Shipping and delivery

Shipping information

Would you like to know what shipping costs apply to your order or how you can request a return or exchange? In our overview you will find all the important information so that you have a quick and uncomplicated overview of shipping and returns at AlpenPower.

Shipping costs

Here you will find a detailed overview of the shipping costs and delivery times. The shipping costs are clearly communicated again on the order page in the order process in the shopping cart and in the check-out process.

Shipping toShipping costsDelivery time in daysFree shipping
Austria€ 4,45 1-3€ 59
Germany€ 4,451-3€ 59
Switzerland€4,45 up to 2 kg
€ 26,90 up to 5 kg
€ 34,99 from 5 kg
€ 48.99 from 10 kg		3-5€ 200
EU Zone 1: Belgium, Bulgaria, Denmark, Estonia, Finland, France,
Greece, Ireland, Italy, Croatia, Luxembourg, Latvia, Lithuania, Malta,
Monaco, Netherlands, Poland, Portugal, Romania, Sweden, Slovakia,
Slovenia, Spain, Czech Republic, Hungary		€ 10.49 up to 2 kg
€ 16.49 up to 5 kg
€ 21.49 from 5 kg		5-20€ 130
EU Zone 2: rest of Europe € 18.49 up to 2 kg
€ 29.99 up to 5 kg
€ 37.99 from 5 kg
5-20

Delivery times

If no other period is specified in the item description, the goods will be delivered within the days specified in the table above (in the case of agreed advance payment after the time of your payment instruction). Please note that there is no delivery on Sundays and public holidays. During certain seasons and discount campaigns, delivery times may be longer. If you have ordered items with different delivery times, we will send the goods in a single shipment unless we have agreed otherwise with you. In this case, the delivery time is determined by the item with the longest delivery time that you have ordered. Orders received by 10 a.m. are usually dispatched on the same day (except on Mondays and in the event of increased demand). As soon as the package leaves our warehouse, we no longer have any influence on the delivery time.

Customs clearance and import tax

For shipments to Switzerland, Norway and the United Kingdom, additional costs such as customs duties and import taxes may be incurred, which will be charged subsequently by the shipping service provider. These costs are to be borne by the end customer, as the goods are not cleared in advance. Please be aware that a delay in delivery may be caused by the customs office of your country.

Returns

If there is a problem with your order, we will be happy to help you. You have up to 14 days after receiving your order to cancel it. You can find all details on the right of withdrawal in the withdrawal policy. If you have any further questions, you can also contact our support team directly here.

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Returns and complaints

If there is a problem with your order, we will be happy to help you. You have up to 14 days after receiving your order to cancel it. You can find all details on the right of withdrawal in the withdrawal policy. If you have any further questions, you can also contact our support team directly here.

Returns
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Goods not arrived

If there is a problem with your order, we will be happy to help you. You have up to 14 days after receiving your order to cancel it. You can find all details on the right of withdrawal in the withdrawal policy. If you have any further questions, you can also contact our support team directly here.

Contact us

Frequently asked questions

Where is my order?

As soon as your order has been completed and the payment process has been completed, it is automatically transferred to our warehouse management system and then to our fulfillment service provider. As soon as your order is on its way, you will receive a shipping confirmation from us including a tracking number. If your shipment has already been delivered according to the tracking number but you have not yet received it, please take a look at the tracking number and also check whether the parcel has been left with a neighbor or at a post office.

If the shipping status has not changed over a period of 5 days and your parcel can still not be found, please contact customer service. We will then contact the shipping service provider and clarify for you where your parcel is. Please understand that it is not possible for the shipping partner to make any inquiries before this period has expired - experience has shown that many shipments move again by themselves after a short delay.

The good news is that almost no parcels are permanently lost. So a little patience usually pays off - thank you for that!

Important: Please note that the SEPA prepayment method takes a few days and the delivery time will be extended accordingly.
My delivery is damaged on the outside.

Occasionally, your parcel may be damaged in transit by the shipping service provider. In most cases, however, this only affects the outer packaging - the contents remain intact. In this case, the parcel will not be sent back to us, but repackaged and forwarded to you with a short delay.
How long will it take for my order to arrive?

As a rule, shipping within Austria takes 1-3 working days and to Germany 2-4 working days from receipt of order. As soon as your parcel leaves our warehouse, you will receive a shipping confirmation with a tracking number so that you can track your delivery at any time. You can find more information about shipping times here: alpenpower.com/pages/payment-and-shipping
Which countries do you deliver to?

All information regarding shipping countries can be found at alpenpower.com/pages/payment-and-shipping
I have entered an incorrect delivery address?

Under certain circumstances, depending on the shipping status, we can still adjust the delivery address. Please send us a message as soon as possible to service@alpenpower.com

Once your order is in the packing or shipping process, unfortunately no more changes are possible - not even address changes.
How can I track my order?

As soon as we have handed over your order to our shipping service provider, you will receive a shipping confirmation from us by email. This will also contain your shipment number, which you can use to track the shipping status at any time directly with the shipping service provider (in Germany this is DHL).

My order has been returned to you.

If your order cannot be delivered for various reasons - for example because of an incorrect address or because the parcel has not been collected - it will automatically be returned to the sender, i.e. to us. As soon as the parcel has been received by us and recorded as a return, you will receive a notification by e-mail.
My shipment tracking is not working

We are sorry that your tracking link is not working! There seems to be a system error with our shipping partners. It's best to contact us directly in such cases so that we can check what's going on!
Can I specify a preferred delivery date for my order?

Unfortunately, it is not possible for us to specify a preferred date for your parcel. After shipping you will receive tracking information about your shipment from us.

Can I have my parcel delivered by express?

Unfortunately, we do not send express parcels. However, all orders will be
packed and dispatched as quickly as possible.
Is it possible to send my order to a Packstation?

For delivery to a Packstation, all we need from you is your postal number and the three-digit number of the selected Packstation. This information is sufficient to deliver your shipment correctly. Additional address details such as the street name of the Packstation are not required and may even lead to problems with delivery.

Please enter your postal number in the "Additional address details - apartment, room, etc." field and the packing station including the three-digit number in the "Address" field when placing your order in our store.

Which shipping service provider do you use?

We always ship our orders within Austria with Austrian Post.

For deliveries to other EU countries, we use DHL to ensure reliable and fast delivery.

Depending on the situation or special requirements, we also use other shipping service providers to offer you the best possible service.