are a manufacturer of EIB/KNX products or other interesting products for the intelligent house? Please use this form to contact us. Your product data will be included in our Shop free of charge.


 

(This topic: i-tools / Our services for your intelligent house)

Preparation of a requirement specification, the basis of the intelligent house!

You will find this section using the horizontal Main menu bar on each Shop page under the icon „i-tools“. In this section interesting services for system integration of the EIB/KNX products for your intelligent house are offered.

Have a personal quotation be prepared quickly and easily by answering the questions about your specific requirements on this form. We will work out a quotation which we will place under „Product inquiry“ in your personal customer account immediately after its completion where you can view it and order it if you are interested. Basically, time required for the preparation is between 1-5 days (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony). We will keep you informed about the progress by e-mail.

The advantages of a requirement specification are (You will find examples in the general download centre at www.eibmarkt.de):
 

  1. Required hardware is defined depending on the basic functions
  2. All parameters, features and connections are generated.
  3. Clear specifications for the future system integrator of your choice. Binding quotations can be requested based on the definitions of the requirement specification.
  4. 100% security as to the project costs for hardware and services.
  5. Missing requirement specifications and unclear function definitions have caused many owners to lose lawsuits. (implementation and monitoring obligation as to the services and service limitations ordered)

If you accept the quotation and our company accepts the order, a single visit to Plauen or a visit to your place is absolutely necessary. We will be glad to invite you and care for you. Of course, we will provide you and your partner with hotel accommodation in one of our beautiful Vogtland hotels (date needs to be fixed).

In this important first meeting we will dicuss all relevant data. All further details can be discussed by phone or e-mail. You will always receive a PDF-file to keep you informed about the current project situation.

 

(This topic: i-tools / Our services for your intelligent house)

I need a project cost evaluation (without requirement specification)

You will find this section using the horizontal Main menu on each page under the icon „i-tools“. In this section interesting services for system integration of the EIB/KNX products for your intelligent house are offered.

Have a personal quotation be prepared quickly and easily by answering the questions about your specific requirements on this form. We will work out a quotation which we will place under „Product inquiry“ in your personal customer account immediately after its completion where you can view it and order it if you are interested. Basically, time required for the preparation is between 1-5 days (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony). We will keep you informed about the progress by e-mail.

If you do not dispose of a requirement specification for project planning, programming and putting into operation of the system integration, we can submit a project cost evaluation. Due to the missing requirement specification we can only provide a project cost evaluation for the service. Thus, you will not receive a quotation from our company but a project cost evaluation for the object. Basically, a quotation can only be submitted after a requirement specification definition.

 

(This topic: i-tools / Our services for your intelligent house)

Programming and putting into operation desired?

You will find this section using the horizontal Main menu on each page under the icon „i-tools“. In this section interesting services for system integration of the EIB/KNX products for your intelligent house are offered.

Have a personal quotation be prepared quickly and easily by answering the questions about your specific requirements on this form. We will work out a quotation which we will place under „Product inquiry“ in your personal customer account immediately after its completion where you can view it and order it if you are interested. Basically, time required for the preparation is between 1-5 days (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony). We will keep you informed about the progress by e-mail.

As system integrators for field bus systems we are the partner you contact for your personal intelligent house ! Since 1997 we have been working exclusively in the field of the most different field bus systems starting from application development, development and production of hardware for building automation to visualization management and system integration.

With more than 100,000 planned and programmed bus components we are among the leading system integrators on the market. Benefit from our experience and request a personal quotation for your intelligent house using the form „Project planning-putting into operation“ under „i-tools“.

 

(This topic: i-tools / Our services for your intelligent house)

What does a visualization cost?

You will find this section using the horizontal Main menu on each page under the icon „i-tools“. In this section interesting services for system integration of the EIB/KNX products for your intelligent house are offered.

Have a personal quotation be prepared quickly and easily by answering the questions about your specific requirements on this form. We will work out a quotation which we will place under „Product inquiry“ in your personal customer account immediately after its completion where you can view it and order it if you are interested. Basically, time required for the preparation is between 1-5 days (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony). We will keep you informed about the progress by e-mail.

As system integrators for field bus systems we are the partner you contact for your personal intelligent house ! Since 1997 we have been working exclusively in the field of the most different field bus systems starting from application development, development and production of hardware for building automation to visualization management and system integration.

With more than 550 visualization projects for the owner-occupied house up to mega buildings we are among the leading system integrators for visual management on the market.

Benefit from our experience and request your personal quotation for your intelligent house using the form „Visualiaztion“ under „i-tools“!

 

(This topic: i-tools / Our services for your intelligent house)

Special inquiries as to controls, regulations or other items?

You will find this section using the horizontal Main menu on each page under the icon „i-tools“. In this section interesting services for system integration of the EIB/KNX products for your intelligent house are offered.

Have a personal quotation be prepared quickly and easily by answering the questions about your specific requirements on this form. We will work out a quotation which we will place under „Product inquiry“ in your personal customer account immediately after its completion where you can view it and order it if you are interested. Basically, time required for the preparation is between 1-5 days (Day = Monday to Friday, no plublic holiday in Bavaria or Saxony). We will keep you informed about the progress by e-mail.

As system integrators for field bus systems we are the partner you contact for your personal intelligent house ! Since 1997 we have been working exclusively in the field of the most different field bus systems starting from application development, development and production of hardware for building automation to visualization management and system integration.

