Frequently Asked Questions

ORDERING

• CAN I COLLECT MY ORDER IN THE SHOWROOM?

  Yes, all items* we sell can be collected from our warehouse in Vichte. Although we have a very large stock, we advise you to inquire in advance whether the goods you want are in stock and, if they are bulky, with which means of transport you should collect them.
  * Except Mechmate motorpits: please contact us first.
  If you have your order picked up by a transport company, there is a packaging surcharge of € 25 excluding VAT per pallet.

• IN WHICH CASES DO I HAVE TO PAY EXTRA SHIPPING COSTS?

  Our website calculates a transport cost according to your postal code and country without taking into account special 'transport-related' conditions. In the following situations, an additional cost may be charged:
  - Your delivery address is in a low-emission zone
  - Delivery in large cities
  - Addresses that are not accessible with a truck >3.5T
  - Non-stackable goods
  - Length of a parcel

• HOW CAN I SEE IF AN ITEM IS IN STOCK?

  You can check this on each article page. These are the possible situations:
  - In stock (ample number)
  - In stock + number (limited stock)
  - Out of stock. Expected in 'Month' + week number

• WHERE CAN I FIND MY INVOICE?

  After delivery, you will receive the digital invoice by email.

• IS AN ITEM THAT IS IN STOCK ON THE WEBSITE ALSO IN STOCK IN THE SHOWROOM?

  Yes, our showroom and web stock are the same.

• I DID NOT RECEIVE MY INVOICE.

  It is possible that the email with the invoice ended up in your spam box.

• CAN I BE NOTIFIED WHEN A SOLD-OUT ITEM COMES BACK IN STOCK?

  Yes, just click on "Keep me posted on the stock!". You can then enter your e-mail address. As soon as the item is back in stock, you will be notified by email.

• WHERE CAN I FIND THE TERMS AND CONDITIONS OF SALE?

  Our sales conditions can be found at the bottom of our website or click HERE

• CAN I ORDER AN ITEM THAT IS OUT OF STOCK?

  Yes, you can. Place the article in your shopping cart and follow the ordering procedure on the website. You pay for the item in the last step of the ordering process. At that moment, the item is reserved for you and as soon as it comes back in stock, it will be automatically sent or prepared for collection, depending on what you chose when ordering.

• ORDERS DURING OUR ANNUAL HOLIDAY PERIOD

  The annual leave period is clearly indicated on our website. During this period you can safely place your online order on the website. In this way you are sure of your ordered item. The processing will then take place in chronological order after the leave period.

• WHAT IS THE EXPECTED DELIVERY TIME OF AN ITEM IN STOCK?

  Parcel shipments (small packages up to 25 kg) are normally handed over to the carrier within 1 to 3 working days.
  Pallet shipments require more care and additional packaging and are normally handed over to the carrier within 3 to 6 working days. Large mixed orders, usually delivered by trailer, may require a longer lead time.

• HOW MUCH ARE THE SHIPPING COSTS?

  If you want to know how much the shipping cost is for an order, place the items to be ordered in your shopping cart. If you click on the shopping cart icon at the top, a screen will open and then you click on 'Calculate the shipping cost or select pick-up'. You indicate your country and enter your zip code. The site then calculates the transport costs to be paid. In some cases, the website cannot calculate the transport costs because the possible order must be sent with special transport or if there is a technical malfunction. It will then be clearly stated that the transport costs will be passed on to you separately. You can place your order and pay for it, but the shipping cost must be paid extra after our contact. You will receive an email and payment link for this from our commercial employee. Please keep that in mind.
  Each article also includes a link to an instruction movie.

• HOW DO I REQUEST A QUOTATION?

  This can only be done by e-mail or telephone. We note the items required and you will receive a quote by e-mail, which is valid for a limited time. After your approval, we will turn the quotation into an order and you will receive a pro forma invoice.

• HOW CAN I ORDER?

  - In our showroom in Vichte
  - On our website
  - By phone
  - By email
  - At one of the fairs we participate in

• HOW DO I PLACE AN ORDER ON THE WEBSITE?

  Simply place your items in your shopping cart. Once you have placed all your articles in your shopping cart, click on the shopping cart icon at the top right. You will then be given the opportunity to choose your shipping method. If you want home delivery, enter your postcode and country. The system will then calculate the total shipping price. If your basket contains both items that are not in stock and those that are, you can choose full or partial delivery. A full delivery is cheaper, but is only delivered when all items are in stock. A partial delivery, up to 2 deliveries, is more expensive but you will get the items that are in stock faster than the items that are out of stock. You can also opt for collection.
  For certain articles such as lifting bridges or blasting media per pallet, no transport cost can be calculated on the site (not even in a mix with other articles). You can, however, order the article via the website. We will then contact you to inform you of the additional transport cost.

• DO YOU ALSO SELL TO PRIVATE PERSONS?

  We sell to professionals as well as to private persons. Professionals with a VAT number should first check the specific VAT and guarantee conditions.

• CAN I STILL CHANGE THE CONTENT OF MY ORDER?

  No, your order goes straight to the warehouse to be processed and prepared for dispatch or collection.

• I WANT TO ORDER ONLINE. DO I NEED AN ACCOUNT?

  You can order without creating an account. Your e-mail address is the unique key. You can also choose to create an account, which gives you the advantage of faster ordering and a history of your online orders.

• CAN I STILL CANCEL MY ORDER?

  As long as the goods have not been shipped, you can still cancel your order by e-mail or telephone. As soon as the goods have been passed on to the carrier, this is no longer possible.

• I FORGOT MY PASSWORD.

  At the top of the homepage, click on log in. Here you can click on 'Forgot your password?'. You will then receive an email to set a new password. If you do not receive an e-mail, check your spam box first. If there is no email in there either, then you do not yet have an account for the email address you entered. Accounts from our previous websites are no longer valid, so you should create a new account, or continue without creating an account.

• CAN I STILL CHANGE THE DELIVERY ADDRESS?

  - Postal deliveries cannot be changed.
  - Pallet shipments can be changed at extra cost.