FAQ

Products

Orders

1. Is de.laserpecker.net an official store of LaserPecker?

Yes, de.laserpecker.net is an official manufacturer shop of LaserPecker. Buy authentic LaserPecker products directly from the official LaserPecker online store and enjoy free standard shipping, 12 months warranty and professional customer service.

2. From which countries can I order, and to which countries can be delivered?

From de.laserpecker.net we currently deliver to Germany, Austria, Netherlands, and Switzerland.

For delivery to other countries, please visit the corresponding websites.

For other countries within EU, please visit eu.laserpecker.net;

For United Kindom, please visit uk.laserpecker.net;

For other countries, please visit www.laserpecker.net

3. Is a customer account necessary to order in the LaserPecker online shop?

No, you do not need a customer account to purchase. An order as a guest is easily possible.

However, a registration offers various advantages, such as customer points, shipment tracking, etc.

4. How do I know if my order has been received correctly?

If you already have a customer account, you can check the detailed information about your purchases in your customer account after you have placed your order.

You will also receive a confirmation e-mail with an overview of your order.

5. I have not received a confirmation e-mail for my order, what should I do?

If you do not receive a confirmation email, please contact services@laserpecker.com.

6. Can I still change the delivery address of my order?

When placing your order, please ensure that your delivery address, name, address and contact information are correct before finalizing your order.

If you wish to change the delivery address, please send us an email (services@laserpecker.com) within 24 hours after placing your order and provide us with the correct delivery address. Otherwise, we will ship the products to the address according to your order information.

If a change of delivery address is requested after the order has been shipped, we can no longer guarantee that the delivery address of the order can be updated. Furthermore, in this case the responsibility is no longer with LaserPecker and all associated risks and costs will be borne by the customer.

7. How long does it take to process my order?

Once your payment has been confirmed, we will process your order and hand it over to the transport company within an average of 24 to 48 hours (except Saturdays, Sundays and public holidays). The exact delivery time depends on the chosen transportation solution and your delivery address.

A telephone number is absolutely necessary for the shipment. If the phone number is missing from the delivery address, our customer service team will contact you via email and ask for your phone number. Shipping will only be arranged after we have received a telephone number from you.

You can follow the progress of your parcel at any time via the order tracking page using the tracking number that you will receive after your order has been shipped.

*Note:

For products in pre-sale, please refer to the corresponding product page for the estimated shipping time.

Please be sure to include your phone number during checkout as a phone number is required for shipping.

8. How can I cancel my order?

If you change your mind, please contact us at: services@laserpecker.com within 2 hours after placing your order to explain the situation and cancel the order. We will then process the return for you according to our return/refund policy.

For pre-sale items, if you have any other considerations or requirements regarding order cancellation before shipment and wish to contact our Customer Support Team, we will do our best to assist you.

*Warning: Please do not simply refuse the package. If the customer refuses the package, all associated risks and costs will be borne by the customer as a result of the refusal.

9. Does the displayed price include VAT?

For orders to EU countries ( Switzerland not included), all displayed/paid prices on de.laserpecker.net are VAT inclusive.

For orders to Switzerland, the price is exclusive of VAT.

Please refer to the tax info notice on the product page. The final payment amount will be automatically adjusted based on your shipping address.

Payment

1. What payment methods are offered?

LaserPecker accepts the following payment methods:

Credit Card (Visa, MasterCard, Maestro, American Express, JCB, Discover, Diners Club, UnionPay)
PayPal
Klarna
Apple Pay
Google Pay
Bank Transfer

2. Can I pay with different payment methods?

Different payment methods cannot be combined, and you can only use one bank card for each order.

3. Can I pay for my order after delivery?

We regret to inform you that we currently do not support cash on delivery payment methods. We currently accept payment methods through Klarna (in the UK, Germany, and the USA) for installment payments.

4. Do I have to pay extra fees when I buy LaserPecker products?

Customers do not need to pay any additional fees for payment. Please note that for EU countries, product prices include VAT.

5. What should I do if the payment for my order is declined?

If your payment has been declined, you will need to place your order again. We're not able to reinstate an order once the payment has been declined.

