We ship automatically with receipt of payment - provided that all items are in stock on the day of receipt of payment. Whoever orders and pays directly or promptly should not have any problems, because usually you can only order from us what is in stock (see also help topic article - delivery time).

If no dispatch notification has been received shortly after order/payment, we recommend

1) to check the spam folder, as the automated dispatch messages are sorted out by some mail providers. If nothing should be found there either

2) please check whether the payment has been sent out properly, i.e. log in to the portals of the payment service providers and track the payment there.

In rare cases there are technical problems with the forwarding to PayPal or similar

For bank transfers please ensure that the bank account details are correct and that the Check the order number in the correct format carefully. If the transfer cannot be assigned by order number, the order will hang until it is corrected manually. In the latter case, or if there are still ambiguities, please contact us with the relevant data about your order (customer name & number, order number) and your payment (transaction number).

This stauts means, we have finished processing and packing your order and it is on its way the receival center where it will receive the next scan.
In rare cases, especially around public holidays or because of the pandemic this first scan can be delayed a bit.

With the handover to the shipping service provider, we unfortunately only have very little Influence on delivery. The tracking number of the package comes with our dispatch notification (check spam folder if necessary), so the shipment can be tracked. In addition, delivery options, storage locations etc. can be booked with the shipping company via their portal. If a parcel does not move on for several days, we can file a transit time complaint with the shipping service provider. Only after a longer period without movement can an investigation be initiated. The times vary slightly depending on the shipping service provider and have been increased considerably in the corona time. Runtime complaints and follow-up orders should be submitted by us to the shipping service provider, so please contact us with all relevant information if the parcels are left standing for a longer period of time. We ask for your understanding that in most cases we can only order replacements once the matter has been clarified with the shipping service provider.

Even if we want to avoid them with the utmost care, mistakes can happen. If something was delivered incorrectly or incompletely, we ask you to use our form for returns or send an email with all relevant information about the order (customer name and number, order and/or invoice number, error description) and a photo proof. We would also be happy to send a callback number. We apologise for any inconvenience. We will contact you as soon as possible and together we will see which replacement will make both parties happy. See also our help topic Returns.

Unfortunately, our system does not offer the possibility of scheduled delivery. However, scheduled payment offers a small diversion, because we ship with receipt of payment. So it is best to pay by bank transfer only when the delivery is due in the next few days. Once the consignment is on its way, depending on the shipping service provider, you can use their online portals to arrange storage locations and sometimes also appointments. Unfortunately, we cannot print order comments à la "please leave it next door with Mrs. Müller" on the shipping labels or otherwise pass it on to the deliverer. This must be arranged directly with the parcel services (e.g. via their online portals).

We do not have a retail shop or a consulting office. Customer service and consultants are not present in Alpen. For security and insurance reasons, regular customer traffic is not possible on the premises.

Our colleagues in customer support and tech support are experienced in providing advice by telephone and email. Goods are only available via the online shop.

You can meet us in person at Exhibitions and Meetings

Mistaken? Forgotten something? Or unsure whether the right thing was ordered? Changes to existing orders are unfortunately almost impossible. Once payment has been received, orders are beeing packed and shipped as soon as possible.

Changes are therefore only possible, if you choose the payment method "prepayment-bank transfer" and you wait with wiring payment until everything is sorted out.

Orders by email have longer processing times. A shop order runs through the system faster than our employees can process email orders. For orders that are not placed via the online shop, we reserve the right to charge a processing fee. Without indication of our article numbers we reject any order for legal reasons.

Please therefore use our online shop. For further questions and advice we are of course at your disposal.

For a tax refund on personal export, please refer to the Information Sheet on VAT Exemption for Export Deliveries in Non-Commercial Passenger Traffic from the German Federal Ministry of Finance.

Especially note point 7:

7. Excluded from VAT exemption: Deliveries for the equipment or supply of private means of transport

Deliveries of goods intended for the equipment or supply of a private means of transport (such as cars, station wagons, sports boats, sailing yachts, aircraft) are excluded from the VAT exemption for export deliveries in non-commercial passenger traffic. This applies to vehicle parts that are permanently installed in the vehicle (such as bumpers) as well as items considered removable equipment (such as tow ropes, spare tires, first aid kits). Goods intended for the supply of a vehicle (such as fuel, engine oil, cleaning products) are also not eligible for VAT exemption under these export regulations.

The classification of items is based on the clear customs tariff number—the actual use (for example, in a holiday home or on a boat) is irrelevant to customs. Interpretation is not possible here. Therefore, a tax refund for personal export of the vehicle parts defined here is not permitted and will not be granted by us, even as an exception.

DHL- and GLS-parcels within Germany are free of charge with a minimum order value of 140€

You can find a list of shipping costs here.

You can also use our shipping cost calculator once you have items in your shopping cart.

The shipping costs will of course also be shown in the order process.