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FAQ

JACOB Pipework Systems Knowledge FAQ

Below you will find anwers to the questions we get asked the most.

Please select a topic:

Orders

Delivery

Billing

Complaints and refunds

Security and data protection

Orders

In principle, we sell our articles exclusively to business customers. Unfortunately, purchasing our products as a private person is not possible.

You can send your order to us directly. There is no need to order indirectly via a wholesaler.

You can order via email, phone and fax. If you are located in the Germany, Switzerland, Czech Republic or Slovenia you can also order via our convenient webshop at www.jacob-shop.com.

When you enter your company data in your first order, we will create a customer account for you. The customer number you receive in the order confirmation can then be used for all further processes in the future.

No. You can purchase our articles with a quantity of just 1.

There is no minimum order value. You can advertise our articles from a quantity of 1. Please note that for orders with a net value of below €80 a small quantity surcharge applies.

After registering in our webshop, you can view any order via your customer account. You can register for our webshop here.

Please note that the webshop is only available in Germany, Switzerland, the Czech Republic and Slovakia.

Contact our sales department directly by email or phone and we will examine your request for you.

sales@jacob-rohre.de

+49 (0)571 9558 201

Contact our sales department directly by email or phone and we will examine your request for you.

sales@jacob-rohre.de

+49 (0)571 9558 201

If the recipient of the goods changes, please contact us by email or phone to check whether the change can still be made.

sales@jacob-rohre.de

+49 (0)571 9558 201

Contact our sales department directly by email or phone and we will examine your request for you.

sales@jacob-rohre.de

+49 (0)571 9558 201

Yes. You can find our locations here. If your country is not listed, please contact our international sales team.

sales@jacob-rohre.de

+49 (0)571 9558 201

Delivery

You can inquire about current delivery times at any time by contacting the sales department or by checking the availability in our online shop.

Inquire about the delivery time for custom-specific products by contacting our sales team.

sales@jacob-rohre.de

+49 (0)571 9558 201

Basically, JACOB delivers worldwide. However, the conclusion of the contract is always subject to change until the admissibility under export control law has been checked and, if necessary, approved by BAFA.

The freight and packaging costs are calculated individually according to the required volume. In our online shop, up to a certain volume, the freight and packaging costs are already listed directly in your shopping cart.

Freight and packaging costs are charged for all orders.

From Germany we send our goods with UPS and the Hellmann shipping company. Depending on where you are located, other shipping partners might be involved. If you would like your own routing order, please contact our sales team.

sales@jacob-rohre.de

+49 (0)571 9558 201

We aim to keep freight and packaging costs as low as possible and these costs depend on the volume. Accordingly, you will receive your goods via parcel service, if possible. For larger volumes, the goods will be shipped on pallets by a forwarding agent.

Yes, express deliveries are possible. You can specify this when placing your order the regular way or when ordering via our online shop.

Please be aware that our online shop is only available in Germany, Switzerland, Czech Republic and Slovakia.

We can send you an automatic shipment tracking including packing list and delivery note for every order directly by email. Please note that this service is only possible for one email address per company and cannot vary per order or delivery. If you are interested, please contact our sales team.

sales@jacob-rohre.de

Feel free to contact our sales team by email or phone if you have any questions about your order/request:

sales@jacob-rohre.de

+49 (0)571 9558 201

Depending on the status of your delivery, we can alter the recipient’s address for you. Simply contact our sales team.

sales@jacob-rohre.de

+49 (0)571 9558 201

You are welcome to include the partial deliveries you require when placing your order. If individual items are currently not available, please contact our sales department to discuss possible alternatives or an advance delivery.

sales@jacob-rohre.de

The availabilities of our articles are also displayed directly in our online shop. If an article is not available at short notice, you also have the option here to select the advance delivery directly in the order.

Please be aware that our online shop is only available in Germany, Switzerland, Czech Republic and Slovakia.

For each partial delivery there are additional shipping costs that will be charged to the customer. However, we always try to find the most cost-effective shipping method for you.

Billing

You can purchase on account or pay in advance.

Payment for your goods is made by bank transfer. Immediate payments by credit card or PayPal are currently not possible.

Payment in advance is necessary if a customer is not covered by our credit insurance, the customer has paid late in the past, or there has been a payment default.

Unless indicated otherwise in the order confirmation, our invoices are due and payable within 14 days after the invoice date and receipt of the invoice.

The invoice is generated upon delivery and can be sent by email as well as by mail. To protect the environment, we prefer to send invoices by email.

No. Payment in instalments is not possible with JACOB.

You will find the details of four bank accounts on our invoices. You, the customer, can choose which account to use.

No, there is usually no confirmation of receipt.

If you have any questions about the content of the invoice, please contact our sales team. If you need clarification regarding the payment of the invoice (e.g. longer discount period or late payment), please contact our accounting department.

Sales:
sales@jacob-rohre.de
+49 (0)571 9558 201

Accounting:
+49 (0)571 9558 0

Please make sure that you provide the correct billing address when ordering. Should a change be necessary, please contact our sales team.

sales@jacob-rohre.de

+49 (0)571 9558 201

If your invoice is incorrect, please contact our sales team.

sales@jacob-rohre.de

+49 (0)571 9558 201

If you have not received an invoice, please contact our sales team.

Complaints and refunds

Complaints are only accepted in writing via email. Depending on the complaint, we will need pictures of the product in question.

reklamation@jacob-rohre.de

If the complaint is justified, Jacob will take care of the return transport.

In the case of justified complaints, JACOB will pay the costs.

In this regard, please note §9 of our general terms and conditions.

However, please reach out to our sales team to discuss your individual case.

reklamation@jacob-rohre.de

Items that are the subject of a complaint will always be exchanged. If an exchange is not possible for certain reasons, a credit note may be issued. Please clarify this with our sales team for your individual case.

Customer-specific products are generally not taken back.

If the delivery is not to the desired quality standard, please do not hesitate to contact us.

reklamation@jacob-rohre.de

Security and data protection

Your data is stored in our SAP Customer Relationship Management (CRM) and our SAP Enterprise Resource Planning (ERP).

You can view our privacy terms here.

If you have any questions or comments about data protection, please send us an email:

dsb@jacob-rohre.de

You can unsubscribe at any time using the unsubscribe link in our newsletter.

Alternatively, send us an email:

marketing@jacob-rohre.de

Personal data will not be passed on to third parties. For software in which at least personal data is processed, we have concluded a contract for commissioned data processing with the respective providers.

Simply contact us by email, telephone or post to have your data deleted.

sales@jacob-rohre.de

+49 (0)571 9558 201

Fr. Jacob Söhne GmbH & Co. KG
Niedernfeldweg 14
32457 Porta Westfalica
GERMANY

We use security certificates and the latest security standards on our website.

You couldn't find an answer to your question? Don't hesitate to contact our sales team!