Customer service
Frequently Asked Questions
Find answers to frequently asked questions about our products and services.
Shipping
What shipping options are available?
For in-stock items, we offer standard or express shipping via UPS.
Can orders be tracked?
After shipping, you will receive an email with a tracking number. This allows you to view the status of your delivery at any time.
Which countries do you deliver to?
We deliver nationwide within Germany. International deliveries are possible upon request. Please contact us directly.
Is it possible to change the delivery address afterwards?
Yes, as long as your order has not yet been shipped. Please contact our customer service immediately by email (customerservice@pts-group.de) or phone (+49 221 7029 303).
What can you do if the delivery is delayed?
In case of an unexpected delay, please first check the shipment tracking. If you have any further questions, please contact us.
Payment
What payment methods are accepted?
We accept payments by bank transfer, invoice, PayPal, Google Pay, credit card and Klarna.
Returns
Is it possible to return an order?
As a private customer, you have the option to return ordered goods within 14 days. In the B2B sector, returns are generally not possible. If you would still like to return something, please contact us and we will review the return individually. Please note that we charge a restocking fee of 30% of the goods value.
Who bears the return shipping costs?
The return shipping costs are borne by the customer, unless there is an error on our part.
What should I do if the goods arrive damaged or defective?
Please document any damage and contact our customer service immediately, preferably by email with photos or a detailed description of the damage. We will resolve the case as quickly as possible.
Customer Service
How can I contact customer service?
You can reach us by email at customerservice@pts-group.de or by phone at +49 221-7029-303.
When is customer service available?
Our customer service is available Monday to Friday, 7:00 AM to 5:00 PM.
B2B-specific Questions
Do you offer volume pricing or quantity discounts?
Yes, for larger purchase quantities we can often grant special conditions. Please contact our sales team to receive an individual offer.
Is there the possibility of custom manufacturing or individualized products?
Depending on the respective product, we can often offer custom manufacturing or special configurations. Please contact us with your requirements and we will check feasibility.
How secure is customer company data?
We treat your data confidentially and use current security standards (including encryption during transmission). You can find more details in our privacy policy, which you can access in the footer of our website.
How can I provide feedback or a review?
You can send us feedback by email or through our contact form.
What warranties or guarantees do you offer?
We adhere to the legally prescribed warranty periods. Individual products may additionally offer a manufacturer's warranty. Details can be found in the respective product description or in the warranty documents provided.