Questions and answers about the ordering process
- How can I place an order?
- Do I need a customer account to place an order?
- What payment options are available?
- What are the bank details?
- What delivery times can I expect?
- How will my order be shipped?
- Can my shipment also be delivered to packing stations?
- What is the ordering process?
- Where can I view the order status?
- How can I return or exchange goods?
- 1. How can I place an order?
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At THPG, both private and business customers can order directly from the online shop, by email, phone, or fax. For fax orders, you can download the order form for Germany and the order form for German-speaking countries here.
- 2. Do I need a customer account to place an order?
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Yes, to place an order via the online shop, you need a customer account with THPG. A customer account offers you the following advantages:
» Overview of all your orders
» Order status tracking
» Easy returns processing
» Management of your delivery addresses
» Create and share wish lists.
Here you can easily create a customer account.
- 3. What payment options are available?
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To make shopping with us as easy as possible, we offer five different payment methods.
For maximum security, the entire ordering process and, of course, the payment process are encrypted using SSL.» Payment by invoice
You can conveniently pay 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 possible for every order.» Payment via PayPal
At the end of the ordering process, you will be redirected to PayPal. If you are already a PayPal customer, you can log in with your user data and confirm the payment. If you are new to PayPal, you can also log in as a guest or open a PayPal account. As soon as we have received your payment, your delivery will be dispatched. It usually only takes a few minutes for a PayPal payment to reach us. Any credits will be transferred directly to your PayPal account.» Payment by SEPA direct debit
Payment by direct debit is an online payment service from PayPal. You do not need a PayPal account to shop with us using direct debit. At the end of the ordering process, you will be redirected to PayPal.» 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. At the end of the ordering process, you will be redirected to PayPal.» Prepayment
Immediately after submitting your order, you will receive a confirmation of receipt by email. There you will find all the information you need for your bank transfer. When making the transfer, please be sure to include your order number in the reference field.Bank details
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 please call us at +49 2591 2590-210. We will be happy to help you.
- 4. What are your bank details?
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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?
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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 can be found on the product page 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 can find the exact delivery time on the product page.
- 6. How will my order be shipped?
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We ship domestic deliveries with DPD and charge €6 per standard shipment or €12 per express shipment.
Subsequent deliveries are free of charge.
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, for certain countries, UPS. You can find the shipping costs here.
- 7. Can my shipment also be delivered to packing stations?
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No, unfortunately delivery to packing stations is not possible.
- 8. What is the ordering process?
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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 the conclusion of a contract. The contract is only concluded after we have sent you the order confirmation. This order confirmation is binding and also contains your order number. Please provide this number to our customer service team if you have any questions.
- 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?
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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 in the navigation bar on the left. To submit a new return request, click on Request New Return in the upper right corner. Then select the order from which you would like 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 pictures 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 can 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.