+1 916 273 6029
Mo-Fr. 9am - 4pm ET
FREE SHIPPING
For orders $150+ to the U.S.*

FAQs

SHIPPING HEAT SENSITIVE PRODUCTS

Summer temperatures are on the rise and we would like to help you select the best possible shipping option for your order. Generally we do not want to force cooled shipping or express mail on you as not all regions require the same precautionary measures. We always leave it up to our customers to pick the best solution for their personal needs.

All of our merchandise is clearly labelled with our heat sensitivity symbol which should help you make the right choice for your order. Heat sensitive items are products that may be modified or damaged by high temperatures. In general we would recommend not to order chocolates or gummy candies if the outside temperatures are in excess of 80°F to prevent damages to the highly sensitive merchandise – even if cooled supplies and express shipping are chosen. There is always a possibility that packages are delayed through customs which adds unnecessary transit time and heat exposure to the packages.

Our tips:

  1. Add the „cooled shipping option“ to your cart (at your discretion).
  2. At checkout, select the „priority shipping method“ to ensure your order spends no more than 2 days in transit (at your discretion).
  3. Be home for delivery! Choose a delivery address where someone will be available to accept the package so it doesn’t sit outside in the heat.
  4. Another option: Request a hold at your local FedEx station to prevent packages from being chauffeured around on a hot delivery truck all day.
  5. If the box feels warm, open immediately to expose your heat sensitive items to the cooler indoor air. If chocolate has softened, give it a chance to firm up before removing it from the package. You may also place the entire box in the refrigerator before attempting to handle further.
  6. All international shipments are with signature receipt upon delivery. Please be sure that an adult is at your residence to sign for the package on the scheduled delivery date. Should the delivery driver leave the package on your front porch without your written consent and without requesting your signature please contact FedEx immediately.

Of course there is always the option of „risking it“. You may select the regular Economy shipping option without additional cooled shipping at your own risk. Especially if you do not care that your chocolate has melted or softened as it is likely to end up in your stomach anyway. Believe us – we get it! Please note that GermanShop24 is not responsible for melting or other damage caused by heat exposure during shipping or after a failed first delivery attempt. We do not offer any refunds on heat damaged items.

Below you will see our heat sensitivity symbol. This symbol is in the item description of each item in our shop. You may use this as a guideline to chose the appropriate shipping option for your order.

HEAT SENSITIVITY „LOW“
heat_low.jpg

Products with this symbol are generally not bothered by higher temperatures during the summer month. You can order these items without concern and without extra precautions.

HEAT SENSITIVITY „MEDIUM“
heat_med-1.jpg

Products with this symbol are moderately sensitive to higher temperatures (not to exceed 80°F). Please consider the cooled shipping option or priority shipping in the summer month to minimize exposure during transit.

HEAT SENSITIVITY „HIGH“
heat_high.jpg

Products with this symbol are extremely heat sensitive and can be damaged if temperatures exceed 75°F. Please use the cooled shipping option in combination with priority shipping during the summer month to minimize exposure during transit.

HOW DO I PLACE MY ORDER?
Ordering merchandise in our online shop is quite easy. You can either browse the different categories of German foods and non food items or simply use the search bar in the top center of our page. You are able to see a more detailed item description by clicking on each individual item of interest.
If you are interested in purchasing an item simply add it to your shopping cart.
To place your order you can click on the shopping cart located at the top right corner of our website, click CHECKOUT and follow the instructions. If you already are a registered customer you can log into your account to retrieve your existing rewards points.
New customers can easily create an account during the checkout process.

I CAN'T REMEMBER MY PASSWORD?
If you forgot the password to your existing customer account simply give us a quick call at (916)-273-6029 during regular business hours (Monday through Friday from 10AM to 4PM eastern time). Our customer service representatives will be able to assist you.

WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards, debit cards and PayPal.

DO YOU SHIP WORLDWIDE?
We do ship worldwide with FedEx Express. To get shipping rates simply click on the shopping cart icon in the top right corner of our website and VIEW CART. Now proceed to the airplane icon to CALCULATE your shipping costs. The system will automatically pull the most current shipping rates to your location from the FedEx website.
We currently do not offer shipping to Russia.

