HOW CAN I CHECK THE STATUS OF MY ORDER?

Once your order has been packed and shipped, you will receive a notification with information to track your order.

 

HOW FAST IS PROCESSING AND SHIPPING?

You will receive an email with tracking information once your item(s) have been dispatched - please allow a few days for processing. Orders take up to 14 days. In rare cases, delivery may be delayed in very distant regions.

We work with the following shipping companies: Kühne+Nagel, Cargoline, DB Schenker, DHL & Hermes.

 

HOW MUCH DOES THE SHIPPING COST?

We offer a flat rate shipping fee, which can vary depending on product weight. Free delivery is only available on certain products.

​

The shipping costs for products with a total weight of over 1,000kg will be provided to you separately.

 

*  Please note that we only offer delivery to your sidewalk.

What is cargo insurance and how much does it cost?

This is insurance that generally protects shipments against loss, damage or theft during transit. This insurance coverage goes beyond the basic damage insurance that may be provided and will reimburse the declared value of the goods if an insured event occurs while the cargo is in transit. 
With transport insurance you have the certainty that if something goes wrong during transport, you will receive compensation equal to the value of the goods based on the commercial invoice. If there is no commercial invoice, the market value is used to determine the amount. Transport costs will also be reimbursed. 
Our cargo insurance fee depends on the product type. It can be added at checkout.

 

WHAT HAPPENS IF MY ORDER IS LOST?

For packages that are lost in transit, all claims for lost shipments must be submitted to info@energyheat.de no later than 15 calendar days after your order.

We will cover the cost of dispatching a replacement order for you if it is confirmed that the delivery address you provided was correct. It would also be good if you contacted your local courier to try to locate the lost order.

 

MY ORDER HAS BEEN RETURNED TO SENDER, WHAT'S GOING ON HERE?!

If the tracking information has been correctly transmitted to you but the shipment is unclaimed, the unclaimed shipments will be returned to us.

Orders that are unclaimed or for which an incorrect address was originally provided will be re-charged.

​

HOW CAN I CANCEL MY ORDER?

If you need to change or cancel your order, please CONTACT US immediately. Additional charges may apply once our warehouse has already processed your order.