Questions and answers about the ordering process

1. How can I place an order?: At THPG, both private and business customers can order directly from the online shop, by email, telephone, or fax. For fax orders, you can download the order form for the US and the order form for German-speaking countries here.

2. Do I need a customer account to place an order?

Yes, you need a customer account with THPG to place an order via the online shop. A customer account offers you the following advantages:

» Overview of all your orders

» Order status tracking

» Easy returns

» Management of your delivery addresses

» Create and share wish lists.

Here you can easily create a customer account

3. What payment options are available?

To make shopping with us as easy as possible, we offer five different payment methods.
For maximum security, the entire order process and, of course, the payment process are encrypted using SSL.

» Payment by invoice
You can pay conveniently 14 days after receiving your invoice. If you do not pay within this agreed period, we are entitled to charge you €3.00 plus interest for the first reminder and €6.00 plus interest for the second reminder. Payment by invoice is not available for every order.

» Payment via PayPal
You will be redirected to PayPal at the end of the order process. If you are already a PayPal customer, you can log in there with your user data and confirm the payment. If you are new to PayPal, you can also register as a guest or open a PayPal account. As soon as we have received your payment, your order will be dispatched. It usually only takes a few minutes for a PayPal payment to reach us. Any credit will be transferred directly to your PayPal account.

» Payment by SEPA direct debit
Payment by direct debit is an online payment service provided by PayPal. You do not need a PayPal account to shop with us using direct debit. You will be redirected to PayPal at the end of the order process.

» Payment by credit card ( Visa, Mastercard)
Payment by credit card is an online payment service provided by PayPal. You do not need a PayPal account to shop with us using a credit card. You will be redirected to PayPal at the end of the order process.

» Prepayment
You will receive a confirmation email immediately after submitting your order. This email will contain all the information you need to make the transfer. When making the transfer, please make sure to include your order number in the reference field.

Bank

Account holder: Thomas Hoof Produktgesellschaft mbH & Co. KG
Bank name: Sparkasse Vest Recklinghausen
BIC/Swift code: WELADED1REK
IBAN: DE81 4265 0150 0090 2405 08

Do you have any questions about the payment methods offered? Then call us at +49 2591 2590-210. We will be happy to help you.

4. What are our bank details?: Our bank details for SEPA transfers:

Payee: Thomas Hoof Produktgesellschaft mbH & Co. KG
IBAN: DE 81 4265 0150 0090 2405 08
BIC: WELADED1REK

Please state the purpose of the transfer with each transfer. You will find this in your order confirmation email.

5. What delivery times can I expect?

Within Germany, items that are in stock are usually delivered within 2-3 business days (1-2 business days by express delivery). Different delivery times are indicated on the product and in the order overview.

Items that are not available are usually back in stock within a few weeks.

Items that are manufactured for you or sent directly to you by our suppliers (drop ship items) usually have a delivery time of 2-4 weeks. You will find the exact delivery time on the product.

6. How will my order be shipped?: We ship domestic deliveries with DPD and charge $6 per standard shipment or $12 per express shipment.

You will receive subsequent deliveries free of shipping costs.

For orders over $500, we ship domestic deliveries free of charge. Certain special and bulky items (e.g., stoves) are excluded from free shipping.

For international deliveries, we use DPD and UPS for certain countries. You can find the shipping costs here.

7. Can my shipment also be delivered to packing stations?: No, delivery to packing stations is unfortunately not possible.

8. What is the ordering process?: To place an order in the THPG online shop, you must first create an account. You can do this during the ordering process or by clicking on "Register " to fill out the form with your details. After completing your order, you will receive an automatically generated confirmation of receipt. If you do not receive this email, please contact us. This email serves as an order overview and does not constitute acceptance of the offer or conclusion of a contract. The contract is only concluded once we have sent you the order confirmation. This order confirmation is binding and also contains your order number. Please quote this number in all queries to our customer service team.

9. Where can I view the order status?

After successfully logging into your account, you will find the current status of your order in your account under Your Orders.

10. How can I return or exchange goods?: You have 30 days to exchange or return goods. To submit a return request, please log in to your account. Under "Your account," you will find the menu item My returns on the left side of the navigation bar. To submit a new return request, click on Request new return in the upper right corner. Then select the order from which you wish to return goods. You now have the option to select all items you wish to return. Please indicate the reason for the return and the packaging status. You also have the option to add a message and images to your return request. Once your return request has been approved by us, we will send you a return label that you can use to frank the package. Please enclose the return slip with the shipment so that we can process your request as quickly as possible. Please understand that it may take up to 7 business days to process the return after we receive it.

If you have any questions that are not answered here, please feel free to send us a message or contact us by phone at +49 2591 2590-210.

Questions and answers about the ordering process

Bank

Do you have any questions about the payment methods offered? Then call us at +49 2591 2590-210. We will be happy to help you.

THPG-Newsletter: