FAQs

1. Account & Contact

How can I contact Praxisdienst?

If you have questions about products, orders, or services, you can reach us at any time by email at info@praxisdienst.com or by phone at +49 (0)6502-9169-0.

Do I need to create an account, or can I order as a guest?

No, creating an account is not mandatory – you can also order as a guest. However, an account offers several benefits:

• View current and past orders
• Download invoices
• Easier management of returns
• Quickly repeat previous orders

Even if you initially order as a guest, you can create an account later at any time. If you have difficulty registering, please contact our customer service.

2. Orders

I need an official quotation before ordering. Is that possible?

Yes. If you require a quotation in advance (e.g., for an official order or internal approvals), please email us at info@praxisdienst.com.

Please include:

• Billing address
• Delivery address (if different)
• Item number(s) and desired quantity (including color/variant if applicable)
• VAT ID / NIP / tax number if applicable
• Preferred payment method

You will receive a non-binding quotation. If accepted, payment is usually made via bank transfer or according to the payment options available in your country.

I placed an order but did not receive a confirmation. What should I do?

After each successful order, an order confirmation is automatically sent by email. If it does not arrive, this is usually due to:

• Incorrectly entered email address
• Spam filter

Please check your spam folder. If you cannot find the email, contact us and provide, if available:

• Order number
• Name used for the order
• Email address used
• Billing address or postal code
• Ordered item number(s)

We will update your email address if necessary and resend the confirmation.

3. Shipping & Delivery

What general information should I be aware of regarding shipping?

Please note:

• We have no direct influence on the internal processes of parcel services.
• The tracking information you receive via the link is identical to the data available to us.
• Delays due to high parcel volume, holidays, weather, construction, etc., are possible at any time.
• Order as early as possible, especially if you need items urgently.

We are happy to support you with delivery issues, but contacting the parcel service directly is often the quickest solution. Always have your order or shipment number ready.

Do you ship to my country?

Yes, we ship worldwide. If your country is not selectable in the online shop, you can still place an order by emailing us.

Please provide:

• Billing address
• Delivery address (if different)
• Item number(s) and quantity
• Preferred payment method

You will receive a non-binding quotation including shipping costs within approximately 1–3 business days.

How quickly will I receive my order?

Delivery time depends on the destination country and product availability. In many countries, delivery within 1–3 business days after dispatch is possible.

• In France, delivery typically takes 2–3 business days if the item is in stock.
• In other countries (e.g., Netherlands, Belgium, Germany), delivery often occurs within 1–2 business days.

Exact delivery times can be found in the shipping table under Shipping & Delivery in the shop.

Which products are shipped by freight and what should I consider?

Heavy or bulky furniture and devices are shipped free of charge via freight. This service currently applies to Germany, Austria, Luxembourg, Belgium, the Netherlands, and Denmark. Additional costs may apply for other countries.

Please note:

• The freight company will notify you in advance of the delivery time. Always provide the recipient's email and mobile number.
• Delivery is to the curbside.
• Access, entrances, and stairways must allow the transport team to carry the goods without obstruction.
• Deliveries to islands may take longer.

Do you offer express shipping?

Express shipping is currently only available in certain countries (e.g., Germany; partially Belgium, Netherlands, Luxembourg) and depends on stock availability. Whether express delivery is possible for your address and the conditions that apply can be found in the Shipping & Delivery section of your country shop.

Has my order been shipped?

Once your order leaves our warehouse, you will receive a shipping confirmation by email with a tracking link/shipment number and can check the shipping status in your account (open orders, shipping status).

If your order still appears as "open" or "not shipped," please contact us with your order or customer number. If you did not receive a shipping confirmation, this may also be due to an incorrect email address.

My order has been shipped – when will it arrive and how can I track it?

With the shipping confirmation, you will receive a tracking link or shipment number to track your package online step by step. You can also use the DPD Predict app to adjust delivery options.

Estimated delivery times per EU country are listed in the shipping conditions.

What do messages like "Not ready for shipment," "This item will be available soon," or "Item is being ordered for you, we will deliver as quickly as possible" mean?

