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FAQ
Can I have my goods delivered to a private address?
As a B2B company, MISUMI can only deliver to registered companies or universities. Deliveries to private and home-office/remote-work addresses, as well as deliveries to post boxes, parcel shops, self-storage hubs and hotel addresses are not possible.
What are the delivery times at MISUMI?
For delivery times, we differentiate between stock items and items that are ordered from our suppliers. Stock items ordered Mon-Thu by 4 pm or Fri by 3 pm (CET) will usually be dispatched on the same day. Items that we do not have in stock or items that are configured and manufactured on demand have a longer delivery time, which also depends on the production capacities of our suppliers. Deliveries outside Germany will have a longer delivery time, you can find more information in the FAQ. On our website, you will find a non-binding overview of delivery times when you have selected a product. The actual delivery date of your order is shown in your order confirmation.
What do I do if only part of the goods have arrived?
In rare cases, goods of an order may arrive in different packages. The number of packages used to ship your order is stated on the last page of the delivery note. In case you have not received all packages stated on the delivery note, please wait another working day to see if the missing package arrives later. As an order can have multiple delivery dates, please check your order confirmation to ensure that all items have been confirmed and to find the delivery date for your missing item. In case you have received all packages, but an item stated on the delivery note, is not included, please report this via the Help Center in your MyMISUMI portal.
Where can I find the tracking number for my delivery?
Once the ordered goods leave our logistics centre, you will receive a shipping confirmation by e-mail. This will contain the tracking number and details of the shipping service provider at the bottom.
Which shipping service providers will the delivery be handled by?
In Germany, orders are generally shipped with GLS whereas TNT is our standard provider for shipments to all other countries. In rare cases, we may ship with other carriers such as DHL, UPS or Raben Logistics.
If your company has a carrier account with TNT, DHL, FEDEX or UPS, this information can be added to your MISUMI corporate account. Please contact us via the Help Center in your MyMISUMI profile and provide the relevant shipping service provider, and the carrier account number. As soon as this is set-up, we will send you a confirmation and your next order will be charged directly to your carrier account.
Who can order from MISUMI?
Officially registered companies, traders and educational institutions can place orders with MISUMI. To place orders, you must be registered as a Corporate User. Enquires and orders from private individuals cannot be processed.
Where do I submit a claim?
Send us your claim via the MyMISUMI customer Portal:
- Log in to your MyMISUMI-profile
- Go to Help Center
- Select the category 'Register a Claim'
- In the drop down menu, please select the relevant order
- Fill in the form.
You will find different categories (incorrect goods, incorrect quantity, missing goods, shipment not received, invoice-related, quality-related). Mark the faulty item and send us a detailed description of the fault. For quality related claims, please also include a photo and detailled issue description.
How can I return goods in case of an incorrect delivery from MISUMI?
If an incorrect product has been delivered to you, you can report this via the MyMISUMI customer portal:
- Log in to your MyMISUMI-profile
- Go to Help Center
- Select the category 'Register a Claim'
- In the drop down menu, please select the relevant order
- Fill in the form.
Your request will be checked, incorrect delivered products will be replaced as soon as possible and the incorrect delivery will be collected. Please provide the following information: the number of incorrectly delivered parcels, their weight and size, the collection address, a contact name and contact 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.
How can I cancel an order at MISUMI?
To request the cancellation via our MyMISUMI customer portal:
- Log in to your MyMISUMI profile
- Go to Help Center
- Select the category 'Cancellation'
- In the drop down menu, please select the relevant order
- Enter all the required information and send us your cancellation request.
We accept cancellations free of charge within 2 hours after placing the order. You can find an overview of our cancellation conditions here.
Please be aware that Meviy-products cannot be cancelled in general.
Who can request quotations from MISUMI?
Officially registered companies, traders and educational institutions can request quotations from MISUMI. To receive quotations, you must be registered as a "Corporate User", which you can do here. Enquires and orders from private individuals cannot be processed.