FAQ
Frequently Asked Questions
Order
Is a minimum order value required?↓
No, there is no minimum order value required with us.
Do we, as a company, receive special conditions?↓
We do not differentiate between private and business customers. The same prices apply to both in the online shop. If you want to purchase larger quantities, please send us an inquiry here.
Do you offer discounts?↓
We avoid short-term discounts because we want to offer you long-term value. Sign up for our newsletter here to not miss any promotions and discounts.
Can I buy a product that is not listed in the online shop?↓
We are constantly expanding our range. You can send us an availability request anytime via email at sales@wsu-industrials.com here.
Are there alternative products?↓
Often, there are products available in different versions. Our team will be happy to assist you. Just contact our customer service here.
Returns & Cancellation
How long is the right of withdrawal?↓
You have a 14-day right of withdrawal. Further information can be found in our terms and conditions here.
What are the return conditions?↓
You can return the goods within 14 days of receipt. Please ensure that the goods are unused and in their original condition. You can find more information in our cancellation policy here.
What is your return address?↓
Please send the return to: WSU INDUSTRIALS GmbH, Returns Department, Pascalstraße 17, 52076 Aachen
Can I drop off a return in person?↓
Yes, you can drop off your return directly at our location.
How long does it take to process my complaint?↓
Each complaint is processed individually. You will be informed about the status and next steps.
What is the status of my return?↓
You can check the status using the tracking information of your shipping provider. Once we receive the return, the goods will be inspected, and you will receive the credit note via email.
Am I entitled to a credit after a return?↓
After the goods inspection, you will receive the credit back to the payment method you used for the order.
Shipping & Payment
Do you offer free shipping?↓
We consistently offer low shipping costs. Sign up for our newsletter here to take advantage of shipping promotions.
Why does the customer pay for return shipping?↓
The return shipping cost ensures that we can offer the best prices. Use our free product advice to avoid returns and find the best products for your needs.
How do I get the tracking number?↓
You can find the tracking number in your customer account under "Orders". You will also be informed by email about the shipping status.
How long does delivery take with prepayment?↓
The receipt of payment delays processing by approximately 1-2 days. Once payment is received, your order will be processed immediately.
Can I have my package delivered to a preferred location?↓
With the tracking number, you can redirect delivery to a preferred location via the DHL or DPD apps.
Do you deliver to parcel stations?↓
We do not deliver directly to parcel stations. However, you can instruct the shipping provider to redirect your package to a parcel station.
Where is my package? It's marked as delivered, but I haven't received it. ↓
Please contact us via email so we can investigate the whereabouts of your shipment. Investigations may take a few weeks.
What happens if I'm not at home? ↓
The delivery service usually leaves a notice if your package has been dropped off at a local pickup point. You can take further steps using your tracking ID.
How long do freight deliveries take? ↓
Freight deliveries take a little longer and will be announced via email.
How can I change the delivery address after placing my order? ↓
Changes are possible with some limitations. Please send us your request via email at support@wsu-industrials.com.
Refund & Payment
When will I receive my refund?↓
Your credit will be automatically refunded to the payment method you used for the order. For prepayment, please provide us with your bank details.
My invoice correction/credit is incorrect. What should I do?↓
Please contact us via email at support@wsu-industrials.com so that we can review the case.
How can I complete my order if the payment failed?↓
Please select an alternative payment method. If the first payment was charged, please inform us immediately.
Miscellaneous
Is it possible to combine gift cards?↓
We currently do not offer gift cards. Occasionally, we offer vouchers during promotions. However, they are not combinable.
Is there an alternative shipping status? ↓
If the shipping status shows "delivered" but you haven't received the goods, please contact our customer service. We will investigate the whereabouts of the shipment.