Important shipping information: Everything you need to know about our shipping company
Delivery time of the shipping company
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 shipping company and eventually the tracking number. As a rule, 1-3 working days are needed between the handover of the goods to the shipping company and delivery. Our shipping companies do not deliver on Saturdays, Sundays and public holidays.
Larger orders (e.g. over 120 modules, 60 mounting 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 sincerely apologise if your delivery date was not met by the shipping company – we understand how frustrating this can be. To assist you as quickly as possible, please report the delay to us immediately, providing your case number and customer number. Simply use the Memodo Service & Support online form for this.
Even if the shipping company informs you of a delay, we still need you to notify us, as they 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 shipping company. The driver must also confirm the delay by writing his/her name in 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 require this information no later than three days after delivery in order to file a compensation claim against the shipping company:
- 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 shipping company and assist you with the procedure. The shipping comapny'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 shipping company.
Exception: We are not liable for force majeure, such as natural disasters and unavoidable events (e.g. traffic accidents).
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 shipping company 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 shipping company always delivers "free curbside", meaning that our shipping companies 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. However, they are not contractually obliged to deliver your goods to your doorstep or inside the building. Please note that you are liable for any damages.
Delivery to end customers and transport damages
Do we have to deliver to the installation site? 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 shipping note (not on the delivery note) and on the scanner of the shipping company. Let the driver confirm the damage on the shipping note by signing it. Ideally, you should make a copy or take a picture of the note. Without a document issued by the shipping 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 shipping 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 discovered any damage, please contact Memodo Service & Support directly.
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.