FAQ

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How can we help you?

Our SIP help section is organised by topic to make it easier for you to find the right answer!

How do I find the right item?

In the webshop, you can search by product name, keyword or manufacturer within the various vehicle groups. It is often sufficient to enter syllables in combination with the manufacturer or scooter or engine model.

You can search using both the article number and the original manufacturer number.

Our customised exploded charts make it easier for you to search for spare parts! By clicking on the respective product, you will be shown various suitable products.

Does the item fit my vehicle?

To ensure this, we recommend setting a vehicle filter when searching for items. To do this, go to "Select Model" on the SIP website and enter your chassis number. After entering the first few letters, your matching model will usually appear in the search results. The chassis number can be found in the vehicle registration document.

fahrzeugfilter

After setting the vehicle filter, you can search for your desired product keyword (Exhaust, Cylinder etc.) and only items that actually fit your Model will be displayed. Please note that the selected product may not be fitted as standard. We therefore recommend that you always validate its use. To do this, use the usage list, which can be found in the item details at the bottom of the page. There you will find further information, such as the frontier chassis number, requirements for installation and more.

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My desired item is not in Bearing. What options do I have?

If we don't have all the items you want in Bearing, you can still order them. We will reserve the item for you and note it as backorder in our system.

As soon as the item is available for you, we will inform you by e-mail. You can then select the item again via the checkout, confirm your payment and finalise your order.

In your personal customer account, you will find an overview of all outstanding items that you can manage under "Backorders".

Our practical availability traffic light gives you information on whether and how many items are still in Bearing and when items that are not in stock are expected to arrive back in our warehouse! As an alternative to backordering, you can also activate the SIP stock alarm clock. This will also send you an e-mail as soon as the item is available again. Please note that the item will not be pre-reserved for you with the stock alarm.

I can't find the item I'm looking for in the shop. Can you order it?

If you need an item that we do not have in our range, our buyers can order it separately from our reliable suppliers. This is done easily via special orders, which take approx. 3 weeks depending on the origin of the supplier.

I am having difficulties placing an order. Where can I find help?

If you have any difficulties with your order or other questions, you can contact our multilingual call centre here or send an email to our customer service team!

What is SIP Primo?

With SIP Primo, you can enjoy attractive benefits for just €20/year: You can order postage-free to Germany or Austria for 12 months, your orders are always sent with SIP Speed Express shipping (this service would otherwise cost you €6) and you receive a free gift with your first SIP Primo order, theSIP Premium Oil Art. 1440000.

Please note that we can only offer this service to end customers!

Can I change / cancel my order at a later date?

Your order can be processed or cancelled until we have started the order picking process. From this point on, changes are no longer possible! Changes or cancellations can only be made by our support team. Please note that written change requests are not always read immediately, so we recommend contacting us by telephone. Please have your order, customer or reference number ready. You can view the current status of your order at any time in your customer account under "My orders".

Why can't I order MALOSSI items?

SIP Scootershop has been the official importer of the traditional Italian brand MALOSSI since 2010. As there is a separate importer for each country, we are unfortunately only able to dispatch MALOSSI items within Germany. In our webshop you will find alternatives to every product from other equally convincing brands, so that you can find a suitable product that meets your requirements!

Why can't one or more items be sent to my country?

Due to shipping and/or dangerous goods regulations of the shippers (DHL, FedEx, UPS), it is not possible for us to send some items to some countries. There are also regional distribution bans for certain article groups (e.g. lighting products). We ask for your understanding.

I received a "Fraud Prevention" e-mail after placing my order. What does that mean?

In times of global mail order business, security is becoming increasingly important. Together with our major payment service providers, our aim is to prevent payment and identity fraud in advance.

To rule out such a case, we need a little more information from you - please understand this. We always act responsibly and in the interests of the customer!

So that we can proceed with your order promptly, please send us a copy of both sides of your credit card and a copy of your passport/ID card to [email protected] or send us a fax to +49 81919699970 as soon as possible.

What happens if I do not complete my shopping basket?

