FAQ - LaserPecker DE

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1. Is de.laserpecker.net an official LaserPecker shop?

Yes, de.laserpecker.net is an official LaserPecker manufacturer shop.

Buy authentic LaserPecker products directly from the official LaserPecker online store and enjoy free standard shipping, a 12-month warranty, and professional customer service.

2. From which countries can I order and to which countries can I ship?

We currently ship from de.laserpecker.net to Germany, Austria, the Netherlands, and Switzerland . For delivery to other countries, please refer to the respective websites.

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

For the United Kingdom, please visit uk.laserpecker.net ;

For other countries please visit www.laserpecker.net .

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

No, you don't need a customer account to shop. Ordering as a guest is perfectly acceptable. However, registering offers various benefits, such as customer points, shipment tracking, and more.

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

If you already have a customer account, you can review detailed information about your purchases in your customer account after placing your order.

You will also receive a confirmation email with an overview of your order.

5. I didn't receive a confirmation email 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 shipping address, name, address and contact information are correct before completing your order.
If you would like to change the delivery address, please email us ( services@laserpecker.com ) within 2 hours of placing your order and provide us with the correct delivery address. Otherwise, we will ship the products to the address provided in your order information.
If a change to the delivery address is requested after the order has been shipped, we can no longer guarantee that the order's delivery address can be updated. Furthermore, in this case, LaserPecker no longer assumes responsibility, and all associated risks and costs are transferred to the customer.

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

Once your payment is confirmed, we will process your order and hand it over to the carrier within an average of 24 to 48 hours (excluding Saturdays, Sundays, and public holidays).

The exact delivery time depends on the chosen shipping solution and your delivery address. You can track the status of your package at any time via the order tracking page using the tracking number provided to you after your order has been shipped.
*A notice:

A telephone number is essential for shipping. If your phone number is missing from the delivery address, our customer service team will contact you via email and request your phone number. Shipping will only be initiated after you provide us with a phone number.

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

Please be sure to enter 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 of placing your order to explain the situation and cancel your order. We will then process the return for you according to our Return/Refund Policy.

Warning:

Please do not simply refuse the package. If you refuse the package, all associated risks and costs will be transferred to the customer.

9. Does the displayed price include VAT?

For orders to EU countries, all prices displayed/paid on de.laserpecker.net include VAT.

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

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

payment

1. Which payment methods are offered?

We accept 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?

Unfortunately, we currently do not support cash on delivery (COD) payments. However, we currently accept installment payments via Klarna (in Germany, the UK, and the US).

4. Do I have to pay additional fees when purchasing LaserPecker products?

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

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

If your payment is declined, you will need to resubmit your order. We are unable to reinstate an order whose payment has been declined. To ensure your new order is not declined, please consider the following:

Your order information (e.g., phone number, email address) before placing your order. For deliveries to a business address, please ensure your name is also included on the order.
Card details to ensure all information, such as the expiration date and your billing address, is correct.
The correct security code is entered - This security code is the three-digit number on the back of your card.
Your payment may be declined by the card issuer. Since we aren't informed of the reason, we recommend checking with your card issuer yourself. (If you're unsure about the reason for the declined payment, you can also contact our customer service at services@laserpecker.com and provide a screenshot of the failed payment. We'll be happy to help you determine the reason for the payment issue.)

Once you have checked all of the above points, try paying with a different card or payment method.

6. When will I receive the invoice?

After your order has been shipped, you'll receive a shipping notification email containing a button to download the invoice. Click this button to download the invoice.

If you need an invoice with a VAT number for EU countries, please contact our customer service and provide the required information.

Shipping & Delivery

1. Which countries does LaserPecker ship to?

We currently ship from de.laserpecker.net to Germany, Austria, the Netherlands, and Switzerland . For delivery to other countries, please refer to the respective websites.

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

For the United Kingdom, please visit uk.laserpecker.net ;

For other countries please visit www.laserpecker.net .

2. Where will my package be sent from and when can I receive my packages?

The shipping location and delivery time vary from product to product and also depend on the availability of the product.

Individual machines or machine-accessory combos are shipped from a local warehouse in Germany . Delivery typically takes 2-7 days .
Separate accessories or materials are shipped from our warehouse in China . Delivery usually takes 8-20 days .
In the case of pre-orders , the products will first be shipped from China to the local warehouse and then delivered to you from the local warehouse. Please refer to the corresponding product page for the estimated delivery time.
If the order includes both the 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?

Once your order is shipped, you'll receive an email with your tracking number. You can then use this tracking number to track the shipping status of your package on the tracking page .

If for any reason you haven't received a shipping confirmation email within 5 business days of your purchase date (excluding pre-order products), please let us know by emailing services@laserpecker.com . We'd be happy to find out more about 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 to deliver my package?

Shipments from local warehouses in Germany typically take 2-7 business days, while shipments from China typically take 8-20 days. For more detailed information on delivery times, please refer to our shipping policy .

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

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

However, you can select express shipping at checkout depending on your needs. The corresponding express shipping costs will also be displayed at checkout.

7. Am I responsible for import duties, VAT, or other taxes?

Import duties: You will not be charged import duties for products shipped from our local overseas warehouses. We currently have local warehouses in the US, Canada, Australia, Germany (for EU customers), the UK, and Japan. Import duties may apply to products shipped from China. If you have any issues with import duties, please contact our customer service at services@laserpecker.com .
EU countries: Prices for products in EU countries include VAT.

8. Is it possible to deliver my order to a PO box?

We do not currently support deliveries to PO boxes.

9. Does Laser Pecker ship to APO/FPO addresses?

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

10. What should I do if I haven't received my package?

If you do not receive the package, please contact us at support@laserpecker.com within 7 days of the estimated delivery date based on the logistics company's official tracking system. Otherwise, we will not be held liable if you do not contact us in a timely manner.

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

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

If the packaging and/or the products contained therein are damaged or missing parts, please contact us within one day of receipt at support@laserpecker.com and provide us with pictures and/or videos. Our customer service team will assist you.

Returns & Exchanges

1. Do you want to make a return?

Our return and refund policy is valid for 14 days after receipt of the package . After this period, we cannot process returns or refunds.

For further information on returns and how to proceed, please see our Return and Refund Policy .

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

In this case, we apologize for the inconvenience.

To ensure a smooth and prompt processing of your complaint, please contact our service team immediately at support@laserpecker.com . We will do our best to help you resolve this issue.

3. I would like to redirect my refund to a different account. Is this possible?

Unfortunately, we can only issue a refund to the original account used for the order. If necessary, please contact your bank for further information on how to redirect the funds to the correct account.