These messages mean, depending on the item:

• The item is currently out of stock, but the next shipment is already on the way.
• The item is not stocked permanently – e.g., sterile products with short shelf life, expensive or technically complex devices, or custom-made products (e.g., furniture). These are procured after ordering to ensure you receive the latest version or freshest goods.

Tip: Ordering such items secures your place in the delivery queue and reduces waiting time once the goods arrive. For availability or delivery questions, please provide the item number (e.g., Art. No. 123456).

My item is listed as "in stock" but has not been shipped – why?

Possible reasons:

• Incorrect email address: the shipping confirmation was sent to a wrong address.
• Variant not in stock: Many items have variants (size, color, etc.). While one variant is in stock, your chosen variant may have been unavailable at the time of order. Check stock notes (green/yellow) per variant.
• Larger quantity ordered: You ordered more than available in stock, and we are waiting for the remaining shipment.

If your order is urgent, please contact us – we will try to find a solution together.

Tracking link / shipment tracking does not work – what can I do?

The tracking link or shipment number is generated once your package leaves our warehouse and is scanned. It may take some time before the first tracking data appears in the parcel service system (sometimes up to 1 hour, in rare cases until the evening of the same day).

Please try again later. If the problem persists, contact our customer service or the parcel service directly and have your shipment number ready.

4. Damaged Delivery & Complaints

My order arrived damaged. What should I do?

If your delivery shows visible damage to packaging or products, please follow these steps:

1. Document the damage: Take photos of the package, packaging, and damaged goods.
2. Report the damage promptly: Contact us as soon as possible (in some countries within 7 days) by email, including your order or invoice number and the photos.
3. We will assist you with handling the claim with the parcel service or manufacturer.

Important when accepting the package:

• You can sign "under reservation" or
• refuse acceptance of the package due to visible damage.

This immediately notifies the parcel service of possible transport damage and usually speeds up the process. A normal signature without reservation may complicate later claims.

5. Payment & Prices

How are prices displayed in the shop? How can I see the total price?

All prices in the online shop are displayed as net prices, excluding VAT and shipping.

To see the total price:

1. Add the desired items to your cart.
2. Proceed to checkout – VAT and shipping costs will be automatically calculated based on the delivery address.

This step does not commit you to a purchase.

Can I pay in a different currency (e.g., EUR, CHF, PLN)?

Payment in a different currency is not possible. The currency is determined solely by the selected country and cannot be changed.

Our practice/company is VAT-registered – do we still have to pay VAT?

We accept valid EU VAT identification numbers (VAT ID, USt-IdNr., NIP, etc.).

• For online orders, enter your VAT ID during checkout.
• The system automatically verifies it in the EU database.
• If valid and conditions for intra-community delivery are met, VAT is automatically removed (0%).

Important:

• Always include the country code (e.g., DE…, FR…, PL…, NL…, IT…).
• In some countries (e.g., Poland), national tax rates are applied if intra-community rules are not used; these are correctly displayed at checkout.

If you order by email or order form, please include your VAT ID for the invoice or quotation.

Is cash on delivery or purchase on account possible?

• Cash on delivery (payment to the courier) is generally not offered.
• Purchase on account with payment terms is only available in certain European countries under defined conditions. If available, it will appear as a payment option at checkout.

Which payment methods are available?

Orders within Germany can be paid via:

• Invoice
• PayPal
• Credit card
• Prepayment
• Leasing or installment payment
• Direct debit

More information at Payment & Financing.

Can I pay my invoice by credit card?

Yes, in many cases. A payment link is often included in the order confirmation or separate payment email, allowing payment via credit card or PayPal. If the link expires, contact us for a new one.

Can I receive a discount?

Our prices are already highly competitive, and many items have quantity discounts. Additional discounts are rarely possible. For large orders, you can request an individual quote, providing:

• Item number(s)
• Desired quantity
• Delivery country / destination
• Billing and delivery address (if applicable)
• VAT ID

We will check if a discount is possible and respond with an offer.

6. Products & Product Information

I need more information about a product. Who can I contact?

