Support FAQs

Depending on the delivery address of the recipient, you can choose from different shipping methods.

Our goods are dispatched as fast as possible. If you do not want your order to be dispatched at the next possible date, you can enter a later date (desired dispatch date) during the completion process. The actual dispatch date will be given in the order confirmation.

In the ‘Orders’ section 1 select your desired order 2.

In the detail view in the ‘Order history’ tab 3 you will find the current status of your order.

If your order has already left our facility, in the ‘Deliveries’ tab 4 the current delivery status can be tracked via the forwarder’s tracking link 5.

It is a complaint if the delivery does not match the order (e.g. wrong quantity, wrong items, packaging damaged, product defect). It is a return if the items delivered match the order but you do not need them any more.

To make a complaint, go to the ‘Orders’ tab in your account on the Meusburger portal and select ‘Completed’. Select the appropriate order. Here you can select individual items to make a complaint about them. If you wish to complain about the whole order, please click on the ‘Entire order …’ button located at the top right and then ‘Make a complaint’. In this short video guide you see how to lodge a complaint.

To start a return, go to the ‘Orders’ tab in your account on the Meusburger portal and select ‘Completed’. Select the order from which you wish to return items. Here you can select individual items to return them. If you wish to return the whole order, please click on the ‘Entire order …’ button located at the top right and then ‘Return’. In this short video guide you see how to request a return.

Please note that only those items which have been delivered to you within the last 6 months can be returned. Items which were made according to your requirements cannot be returned. The return costs are borne by you, the customer.

The collection date is the day that the goods are ready to be collected from your premises. If you organise the return of the goods on your own, the collection date is not a required field. If the goods are to be collected by Meusburger, the collection date is shown for you on the return note. In both cases, please wait for our return note and enclose it with the goods. We cannot process returns without a return note. If the return note is missing, we will charge an administration fee of EUR/CHF 25.

In the event of a return, you will receive the invoice amount, minus any costs incurred, as a credit note. A refund by bank transfer is not possible. The credit note will be issued after we have received the returned items. Only items that are found to be new during the inspection can be credited.

In the detail view of each offer/order, you will find all related documents such as the quote, the order confirmation, the delivery note, the invoice and the credit note in the ‘Documents’ tab 1. You can also download the documents in this tab. To do so, select the desired document 2 and click on the ‘Download’ button 3.

In the shopping cart or a parts list, you can add information per position via the notes (e.g. project number, internal item number), which will then be printed on the receipts and the respective label on the packaging. This information is only relevant for you as the customer, not for Meusburger as the supplier.

There are different ways you can use the parts list in the Meusburger portal.
This video introduces the key points.

In the shopping cart or in a parts list, you can get to the item import via button 1.

Here you can add items to the shopping cart/parts list via the search fields 2. You can add notes 3, adjust the quantity 4, and add more position rows to the list 5. Single rows can be deleted using the trash can icon 6 and the entire list using the ‘Delete all rows’ button 7.

The item import allows you to easily import Excel spreadsheets into the portal. This not only saves you time, but also reduces errors and maximises convenience. Learn how to use the item import in this video.

In order to upload MEU files from the offline catalogue in the item import, select the ‘MEU file’ tab 1. Use the drag-and-drop field 2 to upload the desired file.

You can then add your items to the list 3. Then click 4 to add the items to your shopping cart / parts list.