HELP / FAQ
Can I also order by telephone?
No. Ordering is only possible via the Daimler Truck Shop. Of course, if you have any questions, you can contact us at any time using the contact form
Can I return one or more items?
Yes, you can return items that you have purchased in the online shop to us free of charge within 14 days of taking possession of them. For more information on returns, please refer to the Returns section. For morge information on cancellation, please refer to the cancellation policy.
How long do I have a warranty on the purchased items?
The waranty is 24 months from receipt of the respective item?
What should I do if the delivery is wrong or defective?
If the wrong item was delivered, you can request your return in our returns portal. From there select "Wrong item delivered". In the next step you can choose whether you want an exchange or a credit note.
If the delivered package shows obvious damage, pleasse refuse acceptrance by the shipping service provider. If you only notice later that an item is defective, please contact us immediately.
Which shipping service provider does Daimler Truck AG use?
We ship our items with UPS or DHL.
Can I track my shipment?
Yes, once your order is ready to shiop, you will receive an email from the shipping company with the tracking number.
Which payment options can I choose?
You can choose between the following payment methods:
Klarna:
- Purchase on invoice
- Financing
- Hire purchase
- MasterCard
- Visa
Help / FAQ
Here you will find answers to common questions regarding orders, payment, delivery, Click & Collect, returns, withdrawal & warranty, as well as data protection and contact.
Our goal is to provide clear and transparent information so you can find what you need quickly.
Can I place an order by phone?
No. Orders can currently be placed online only via our shop.
Our support team will gladly assist you with any questions.
Do I need to create an account?
No. You may order as a guest or create a customer account.
An account provides benefits such as faster repeat purchases and access to your order history.
Can I change or cancel my order afterwards?
As long as your order has not yet been shipped, a change or cancellation may be possible.
Please contact us immediately via the contact form (including your order number).
If the parcel is already on its way, the returns process applies.
I did not receive an order confirmation – what should I do?
Please check your spam folder first.
If no email is found, contact us via the contact form and we will verify your order promptly.
Do you deliver to pickup points?
In Germany, deliveries to DHL Packstation/Post Office (depending on parcel size) and UPS Access Point are possible.
How do I redeem a voucher/discount code?
Enter the code in the basket or checkout field “Enter voucher code”.
Please note the conditions of the voucher.
Can I order as a business (B2B)?
Yes. Business customers from all EU member states can order.
Please provide a valid VAT ID at checkout to enable the reverse‑charge mechanism.
For deliveries to Switzerland, net conditions apply as indicated.
Which payment methods are available?
At checkout you can choose credit card (VISA, MasterCard), Klarna (invoice or instant bank transfer) and bank transfer (prepayment). The options shown at checkout are decisive.
When will I be charged?
Credit card: at order completion (some issuers pre‑authorise, final charge on dispatch).
Klarna: according to Klarna’s terms (mind the invoice due date).
Prepayment: transfer the amount before shipping directly to Daimler Truck AG (bank details in checkout and in the order confirmation).
How do I redeem a voucher/discount code?
Enter the code in the basket or checkout field “Enter voucher code”. Please note the validity & conditions of the voucher.
How is VAT calculated?
VAT depends on the delivery country and is calculated automatically at checkout; the prices displayed there are binding.
For EU businesses with a valid VAT ID, invoicing is carried out net, under the reverse‑charge mechanism.
For deliveries to Switzerland, the indicated net conditions apply.
Payment security
Payments are processed via secure payment providers (TLS/SSL). Your payment details are not stored in our shop.
Which countries do you deliver to?
Private customers (B2C): Germany, Belgium, France, Netherlands, Switzerland.
Business customers (B2B, valid VAT ID): all EU member states.
How long does delivery take?
Germany & EU member states: approx. 2–5 working days.
Switzerland: approx. 2–5 working days plus time for customs clearance.
Different times may apply for certain products; see the product description.
Which carrier do you use?
Parcels: UPS and DHL (depending on country/item).
Freight items: selected freight carrier; appointment announced by e‑mail/phone.
Can I track my shipment?
Yes. With UPS, you receive a tracking link.
With DHL, tracking may be limited or unavailable depending on the shipment.
What are the shipping costs?
Shipping costs are automatically calculated at checkout based on the delivery country.
For details, see the Shipping category.
Is Click & Collect available?
Yes, Click & Collect is available in Neu‑Ulm only.
Find address and collection times under Shipping → Click & Collect.
Anything special for Switzerland?
Yes. Customs duties, taxes and fees may apply; these are not charged by us and are billed directly to the recipient by the carrier or the Swiss authorities.
Details: see Shipping → Deliveries to Switzerland.
How does Click & Collect work?
Select at checkout: Choose “Click & Collect” as the shipping option.
Payment: Payment is taken at the time of ordering, using the methods offered at checkout (e.g. credit card or prepayment/bank transfer).
Notification: You will receive an e‑mail when your order is ready for collection.
Collection: Please bring your order number and an ID if requested.
Times & address: See Shipping → Click & Collect.
How do I start a return?
Please register your return via the contact form (include order number & item). Step‑by‑step guidance is available under Returns.
What are the return costs?
Parcels: free of charge (B2C & B2B).
Freight items: fixed pickup fee per pickup country; amounts listed under Returns → Return costs.
What is the return process?
Parcels: return label by e‑mail, pack securely, drop off or arrange a pickup.
Freight: pickup appointment confirmed by e‑mail; have goods packaged and ready for pickup.
See the full process under Returns → Process.
When will I receive my refund?
After receipt and inspection, refunds are issued via the original payment method (e.g. Klarna, credit card). For freight returns, the fixed pickup fee is applied accordingly.
Anything special for Switzerland?
For returns, no customs duties or additional fees are charged to customers.
For the process details, see Returns → Deliveries to Switzerland.
What is the withdrawal period?
You may withdraw from your purchase within 14 days from receipt of goods. For details, see our cancellation policy (including the model withdrawal form) and Terms & Conditions.
How do I exercise my right of withdrawal?
Please notify us via the contact form (order number & item). Then follow the instructions under Returns.
Are there exceptions to the right of withdrawal?
Yes, statutory exceptions may apply (e.g. unsealed media, custom‑made items). Please refer to the cancellation policy / Terms & Conditions.
What warranty do I have?
Your statutory rights apply. See Terms & Conditions for details.
B2B note: Different provisions may apply to business customers (see T&Cs).
What should I do in case of a defect?
Please contact us via the contact form with your order number, item and a short description of the issue. We will assess the case and advise the next steps (e.g. replacement, repair, refund).
How is my data processed?
Your data is processed for specific purposes (order handling, shipping, payment) and protected via TLS/SSL. For details, see our privacy policy.
Are my payment details stored in the shop?
No. Payments are processed by certified payment providers and are not stored in our shop.
How can I contact support?
Via the contact form, by email at originalteile-ulm@daimlertruck.com
Service hours: Mon–Fri 08:00–17:00, Sat 08:00–13:00 (excluding public holidays).SL. For details, see our privacy policy.