FAQ

 

RETURNS AND REFUNDS

 

  1. HOW CAN I RETURN AN ITEM?
    Ordered goods can be returned to us within 31 days. You can find more information about returns here.
    Goods ordered in the online store can also be returned in the stores.
    The prerequisite for an exchange on site is that the item in question is available there at the time of the exchange.

  2. THE ITEM IS DEFECTIVE OR INCOMPLETE?
    Of course you can return incomplete or damaged goods to us. Please do so so that we can process your complaint promptly, contact us via the contact form to get in touch with us. 
    Please have the order number ready and briefly describe the defect or which item was not included in the scope of delivery. The service staff will then tell you how to proceed. 

  3. HOW LONG CAN I RETURN ITEMS?
    Ordered goods can be returned within 31 days of receipt. You can use a shipping service provider of your choice for the return shipment.


    Please send returns to the following address:
    ASMC GmbH
    Returns Department
    Industrial Park Klinkenthal 55
    66578 Schiffweiler
    GERMANY

  4. HOW LONG DOES THE REFUND TAKE AFTER RECEIPT OF THE RETURN?
    Once we have received and checked your return, we will issue a credit note and instruct you to make payment. Please note that it can take up to 2 weeks for the credit amount to be credited to your account.

  5. YOU HAVE NOT RECEIVED A RETURN SLIP?
    If you have not received a return label with your delivery, please request one by stating your order number via our contact form to.

  6. CAN SEVERAL ITEMS IN AN ORDER BE RETURNED?
    Of course you can also return several items from one order to us. The return slip is automatically generated by our system. Simply select the order in your customer account and mark the products you wish to return. We will take care of everything else for you!

  7. CAN I ALSO EXCHANGE ITEMS THAT DON'T FIT?
    In principle, we do not offer exchanges. However, it is possible to return the items in question and then place a new order. We will credit you the value of the returned items within 14 days of receiving the return and process your order promptly.

  8. HAVE YOU RECEIVED THE WRONG ITEM?
    We are sorry about that. Please contact our customer service immediately at info@asmc.de. Our service staff will endeavor to find an individual solution to the problem as soon as possible.

ORDERS

  1. HOW CAN I PLACE AN ORDER?
    You can easily place an order, either via your customer account or as a guest. If you need support or have any questions, please contact us via our contact form to our customer service - we will be happy to help you!

  2. DO YOU ALSO OFFER VOUCHERS?

    Yes, we offer gift vouchers! You can purchase digital gift vouchers in our online store, which are delivered immediately by email. These vouchers can be redeemed both online and in our stores.

    Please note, however:

    • Gift vouchers that are under ASMC.de cannot be purchased under ASMC-Unlimited.com and vice versa.
    • However, in our stores you can redeem vouchers from ASMC.de as well as from ASMC-Unlimited.com redeem.


    You also have the option of purchasing vouchers directly in our stores.

  3. DO YOU OFFER DISCOUNTS FOR BULK BUYERS?
    Although we are not a wholesaler, we can offer special conditions for bulk buyers. Please contact us via our contact form or write to us at authorities@asmc.de.

  4. DO YOU OFFER SPECIAL DISCOUNTS FOR PUBLIC AUTHORITIES?
    Send us your request! We will be happy to check your request and get in touch with you as soon as possible.

    Please contact us by phone or e-mail.
    +49 6821 9449 666
    behoerde@asmc.de

  5. HOW CAN I CHANGE OR CANCEL AN ORDER?
    Please contact our customer center (contact form) if you would like to change or cancel an open order. We will be happy to check the processing status and, if possible, adjust the order according to your wishes.
    Please understand that, depending on the payment method, we may not be able to make any more changes.

SHIPPING AND DELIVERY

  1. CAN I CHANGE MY ADDRESS LATER?
    In principle, you can change the delivery address at any time as long as your order has not yet been dispatched. As soon as it has left our warehouse, it is no longer possible to change the delivery address.

  2. HOW DO I GET THE TRACKING NUMBER FOR MY ORDER?
    As soon as your parcel has left our warehouse, you will receive an email with the shipping confirmation and all the important information about your delivery. You will also find your personal tracking number in this email, which you can use to track the delivery status of your parcel.

  3. WHAT ARE THE SHIPPING COSTS?
    You can find detailed information on the shipping costs incurred here here.

  4. WHAT SHOULD I DO IF THE PARCEL IS DAMAGED AT THE TIME OF DELIVERY?
    In such a case, please check the contents of the parcel before accepting it! Refuse to accept the delivery if you notice that any part of the order is missing or defective.
    Inform our customer service immediately that you have refused to accept your delivery due to a defect. As soon as we have received the return and checked the contents, we will repack the items you ordered and send them to you.
    If you have accepted the parcel despite the defect and subsequently discover that the delivery is incomplete or damaged, please contact a nearby post office and file a damage report there.

