FAQ
GENERAL INFORMATION
Is a guest order possible?
Yes, it is possible to order as a guest during the check-out process.
I cannot login with my current account.
You will have the option to reset your password, or you can contact our customer service.
How can I contact customer service?
If you have any questions, please feel free to contact our customer service. Our office hours are Monday through Friday 8am to 5pm EST.
(765) 535-7540
Email: team@systainersystems.com
I have not received an order confirmation.
Please check whether the email ended up in the spam folder. If not, please contact customer service directly.
Which products can I purchase in the online shop?
The virtual shelves of our online shop are full to the brim with our large systainer ® range. You will find everything from the proven systainer ® T-Loc to the new generation Systainer³. All systainer ® have the reliable T-Loc closure and are compatible with the Festool systainer ® . Browse through the systainer ® accessories and discover systainer ® inserts (lid inserts / base inserts) and entire systainer ® sets.
Where can I have the items delivered?
We ship packages to the USA and Canada. For Mexico and other countries please contact customer service so we can assist you.
DELIVERY
My package wasn’t delivered.
Have you already received a tracking number? If so, please check the tracking status of the package on the shipping service provider's website. If you haven't received tracking or your package is marked delivered but you do not have it physically, please contact our customer service directly.
Can I have my order sent to a different delivery address?
During the ordering process, a delivery address that differs from the billing address can be specified. Please note that unfortunately no changes are possible once the order has been placed.
How much does it cost to ship?
All of our shipping rates on the website are calculated based off of the weight and dimensions of your product.
The charge is a live feed directly from the shipping company with our discounted rates.
To calculate shipping, simply add what you're interested in to the cart and enter the delivery address.
Can I arrange a preferred delivery date?
Unfortunately, we cannot currently offer this option.
How long does it take for my order to arrive?
Once your order is received, it will take our warehouse 1-2 business days to process, depending on what time of day the order is placed.
The warehouse is in Grand Rapids, Michigan, and delivery times will vary depending on distance, weather and traffic. This can be anywhere from 2 days to 2 weeks, depending on all of the above conditions.
Where can I find the tracking number for my order?
You will receive a shipment notification to the email address provided when placing the order. This will include the shipping carrier and tracking number.
ORDER PROCESSING
How do I receive my receipt?
After placing your order, you will receive an order confirmation with the receipt.
What payment methods are accepted?
We currently accept credit cards through ShopPay as well as ShopPay Installments and PayPal.
Payment with credit card
Pay conveniently and securely in the online shop with your credit card. The transmission of your data is protected by a secure SSL connection. The 3D Secure process from Mastercard (Mastercard Identiy Check) and Visa (Verified by Visa) provides additional security through the so-called “two-factor authentication”.
RETURNS & EXCHANGES
I received a defective item.
Please contact our customer service team immediately with a photo of the product. If possible, please also include photos of the packaging and labels to help our team determine the cause of the defect so we can assist you and help prevent other customers avoid a similar situation.
An item is missing from my delivery.
Please contact our customer service directly, so we can correct this for you immediately.
An incorrect item was delivered.
Please contact customer service so our team can assist you with correcting the mistake.
I would like to return one or more items.
Please contact our customer service team before returning the product so we can assist you and get an return authorization for you.
Our warehouse will not accept any unauthorized returns.
Do I have to pay shipping costs if I return an item?
The customer is responsible for return shipping; however, our customer service team is happy to help find ways to decrease the burden of return shipping and maximize your refund.
Where should the items be returned to?
We will provide a return address to you directly once the return is authorized.
How long can I return an item after purchase?
You can return items up to 30 days after delivery.
When will I receive my refund?
Once a return is delivered to our warehouse, they will inspect the product, and a refund will be issued within 10 business days.
How is the refund made?
You will receive your refund in the same way as the payment was made.