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FAQ

 

RETURNS AND REFUNDS

  1. HOW CAN I RETURN AN ITEM?
    Ordered goods can be returned to us within 31 days. You can find more information about returns here.
    Goods ordered in the online shop can also be returned in our stores.
    The prerequisite for an exchange on site is that the relevant item is available there at the time of the exchange.

  2. THE ITEM IS DEFECTIVE OR INCOMPLETE?
    Of course, you can return incomplete or damaged goods to us. So that we can process your complaint promptly, we kindly ask you to you about the Contact form to get in touch. 
    Please have your order number ready and briefly describe what defect is involved or which item was missing from the delivery. Our customer service staff will then explain the further processing steps to you. 

  3. HOW LONG CAN I RETURN ITEMS?
    Ordered goods can be returned within 31 days of receipt. You can commission a shipping service provider of your choice for the return shipment.

    Please send returns to the following address:
    ASMC GmbH
    Retourenabteilung
    Gewerbepark Klinkenthal 55
    66578 Schiffweiler
    GERMANY

  4. HOW LONG DOES THE REFUND TAKE AFTER THE RETURN HAS BEEN RECEIVED?
    Once we have received and checked your return, a credit will be issued and released for payment. Please note that it can take up to 2 weeks for the credit amount to appear in your account.

  5. YOU DIDN’T RECEIVE A RETURN SLIP?
    If your delivery did not include a return slip, please request one via our contact form, stating your order number.

  6. CAN SEVERAL ITEMS FROM ONE ORDER BE RETURNED?
    Of course, you can also return several items from one order to us. The return label is generated automatically by our system. To do this, simply select the order in your customer account and mark the products you want to return. We’ll take care of everything else for you!

  7. CAN I ALSO EXCHANGE ITEMS THAT DON’T FIT?
    As a rule, we do not offer exchanges. However, you can return the items in question and then place a new order. We will credit you the value of the returned items within 14 days of receiving the return and will process your order promptly.

  8. DID YOU RECEIVE THE WRONG ITEM?
    We’re sorry about that. Please contact our customer service immediately at info@asmc.de. Our service staff will endeavor to find an individual solution to the problem as quickly as possible.

ORDERS

  1. HOW CAN I PLACE AN ORDER?
    You can place an order very easily, either via your customer account or as a guest. If you need support or have any questions, please contact our customer service via our contact form – we’ll be happy to help!

  2. DO YOU ALSO OFFER GIFT VOUCHERS?

    Yes, we offer vouchers! In our online shop you can purchase digital gift vouchers that are delivered immediately by email. These vouchers can be redeemed both online and in our stores.

    Please note, however:

    • Vouchers purchased on ASMC.de cannot be redeemed on ASMC-Unlimited.com and vice versa.
    • In our stores you can redeem vouchers from ASMC.de as well as from ASMC-Unlimited.de.

    In addition, you still have the option to purchase vouchers directly in our retail stores.

  3. DO YOU OFFER DISCOUNTS FOR BULK BUYERS?
    We are not a wholesaler, but we can offer special conditions for bulk buyers. Please contact us via our contact form or write to us at behoerden@asmc.de.

  4. DO YOU GRANT SPECIAL DISCOUNTS FOR AUTHORITIES?
    Send us your inquiry! We will be happy to review your request and get back to you promptly.

    Feel free to contact us by email or by phone Mon–Fri: 10:00 a.m. – 4:00 p.m..
    +49 6821 9449 666
    behoerde@asmc.de

  5. HOW CAN I CHANGE OR CANCEL AN ORDER?
    Please contact our customer center (contact form) if you would like to change or cancel an open order. We will be happy to check the processing status and adjust the order to your wishes where possible.
    Please understand that, depending on the payment method, we may not be able to make any changes.

SHIPPING AND DELIVERY

  1. CAN I CHANGE MY ADDRESS AFTERWARDS?
    As a rule, you can change the delivery address at any time as long as your order has not yet been dispatched. Once it has left our distribution warehouse, it is no longer possible to change the delivery address.

  2. HOW DO I RECEIVE THE TRACKING NUMBER FOR MY ORDER?
    As soon as your package has left our dispatch warehouse, you will receive an email with the shipping confirmation and all important information about your delivery. This also contains your personal tracking number, which you can use to track the status of your shipment.

