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FAQ

Here you will find answers to frequently asked questions:

Who can order from the Schmitter online shop?
Our online shop is intended exclusively for commercial customers and resellers.
How can I create a customer account?
To create a customer account, click on ’Not a customer yet?’ under My Account. Then fill out the registration form. We will review your registration and send you your login details.​​
What can I do if I have forgotten my password?
Use the ‘Lost password’ function under My Account to request a new password.
How can I place an order?
After logging in, you can select products and add them to your shopping basket. Then follow the order process to complete your order.
What shipping options are available?
We offer various shipping options. Details can be found under ‘Shipping system’.
How much does the shipping cost?
You can find the current shipping conditions under ‘Shipping system’.
How can I send my order to a different address?
Yes, you can specify a different delivery address during the ordering process.​
How can I check the availability of a product?
The availability is displayed directly on the product detail page.
    What are the different availability statuses?
  • In stock (green):
    The product is in stock and can be shipped immediately.​

  • Out of stock (red):
    The product is currently out of stock. Orders can still be placed, but they will be listed as backordered items.​

  • Available shortly:
    The product is a made-by-order item and will be manufactured after the order has been received.

How can I return a product?​
Information on the returns process can be found under ‘Returns’.
What should I do if a product is defective or does not work?
Information on how to submit a technical complaint can be found under ‘Technical complaints’.
How can I contact customer service?
Our customer service team can be reached by telephone on +49 9732 - 8888 - 0 and is available Monday to Thursday from 8 a.m. to 6 p.m. and on Friday until 5 p.m.
How is my personal data protected?
Information on data protection can be found in our ‘Privacy Policy’.
Why do I see incorrect prices in the online shop?
In some cases, your browser may be displaying old, cached prices. To see the current prices, please clear your browser cache.
    How to clear the cache in your browser:
  • Google Chrome:
    Press the key combination: ‘Ctrl’ + ‘Shift’ + ‘Del’ → Select the entire time period and, mark the boxes for ‘Browsing history’, ‘Cookies and other website data’ and ‘Cached images and files’ → Click on ‘Clear data’.

  • Mozilla Firefox:
    Press the key combination: ‘Ctrl’ + ‘Shift’ + ‘Del’ → Select “Cache” → Click on ‘Clear now’.

  • Microsoft Edge:
    Press the key combination: ‘Ctrl’ + ‘Shift’ + ‘Del’ → Select ‘Cached images and files’ → Click on ‘Clear’.

    • After clearing the cache, please reload the page (Ctrl + F5).

I cannot log into my customer account. What can I do?
    Please check the following points:
  • Have you entered your email address and password correctly?

  • Use the ‘Forgotten password’ function to request a new password.

  • Entering the wrong password multiple times will cause your account to be locked.

  • Delete cookies and browser cache to resolve any loading issues.

    • If the problem persists, please contact our customer service team.

I am unable to add products to my shopping basket. What should I do?
    If the ‘Add to basket’ button is not working:
  • Check that you are logged in (some functions are only available to registered customers).

  • Temporarily disable the browser plugins such as ad blockers, because they could interfere with the online shop functionality.

  • Clear your browser cache and cookies. Then restart your browser.

    • If the problem persists, please contact our customer service team.

Why does the product search not working properly or not displaying any results?
    Possible causes and solutions:
  • Check the spelling of the search term.

  • Use an item number. It is unique and helps you find the right item immediately.

  • Use synonyms or general terms (e.g. ‘hydraulic hose’ instead of a specific name) if you do not have an item number.

    • If you cannot find a product, our customer service team will be happy to help you.

I am receiving the error message ‘Access denied’ or ‘No authorisation’. Why?
    Possible reasons:
  • You are not logged in or do not have an activated account.

  • Your account does not have the authorisation for certain functions.

  • If you are on a company network, a firewall may be restricting the access.

    • Solution: Log in with a registered account or contact your administrator or our customer service team.

Why can I not change my customer details?
Some details (e.g. company name or tax number) can only be changed by our customer service team.
    Solution:
  • Check under My Account to see which details you can change yourself.

    • If a change is not possible, please contact our customer service team.

I can not register – I get an error message. Why?
    Check:
  • Have you read the note explaining what the error message means?

  • Have you filled in all the mandatory fields?

  • Is the email address correct?

    • Solution: If it still does not work, try using a different browser or contact our customer service team.

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