FAQ's

 

Find the answers to frequently asked questions here.

If you still have questions - contact us!

Where do I find my Orders?

Go to My Account

At the top right of the screen, click the arrow next to your name. Make sure that you are logged in. A dropdown will appear where you can select My Account. Now you have reached your personal customer account.

My Orders

Select My orders on the left side. Here you can view old orders, print the order or reorder the same items.

How do I get a login to the Schenck Process Online Shop?

If you are already a Schenck Process customer:

Our online shop is currently designed for customers within the EMEA region who purchase specific components. As such, we are inviting relevant customers to use the website and automatically providing them with log-in details. If you have not received an invitation and would like to order through our online shop, please contact us via our contact form to discuss the next steps for creating a customer profile in the Schenck Process Online Shop. 

If you are not yet a customer:

Contact us to request access. We will need your current contact information as well as information on your company. We will then get in touch to discuss the next steps together.

How do I enter my order?

There are four options to place an order, depending on the circumstances:

  1. Generally, place products from the online shop into the shopping cart. To do this, select the desired product in the respective quantity either in the product overview or on the product detail page via Add to cart.
  2. To order products previously added to the wish list to the shopping cart, go to My Account then My Wish List. Select the desired product with Add to cart or the entire wish list via Add all to cart.
  3. To re-order from order history, go to My Account then My orders. In the order history or the detailed view, you can add all items to the shopping cart via Reorder.
  4. To order products by item number, go to My Account then Order by sku. Here you can enter the article numbers and the desired quantity. For larger orders, you can also upload them using a CSV file - via Add to cart you can add the items to the cart

Once you have executed one of the four described options, you can either view and edit the shopping cart via the shopping cart icon in the upper right corner of your screen or go directly to the checkout.

Is there an easy way to place a large order?

Order via CSV file

Go to My Account. Under Order by sku, you can upload a CSV file on the right side with the columns item number sku and quantity qty. The items are transferred by Add to cart in the shopping cart. There you can continue the ordering process as usual.

Configurable products must be edited after being added to the shopping cart. The products are displayed in the shopping cart in the Products need attention area and can be adjusted directly there.

How is the payment handled?

Currently, for your simplicity and to maintain your payment terms, the only option of payment is by invoice. The invoice and other payment information will be issued to you after the order is processed.

Can I order as a guest

No. To place orders you must be an existing customer of Schenck Process Europe GmbH. Please contact us for more information.

How can I return or cancle Orders?

Currently, we are unable to process these inquiries via the Schenck Process Shop.

If you have any questions regarding your order, please contact us through our our contact form.

How do I make a claim for damages?

Please reach out to the contact mentioned on the order confirmation to report any transport damage.

Can I arrange shipping to a different delivery address?

Checkout

During the ordering process you will be asked to select the desired delivery address. This can either be selected from existing addresses or be enteredat this point. New addresses can be saved in the address book for future orders.

Manage Adresses

Furthermore, additional delivery addresses can be stored under My Account in the Address Book tab by Add New Address and the default delivery address can be defined.

Can I arrange shipping to a different delivery address?

Summary

After submitting an order request, an automatic confirmation of the request with a summary of your order will be emailed to you.

Confirmation

After we process the request, an order confirmation with binding delivery date and all the relevant data will be emailed to you.

Order status

At the present the exact status of the order cannot be displayed via the Schenck Process Shop.

Login

After your account has been created, you will receive a welcome email. After that you can create your initial password via the link in your mail or in the login area by using the function Forgot password? - Your e-mail address serves as the login name.

If you have any problems, please contact us via our contact form.

Register colleagues

If you want more of your colleagues to get access to our online shop, please feel free to contact us via our contact form. Please provide us contact information such as email adress, name, role and phone number of the contact so we can create an account for them.

Update Data

Under My Account you can manage shipping addresses, the newsletter subscription and your password.

Other data such as your billing address, email address or company-related information cannot be managed in your profile. Contact us for this via our contact form. Please let us know what information needs to be changed and the correct content.

Product queries

If you need assistance to select of the right product, have questions about our products or simply cannot find certain items, please contact us via our contact form. We are always happy to help.

Shipping

boThe shipping of your order will be organized by Schenck Process. Packaging and shipping are selected according to the size and weight of the order. Below a subtotal of 15.000€ the shipping is free of charge. Above this, the standard fee will be added to your invoice.

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