The items in your shopping basket are automatically saved in a notepad if you do not complete your purchase. You can find your shopping list in your customer account under "Shopping list".

Do I get any special discounts?

In principle, our sales prices are also the prices at which we would like to and must sell our items to customers. Please understand that we can only offer a special discount under special circumstances:

  1. Collective order discount: Frequent buyers receive a 10% discount voucher for every additional order over €500 from the 2nd order over €500. Click here to find out more about the bulk order discount.

  2. SIP Club discount: Do you belong to a scooter club? Is your scooter club part of the Vespa World Club? Then register with us and receive a 10 % discount!

  3. Dealer discount: Specialist dealers receive sales-based price advantages from us. The prerequisite for this is a business in the scooter sector. Are you a specialised dealer? Please contact our dealer department directly!

What does partial and complete delivery mean?

Unfortunately, it happens from time to time that we do not have all items in stock. We therefore offer you the option of choosing between partial and full delivery!

Partialdelivery: Can't wait to start Screws on your Vespa? No problem, we will send you all items in stock immediately! If your order falls below the postage-free limit, we will have to charge you shipping costs. As soon as your missing items are back in our Bearing, you will receive an email. For orders from outside Germany, subsequent deliveries can only be made if the value of the goods exceeds €25.

Complete delivery: Would you like to receive the order in one parcel? We will only dispatch your order when all parts are available and will inform you as soon as your order is ready for dispatch. As the items come from different suppliers, this can lead to unusually long waiting times. We therefore recommend partial delivery.

Please note: Your backorders will be removed automatically after three weeks!

Can I see which item is on backorder?

You can manage your backorders yourself in your personal SIP customer account. You will also be informed about available backorders by e-mail.

What happens when a backorder is available again?

If a backorder becomes available again, you will usually be informed by e-mail. Please follow the instructions in the email and go through the online ordering process again with the backorder item.

How long will backorders be stored for me?

Backorders can be stored for up to three years upon consultation and individual request. Deliverable backorders are usually stored for a maximum of 3 weeks. If the backorder is not retrieved by you, it will be deleted automatically.

What is my customer number?

Log in to your customer account. Click on Master data. You will find the SIP customer number in the graphic below your name.

I want to register, but my e-mail address is already in use?

You have already registered with us. Please use the Forgot password function.

I want to register, but the shop won't let me enter the VAT ID?

We have to check the validity of the VAT ID with the Federal Tax Office in advance, so this field can only be filled in by SIP employees. To do this, you can contact us by e-mail or telephone, give us your VAT ID and we will enter it if it is valid.

I have not received an invoice for my delivery.

For the sake of the environment, we sometimes do not print out the SIP invoice. However, you will receive it online. If you have not received an email, you can also download invoices and credit notes from your customer account under "Invoices". Don't want to do without a paper invoice in future? Activate the Hook in the order completion!

I have lost my access data for my SIP customer account, what can I do?

If you simply don't have your password to hand, you can request a new one. To do this, simply click on "Forgot password" and enter your e-mail address.

If you can't remember the email address or user name you used, simply call our call centre so that we can help you!

My customer account has a credit balance, how can I redeem it?

You can redeem existing credit directly when completing your order online. You can find the redeemable amount directly on the last page of the order completion process.

I don't want to receive a newsletter from you, what do I do?

If you no longer wish to receive newsletters from us, log in to your customer account and go to the newsletter section under "My account". Here you can manage your subscription yourself!

What functions does the notepad have?

The notepad is a useful tool for you and your orders! You can manage and save various projects, transfer notepads directly to your shopping basket and also have them checked by us in advance. Simply send it to our service e-mail [email protected].

Do you want to publicise your project and share it with others? Make your notepad public and share your dream setup!

Where is my parcel?

SIP Scootershop generally sends your parcels with four different courier services, DHL, UPS, FedEx or Dachser for large deliveries (Frames, Scooter Hoists etc.). As soon as your parcel is ready for dispatch, you will receive an automatic dispatch confirmation from us by e-mail, in which you will find more detailed information about your parcel, including tracking information . You can find an overview of your orders and their status in your customer account under "My orders".

