FAQ

1. General questions

Is there a minimum Order value?
Yes, to provide you the best possible prices, we had to set a minimum Order value of 100 Euro (you can check at Checkout, how much it is in USD or CAD)
 
Where is my Parcel coming from?
We work currently with a distributor in Germany.
 
Is my data secure at Mygermany24.com?
Absolutely, we’re not sharing any of your personal information with any third parties. If you wish to delete your data on our server, simply contact us by email and we will erase your data.
 
What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.
 
Can I change my order?
We can only change orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes to your order, please reach out to support by sending us an email at orders@mygermany24.com
 
 
2. Payment

What payment methods do you accept?
You can purchase on our website using a debit or credit card, paypal.

You can chose these payment methods at checkout.

Which currency will I be charged in?
We currently only support the following currencies for charging our customers in their local currencies: USD, CAD and EUR. 

If your credit or debit card use another currency, then you will be charged in USD, CAD or EUR, depending on the website setting. Your bank will apply the corresponding  conversation rate of the currency you choose.

3. Shipping

Where do you ship?
We currently ship in the United-States and Canada.
For shipping outside of these countries, please reach out to our support through our helpdesk.
 
How long does it take to ship my order?
Once you've placed your order, it usually takes up to 72 hours to process it for delivery.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

- United-States: 1-2 days Express (Regular 7-21 days)
- Canada: 1-2 days Express (Regular 7-21 days)

Do you offer fast shipping?
We offer fast shipping on a select number of countries:

- United-States: 1-2 days
- Canada: 1-2 days
 
Price will be calculated at checkout.

You can select fast shipping after having entered your delivery location.

What if I'm not home?
If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Will I pay taxes for international shipping?
You will have to pay custom taxes and duties.

Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer the to website of the delivery partner handling your delivery.

4. Returns

Do you accept returns?
We do not accept returns currently.
 
However, if you receive a damaged parcel or any item is damaged, you need to contact us immediately.
 
Can I exchange an item?
We do not accept exchanges and they follow the same conditions as returns