FAQ on Kampmann shop 


 

Frequently Asked Questions 

General

1. Important phone numbers and addresses

Tel +49 591 7108-660

Fax +49 591 7108-300

 

Service times:

Monday to Friday: 07:00 – 17.30

 

You can reach us by post at the following address:

Kampmann GmbH

Friedrich-Ebert-Str. 128-130

49811 Lingen (Ems)

 

Or send your questions and suggestions to: info@kampmann.de

2. Questions? Suggestions?

We are readily there for you. The best way to reach our customer service team is by email service@kampmann.de or over the phone +49 591 7108-670.

 

You can reach our customer service team during the following hours:

Monday to Friday: 07:00 – 17:30

Friday 07:00 – 14:30

 

Outside of these hours, if you have an urgent issue on your hands you can reach the emergency technical support team at:

+49 591 7108-0.

3. What can I do if the pages of the online shop are not displayed correctly?

What can I do if the pages of the online shop are not displayed correctly?

This may have something to do with the settings of your monitor or browser.

 

Monitor settings: the Kampmann website is optimised for a width of at least 1024 pixels; it shouldn’t be anything less. Please check the resolution of your system settings. If you continue to experience problems, please send us an email via the contact form. We will then attend to the matter as soon as possible.

 

Browser settings: please try reloading the page. In most cases this will be enough to provide a clear view again. No improvement? You’re probably using an outdated browser version which does not support all functions of Kampmann.de . The Kampmann website is optimised for all modern Internet browsers e.g. for the newest versions of Internet Explorer, Mozilla Firefox and Safari. With this, you should be able to see all content correctly. For this reason, please keep the versions of your browser up to date wherever possible. Safe is safe!

4. How do I receive the Kampmann newsletter?

On the Kampmann homepage, just click on „Company“ – „News and Events“ – „Newsletter“. Here you can enter your email address in the form and send it to us. You can unsubscribe from the newsletter at any time: just use the link that can be found directly in the newsletter or send us an appropriate message.

 

You can also subscribe to the newsletter when you register in the online shop.

 

Products / articles

1. How can I search for articles?

On Kampmann.de you can find the article you want with just a few mouse clicks. Use the Product Finder in the Products area and thereby reach the desired product with the selection of fewer properties. Finally, the Product Configurator will guide you to the desired article; it will be supplemented by matching accessories, a memory function and comprehensive download and information material.

 

Naturally you can also use the search function of Kampmann.de, which you will find on every page, in its header.

2. Which products can I order online?

You can order many of our products online. To learn which products can be bought in the online shop, just click on the shop homepage via the desired product category.

If you would like to be informed about a given article in detail beforehand, just click on the article and access the appropriate product details page.

3. If I order with wholesaler, are the articles more expensive than in the online shop?

As an installation engineer, you can register in the online shop and thereby benefit from exclusive / discounted prices. We strive to offer you attractive prices on a long-term basis. As manufacturers, we have no influence on the pricing of specialised wholesale trade; for this reason there may be price differences in individual circumstances. If you have any questions on such prices differences, please contact us.

4. Where do I receive spare parts for articles which I have purchased?

In cases such as this, please turn directly to your field staff colleague. We will do everything to provide you with your desired spare part(s).

5. Why can I not find articles from the Kampmann price list in the online shop?

Some products in the Kampmann price catalogue are planning and project-specific products e.g. the Airblock FG air handling unit or the Diafort roof extract fans. Our sales team are ready to provide you with details of specific products or a quote. Please get in contact with your contact partner here.

 

We will of course constantly extend the online shop range.

6. Can I save my shopping cart?

You can easily save articles on a personal favourites list in your customer account. On the article details list, please select the option "Keep product“ and then the article is readily listed for you right there. In this way you can put together and save your desired items with ease. If you decide to do online purchasing, you can of course call up the articles in your favourites list at any time and then put them in your shopping cart.

 

Registration

1. How do I register as an installation engineer?

You can register by clicking in "Register now" on „Still not an online customer?“. You can register there, where you will then receive your personal shop login. After your data has been checked, we will send you an automated activation link by email. As soon as the registration is complete, there will be nothing more between you and purchasing on Kampmann.de .

2. Where can I login as an already registered installation engineer?

You can login as a registered user directly on the homepage, via "Login“; however, you can do this no later than after having selected "Make an order with a payment required“ in the Shopping Cart in step 1. Register with your profile here.

3. What advantages do I have when I register / login?

To make an order you can comfortably log in with your email address and password. With this you will be spared having to enter your data in full once again. You can receive our newsletter if you request it.

 

You can benefit from the countless advantages of your customer account as soon as you have your personal login data; these include:

  • Creating favourites lists and managing them with your individually configured articles
  • Calling up and ordering all offers created for you at any time
  • A simplified way to request a quotation: use our upload option in your customer account (Quotations– Request quotation)
  • View all offers placed online
  • Create and manage project shopping carts, and buy at will
  • View at a glance the contact information of the regional sales manager who is responsible for you

4. What is "My Account"?

A successfully completed registration as an installation engineer is important for making purchases on Kampmann.de. After your data has been checked, we will send you an automated activation link by email. As soon as the registration is complete, there will be nothing more between you and purchasing on Kampmann.de. You can complete your registration in the „Login“ area.