I have ordered via DHL Wolrdparcel and the delivery is overdue.

On average, over 800 parcels leave our Bearing, which is why we only work with reputable courier services (DHL, UPS, FedEX, Dachser). With the international DHL service Worldparcel Economy, DHL offers a favourable service for worldwide shipping. This is made possible by the sea, road and rail transport routes. We ask for your understanding that shipment tracking is only possible to a very limited extent and that standard delivery times may vary considerably in some cases.

An enquiry by SIP can only be requested after 6 weeks from the date of dispatch. During this time, our hands are tied and status updates are not possible.

However, you are welcome to contact DHL customer service directly at +49 18063453003, stating your tracking number!

I would like to have my parcel sent to a different delivery address. What do I have to do?

If the parcel is still with us, contact SIP Support immediately on +49 8191 96999 60 - if possible, your delivery address will be updated by our team immediately. If your parcel is already on its way, your change of address must be made directly with the shipping service provider. Follow the information in the tracking email.

The shipping costs for my order are higher than stated in the webshop when I placed my order. Why is that?

If you order with UPS or FedEx, the shipping costs are based on the physical or volume weight, which is difficult to determine in advance. This can result in deviations in your shipping costs. If the actual shipping costs differ significantly from the pre-calculation, you will be contacted by our SIP support team.

Can I leave a note on the parcel that my shipment will be delivered to a neighbour or that I will be called before my shipment is delivered?

No, we do not have the option of passing this information on to the shipping service provider. However, you do have the option of informing the delivery agent of delivery-specific information directly after your parcel has been dispatched. Please refer to the tracking email that you receive directly from the shipping service provider.

Can I add items to an order that has already been placed?

Your order can be processed, extended or cancelled until we have started the order picking process. After this point, changes are no longer possible! Changes or cancellations can only be made by our support team. Please note that written change requests are not always read immediately, so we recommend contacting us by telephone. Please have your order, customer or reference number ready. You can view the current status of your order at any time in your customer account under "My orders".

I have one or more items on backorder which, according to your delivery date information, should have already arrived at your Bearing. Why can't I get these items?

We always try to have sufficient stock quantities of all the items we offer available in Bearing. Unfortunately, it still happens from time to time that an item is not available. With our large network of suppliers, delivery delays for some products are unfortunately unavoidable. In this case, you are welcome to call us and try to get a more precise delivery date from us. However, we cannot always give an exact delivery date. Unfortunately, the only thing that helps is patient waiting. If you have already placed the item on backorder anyway, we will automatically notify you by e-mail when the item arrives and the item will be reserved for you.

How are international shipping costs calculated?

When you complete your order, we have provided you with a preliminary calculation of the shipping costs. This calculation is based on the actual total weight of your ordered products. However, as the above-mentioned senders always calculate the higher weight as the basis for calculation and the volume weight cannot be determined in advance, you will only be informed of the actual shipping costs after the packing process.

Delivery to a Packstation

To enter the Packstation address correctly, proceed as follows:

  • Enter your first name and surname

  • Enter the postal number in the Company field - you will find this on the Packstation Card

  • Enter the Packstation in the Street field

  • House number is the number of the desired Packstation

  • You also enter the Packstation data as the postcode and place of residence

  • You can find all Packstations in your area at the DHL Postfinder

How can I use the credit on my customer account when ordering?

The amount of your customer account credit can be seen during the order process, but it will only be automatically deducted when the invoice is issued after the packing process. If you want to pay by PayPal or credit card, you must first authorise your payment without the credit. The credit will be deducted automatically!

Exception: the VAT has changed since the credit was registered

Why do I have to pay €1.90 more?

To ensure that you not only receive first-class products, but also the best possible service, we ship your order in environmentally friendly and verified packaging for a flat-rate packaging fee of €1.90. Our high-quality packaging is partly made from recycled or biodegradable materials, which helps to minimise our environmental footprint.

Is there a minimum order value?

We have no minimum order value for orders within Germany. For all other countries, whether within or outside Europe, your order must have a value of at least €25.

How do I get my order faster?