DO YOU SHIP FROM GERMANY?
All orders fulfilled by GermanShop24 are shipped from Germany.
Please Note: We do offer independent vendors to sell merchandise through our portal. These vendor items might be shipped from different locations. Please see the vendors page for more details.

ARE THERE IMPORT FEES, TAXES AND DUTIES?
IN GENERAL: Import fees, taxes and any duties are the responsibility of the receiver/importer. Most countries do have a free amount. Please inform yourself prior to placing your order about import duties and taxes for your country.

TO THE USA: When goods move from any foreign country to the United States, they are being IMPORTED.
Reminder: U.S. Customs and Border Protection (CBP) holds the importer –YOU– liable for the payment of duty not the seller.
Packages whose declared value is under $200 ($100 if being sent as a gift to someone other than the purchaser) will generally be cleared without any additional paperwork prepared by CBP. However, CBP always reserves the right to require a formal entry for ANY importation.
Buyers often have the misunderstanding that when the purchase price includes shipping and handling, all the costs associated with clearing the package through CBP are covered by the seller. They don't realize that brokers fees and CBP duties may be an additional charge that the buyer/importer is responsible for.

HOW LONG IS THE PROCESSING & HANDLING TIME?
The processing time for items we do have in stock is usually 2-4 business days (not including weekends or federal holidays). All other merchandise might require an additional 3-5 business days.
Please Note: Processing and handling times typically increase by up to 3 business days during peak season.
Peak Seasons: Christmas (November-December), Easter (March-April)

HOW LONG DOES SHIPPING TAKE & HOW MUCH ARE THE SHIPPING CHARGES?
Shipping Time depends on the service you choose upon checkout.
FedEx International Economy shipping: 5-7 business days
FedEx International Priority shipping: 2-3 business days

Shipping charges depend on a variety of factors:

  • shipping service chosen during checkout
  • weight and dimensions of the package
  • destination

For more detailed information simply use our shipping CALCULATOR, located in the shopping cart. You will automatically receive the most current rates from FedEx.

WILL I RECEIVE A TRACKING NUMBER FOR MY ORDER?
We do provide a tracking number for all of our international orders. Please be sure to provide us with a correct e-mail address during the checkout process so you can receive tracking updates directly to your inbox.
Please Note: All international shipments are with signature request. Please be sure that someone is at your residence to sign for the box on the delivery date. You may also contact FedEx at any time to customize your delivery should the scheduled delivery date be inconvenient for you.

WHICH CARRIER DOES GERMANSHOP24 USE?
All orders fulfilled by GermanShop24 are shipped with FedEx International.
Please Note: We do offer independent vendors to sell merchandise through our portal. These vendor items might be shipped with a different carrier. Please see the vendors page for more details.

MY ORDER ARRIVED DAMAGED/INCOMPLETE/EXPIRED – WHAT SHOULD I DO?
In case you receive a damaged, incomplete or expired shipment please document this by taking photos. It is our company policy to require photo evidence in order to be able to process and initiate refunds.

  • picture of the damaged box
  • picture of the damaged item(s)
  • picture of the expired item with the expiration date clearly visible

Simply send us an e-mail including your name, order number, tracking number and said pictures. We will try to resolve the issues as fast as possible. Please allow for up to 10 business days to receive your refund.

MY ITEMS ARE EXPIRED?
All of our merchandise comes directly from Germany where the date format is slightly different than the US counterpart.

American Date Format is: MM/DD/YYYY; German Date Format is: DD/MM/YYYY or just MM/YYYY

Example: You ordered merchandise and receive your shipment on 15 September 2016. The expiration date on your order reads 07-10-2016. This would usually indicate that your merchandise expired July 10th 2016 HOWEVER given the fact that the merchandise is from Germany this means that your item does in fact not expire until 07 October 2016.

I DON'T NEED MY ORDER ANYMORE AND WANT TO RETURN?
www.GermanShop24.com does not accept returns of the following items:

  • grocery products / baby food
  • health and personal care items
  • items purchased from one of our independent vendors (but the seller may accept the return)
  • gift cards

WHERE DOES GERMANSHOP24 RECEIVE THEIR MERCHANDISE?
We purchase all of our products with German wholesalers. All merchandise is always fresh and has the longest possible shelf life.