  3. HOW HIGH ARE THE SHIPPING COSTS?
    You can find detailed information about the shipping costs incurred here .

  4. HOW SHOULD I REACT IF THE PARCEL IS DAMAGED AT THE TIME OF DELIVERY?
    In such a case, be sure to check the contents of the parcel before accepting it! Refuse to accept the delivery if you find that part of the order is missing or defective.
    Inform our customer service immediately that you have refused acceptance of your delivery due to a defect. As soon as we have received the return and checked the contents, we will repack the items you ordered and send them to you again.
    If you accepted the parcel despite the damage and only later discover that the delivery is incomplete or damaged, please contact a nearby post office branch and file a damage report there.

PAYMENTS

  1. WHAT PAYMENT OPTIONS ARE AVAILABLE?
    You can find information about the individual payment methods here.

  2. WHEN WILL I RECEIVE THE CREDIT FOR MY RETURN?
    The refund for a return will be made within 10 to 14 working days after confirmation that the return has been received.

STORES

  1. ARE THE CUSTOMER CARDS ALSO VALID IN THE STORES?
    Of course, you will also receive your customer card discount in our stores. If you forget your discount card at home, you can give us your customer number and verify yourself with your ID card or driving licence. As the customer cards are non-transferable, we unfortunately cannot grant you the discount without proof. We ask for your understanding!

  2. CAN I HAVE A SPECIFIC ITEM DELIVERED TO A STORE?
    Please contact our customer service for this. We will be happy to deliver the desired item to a store of your choice within 3 to 5 working days. However, we can only deliver products to the store that are available in our online shop at the time of ordering and therefore ready for immediate dispatch.

  3. DOES HAVING AN ITEM DELIVERED TO A STORE OBLIGE ME TO BUY IT?
    You are not obliged to buy the delivered items! You are welcome to have your desired items delivered to a store for viewing or size selection without entering into a purchase contract. You decide on site which items you want to buy!

  4. IS MY DESIRED ITEM AVAILABLE IN A STORE?
    You can easily check the availability of your desired item in a store yourself. To do this, click on the “Check availability” button on the product overview page.
    If the item is not available in the desired store, you can have it delivered to a nearby store for viewing or size selection. For further information, our customer service will be happy to assist you via the contact form.

  5. WHERE CAN I FIND AN ASMC STORE?
    You can find us at three locations across Germany. You can find all addresses and opening hours of our stores here.

  6. CAN I ALSO REACH THE STAFF IN THE STORES BY PHONE?
    Unfortunately, you cannot contact our store staff by phone. If you have any questions, our customer service staff will be happy to help and provide information.

  7. CAN I RETURN GOODS BOUGHT ONLINE IN THE STORES?
    Of course, you can also return items purchased in our online shop to our stores. However, an exchange on site is only possible if the desired item is in stock at the store. We ask for your understanding.

ITEMS

  1. FOR WHAT REASONS CAN A FIELD POST ORDER BE (PARTIALLY) RETURNED?
    Please note that we are not allowed to deliver batteries or spray cans to field post addresses and are therefore forced to return these items, which often leads to returns. In the event of a return, we will re-enter your order and refund the corresponding amount. You will then receive your order without the returned items and do not have to worry about anything else.

  2. WHY ARE ORDERED HAZARDOUS GOODS NOT INCLUDED IN THE DELIVERY OF MY ORDER?
    Please note that a separate shipment is required for hazardous goods such as ammunition or fireworks. This may result in delays in the partial deliveries of your order. The hazardous goods shipment usually takes place 2 to 3 days after the regular order delivery.

  3. HOW LONG DOES DELIVERY OF MY NAME TAPES TAKE?
    Delivery of name tapes is also handled separately and can take up to 14 working days. Delivery is made in an envelope and sent by an external service provider. Please note that custom production takes more time and delivery may therefore be slightly delayed.

 

Customer cards and ASMC Prime League: 

  1. What happened to your customer cards? 
    Our customer card models (Yourcard, Procrad and Goldcard) have been replaced by our Prime League loyalty model.
    Existing customer card holders will, however, continue to receive the discount to which they are entitled and will collect points in parallel. After the validity expires, the status of the points collected will apply. 
  2. What is the ASMC Prime League?
    The Prime League is ASMC’s own loyalty programme, with which you can secure exclusive benefits.
    You can find more information about the Prime League here.

  3. What about existing customer cards? 
    Existing customer card holders will continue to receive their entitled discount and collect points in parallel. 
    After the validity expires, the status is determined by the points collected.

  4. Do authorities, soldiers, emergency services or volunteers no longer receive discounts?
    Yes, they do! Soldiers, emergency services and volunteers continue to receive exclusive benefits. After successful verification, you will receive a fixed base of 5,000 XPs, with which you can start directly in the Prime League and continue collecting points. Find out more about the authority bonus here: authority discount.