Order
When will I receive my order?
If your order is received by 2 p.m. (Monday - Thursday), your order will be shipped the same day and usually delivered the following day . We will ship your order on Fridays if it is received by 11 a.m. - delivery will take place on Monday.
I haven't received my order (yet)?
Please contact us and we will immediately check the exact shipment status.
Can the order be sent to a different delivery address?
Of course. Please specify the different delivery when ordering.
I want to cancel my order. How do I proceed?
Please inform us as quickly as possible, preferably by telephone .
We will then cancel your order. You will receive confirmation of the cancellation by email.
My order has not been delivered (yet). How is the status?
After the goods have been shipped, you will receive an email with the respective package number and the link for tracking the shipment.
Optionally, you can also reach us using the contact details provided and we will help you immediately.
Do you offer discounts on prices in the online shop?
You can find our discounts and discount codes for new customers in the notification bar at the top.
We ask dealers to contact you (by phone, email or contact form).
Opening hours (Office)
You can reach us Monday - Thursday from 7:00 a.m. to 4:30 p.m. and Friday from 7:00 a.m. to 1:15 p.m. The contact data can be found in the imprint.
shipping
Which parcel service will take my order?
We send our parcels with the parcel service GLS .
Where is my order?
Once the order has been shipped, you will receive a GLS tracking number for each package, which you can use to track the delivery online.
How can I track my shipment online?
You can track every GLS package online with the tracking number at: https://www.gls-pakete.de/versandstracking
Is delivery also possible on weekends?
Our packages are delivered exclusively from Monday to Friday.
I need my order urgently. Is express shipping possible?
Express shipping is possible - please specify your request when placing your order.
Delivery takes place exclusively from Monday to Friday.
The express surcharge will be charged. Depending on the package size and the order quantity, the express surcharge may vary.
Always up to date with the GLS app! Where can I find the app?
Overview of your shipment(s), track parcels conveniently and easily, send parcels yourself, etc. ALL possible with the GLS app (in the App Store or Google Play).
Products & range
I would like to receive samples of selected items. How do I proceed?
We would be happy to send you some product samples to view. You can find all information about the process here: Sample
Are XPS menu trays banned?
No - you can continue to use these bowls as usual. In the event of a ban, you will already find some alternatives here .
Can I only offer reusable items?
No , you can still offer your disposable packaging. You just have to have reusable containers available, as consumers have had the right to receive take-away food and drink in reusable containers since January 2023.
! ! ! There is even an exception! ! !
Sales outlets such as snack bars and kiosks with no more than five employees and a sales area of no more than 80 square meters are exempt from the reusable offer requirement.
I have questions. Is there an option for telephone advice?
Very gladly! You can reach us at 0800 / 6643411.
MON - THURS from 7:00 a.m. to 4:30 p.m
Friday from 7:00 a.m. to 1:15 p.m
How do I obtain specifications and/or declarations of conformity?
We ask that you contact us (by telephone, email or contact form) stating the item(s). The requested documents will then be made available to you immediately.
Invoice & Accounting
I haven't received an invoice. How can I request these?
As a rule, your invoice will be sent with the delivery. If you have not received an invoice, you can easily request one by telephone, email or using our contact form.
Can I also pay by invoice?
Unfortunately not in the online shop (yet). Initial orders must generally be paid in advance.
If you have already placed and received an order with us, you can also contact us directly. You can find your customer number on the invoice. Shipping by invoice is now possible.
Complaints & returns
Items were delivered damaged. What do i have to do?
Of course that shouldn't happen. We take responsibility for this! Please inform us immediately by email, telephone or using the contact form. We will help you within 24 hours and offer a solution (credit / exchange / return).
What is the process for a return?
All you have to do is repackage the complained items safely. We will then commission our parcel service, who will collect the shipment from you free of charge .
Packaging law / licensing
What do I have to consider regarding the licensing of the packaging?
All information on the subject of “Licensing” can be found in the “ Service ” section above.
Newsletter & Advertising
How can I unsubscribe from the newsletter?
You can unsubscribe from the newsletter in your customer account. Optionally, you can also inform us by email, telephone or using the contact form. We will remove you from the mailing list immediately.