We know that not everything is necessarily self-explanatory as it seems to be. That's why you can find our FAQ (Frequently Asked Questions) here. Whether you have questions about your order or your invoice, you'll find the answer you're looking for here.
You can either place your order directly via our online store, upload an article list in the shopping cart via CSV upload, which will be taken over, or order from us via the established interface/API.
How can I cancel an item in my order? / Can I cancel my order?
Send us an email or call us. We will cancel items from your order or your entire order for you. Please note here that custom made products cannot be canceled from the moment of production.
Can I change my order later?
Contact us by email or phone and we will change your order according to your wishes.
I am charged for "Minimum quantity surchage". What is this?
This is our minimum quantity surcharge. This will be charged to you if you do not order full packaging units.
Is there a minimum order quantity or value?
Minimum order value? Minimum order quantity? Not with us!
When you place your order, you can choose only the products in the quantity that you really need.
Account
Where can I view an overview of my orders, backorders and invoices?
You will find an overview of all invoice amounts, backorders, call orders and orders in delivery in the login area under "My account".
My customer data has changed, what do I have to do?
If your telephone number or e-mail address changes, please notify your personal contact person of these changes. Likewise, if there are any other customer, tax or bank data changes, please notify us in writing by e-mail or by telephone so that the corresponding changes can be entered in our system.
What data do I need to register as a customer?
The basic requirements for this are:
OEM, wholesaler
Name and address of the company
Extract from the commercial register, VAT ID number
Contact details, such as telephone number and e-mail with contact persons
Accept our terms and conditions
Can I still view my past orders later?
Unfortunately, this is not possible directly in the customer account. However, during the ordering process you have the option to download your shopping cart as a CSV file or to view your past orders via the order confirmations afterwards.
Shipment
I would like my delivery to be made to a different location than originally specified. Can I still change this?
Unfortunately, you cannot do this yourself. However, you can pass the information of the new address to your clerk and we will arrange the delivery to the new/other address, if still possible.
I placed two orders through your online store - can they be combined and shipped together?
If you have placed two or more orders with us within a short period of time, these orders will be combined into one shipping unit, provided they have not yet reached a certain processing status in our logistics department.
Can I track the delivery?
You will receive the tracking link from your clerk upon request. Simply get in touch with us.
Why is my order delayed?
This may be due to individual reasons, but also to external influences. We ask you to get in touch with your contact person.
How long does it take for the items to be shipped?
Depending on the order situation and size, the processing time can be about 3 - 5 working days.
What shipping costs do I have to pay?
This depends on the location of your delivery address. Simply contact your responsible salesperson/clerk.
Can I have my order delivered on a desired date?
Yes, a desired date delivery is possible with us. You can also arrange one or more partial deliveries with us. To do this, simply contact your responsible salesperson / clerk.
Return & Complaint
What do I do if I have been supplied with an incorrect/ damaged/ defective part?
Please contact us via the return list. We will take care of the best possible solution for you.
What warranty do I get on my product(s)?
Our products come with a 2-year warranty starting from the date of invoice.
Is the return shipment free of charge?
No, you as the customer must bear the costs for a return.
Is there anything I need to be aware of when returning the product?
We ask that you only return your returns to us with the appropriate returns label. You will receive this by e-mail after we have received your complaint. Please attach this clearly visible on the corresponding package. Your return can only be accepted by us with this label.
Where do I send my return in case of a complaint?
Please send your returns to the following address:
Messingschlager GmbH & Co KG
Complaints Department
Hassbergstraße 45
96148 Baunach
GERMANY
How can I arrange a return?
You can do this easily in your customer account. Under My Account you have the option to enter a return in the returns list. Simply fill out the appropriate form and you can send the goods back to us.
How do I exchange an item?
If you are dissatisfied with your item, please return it to us and request a new item from the person in charge.
Shop
How does the article search in the online store work?
In our store you can search for any term or combination of terms. The more precise the search term, the better the search results. Searched are the article name, the article description, the manufacturer number, the article number and the EAN. If your desired article still cannot be found, please check for correct spelling and if certain special characters or hyphens have not been entered.
I am an end user and would like to purchase one of your products. Can I do this via the online store?
No, as a company that specializes particularly in the import and export of goods, we distribute them exclusively to wholesalers, as well as bicycle producers and are in contact with our suppliers. In addition, we can not tell you a specialized dealer in your area, because we do not have access to the customer structure of our customers.
Using the 6-digit item number and description provided on our website, try searching in the search engine of your choice for a local dealer or online store that can sell you the product.
I am interested in your products, however I would like to have them customized. Is there a possibility for this?
This is not a problem. Contact your personal contact person and we will have the products made according to your requirements.
I can't find the exact product for my needs in your online store, what can I do?
Please get in touch with your personal contact person. We will be happy to inquire with our suppliers for you according to your wishes and ideas.
How do I know the deliverability of the products?
Green: This item is available in the desired quantity at the desired time
Yellow: Here a check by the sales team is necessary. Please wait for the order confirmation
Red: The desired item is not available until further notice. You will be informed as soon as the item is back in stock
Do you also have POS and promotional materials?
"In our assortment you can find catalogues of individual brands in addition to our complete catalogue. You can find these in the category promotional items.
In addition, we offer appropriate exhibition walls with the associated fasteners for product presentation. You can find these in the category store equipment.
Other
Can the billing and shipping address be different?
If you have different locations, it is no problem to store different delivery addresses, which you can select individually for each order.
I have my own online store and need images and further product data. How do I get the data?
You will receive a link from us with which you can download and save all image data to present the products in your online store accordingly. The same applies to the product information. Please contact our sales team for this.
Do you offer product consulting for end users?
We ask you to visit a local dealer if possible, as he - with your bike on site - can determine any compatibilities more precisely. For product-specific questions, however, you are welcome to contact our service.
Can I possibly test your products free of charge before purchasing larger quantities?
Please contact your responsible salesperson/clerk. We will take care of your request in the best possible way.
Technical
How does the API work?
If you have any questions regarding our API interfaces, please contact our service department. They will promptly provide you with all the information you need.
How does the CSV upload work?
This function allows you to import files from your spreadsheet (e.g. Excel) into the shopping cart. Expected is a semicolon-separated list with the following fields: ItemNo;Quantity;Your ItemNo;[any other columns].
The first line must contain the header and you must specify at least item no. and quantity.
Example:
ArticleNo.,Quantity
640060;1
360517;3
470207;7
Save / export the file as "CSV text file (delimited)".
TIP: It is best to export your watch list and use it as a template.
Order form - fast entry. How does it work?
This function in the shopping cart is to allow a quick entry of a larger number of items. You get to the next field by the "Tab" key. Item selection by clicking on it. Return = add to shopping cart. Added items appear in the first place at the top of the shopping cart.
Payment & Invoice
Where can I find your bank details?
You will find our bank details on your order confirmation as well as on your invoice.
How can I pay?
Payment is made by bank transfer or SEPA direct debit.
