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FAQ
Why cannot I place my order directly?
If you request items in the MISUMI online shop which are currently not in stock, your order will be set 'on hold' by the system, until the supplier has confirmed the requested quantity and delivery date.
In cases like this, an error message highlighted in red appears in the quotation process. Please proceed as follows:
- Use the displayed option Request for MISUMI
- Enter the required quantity and the preferred delivery date and send the request. A reception number for your inquiry will be displayed.
It usually takes one working day to process the inquiry. As soon as you have received a response to your inquiry by email, you need to confirm it in the MyMISUMI customer portal:
- Log in to your MyMISUMI profile
- Go to ‘Inquiry List’ in the menu on the left-hand side
- You will see an overview of the inquiries and can confirm the relevant ones.
- Finalise your order.
Afterwards, you will receive your order confirmation as PDF file via email and can also review it in your order overview in the MyMISUMI customer portal after a short transmission time.
Why am I asked to fill out a Compliance Declaration?
As an international company, MISUMI is obliged to comply with export controls and their legal requirements, which are regulated by EU regulations, worldwide sanctions lists and the German Foreign Trade Regulation. As your company is based in a third country and/or operates in a critical industry sector, we can only complete your registration once you have completed, signed and returned our Compliance Declaration.
How can I find out who is the administrator responsible for approving my account?
If you have added yourself as an additional user to an existing corporate account by entering a MISUMI customer number, your company administrator will receive an email asking to complete your registration.
Due to system reasons, it is currently not possible to automatically inform you about your administrator. If you would like to contact your company's internal administrator directly, please send an email to account@misumi-europe.com. We will share the relevant information about your company's corporate account administrator with you.
How does 'Quick Order' work?
The 'Quick Order' button is located on the product detail page and is enabled as soon as a part number has been generated.
This function allows you to order the selected quantity of the current product directly: the cart page is skipped, and you are forwarded straight to the order confirmation page, where you can verify and place your order.
Please note that this function is only available for one part number at a time. If you would like to combine multiple products in one order, please use the 'Add to cart' function.
Products which are already in the cart are not affected by 'Quick Order'. If the 'Quick Order' process is cancelled, the product is added to the cart.
How can I order from MISUMI?
As a registered MISUMI customer, you can place your order via the online shop:
- Log in to your MISUMI account
- Then go to the MISUMI main page and click on the yellow ‘Ouote/Order’ button
- Enter the necessary data: Part numbers, quantity, etc. and add the items to the shopping cart
- Select the ‘Go to order’ option in the shopping basket
- In the next step, check the address data for the billing & delivery address
- Place your order in the next step.
You will then receive your order confirmation as a PDF file by email and can also view it in your order history in the MyMISUMI customer portal after a short transmission time.
Are discounts available at MISUMI?
With MISUMI, you will receive a quantity discount on your item depending on the quantity ordered. You can see the discounts for the individual products on the respective product page of the items in the online shop, if available.
Please be aware that MISUMI does not provide resale discounts.
Can I change my order?
Yes, you can amend your order on our MyMISUMI customer portal, if the order or line item is eligible.
- Log in to your MyMISUMI-profile
- Select an order from your 'Order Overview'
- In the Order Detail View, click 'Modify / Cancel Order'
- Select all or single line items, you wish to amend
- Amend either the PO Reference, shipping address or shipping date
See tutorial video below.
Amendments made on the MyMISUMI customer portal will not have to be verified by our Customer Services and will be effective immediately.
Orders can be amended online, only if the order or line item meets the defined eligibility criteria (see Cut-Off times below).
Currently, you can only modify online orders, which you have placed yourself.
Currently, you can only modify online orders, which you have placed yourself.
Cut-Off Times
| Modification / Item | Stock Item | MTO Item (Made-to-order) |
|---|---|---|
| Customer PO Reference | 10pm day before Shipping Date | 10pm day before Shipping Date |
| Delivery Address (incl. Attention-to) | 10pm day before Shipping Date | within 2hrs after placing the Order |
| Customer PO Item Reference | 10pm day before Shipping Date | 10pm day before Shipping Date |
| Shipping Date (sooner) | 10pm day before NEW Shipping Date | N/A |
| Shipping Date (postpone) | 10pm day before Shipping Date | within 2hrs after placing the order |
Can I request express shipping?
MISUMI offers express shipping for deliveries within Germany and Europe.
Most deliveries within Germany, arrive the next working day. For express deliveries within Europe, delivery times vary from country to country, but generally arrive in one to two working days. The respective delivery time to your country and the increase in shipping costs can be found on the shipping costs/delivery time overview in the FAQ. During the online order process, you can choose standard or express delivery via the corresponding button. Please note that express delivery is not available on Saturdays. In case a Saturday delivery is required, please contact us through our Help Center in your MyMISUMI Profile:
- Log in to your MyMISUMI-profile
- Go to Help Center
- Provide detailed information about the relevant order/item
How can I report a product defect?
Please report any defects to us via the MyMISUMI customer portal:
- Log in to your MyMISUMI-profile
- Go to "Claims and Returns" in the menu bar on the left side under category "Services"
- Select the category 'Claims'
- In the drop down menu, please select the relevant order
- Fill in the form.
Send us photos and a detailed description so our technicians can identify the defect or fault. Your request will be reviewed and you will receive a replacement or credit depending on your preference. MISUMI will also arrange the collection of the rejected products. To arrange a collection of the packages, please provide the number of packages, their weight and size, the address for collection, and a contact name and phone number. We will take care of the next steps and get back to you with more information on your return. Please do not return the goods to us before our Customer Service team has confirmed your request.
Can I return incorrectly ordered goods?
If you would like to return an item for personal reasons (e.g. incorrect order on your part)contact us via the MyMISUMI customer portal and we will check whether a return is possible as a gesture of goodwill:
- Log in to your MyMISUMI-profile
- Go to "Claims and Returns" in the menu bar on the left side under category "Services"
- Select the category 'Return Goods'
- In the drop down menu, please select the relevant order
- Fill in the form.
These decisions are made on a case-by-case basis, depending on whether the parts are standard stock products, or have been especially manufactured for your order. It is not possible to return goods without contacting Customer Service first. Unapproved returns are shipped back to sender. If we agree for you to returns the goods, a restocking fee will apply (usually 20%) and you will need to pay for the return shipment. You will find more information on faulty or incorrectly delivered items in the FAQ.