Individual controls and regulations from all fields of the buidling automation and building technique are a specialty of our company.

Benefit from our experience and request your personal quotation for your intelligent house using the form „Control-regulation“ under „i-tools“!


 

(This topic: Complaint and Right of Return)

I have a problem or a faulty device and want to have it replaced.

For information about complaints/returns please refer to our General Terms of Business.

Complaints because of incomplete, faulty or wrong deliveries should be marked on the delivery note or waybill when the goods arrive and we have to be informed thereof in writing. Please contact us by your personal customer account as soon as possible to guarantee a quick and uncomplicated handling.

Simultaneous communication with the customer concerning the order handling will be permitted by the personal customer account (www.eibmarkt.com > LOGIN > VIEW MY ORDERS AND ORDER HISTORY).

go>>> LOGIN...(to your personal customer account)

There, a dispatch and order history record is installed for every customer and order. You can type a question or answer, complaint information, general information etc. to an existing order directly in this terminal.

Here direct contact and detailed order handling are permitted! Please do not send any e-mails to us but use this terminal to contact us. In this menu you are directly connected with our commercial product handling system. Due to SPAM external e-mails can no longer be handled and dealt with. A return delivery will always previously confirmed by e-mail. Thus, please do not dispatch any goods before you receive this confirmation since this confirmation might include important additional information. However, this confirmation is not a mandatory requirement to make use of your right of return. You can also return the goods to us without prior notice.

Complaints: A return delivery caused by a complaint has to be sent to:

eibmarkt.com GmbH
Logistikcenter Zwickau
Alfred Schön Allee 1
08058 Zwickau
Germany

Note:

Before returning a product, please note our terms and conditions and the following information:

If you have a C O M P L A I N T please send a message (e-mail is not safe, because of SPAM) by your personal customer account, please select in the order history "complaint"

(not safe: or an e-mail) directly to: complaint@eibmarkt.com

About the status you are informed by your personal customer account and e-mail, as soon as a coworker entered the complaint to your order in the system.

Please add a short description to your return delivery. This will help us to handle the return quickly. Thank you very much!


 

(This topic: FAQ (Functions and use of the system)

I cannot put articles over the shopping basket symbol into the basket!

For the use of the Shopsystems the Javascript (standard parameter) of your used Browsers is necessary.

Example:

For the Internet Explorer (starting from version 5) adjust you this as follows: Extras > Internet options > Security > Stage adapt (Internet) > scroll up to “Scripting” and activate “Active Scripting” by “Activating”..

 

(This topic: FAQ (Functions and use of the system)

Possible failure reports in the credit card check

What is a credit card CVC?
The CVC is a dedicated credit card verification code, your card's security feature.

How does this code protect?
The CVC cannot be read by regular card reading machines. In theory, you only can see the code. By using this code, it can be safe to assume that you are actually holding the card in your hands.

VISA, MasterCardCVC Code
Look for the signature field on the back of your card. You'll find a 16-digit credit card number, followed by a 3-digit CVC code. This is the number required.

American ExpressCVC Code
On the front of your credit card you'll find a printed 4-digit number, right above the credit card number. This number is the CVC code.

Possible failure reports in the credit card check:

The most frequent error code [S/C65] is generated at transgression of the credit card limit per month. If this error code should be reported, then the shopping basket value is too high for your approved credit card limit or the credit card limit is already exceeded by other transactions for the current month. In this case speak with your credit institution, if necessary reduce the goods value or you pay with another kind of payment.

Further possible error codes:

[C61] Invalid Card
[C62] Invalid Date
[C63] Card Expired
[C64] Unknown Card

 

(This topic: FAQ (Functions and use of the system)

I have questions before the order, how do I get additional article information?

For technical enquiries please use the form "enquire" in the detailed view of the product. Please understand that with more than 200,000 different products from more than 1,800 manufacturers it is impossible to answer telephone enquiries about technical specifications. That is why we have developed a TicketServer with connection to the manufacturer and the commercial product handling system (Customer<>eibmarkt.com<>Manufacturer) that is used for the daily enquiries.

For technical enquiries please use the form "Enquire" in the detailed view of the product. Technical product enquiries are only replied to via the button enquire (TicketServer with manufacturer connection) in the product detailed view of the respective article.

Please do N O T ask product questions by phone!

>>>Login for regular customers or new registration

 

(This topic: FAQ (Functions and use of the system)

Are orders by telephone, e-mail or fax possible?

That is not possible. You can order only online after your REGISTRATION and LOGIN. All processes are controlled completely automatically by a central computing center connected with the stock and delivery system.

 

(This topic: FAQ (Functions and use of the system)

How can we communicate if I have an existing order?

Simultaneous communication with the customer concerning the order handling will be permitted by the personal customer account (www.eibmarkt.com > LOGIN > VIEW MY ORDERS AND ORDER HISTORY).

go>>> LOGIN...(to your personal customer account)

There, a dispatch and order history record is installed for every customer and order. You can type a question or answer to an existing order directly in this terminal.

Here direct contact and detailed order handling are permitted.

Without customer account communication (guest order without account) is only possible via mail, phone or fax which, in turn, may take longer to process in case of further questions. Services provided through the customer account are not available for guest orders. Among these are e.g. a personal consultant for the order and an above-average processing time of enquiries (max. 30 minutes on weekdays, Sat/Sun within 12hrs). In the customer account which is linked with the resource planning system and includes the complaint management, queries can be sent directly to the respective consultant after login.

 


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