(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 (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 excl. DHL customs clearance fee (postal customs clearance) 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 incl. DHL customs clearance fee (postal customs clearance) 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 incl. DHL customs clearance fee (postal 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 selected automatically as soon as there is a bulky item Article is very heavy and/or bulky. Note: For bulky goods, the fixed price applies to 1 Euro pallet max. 150kg. If the weight is higher or the pack size exceeds the pallet size, you will receive information about the additional shipping costs to be paid.

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!

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. 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:
 

• Direct debit (choose payment method PayPal, direct debit is also possible without PayPal account via PayPal)
• PayPal
• SOFORT (Klarna) Secure online- credit transfer with PIN/TAN
• 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)
• eps (Secure online payment method of Austrian banks)
• 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)
• Invoice (option after solvency check, not for private customers)

Credit card, Giropay (DE) + eps (AT), SOFORT (Klarna) 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.

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 „payment by Credit card“ too high.
  • Reduce order amount and place another order. In this case the second order will be shipping cost-free, see also: I have several orders but want to pay the shipping costs only once.
  
  

(This topic: Deliveries abroad and payment methods)

When will the orders be charged?

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“, „PayPal“, „SOFORT (Klarna)“ or „Giropay (DE) + eps (AT)“ 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 „Credit card“, „PayPal“, „SOFORT (Klarna)“ or „Giropay (DE) + eps (AT)“. 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% to 6%.

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.

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).

>>> 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, MasterCard
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 Express
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!

(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).

>>> 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.