PAYMENTS

  1. WHICH PAYMENT OPTIONS ARE AVAILABLE?
    You can find information on the individual payment methods here.

  2. WHEN WILL I RECEIVE THE CREDIT NOTE FOR MY RETURN?
    Returns will be refunded within 10 to 14 working days after confirmation of receipt of the return.

FILIALS

  1. ARE THE CUSTOMER CARDS ALSO VALID IN THE STORES?
    Of course you can also get your customer card discount in our stores. If you have forgotten your discount card at home, you can give us your customer number and verify your identity using your ID card or driver's license. As the customer cards are not transferable, we unfortunately cannot grant you the discount without proof. We ask for your understanding!

  2. CAN I HAVE A PARTICULAR ITEM DELIVERED TO A STORE?
    Please contact our customer service. We will be happy to deliver the desired item to a store of your choice within 3 to 5 working days. However, we can only deliver products to the store if they are available in our online store at the time of ordering and can therefore be delivered immediately.

  3. DOES DELIVERY TO A STORE OBLIGE ME TO BUY THE GOODS?
    You are not obliged to purchase the items supplied! You are welcome to have your desired items delivered to the store for viewing or size selection without entering into a purchase contract. You decide on the spot which items you would like to buy!

  4. IS MY DESIRED ITEM AVAILABLE IN A STORE?
    You can easily check the availability of your desired item in a store yourself. To do this, click on the button on the product overview page "Check availability".
    If the item is not available in the desired store, you can have it delivered to a nearby store to view or select a size. For further information, please contact our customer service via the contact form contact form.

  5. WHERE CAN I FIND AN ASMC BRANCH?
    You can find us at three locations across Germany. All addresses and opening hours of our branches can be found here.

  6. CAN I ALSO CONTACT THE STAFF IN THE BRANCHES BY PHONE?
    Unfortunately, you cannot contact our employees in the branches by telephone. If you have any questions, our service staff will be happy to answer them.

  7. CAN I RETURN GOODS PURCHASED ONLINE TO THE STORES?
    Of course, you can also return items that you have purchased in our online store to our stores. However, an exchange on site is only possible if the desired item is in stock in the store. We ask for your understanding.

ARTICLE

  1. FOR WHAT REASONS CAN A FELDPOST ORDER BE (PARTIALLY) RETURNED?
    Please note that we are not allowed to supply field post addresses with batteries or spray cans and are forced to return these items, which often results in returns. In the event of a return, we will reorder your order and refund the corresponding amount. You will then receive your order without the returned items and don't have to worry about anything else.

  2. WHY ARE ORDERED DANGEROUS GOODS ITEMS NOT INCLUDED IN THE SCOPE OF DELIVERY OF MY ORDER?
    Please note that a separate shipment is required for dangerous goods items such as ammunition or fireworks. This can lead to delays in partial deliveries of your order. Dangerous goods are usually delivered 2 to 3 days after the regular order delivery.

  3. HOW LONG DOES THE DELIVERY OF MY NAME TAPES TAKE?
    Name ribbons are also delivered separately and can take up to 14 working days. Delivery takes place in an envelope and is sent by an external service provider. Please note that individual production takes more time and delivery may therefore be slightly delayed.

 

Customer cards and ASMC Prime League: 

  1. What happened to your loyalty cards? 
    Our loyalty card models (Yourcard, Procrad and Goldcard) have been replaced by our Prime League loyalty model.
    However, existing customer card holders will continue to receive the discount to which they are entitled and collect points at the same time. After the expiry date, the status of the points collected will count. 
  2. What is the ASMC Prime League? 
    The Prime League is ASMC's own loyalty program with which you can secure exclusive benefits.
    You can find more information about the Prime League here. 
  3. What about existing customer cards? 
    Existing customer card holders will continue to receive the discount to which they are entitled and collect points at the same time. 
    After the expiry date, the status of the points collected will count.


  4. Do authorities, soldiers, emergency services or honorary positions no longer receive discounts?
    Soldiers, emergency personnel and volunteers will continue to receive exclusive benefits. After successful verification, you will receive a fixed base of 5,000 XPs with which you can start directly in the Prime League and continue to collect points. Find out more about the authority bonus here: Authority discount.