Internally, orders are processed in sequence. Can't wait to start Screws? Select our SIP Express in the order process and enjoy top priority. Your order will be processed before all others and will be dispatched the same day if received by 12 Clock!

How can I pay for my order?

We only offer service-orientated payment methods that meet every customer wish and requirement!

Credit card: Depending on the delivery address, we accept Visa, MasterCard, American Express, Eurocard and Diners. Edenred cards are also accepted in our shops.

The invoice amount is initially only authorised and only debited to your account at the time of dispatch.

With this payment method, use the Secure Server, which transmits data in encrypted form. If the invoice amount exceeds a limit or if it is the first order by credit card, we sometimes request proof of card details. This is for your own security!

PayPal: PayPal is the most popular payment method because it is quick, easy and secure! Similar to credit card payments, the amount is initially only authorised and only debited when the order is dispatched! Sometimes the total amount of your order exceeds the originally authorised amount. This may be due to different delivery costs or higher VAT rates. In this case, you will need to re-authorise the amount in order to continue with the order.

In addition to the standard payment methods, we also offer country-specific digital wallets (Apple Pay, Google Pay and more) and local payment methods, which are displayed to each customer individually in the payment process depending on their country of origin.

How can I get back the VAT paid?

Unfortunately, you can only get a refund of VAT in non-European countries as a retailer customer.

As an end customer, please contact Global Blue.

My credit card payment is cancelled online. Why and what can I do?

Failed online credit card payments can have various reasons. Our payment provider checks various information during a payment for security reasons and may also cancel payments under certain circumstances. Please understand that we cannot describe the checking mechanisms in detail, and in the event of a rejection, please contact the issuing bank to find out the reasons for the rejection. Only your bank can tell you the reason for the refusal (you can usually find your bank's telephone number on the back of your credit card). Please also check whether the card is authorised for online payments and whether the daily and regular credit limit is sufficient for your order. Please note: We cannot offer a quick solution in the event of a rejection. We recommend switching to another payment method.

The following factors may be responsible for the cancellation of a credit card payment:

Credit card information: Check your payment information and the validity of the card. Transposed numbers often creep in. An incorrectly entered card number, security code (CVC) or expiry date can lead to payment cancellations. Some banks also check whether the billing/delivery address of the order matches the cardholder's address.

Card limit: The credit card limit may have been accidentally exceeded. For larger amounts, you may have reached your daily limit. The limit can be increased online at most banks. Some banks have to additionally authorise unusually high payments.

Technical settings: Anti-virus programmes with a "safe browsing" function or ad blockers prevent necessary windows or redirects. Old cookies or settings in your browser can also be the reason for payment cancellation. Temporarily deactivating the programmes and/or deleting the internet history including cookies can help.

Location: Security settings of local networks of companies or universities are often the reason why payments are cancelled. In this case, we recommend using a home network.

International payments: In some cases, payment is declined if you order from a country other than the country where the credit card is authorised. In some cases, the bank will only allow payments in the local currency. In both cases, you must contact your own bank.

possible security restrictions: To prevent card misuse, individual transactions are subject to special security checks. This procedure is intended to ensure that the purchaser is actually the cardholder. Particularly in the case of unusual purchases, a credit card payment may be declined. For example, your card may be declined if you usually only use it to buy petrol or at a restaurant, but then use it for an expensive purchase at a jeweller. First orders and high-value orders are also recognised by banks, regardless of the available cover or credit limit. Your bank may need your authorisation to proceed with the transaction.

Authentication for credit card payments on the Internet: The 3D Secure or Verified by VISA procedure is not activated for your credit card or the security codes have not been entered or have not been entered correctly. In any case, please make sure that you have your 3D Secure code (MasterCard) or Verified by VISA access or verification data to hand if your credit card is equipped with this function.

What should I bear in mind for cash on delivery shipments?

If you are not at home on the day of delivery, cash on delivery shipments can also be delivered to a neighbour. Simply leave a short message for the postman or enter a different delivery address (e.g. your place of work) during the ordering process.

