Help / FAQ
1. Registration and Login
- How do I create a new customer account?
- Can I order something without creating a customer account?
- Why should I create a customer account?
- I have forgotten my password!
2. Products
- I cannot find a specific product!
- What can I do if I have a technical questions?
- Is my product actually deliverable?
3. Order
- How do I order?
- Why am I not able to execute an order?
- What do the different mails I get from you mean?
4. Delivery
- When will the goods be delivered?
- How high are the shipping costs?
- Who are your logistic partners?
- Can I pickup the delivery myself?
5. Payment
- Which payment methods do you offer?
- Why do I have to pay fees for some payment methods?
- How high are the payment fees?
6. Complaints & Miscellaneous
- How do I cancel an order?
- How can I send back a product? (Revocation)
- Why am I not forwarded to the data sheets when I click on the link?
- My questions wasn't answered here!
Registration and Login
How do I create a new customer account?
To register a new account please visit our Login-page. On the left hand side you can create a new customer account. All marked (*) information are obligatory. Please understand that we need your phone number for the delivery.
Can I order something without creating a customer account?
Yes! However we will still need a few information for the invoice. For ordering without an account please visit our Login-page. Here you can choose the option "I want to order without creating an account". Also you can simply send us an email with your order.
Why should I create a customer account?
With a customer account you will have the following benefits:
- You can always check on all your orders from the past.
- You can register different shipping addresses.
- Your shopping cart will be saved for your next login
I have forgotten my password!
No problem. Please follow this Link (Password reset), enter the captcha code and your email address and we will send you a new password. Later you can change your password in your customer account.
Products
I cannot find a specific product!
If you cannot find a product at first, you can check the advanced search and also search in the product description. Otherwise it is also possible that we do not offer this product online. In this case you can send us an email to info@insystems-shop.de and we will send you an offer.
What can I do if I have a technical questions?
Please send us an email with your questions to info@insystems-shop.de. A direct response to your troubles via phone is often not possible and if you send us an email we can always forward it to our company's engineers.
Is my product actually deliverable?
The listed delivery times are the average delivery times. Please feel free to call us at 0049 30 6392 2522 and we will check our stock.
Order
How do I order?
First choose the product you want and click "add to cart". From there you will be redirected to your shopping cart where you can check the delivery costs. By clicking on "checkout" you will be redirected to the confirmation of your delivery address and payment method. Finally you will get a last summary of your order and confirm the transaction. If you are not logged in you will be redirected to our login page after clicking "checkout".
Why am I not able to execute an order?
If our system doesn't let you order it is usually for one of the following reasons:
- You have exceeded the limit of 3,000.00€: Currently we cannot accept orders >3,000.00€ online. If your shopping cart exceed that amount please send us an email with your product list / a screenshot of your shopping cart to info@insystems-shop.de.
- Your delivery address is outside the European Union: Our payment system is only activated for customer in the EU. If you have a different delivery addres please send us an email with your product list / a screenshot of your shopping cart to info@insystems-shop.de.
What do the different mails I get from you mean?
Our system automatically sends you a mail with your order status. The following status' are possible:
- Paid: We have received your payment. You won't receive this mail if you pay via bank transfer.
- Pending: Your order information was transferred to our systems and is now being processed.
- Shipped: Your order was registered with DHL/UPS/FedEx and is on its way.
- Denied: PayPal / xT:Commerce didn't accept your payment. Please try another payment method or contact us.
- Reversal: The order was cancelled at your request. If you did not request this please contact us.
Delivery
When will the goods be delivered?
Usually we will send out the goods within the timeframe indicated in our products. Please note that these delivery times are for a national delivery. For international deliveries we will need 1-3 days longer. After your order status changed to "Shipped" it will usually take two more days.
How high are the shipping costs?
The shipping costs may differ depending on where your delivery address is. Please refer to our shipping cost table.
Who are your logistic partners??
We are working together with three different logistic partners. DHL, UPS and FedEx. For international deliveries we usually use either UPS or FedEx.
Can I pickup the delivery myself?
Pickup can be arranged at our office in Berlin. If you want to use your own logistic partner please contact us and order via email.
Payment
Which payment methods do you offer?
We offer you a wide range of different payment methods. For example:
- Prepayment: You will receive an email with the total amount of your order and our bank information. Please transfer the money to the aforementioned bank account.
- PayPal: You will directly pay the total amount with your PayPal account via the PayPal interface in our shop. For this payment option we have to charge a fee.
- Credit Card: You will directly pay the total amount with your credit card via the xT:payments interface in our shop. For this payment option we have to charge a fee.
- Sofortüberweisung: You will directly pay the total amount via bank transfer. You will create a secure connection with your bank account and use it for an online bank payment.
- Giropay: You will directly pay the total amount via bank transfer. You will create a secure connection with your bank account and use it for an online bank payment.
- Payment on account: You will receive the invoice together with the goods and pay within 14 days. By default this payment method is not available. Please send us an email if you want to discuss this possibility.
- Cash on delivery: You pay the goods directly when they are delivered. This payment method is only available for order via email. For this payment option we have to charge a fee.
Why do I have to pay fees for some payment methods?
We have to charge a fee for a few payment methods, because we have to pay the providers for these services. Namely this concern payment via PayPal, credit card and cash on delivery. Due to our customer-oriented prices we have to pass on these fees to our customers. If you do not want to pay any fees please choose "Prepayment" as your payment option.
How high are the payment fees?
A detailed list of the payment fees can be found here.
Complaints & Miscellaneous
How do I cancel an order?
If you changed your mind and we didn't deliver anything yet, you can simply send us an email requesting a cancellation. All payments that were made up to that point will be transferred back to you within 14 days.
How can I send back a product? (Revocation)
As per law you can revoke the contract within 14 days after receiving the goods. Please let us know of your decision and send the goods back within 14 days. After we received the returned goods we will pay back the total amount of your order. Further information about the revocation of an order can be found hier.
Why am I not forwarded to the data sheets when I click on the link?
The datasheets are linked to the manufacturer's homepage. Sometimes the links will redirect to the starting page of the manufacturer. In this case please open the link a second time and you should be able to open the data sheet this time.
My questions wasn't answered here!
if your question wasn't answered, please feel free to contact us via phone at 0049 30 6392 2522, via email at info@insystems-shop.de or via our contact form.