We provide as much information as possible on our product pages:

• Detailed product description
• Technical data
• Variants (size, color, etc.)
• Product FAQs, if available

If you cannot find what you need, contact our customer service. Please note that as a retailer, we rely on manufacturer information. For highly technical questions, it may be better to contact the manufacturer directly. Relevant product information such as manufacturer, manufacturer item number, and EAN is listed in the Product Identification section.

Do you offer product samples or free trials?

No, we cannot provide free samples. Contact the manufacturer directly if you require a sample.

My ordered product no longer works properly – what should I do?

If a product ordered from us malfunctions, please:

1. Email us at info@praxisdienst.de describing the issue.
2. Provide photos or a short video if possible.
3. If the issue cannot be resolved remotely, send the item back for inspection.

If the item cannot be repaired, it will be returned to the manufacturer or replaced according to the warranty terms.

How do I claim a warranty?

• Contact with problem description
• Include photos/videos if possible
• Send the product for inspection

If the manufacturer confirms a warranty case, a repair or replacement will be carried out.

My ordered item looks different than the photo in the shop – is this normal?

Product images are examples. They may show:

• Accessories or application examples not included in the delivery
• A specific variant (color/size) different from what you ordered

The official delivery contents are always as stated in the product description and details.

How can I find a product from a brochure or flyer in the shop?

Enter the 6-digit item number without spaces into the shop search field and press Enter. The product will appear in the search results.

How do I select the correct size/variant of a product?

On the product detail page ("More" button), you can:

• Select the variant (size, color, model)
• Specify the desired quantity
• Add the item to your cart via "Add to Cart"

The billing address cannot include the buyer’s name – what should I do?

If your company requires no personal name on the invoice, enter a dash "-" or asterisk "*" in the first and last name fields, and enter the company name in the company field.

7. Returns, Invoices & Documents

How can I return an item?

Items can usually be returned within a set period (e.g., 14 days after receipt).

Please follow the instructions on the Returns & Refunds page, which provides:

• Instructions for returning items

8. Payment

Which payment methods are available?

We offer various payment methods depending on your country, including: 

• Credit card (Visa, Mastercard, American Express) 
• PayPal 
• Bank transfer / advance payment 
• Invoice (available for verified business accounts) 

Other local payment methods may also be available in your country. You can select the payment method during checkout. 

Is payment secure?

Yes. All payments are processed securely using industry-standard encryption. Your payment information is never stored on our servers. 

Can I pay by invoice?

Invoice payment is generally available for verified business accounts. New customers or private individuals may not automatically have this option. To enable invoice payment, please contact our customer service to verify your account. 

9. Returns & Cancellations

Can I cancel my order?

You may cancel your order free of charge up to the point when it is handed over to the courier. After dispatch, the standard returns procedure applies. 

How do I return a product?

To return a product, please follow these steps: 

• Contact our customer service to request a return authorization. 
• Ensure the item is in its original packaging and unused (except for hygiene exceptions such as gloves or single-use items). 
• Ship the item to the address provided by our customer service. Please keep the shipping receipt as proof. 

After receiving and checking the return, we will process the refund to the original payment method. 

Are there costs for returning a product?

Returns are generally free within Germany for standard items. For other countries, return shipping costs may apply. Any exceptions will be communicated during the return process. 

10. Product Information

Are all products in stock?

We continuously update our stock. However, occasional out-of-stock situations can occur. If an item is unavailable, you can either choose an alternative or be notified when it is back in stock. 

How can I get detailed product information?

Product pages contain full specifications, images, and descriptions. For additional questions or technical details, please contact our customer service via email or phone. 

Do you provide samples or trial items?

For certain medical and hygiene products, samples may be available for professionals. Please inquire via email with your professional credentials and intended usage. 

11. Data Protection & Privacy

How is my personal data used?

Your personal data is used solely for order processing, customer service, and legal obligations. We do not sell your data to third parties. 

Is my data secure?

Yes. All personal information is protected using modern encryption and security standards. Only authorised staff have access to your data. 

Where can I find your privacy policy?

Our detailed privacy policy is available at Privacy Policy. It explains data collection, usage, storage, and your rights as a customer.