Important shipping information: Here's what you need to know about delivery by a forwarding agent
Delivery time of the forwarding agent
As soon as we hand over your goods to our shipping partners, we will inform you by e-mail, will provide you the name of the forwarding agent and eventually the tracking number. As a rule, 1 to 3 working days are needed between the handover of the goods to the forwarding agent and delivery. Our shipping companies do not deliver on Saturdays, Sundays and public holidays. We also offer a fixed delivery time with scheduled delivery to 10:00 am or 12:00 am.
Larger orders (e.g. over 120 modules, 60 substructure rails or 2.5 tonnes) will be delivered in a truck. In this case, we will discuss important delivery details with you before shipping.
Your goods did not arrive on time?
We are very sorry if the forwarding agent did not arrive on time and also exceeded the time tolerance of 45 minutes for a fixed delivery time. We also find this very annoying. In order to find a solution to the problem, we ask you to immediately notify the delay to our logistics department at logistik@memodo.de or by calling the number +49(0) 89 9041015-5387. Even if you receive a delay notification from the forwarding agent, please inform us. Shipping companies often do not inform us about possible delays.
Please write down the date and time of delivery on the waybill and via scanner of the forwarding company. The driver must also confirm the delay by writing his/her name in block capital letters and by signing the document.
We always do our best to deliver the order to you or your customer on time. If it is clear that your delivery will be subject to a delay, we recommend you to assign other tasks to your installers.
If your delivery does not arrive on the scheduled day and you cannot assign any task to your installers, please inform us directly.
We need to know following information at the latest 3 days after delivery in order to make a claim against the forwarding agent:
- Name(s) of the installers
- Job title
- Type of employment or contractual relationship with you
- Arrival and departure
- Hourly wage (gross)
- Planned work
- Waiting time incurred
Attention: We check the submitted documents and any claims against the forwarding agent and assist you with the procedure. The forwarding agent's liability in case of delay is limited to 3 times the amount of the transport costs. We will, of course, refund the extra costs you have paid after proof of delay. Memodo cannot guarantee a punctual delivery, since we have no influence on the delivery once the goods have been handed over to the forwarding company.
Exception: We are not liable for force majeure, such as natural disasters and unavoidable events (e.g. traffic accidents). The forwarding agent also has a tolerance time of up to 45 minutes for deliveries scheduled between 10:00 a.m. and 12:00 a.m.
Your delivery date
At the time of delivery, it is essential that a person is present to check that the goods arrived undamaged. The goods are destined to private individuals? If so, our forwarding agents must arrange the delivery date by phone. Things are different for deliveries on a fixed delivery day. In this case, a person must be on site from 8:00 a.m. until delivery and collect the goods in person. The driver does not announce his arrival by phone. If the driver does not find anyone on site, he/she will take the goods back and deliver them a second time for a fee. This normally happens on the next day at the earliest. The cost of a second delivery in Germany is at least 50,00 €.
Curbside delivery
The forwarding agent always delivers "free curbside", meaning that our forwarding agents deliver your goods to the curbside, at ground level without steps. They do not deliver the goods to the front door or inside the building. You must ensure that your delivery address is accessible by truck (7.5 t to 12 t).
Exceptions for larger orders: In this case, the delivery destination must be accessible for a truck over 18 m long and unloading devices such as a forklift / loader / unloading ramp must be available. If you do not dispose of unloading equipment, please inform us.
Let us give you some tips:Most drivers provide additional assistance. In these cases, even a friendly word or some tips would be appreciated. Contractually, the driver must not bring your goods to the front door or inside the building. You are liable for any damage.
Delivery to end customers and transport damages
Do we have to deliver to the installation site or to a private customer? The goods must be checked by experts directly upon delivery. Is anything missing? Is there any damage?
First check the package and take pictures of it if you see any scratches or similar. Take pictures during the unloading process as well.
In case of any damage to the package, open the protective film/box in the presence of the driver and check the goods carefully. If you detect damages, please note them with date and time on the forwarding note (not on the delivery note) and on the scanner of the forwarding company. Let the driver confirm the damage on the forwarding note by signing it. Ideally, you should make a copy or take a picture of the note. Without a document issued by the forwarding company, you cannot make a claim for the goods.
We have already experienced situations in which we were unable to determine when damage occurred after shipment. By signing the forwarding note without any indication of a damage, you confirm that the goods have been received without damage. Please also make note of the registration number of the truck.
Alternatively, you can refuse to accept the goods. If you have detected damages, please contact our service department directly at service@memodo.de.
If you are unable to check the goods by yourself, you must ask your customers to check them upon delivery. If your customer accepts the goods without checking them, a claim is no longer possible. This is also valid for delivery to friends or neighbours.
If it is not possible to ensure professional quality control at the place of installation, we recommend you to send the goods to your warehouse and to check them there.