Frequently asked questions

 
 
  1. How can I place an order?
  2. Do I need a customer account to place an order?
  3. What are the payment options?
  4. What are the bank details?
  5. What delivery times should I expect?
  6. How will my order be shipped?
  7. Can my shipment also be delivered to Packstations?
  8. How does the ordering process work?
  9. Where can I view the order status?
  10. How can I return or exchange goods?
1. How can I place an order?

At THPG, you can order both as a private and as a corporate customer directly in the online store, by e-mail, telephone or fax. For fax orders you can download the order form here.

2. Do I need a customer account to place an order?

Yes, to place an order via the online store you need a customer account with THPG. A customer account offers you the following advantages:


» Overview of all your orders

» Order status tracking

» Simple returns processing

» Management of your delivery addresses

» Creating and sharing wishlists.


Here you can easily create a customer account.

 

3. What are the payment options?

To make shopping with us as uncomplicated as possible, we offer you payment via five different ways.
For the highest possible security, the entire ordering process and of course the payment process is encrypted by SSL.

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» Payment by invoice
You pay conveniently 14 days after receipt of your invoice. If you do not pay within this agreed period, we are entitled to charge you € 3.00 plus interest for the first and € 6.00 plus interest for the second reminder. Payment by invoice is not possible for every order.

» Payment via PayPal
You will be redirected to PayPal at the end of the ordering process. If you are already a PayPal customer, you can log in there with your user data and confirm the payment. If you are new to PayPal, you can also log in as a guest or open a PayPal account. As soon as we have received your payment, your shipment will be sent on its way. Usually it takes only a few minutes until a PayPal payment is received by us. Any credits will be transferred directly to your PayPal account.

» Payment by SEPA direct debit
Payment by direct debit is an online payment service from PayPal. You do not need a PayPal account to buy from us by direct debit. You will be redirected directly to PayPal at the end of the ordering process.

» Credit card payment (Visa, Mastercard)
Payment by credit card is an online payment service provided by PayPal. You do not need a PayPal account to shop with us by credit card. You will be redirected directly to PayPal at the end of the ordering process.

» Prepayment
Immediately after sending your order you will receive a confirmation of receipt by e-mail. There you will find all the necessary data for your transfer. When making the transfer, please make sure to include your order number in the reason for payment.

Bank Information

Account owner: Thomas Hoof Produktgesellschaft mbH & Co. KG
Bank name: Sparkasse Vest Recklinghausen
BIC/Swift-Code: WELADED1REK
IBAN: DE81 4265 0150 0090 2405 08

 


Do you have questions about the offered payment methods? Then call us at the telephone number +49 (2591) 25 90-210. We will be glad to help you.

 

4. What are the bank details?

Our bank details for SEPA transfers:

Payment recipient: Thomas Hoof Produktgesellschaft mbH & Co. KG
IBAN: DE 81 4265 0150 0090 2405 08
BIC: WELADED1REK

Please specify the purpose of each transfer. You will find this in your order confirmation email.

5. What delivery times should I expect?

Within Germany, deliverable items are usually shipped within 2-3 business days (1-2 business days by express). For all other products, you will find the delivery time on the product and in the Order overview.

Articles that are not available, are usually available again in a few weeks. You can find the exact delivery time on the product.

Articles that are manufactured for you or that our suppliers send directly to you (drop shipment items) usually have a delivery time of 2-4 weeks.

6. How will my order be shipped?

National deliveries we send with DPD and charge them with 6 euros per standard shipment or 12 euros per express shipment.

Subsequent deliveries will be shipped free of charge.

From an order value of xyz Euro we ship national deliveries free of shipping costs (except express delivery, forwarding and drop shipping items).

For international deliveries, we use UPS for certain countries in addition to DPD. You can find the shipping costs here.

7. Can my shipment also be delivered to packing stations?

No, delivery to packing stations is unfortunately not possible.

8. How does the ordering process work?

To be able to order in the THPG online store, you must first create an account. You can do this during the ordering process or you can click Login to fill out the form with your data. After completing your order, you will receive an automatically generated confirmation of receipt. If you do not receive this mail, please contact us. This e-mail serves as an order overview and does not yet represent an acceptance of the offer and an associated conclusion of the contract. The contract is concluded only after we have sent you the order confirmation. This order confirmation is binding and also contains your order number. Please give this number to our customer service in case of any queries.

9. Where can I view the order status?

After successful login to your account, you can find the current status of your order in your account under Your orders.

10. How can I return or exchange goods?

You have 30 days to exchange or return merchandise. To make a return request, please log in to your account. Under "Your Account" you will find My Returns in the navigation on the left. To make a new return request, click Request a New Return in the upper right corner. Next, select the order from which you would like to return merchandise. Now you have the option to select all the items you would like to return. Please specify the reason for return and packing status. You also have the option to add a message and pictures to your return request. Once your return request has been approved by us, we will send you a return label that you can use to frank the package. Please include the return label with the shipment so that we can process your request as quickly as possible. Please understand that the processing of the return shipment after delivery to us can take up to 7 working days.

If you have any questions that are not answered here, please feel free to send us a message or contact us by phone at +49 (2591) 25 90-210.

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