If the delivery is not successful, you can collect your order from the relevant post office within seven days. UPS shipments are attempted to be delivered on a maximum of three consecutive days and then returned

Please note: Payment on delivery is possible in Germany for orders up to €1000! Other limits apply throughout the EU. Please contact the shipping service provider directly for more information.

I paid for my order on the Internet by credit card or PayPal. Some items in my order are not available at the time of order completion. Have I already paid for them?

No, you only pay for the items that you have received. The remaining amount authorised by you but not collected by us expires automatically!

I have a defective item, what do I do?

If you have received a defective item from us, please contact us by email at [email protected].

So that we can process your complaint as quickly as possible, we need

  • Customer number + order number

  • Description of the fault

  • meaningful photos

After receipt and thorough examination, our support team will contact you as soon as possible. We will find a solution!

My parcel has been delivered with damage, what do I need to do?

If you receive a damaged parcel, there are a few things to consider:

  1. Document the damage (parcel and contents) with photos

  2. Check the contents for completeness using the invoice

  3. Have the damage confirmed by the deliverer if necessary

  4. Contact the responsible parcel service provider immediately

  5. Follow the instructions of the parcel service provider

  6. Also contact [email protected] by email and attach your pictures

Don't be put off! Damaged parcels are handled differently from country to country, but the physical damage assessment on site will help you with the settlement! As a rule, your damage claim must be made within 7 days. From experience, however, we recommend that you notify the responsible parcel service provider immediately. Of course, you can open your parcel despite the damage to see if and which items have been damaged.

If you notice the damage in the presence of the courier service driver, he can also file a damage report directly with his courier service. Please note that the damaged shipping carton must be kept until the damage report has been completed! It must not be thrown away.

Are parts I ordered missing from my parcel?

If your parcel does not contain all the items you ordered, first check whether there is any damage to the parcel and then proceed as described above.

If there is no recognisable damage, please check your invoice. We note here if items in your order were not available and mark them with quantity 0, no price and, if available, an expected delivery date.

If these cases do not apply, please contact our customer service.

Will I get my money back?

In the event of a justified warranty claim, you are entitled to the statutory right to subsequent fulfilment. If this cannot be fulfilled, you will receive a refund from us.

I would like to return some items from my order. How do I proceed?

At SIP Scootershop, we attach great importance to making the returns process as simple and smooth as possible. That is why every parcel contains a document envelope with a return form. This form must be completed in full and enclosed with the return.

If no return form is available, it can be downloaded here:

SIP return form [DEUTSH]

SIP return form [ENGLISH]

SIP return form [ITALIANO]

In order to be able to carry out a complete evaluation, please return the item in its original packaging and with all accessories such as small parts (Screws, Nuts, Brackets) and Replacement Parts (manual, black box for speedometers, etc.).

Please keep the proof of posting from the shipping service provider!

Who pays the return costs?

For returns within Germany, a pre-paid return label is enclosed for a free return. If the label is no longer available, we offer the option of creating a new one under this link.

For shipments outside Germany, please register with SIP Support at [email protected]. Please understand that we are unable to cover the costs of returns outside Germany due to non-conformity . In this case, you must organise and pay for the shipping yourself. Shipping costs will not be refunded! In the event of a defect, the costs will of course be covered; SIP Support will provide separate instructions in this case.

How long does the processing take?

Once we have received the return, the internal processing time is usually 2-3 working days. In exceptional cases, especially during the peak season and/or if the amount of checking required is higher, it may take a little longer.

There may also be longer waiting times if the item cannot be checked/assessed in-house. In these cases, the item will be sent back to the manufacturer. Depending on the inspection, this may take 2-3 months.

What is the return address?

In the case of a return, the parcel must be sent to the SIP headquarters. The address is

SIP Scootershop GmbH

ATT: Returns

Marie-Curie-Straße 4

86899 Landsberg am Lech

Germany

When and how do I get my money back?

If it is a simple exchange, we recommend a refund, which will be made via the original payment method after verification. Alternatively, the credit amount can also be credited to the SIP customer account. The customer credit can be viewed online in your personal customer account at any time and used for future orders. The decision is entirely up to you.