IS THERE A MINIMUM ORDER VALUE?
The minimum order value is currently at $20.
We decided to introduce a minimum order value to cover the basic costs that arise with each order. There are fixed cost for each and every order, regardless of order value (shipping labels, boxes, customs documents, storage etc.).
This in turn allows us to keep the item costs at the lowest possible rate. Thank you for understanding.

IS MY PERSONAL INFORMATION SECURE?
We do not pass your personal data to any third parties. All collected data is solely for processing purposes of your order. You can have all of your personal data erased from our database at any time. Simply send us an e-mail request and we will take care of the rest.

IS THERE A QUANTITY LIMIT ON YOUR PRODUCTS?
A small amount of products on our website, such as baby formula, have a quantity limitation. Most other items however are available in large quantities.
Please Note: If you order more than 20 units of any item your processing & handling time might increase by up to 7 additional business days as we have to stock up fresh supplies for your order with our wholesale suppliers first.

HOW DO I REDEEM MY EARNED REWARDS POINTS?
Registered customers with www.GermanShop24.com will earn rewards points with every order. These rewards points can be redeemed with your next purchase on our website. You may also accumulate them and use them at a later date. To see your rewards point balance simply log into your customer account, go to MY ACCOUNT and click on MY POINTS. Each rewards point counts for $0.05.

I CAN NOT FIND A SPECIFIC PRODUCT – WHAT SHOULD I DO?
If you are looking for a certain product that you don't see on our page just simply contact us by using the Live-Support button on our webpage or contact us via e-mail. If we can locate a product for you we will be more than happy to add it to our assortment. Please do understand that we can not accommodate every item suggestion.

HOW DO I GET FREE SHIPPING ON MY ORDER TO THE U.S.?
We offer free shipping to the U.S. on all orders of $150 and above IF the weight of the merchandise does not exceed our 10kg (22lbs) weight limitation. To see the current weight of your merchandise simply go to MY CART in the top right corner of your screen and click VIEW CART. Our system will tell you the total weight of your order at the bottom right of the screen. The shipping charges will automatically be waived during check out process if your order qualifies for free shipping. No special codes needed.

Please Note: Should your order exceed our 10kg weight limitation we will be issuing a 15% discount instead of the free shipping option.

I RECEIVED FREE SHIPPING, CAN I UPGRADE TO PRIORITY SHIPPING?
Our free shipping option is exclusively for FedEx International Economy Shipping. It is also not an option to pay the price difference to FedEx International Priority Shipping.

CAN I CANCEL OR MODIFY MY ORDERS?
Orders can easily be cancelled or modified within the first 12 hours after they have been placed. Just give us a call at (916)273-6029. Please know that we can not accept requests for changes or cancellations if your order has already been shipped.

Cancellation requests as well as removal of items from your existing order past the 12 hour time frame are subject to a 30% restocking fee. This fee can not be waived!

CAN I USE MULTIPLE COUPON CODES?
No, our system will automatically use the last coupon code that was applied by the customer and delete any previously added coupon codes.

Please Note: If you already receive our 15% discount (on all orders of $150+ that exceed the 10kg weight limitation) you will not be eligible for any additional coupon codes and discounts. Should you however add an additional coupon code you will automatically overwrite the 15% discount that was previously applied by our system.

NON-AVAILABILITY OF MERCHANDISE!
Where a product is out of stock we may modify or substitute the unavailable products in exchange for merchandise of equal or greater value, at OUR discretion, and without prior notice.

ABOUT COOLED SHIPPING!
We offer high quality insulation materials as well as ice packs to help keep your order cool in transit. This simple measure helps prevent heat related damage, and ensures that your products arrive safe and in great condition.

Please note that the cooled shipping option is only able to retain the temperature of your goods for 30-40 hours. We highly recommend pairing the cooling supplies with our faster Priority shipping method for all heat sensitive and perishable items. This crucial step will help minimize exposure during transit. You may choose the slower Economy shipping at your own risk, however we can not guarantee that the merchandise will arrive unharmed and without major damage.

ATTENTION: Please contact FedEx directly to request a hold at your local station if you are not able to receive your order on the very first scheduled delivery date. We are not responsible for any damages occurring after a failed first delivery attempt.

MY QUESTION IS NOT LISTED?
Don't worry – we are here to assist you.

  • via Live Support button on our webpage
  • via e-mail
  • or simply call us at (916)273-6029

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