To help ensure your order is not declined when placing a new order we suggest checking the following:

Your order information (eg. phone number, email address) before submitting your order; if you are shipping to a business address, make sure to put your name on the order.
Card details to make sure the information is correct, e.g. the expiry date and your billing address.
Enter the correct security code - that's the three-digit number on the backside of your card.
Your card issuer may have declined your payment. As they don't tell us the reason for this, it's best to check with them.(If you are unsure of the reason for payment failure, you can also contact our customer service at services@laserpecker.com and provide a screenshot of the failed payment. We will assist you in identifying the reason for the payment issue).

6. When will I receive the invoice?

After your order has been shipped out (fulfilled), you will receive a shipping notification email that includes a button to download the invoice. Click on the button to download the invoice.

For invoices with VAT numbers for EU countries, please contact our customer service to provide the necessary information.

Shipping & Delivery

1. To which countries does LaserPecker ship?

From de.laserpecker.net we currently deliver to Germany, Austria, Netherlands, and Switzerland.

For delivery to other countries, please visit the corresponding websites.

For other countries within EU, please visit eu.laserpecker.net;

For United Kindom, please visit uk.laserpecker.net;

For other countries, please visit www.laserpecker.net

2. From where will my parcels be sent and when can I receive my parcels?

The shipping location and delivery time varies from product to product and also depends on the availability of the product.

Single machine or machine plus accessories combo are sent from local warehouse in Germany. Delivery time usually takes 2-7 days.
Separate accessories or materials are sent out from our warehouse in China. Delivery time usually takes 8-20 days.
Presale items will be sent from China to the local warehouse first, and then delivered to you from the local warehouse. Please refer to the relevant product page for the expected shipping time.

Notice: If the order includes both machine and separate accessories or materials, the order will be split and delivered separately.

3. How do I know if my order has been shipped?

As soon as your order is shipped, you will receive an email with your tracking number. You can then use this tracking number to track the shipping status of your package on the Order Tracking Page.

If for any reason you have not received a shipping confirmation email within 5 business days of your purchase date (does not apply to pre-sale products), please let us know by emailing services@laserpecker.com. We will be happy to find out exactly what is wrong with your order.

4. How can I track the shipment of my order?

To track your order, please visit the Order Tracking Page.

5. How long will it take for my package to arrive?

Shipments from local warehouses typically take 5-7 days for delivery, while shipments from China warehouses usually take 8-20 days. You can find more detailed information on the shipping durations on the Shipping Policy.

6. How much will it cost to ship my order?

We currently offer free shipping to most countries, with a few exceptions for remote areas where shipping fees (€50-€100) may apply, such as Alaska, Micronesia, and other remote regions.

However, you can select express delivery at the checkout depending on your requirements. The corresponding costs for express delivery are also displayed at the checkout.

7. Will I be responsible for import duty, VAT (Value-Added Tax), or other taxes?

Import Duties: Products shipped from our overseas warehouses do not require the payment of import duties. We currently have warehouses in the USA, Canada, Australia, Germany (covering EU customers), the UK, and Japan. Products shipped from China may incur import duties. If you encounter any import duty issues, please contact our customer service at services@laserpecker.com for assistance.
EU Countries: Prices for products in EU countries include VAT.

8. Can I ship my order to a PO Box?

We currently do not support shipping to PO Boxes.

9. Does LaserPecker ship to APO / FPO addresses?

We currently do not support shipping to APO / FPO addresses.

10. What should I do if I have not received my parcel?

If you do not receive the package, please contact us at support@laserpecker.com within 7 days after the estimated delivery time suggested by the official tracking system of logistics companies, or we shall bear no responsibility on this occasion.

11. What should I do if my parcel arrives damaged or incomplete?

If our products are damaged due to improper transportation, please contact us immediately at support@laserpecker.com and provide us photos of the product and packaging after you receive your package. We ask for your understanding and patience in this situation.

If there is any damage to the package and/or products inside, or if there is any item(s) missing, please contact us at support@laserpecker.com within one day of receipt and provide us with pictures and/or videos. Our support team will help you to solve the issue.

Returns & Exchanges

1. Need to make a return?

Generally, our return and refund policy is valid for 14 days from the date of receiving the package. We are unable to process returns or refunds that exceed this time limit.

If you need to initiate a return, please review the specific return process and requirements outlined in our Return & Refund Policy.

2. What should I do if a faulty or damaged product has been delivered?

In this case, we apologize for the inconvenience.

To ensure a smooth and quick processing of your issue, please contact our service team at services@laserpecker.com immediately. We will do our best to help you solve this problem.

3. I need my refund redirected to a different account. Is that possible?

So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.