Credit notes are created in our returns department and the final chargeback takes place in the accounting department. There may be 2-3 working days between the creation of the credit note and the refund. We ask for your understanding.

I have not received a pre-paid label in my parcel, why?

We often hear this question from our B2B customers. We ask for your understanding that a free return for our B2B customer base is only possible if there is a defect. In this case, please contact SIP Support. In all other cases, please organise the shipping yourself and bear the costs.

I am an end customer and have lost my returns label. What should I do?

If the label is no longer available, we offer the possibility to create a new one under this link. Please note that this service is only available to end customers from Germany.

Can I also return items to the SIP Store?

If you want to complain about or return an item to SIP Scootershop in-store, this is absolutely no problem. Regardless of whether you purchased online or in-store, we only need a completed returns form to process the return quickly and easily. To avoid unnecessary waiting times, we recommend that you bring the completed form with you.

What do I need to consider when returning a SIP speedometer?

To process a complaint about a SIP speedometer, we need the speedometer and all replacement parts, including the Black Box, back. Please also enclose further information such as the exact vehicle, Engine, current electronic system with the return. This is the only way we can assess your complaint quickly and completely. Thank you for your help!

I bought a Battery from you and would like to have the deposit for my old battery refunded. How does that work?

When you buy a battery from us, we charge a €7.50 battery deposit and send a "deposit stamp" with the goods. The deposit stamp is used to prove that batteries have been disposed of properly. We therefore need the stamp and signature of the recycling centre where the battery was handed in. As soon as we have received the completed and signed deposit stamp by fax, letter or e-mail, we will refund the battery deposit. Please note that we can only refund deposits for batteries that we carry in our range, so we do not accept car batteries.

With the completion of Brexit and the end of the transition phase, cross-border shipments of goods to Wales, Scotland and England (hereinafter "Great Britain") have no longer been subject to the European VAT System Directive since 1 January 2021. Northern Ireland remains within the scope of the EU.

However, this does NOT mean that shipments to Great Britain will automatically be sent tax-free. The UK tax authority (HMRC = HM Revenue and Customs) has set a threshold for so-called small consignments at which the sender outside the EU charges VAT directly. Import tax is payable above this threshold.

Will SIP continue to supply the UK?

Of course! However, there are a few things to bear in mind. You can find the most important information summarised here. If you have any further questions, please contact our SIP service team at [email protected].

What prices do I pay at SIP?

The prices displayed in the webshop are without VAT if you select the correct country "United Kingdom".

Threshold definition

HMRC has set a threshold value of GBP 135.00 (approx. EUR 151.62). The GBP 135 goods value threshold is generally based on the net sales price. Transport and insurance costs are excluded. The limit applies to the total value of the consignment and not to the individual items.

Value of the consignment < GBP 135.00

For consignments of goods that do not exceed a value of GBP 135.00, no UK import VAT is generally charged. Instead, UK VAT is charged at the time of sale.

All items in the SIP Shop are displayed net. The VAT to be paid is displayed in the checkout.

Value of the shipment < 135.00 GBP with British tax number

In the frame of the "reverse charge" procedure, the goods could be shipped VAT-free if a valid British tax number is available. Due to the additional effort involved, we ask for your understanding that we cannot use this procedure!

Value of the consignment > 135.00 GBP

For goods shipments exceeding the value of GBP 135.00, UK customers will be subject to import VAT and, if applicable, customs duties. These must be paid before the customer takes delivery of the goods. Invoicing takes place in co-operation with our shipping service providers (UPS, FedEx, DHL).

I live in Northern Ireland

Nothing changes for customers from Northern Ireland. When ordering in the shop, VAT is displayed and calculated directly on the item. There are no customs duties.

Delivery & Shipping

You can have your order shipped with any of the carriers displayed in the webshop and select your preferred one. We recommend a shipment with FedEX or DHL. Shipping is fast and inexpensive at the same time. In addition, the handling of customs and import costs is easier with these shippers than with UPS. In some cases, delivery can take up to three weeks.

