FAQs

FAQ Customer

Search through our FAQs to find the answer to your question or browse the categories below.

Top FAQ

Warehouse Shipment (vs. Drop Shipment)

Items will be sent and stored to/at our German Warehouse. We wait for your notification how to proceed: e.g. consolidating with different shipments. Store it up to 60 days for free.

Selecting Warehouse Shipment will ship your item to our myGermany warehouse, where we store it 60days for free. You can shop anything else in Germany and get it also shipped to our warehouse. Thus, we can consolidate for free and ship several of your (myGermany and non-myGermany) purchases in one package, which will safe you shipping costs. Warehouse Shipments will be maintained in your myGermany.com Account, where we provide item conditions, pictures, and much more features such as attach/remove documents, shrink/consolidate/separate package etc.

You can select between several shipping providers and methods, such as Economy, Premium, or Express.

Drop Shipment (vs. Warehouse Shipment)

If you choose Drop Shipment, the goods will be shipped directly to you, in this case the goods will not be stored in our warehouse (unlike Warehouse Shipment link) and consolidation with other products is not possible. Drop Shipment can be selected directly when completing your order. You can choose between several shipping providers, the shipping costs may vary depending on the shipping provider. We will prepare all relevant customs and shipping documents for you, only the customs duties have to be paid by you. The goods will be delivered directly to you.

Return, warranty and guarantee

Your item is still with us in Germany: Select Return in your account and we will get in touch with you within 24h. As long as your item is with us in our warehouse, you can return the items and you bear inland return shipment costs for Germany.
Your item has arrived in your country: If package is already arrived at your final destination, we handle the entire process but you would need to bear the international shipping costs. Depending upon the terms and conditions of an international sale extra fees might fall.
Depending on the original seller’s policy, in both cases fees might apply.

Import Clearance & Fees. Customs Duties, Who Pays Customs Duties?

The recipient / end customer is responsible for this. myGermany sends parcels in Inkoterm DAP - this means that parcels are delivered to the door of the end customer. In the country of delivery the customs can check parcels randomly and thus charge the recipient with import taxes and duties. This usually happens during the shipping process by the carrier, who charges the customer for these taxes during or before the package is delivered to him. For express deliveries, the package always passes through the customs of the country of delivery.

Should the end customer not pay the import duties, the package will be returned to myGermany on the customer's invoice.

Which services?

We at myGermany creat a hastlefree and trustworthy service to ship German goods internationally. Through our expertise in international shipment, we tacke care of all your wishes.

We at myGermany offer a variety of services which allows us to access German products.

With our service

Through your personal account on our website, you get power to access the German market just in a click. We offer you strong guidance and support with a quick response to your queries and with international tracking, all in your account. We also give you insights in your packet, after you coney it to us. We make a hassele free transaction by doing the documentation process for customs. With our international shipping partners we make sure that our product gets delivered to you.

Consolidation enables you to buy more and save on international shipping.

Warehouse Shipment enables you to check your products digitally before we forward it to our international Shipping partners.

Concierge Service enables you to interact with our Englisch speaking customer expert and understand your requirements. This saves you time in communicating in German and gets you what you want. This is also know as Drop Shipment.

If your product gets damaged in the delivery, we also help you with your claims in english.

Consolidation Can I buy prodcuts from different sellers in Germany and get it shipped to me?

Yes, this is possible.

You can consolidate products from different sellers in CheckOut. Possible options are displayed in CheckOut.

If you have your goods sent to our warehouse, we can consolidate more shipments there within the 60 days free storage time!

How does myGermany calculate the shipping time (delivery runtime estimation)?

In Warehouse Shipment the seller defines the shipping time to our warehouse. Often it is between 1-2 days as the shipment in Germany is fast.

For the Drop Shipment directly to customer we use the given delivery days from our carriers. For the express shipments, the delivery times are guaranteed, but already included a possible delay up to five days. The Non-Express deliveries do not represent a guarantee of the term because.

Shipping & Logistics

Warehouse Shipment (vs. Drop Shipment)

Items will be sent and stored to/at our German Warehouse. We wait for your notification how to proceed: e.g. consolidating with different shipments. Store it up to 60 days for free.

Selecting Warehouse Shipment will ship your item to our myGermany warehouse, where we store it 60days for free. You can shop anything else in Germany and get it also shipped to our warehouse. Thus, we can consolidate for free and ship several of your (myGermany and non-myGermany) purchases in one package, which will safe you shipping costs. Warehouse Shipments will be maintained in your myGermany.com Account, where we provide item conditions, pictures, and much more features such as attach/remove documents, shrink/consolidate/separate package etc.

You can select between several shipping providers and methods, such as Economy, Premium, or Express.

Drop Shipment (vs. Warehouse Shipment)

If you choose Drop Shipment, the goods will be shipped directly to you, in this case the goods will not be stored in our warehouse (unlike Warehouse Shipment link) and consolidation with other products is not possible. Drop Shipment can be selected directly when completing your order. You can choose between several shipping providers, the shipping costs may vary depending on the shipping provider. We will prepare all relevant customs and shipping documents for you, only the customs duties have to be paid by you. The goods will be delivered directly to you.

