HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and respond promptly. We typically respond within 24 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER I PLACE MY ORDER?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it is only sometimes possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can correct your package before it ships.
There is no guarantee we will make it, especially if it leaves our warehouse, but we are doing everything we can!
HOW LONG IS THE PROCESSING TIME?
The processing time for your order is one business day after the day you place your order.
Most packages are prepared within 24 hours, but if our warehouse is exceptionally overloaded, processing time may be up to 3 business days after you place your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships all orders Monday through Friday (excluding major holidays). After you place your order, your package should be shipped within 5-10 business days.
WILL MY ORDER BE DELIVERED IN ONE PACKAGE?
Depending on the size of your order, you may receive multiple packages that may arrive 1 to 2 business days apart.
OUT OF STOCK/BACKORDER ITEMS:
If any of your items are out of stock, we will email you to let you know when we expect to be able to ship the items. If the items are not expected to be back in stock within two weeks, we will automatically refund the purchase price of those items.
ADDRESS CHANGES:
So if you notice an error, please email us as soon as possible with your name and order number so we can try to locate your package before it ships.
There is no guarantee that we can change the address, especially once the package leaves our warehouse, but we will do everything we can!
I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
We apologize that your shipment did not arrive in perfect condition! Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track my order link on the home page or main menu and enter your tracking number to see where your package is. If you need further assistance, we are always ready to help you.
WHY IS MY TRACKING NUMBER NOT WORKING?
Often tracking numbers only work for domestic orders. If your tracking number is not working, please let us know so we can make sure your items have been shipped correctly.
WHAT CAN I DO IF SOMETHING IS MISSING OR DAMAGED IN MY ORDER?
If an item you purchased is missing or damaged, please contact us immediately to resolve the issue.
We have a money-back guarantee that is valid for 30 days before your order is delivered, so make sure you contact us within this time frame. To reach us, please use the "Contact" tab or email us at support@wolffhost.com.
How long will it take to receive my order?
This depends on where your order is being delivered to and how close it is to our warehouse. Our order cut-off time is 5 PM CET. Orders are processed within one working day. Orders take 5-10 working days to arrive (Monday to Friday). Delivery details will be provided in your confirmation email.
Which shipping companies do you use?
For our German customers we use DHL.
What condition do products have to be in to be returned?
All products must be returned in the same condition they were received (in their original packaging and unused).
What is the restocking fee?
We do not have a restocking fee.
Who pays for shipping?
For defective products, we will cover these costs for you. However, for all other returns (including complaints), you will be responsible for the actual return shipping costs.
For further information please contact
- Address: Betuwehaven 8, 3334PV, Nieuwegein, Netherlands
- E-Mail: support@wolffhost.com
- Phone: +49 40 80813473