Service FAQ

ANSWERS TO FREQUENTLY ASKED QUESTIONS

HERE YOU WILL FIND ANSWERS REGARDING OUR SHOP AND INNOMETICS

 

Ordering


How do I find a specific item in the online shop?

At the very top next to our INNOMETICS logo, you will find the search field "Search for product, recipe, ...", where you can enter the item you are looking for, the item number, or a keyword.

Or

You can go to "Shop" and search specifically within the respective main product groups for the desired item.


How can I determine if a product is available in the desired quantity?

Select the desired quantity for your chosen item in the shop, and you will see information in the field below indicating whether that specific quantity is in stock.

In case of high demand and overlapping orders, it may happen that an item is still shown as available even though it is already out of stock.
In this case, we will issue you a credit note for payments made via prepayment or PayPal.

For inquiries regarding special quantities, please contact us at office@innometiko.shop


Do I have to register to order in the online shop?

No, you are welcome to place an order without registering. However, your name and address must be complete and correct for delivery.

Registering for a customer account offers you the following advantages:

    • your open shopping cart remains saved for your next visit,
    • you get an overview of your recent orders as well as the processing status of your current order,
    • your billing and shipping addresses will be saved for future orders.


Can I also order by e-mail or telephone?

You are welcome to order by e-mail at office@innometiko.shop . Please include your name and correct address as well as your e-mail address for order confirmation. Payment methods for e-mail orders are prepayment and PayPal.

Orders by telephone are only possible in individual cases at +43 650 88 30 747.


Can I also order from abroad?

We ship our packages with DPD. Shipping to Austria and Germany is capped at EUR 5.90/order. To all other EU countries, the flat shipping and handling fee is EUR 24.90/order. Shipping to Switzerland is capped at 29.90 Euro net.

For further orders outside the EU and EEA, please contact us before placing your order at office@innometiko.shop. We will calculate your shipping costs individually.

Further information can be found under "Delivery and Payment Terms"


How can I determine if my order has been received by the online shop?

After we have received your order, we will immediately send an order confirmation to the e-mail address you provided.
If you have not received this, please check your spam or junk folder and contact office@innometiko.shop


Is there a minimum order value?

The minimum order value is € 20.



Payment


How can I pay?

An overview of payment methods and shipping costs can be found under Delivery and Payment Terms.


What is meant by prepayment?

When paying by prepayment, you will receive a detailed order confirmation (goods value plus shipping costs) and our bank details at your registered e-mail address after your order is received.

Please transfer the due amount within 7 days, indicating your order confirmation number. As soon as the payment has been received by us, we will ship your ordered goods.


What happens if the payment deadline for prepayment is exceeded?

If the invoice amount has not been received by us within the specified payment period of 7 days, your order will be cancelled.


Can I also pay by credit card?

You can pay via PayPal (without a customer account) with Visa/Mastercard.


Do I have to pay double shipping costs if my order consists of two packages?

No, the flat delivery and packaging fee is only charged once per order, regardless of weight and package size.


Delivery and Shipping


Which logistics partner is used to ship the goods?

We ship our packages CO2-neutral with DPD and their partners abroad.


Can I pick up my order in Breitstetten?

Currently, this is unfortunately not possible.


When can I expect delivery of my goods?

We deliver in-stock goods within 48 hours; for prepayment, at the latest 48 hours after receipt of payment. If an item is not in stock (which normally does not happen or is displayed in the shop), we will inform you about the delivery time and deliver as quickly as possible.

Gift vouchers are sent by e-mail, so naturally there are no shipping costs.

Further information can be found under Delivery and Payment Terms.


Which countries do you ship to and how much are the shipping costs?

Please check this in the Delivery and Payment Terms.



Personal Data


Where can I view, change, or delete my data?

If you have created a personal customer account, you can view all saved data under "My Account" and "Dashboard". There, you have the option to change your data or view current and past orders.
To log in, please enter your e-mail address and your personal password.


I have forgotten my password, what can I do?

Please click on the "Forgot Password" field in the "My Account" section. You will then be prompted to enter your e-mail address. We will then send you a link by e-mail to change your password.


How is my personal data handled?

Protecting your privacy is important to us. In the footer of the "Service" section, you will find the link "Privacy Policy". There, we inform you about the handling of your data.