Return, warranty and guarantee

Your item is still with us in Germany: Select Return in your account and we will get in touch with you within 24h. As long as your item is with us in our warehouse, you can return the items and you bear inland return shipment costs for Germany.
Your item has arrived in your country: If package is already arrived at your final destination, we handle the entire process but you would need to bear the international shipping costs. Depending upon the terms and conditions of an international sale extra fees might fall.
Depending on the original seller’s policy, in both cases fees might apply.

Delivery Charges. How much do I have to pay for delivery?

You only pay for the shipping of the products and the products themselves. You can get an overview of the estimated shipping rates in the checkout (if we know the goods and destination address), or here: https://www.mygermany-store.com/shipping-cost-calculator/

If you send goods to our warehouse (Warehouse Shipment instead of Drop Shipment), additional free and mandatory services can be used there (see https://mygermany.com/cost-overview/ and https://mygermany.com/shipping-address-and-package-forwarding-service/.)

Consolidation Can I buy prodcuts from different sellers in Germany and get it shipped to me?

Yes, this is possible.

You can consolidate products from different sellers in CheckOut. Possible options are displayed in CheckOut.

If you have your goods sent to our warehouse, we can consolidate more shipments there within the 60 days free storage time!

What packing dimensions do you use?

We need to orient on the packing requlations of our international courier service. They are 120x60x60cm and the products are packed by the seller. Our controlling team repacks it if necessary and in that case we orient on stable high end packing material with orientation 70x50x50cm.

How does myGermany calculate the shipping time (delivery runtime estimation)?

In Warehouse Shipment the seller defines the shipping time to our warehouse. Often it is between 1-2 days as the shipment in Germany is fast.

For the Drop Shipment directly to customer we use the given delivery days from our carriers. For the express shipments, the delivery times are guaranteed, but already included a possible delay up to five days. The Non-Express deliveries do not represent a guarantee of the term because.

Packages & Packaging

Packaging International packaging

We instruct our partners in Germany to use high quality international packing material. But we go an extra mile for you and check it again. If any defects apper, we make sure to rectifie them so that your product gets best protection.

Consolidation Can I buy prodcuts from different sellers in Germany and get it shipped to me?

Yes, this is possible.

You can consolidate products from different sellers in CheckOut. Possible options are displayed in CheckOut.

If you have your goods sent to our warehouse, we can consolidate more shipments there within the 60 days free storage time!

What packing dimensions do you use?

We need to orient on the packing requlations of our international courier service. They are 120x60x60cm and the products are packed by the seller. Our controlling team repacks it if necessary and in that case we orient on stable high end packing material with orientation 70x50x50cm.

Communication

Can I ask questions related to products, can I contact merchants directly?

Yes, we provide a ticketing service where you can directly communicate with the seller and myGermany.com. We all participate in the conversation; therefore, you need to be logged in/registered.

Customs & Tax

Import Clearance & Fees. Customs Duties, Who Pays Customs Duties?

The recipient / end customer is responsible for this. myGermany sends parcels in Inkoterm DAP - this means that parcels are delivered to the door of the end customer. In the country of delivery the customs can check parcels randomly and thus charge the recipient with import taxes and duties. This usually happens during the shipping process by the carrier, who charges the customer for these taxes during or before the package is delivered to him. For express deliveries, the package always passes through the customs of the country of delivery.

Should the end customer not pay the import duties, the package will be returned to myGermany on the customer's invoice.

Payment, Cost & Bills

What are the fees for our services?

You only pay for the shipping of the products and the products themselves. You can get an overview of the estimated shipping rates in the checkout (if we know the goods and destination address), or here: https://www.mygermany-store.com/shipping-cost-calculator/

If you send goods to our warehouse (Warehouse Shipment instead of Drop Shipment), additional free and mandatory services can be used there (see https://mygermany.com/cost-overview/ and https://mygermany.com/shipping-address-and-package-forwarding-service/.)

Delivery Charges. How much do I have to pay for delivery?

You only pay for the shipping of the products and the products themselves. You can get an overview of the estimated shipping rates in the checkout (if we know the goods and destination address), or here: https://www.mygermany-store.com/shipping-cost-calculator/

If you send goods to our warehouse (Warehouse Shipment instead of Drop Shipment), additional free and mandatory services can be used there (see https://mygermany.com/cost-overview/ and https://mygermany.com/shipping-address-and-package-forwarding-service/.)

When do I actually pay for the product?

You pay for the products and shipping immediately in CheckOut. You can get an overview of estimated shipping rates in Checkout (if we know the goods and destination address), or here: https://www.mygermany-store.com/shipping-cost-calculator/ . If you send goods to our warehouse (Warehouse Shipment instead of Drop Shipment), additional free and mandatory services can be used there (see https://mygermany.com/cost-overview/ and https://mygermany.com/shipping-address-and-package-forwarding-service/).

What payment options are there? Paypal, credit card, Bitcoin & Co...

We offer a variety of paying options like VISA, MasterCard, PayPal, UnionPay, AliPay, Yandexmoney, WeChat Pay, Coingate etc. Check here: https://www.mygermany-store.com/information-about-mygermany#po

What paying options do I have?

For product related questions you can visit seller FAQs. If your questions aren't answered there, contact us using our tickeing system where you can reach out to seller direclty. We also can help and guide you if you need extra support in understanding german, we help you with that too!

If you have quetsions related to guarantee we help you.