Average delivery times:

DHL Economy 1 - 2 weeks

DHL Premium 4 - 7 days

UPS Standard 3 - 7 days

UPS Express 1 - 3 days

FedEconomy 4 - 7 days

FedEx Express 1 - 3 days

Please note that for shipments to the UK, customs and import costs must be paid in advance, otherwise your shipment cannot be delivered and delays will occur. This is due to the British customs agreement, over which we have no influence.

Unfortunately, we can no longer offer our flat rate option with UPS for €6 and shipping is only possible at the regular shipping prices.

We hope you understand that there may be some delays in delivery at the moment and ask for your patience.

Do I have to pay customs duties and taxes?

Basically yes and from a goods value of 135 GBP. However, the amount of customs duty depends on the goods themselves (goods tariff number = HC code), the value and the country of origin. However, after checking our range of articles, many of our listed articles are subject to little or no customs duty.

A detailed overview can be found at: https: //www.trade-tariff.service.gov.uk/sections

Customs: https: //www.gov.uk/goods-sent-from-abroad/tax-and-duty

SIP only charges the net value of the parts ordered plus shipping charges. If the parcel arrives in the UK and is eligible for an import procedure, each courier will charge the following fees:

Customs duty: usually around 2% of the value of the goods

Import VAT: 20% of the value of the goods (from January 2023)

Clearance fee: approx. 12 GBP

The courier service will invoice you directly.

What are commodity code numbers (HC codes)?

Goods are classified internationally according to their technical nature in so-called goods tariff numbers (customs tariff numbers or HC codes). The goods tariff number is used to determine the customs duties on import.

The goods tariff number can be found on the SIP invoice for SIP products for customs issues. We cannot provide goods tariff numbers in advance.

The European customs website can also be used to identify the goods tariff number:

https://www.tariffnumber.com/

Certificate of origin (Proof of Origin)

With proof of the product's country of origin, customs duties may not apply. Due to our complicated supply chains and lack of knowledge of the suppliers, we cannot provide "Certificate of Origin" proofs! Please refrain from enquiries.

I have a return, how does it work?

For the most part, returns work as usual. In the event of a clear error on our part, we will cover the return costs. If you have a complaint, please contact our service team in advance at [email protected]! We will check the return and confirm the return shipment. If you are not satisfied with the item, you will have to bear the return costs.

In both cases, we require a commercial invoice. Use the original SIP invoice for this. The return shipment must be declared as a return at your customs office.

Transit time delays DHL, UPS, FedEx

The global Covid-19 pandemic also poses major challenges for our shipping partners. Lockdowns, entry restrictions as well as the reduced freight capacity via the currently restricted passenger air traffic force our partners to reallocate the freight volume to slower transport routes such as sea freight. Longer transit times are unavoidable. We ask for your understanding.

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Furthermore, individual country import restrictions are very dynamic worldwide. SIP Customer Service will contact you if there are any problems/restrictions with your shipment. Nevertheless, it is advisable to inform yourself in advance on the DHL website.

Overview of DHL shipping restrictions:

https://www.dhl.de/de/privatkunden/information/aktuelles.html

Cash on delivery payments are still possible, but can currently only be made at the specified branch. You will receive a corresponding information note from DHL upon delivery.

Very long delivery times may occur in some zones. Especially America, Asia and Australia shipments with DHL Worldparcel Economy and Premium have to expect at least 6-8 weeks delivery time!

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UPS delivers almost trouble-free worldwide. Cash on delivery payments are only possible to a limited extent here too. Occasionally there are transit time disruptions and delivery restrictions. If UPS is not displayed online as a shipping method, delivery to this country is currently not possible.

Directly to UPS

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FedEx has now also resumed worldwide deliveries. However, country-specific import restrictions may lead to transit time disruptions.

More information can be found on the FedEx info page:

Directly to FedEx

Is it safe to order products from SIP and have them delivered to my home?

According to the latest information from the Robert Koch Institute and the Federal Institute for Risk Assessment, it is unlikely that the coronavirus will be transmitted via products and shipments.

Do you still have questions? We will be happy to advise you! +49 (0) 8191 96999-60
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