 

You can benefit from the countless advantages of your customer account as soon as you have your personal login data; these include:

  • Creating favourites lists and managing them with your individually configured articles
  • Calling up and ordering all offers created for you at any time
  • A simplified way to request a quotation: use our upload option in your customer account (Quotations – Request quotation)
  • View all offers placed online
  • Create and manage project shopping carts, and buy at will
  • View at a glance the contact information of the regional sales manager who is responsible for you

 

Please log in prior to each purchase – this has the following advantages:

  • There is no need to re-enter your billing address when you make a purchase.
  • There is no need to re-enter your shipping address (unless an alternative desired address is specified).
  • Your information is protected by your personal password.

 

Access Installation Engineer Registration here.

Your information is protected at all times. You can learn more in our Data Protection Statement.

5. Do I need to register to order something?

Yes. It is not possible to buy anything in the Kampmann online shop until you have registered and your account has been activated by our staff. If you want to place an order without registering, please consult our sales team @ +49 591 7108-660, Monday to Friday: 07:00 – 17.30.

You can learn more about the benefits that come with your registration under the point „What benefits do I have when I register / login?“

6. Do I get a password for accessing my account?

You create the password yourself, at the time you create the account. We can also manually record you as a new customer in the shop. We will then send you an activation link with an automatically generated password. You can change this password at any time in „My Account“.

7. What happens if I have forgotten my password?

Just click on „Have you forgotten your password?“ in the login area. You will then receive a new password from us immediately; we will send it to your email address. You can then change this password yourself in the "My Account" area.

 

If you don’t get any further this way, just call us at +49 591 7108-660, Monday to Friday, 07:00 – 17.30.

8. Can I change the password myself?

You can change your password at any time, in the "My Account" area.

 

Order process

1. Article selection

To order an article, please click on the „Online-Shop“ button at the end of the product configuration. In the shop, you can place the product in the shopping cart using the corresponding button directly. You can also change the quantity of articles and add further accessories.

You can also make your selection directly in the shop. To do this, just click on the „Shop“ area in the main navigation bar. After you have selected your desired product category, and the successful configuration of the desired article, you can place it in the shopping cart.

If you want to look for more articles, click on "continue shopping“. In order to return to your shopping cart, please click on the shopping cart icon in the upper navigation bar. If you have completed your selection, click on "To checkout" in the shopping cart.

2. Insertion of billing / shipping address

Insert your billing address. If the delivery is to be made to a separate address, please provide the shipping address additionally.

 

A successfully completed registration as an installation engineer is important for making purchases on Kampmann.de. After your data has been checked, we will send you an automated activation link by email. As soon as the registration is complete, there will be nothing more between you and purchasing on Kampmann.de. You can complete your registration in the „Login“ area.

3. Determination of the contract partner / determination of the shipping and payment method

The ordering process of the 3-step distribution channel involves the selection of a specialist wholesaler as a contract partner. In countries with a 2-step order process, the listed shipping and payment methods will depend on the shopping cart.

3a) Determination of the contact partner

At this point you can enter the wholesaler of your choice, for the purpose of placing your order with them. Kampmann will forward your order to your designated wholesaler and conclude an agreement wherever possible. If the wholesaler that you have selected accepts your order, we will inform you of the same immediately. NB: When you make an order you only submit an offer to enter into an agreement with your designated wholesaler. A binding agreement with your wholesaler shall not come into existence until the agreement is expressly confirmed and / or the product is delivered to you.

3b) Determination of the shipping and payment methods

Here there is listed various dispatch and payments independent of the shopping cart. We will normally send you our products via our affiliated forwarding partners.

4. Check and send order

You can check your order once more and correct your entries. As soon as your order has been made (with the payment of it), it will be on its way to us. You will receive a confirmation of receipt of your order by email immediately.

5a) Purchase agreement with integration of the wholesaler

When you make an order you only submit an offer to enter into an agreement with your designated wholesaler. With this, Kampmann GmbH is active only as the provider of the agreement between you and your designated wholesaler. An agreement and your designated wholesaler shall not come into existence until the order is expressly approved by the wholesaler or with the delivery of the product by the wholesaler.

 

More details can be found in our General Terms and Conditions.

5b) Purchase agreement with a 2-step order process

With the completion of your order process you submit a binding order for the products listed in the shopping cart. We may approve of this binding offer within two weeks after the order has arrived with the submission of an express written order confirmation (by fax, email or post) or with the delivery of the goods. The agreement shall not become valid until you have received the approval.

 

More details can be found in our General Terms and Conditions.

6. Can I view my online orders?

In „My Account“ you can get an overview of all the orders you have made online with the accompanying information.

7. How can I track my order?

In „My Account“ you can get an overview of all the orders you have made online.

If you would like to view detailed information on the status of your order, please contact us at info@kampmann.de. Or you can query your order status over the phone @ +49 591 7108-660, Monday to Friday: 07:00 – 17.30.

 

Please have your order confirmation number ready.

8. What should I know / do if there is a problem with my order?

We endeavour to guarantee the availability of our articles at all times. If your order cannot be executed as planned, then we will immediately get in touch with you by email or phone. Hence the importance of submitting your email address during the registration. Submitting your telephone number will also help to ensure that your order will be rapidly processed.

9. How can I cancel my order?

If you would like to cancel your order, please get in touch with our sales department promptly. You can send your termination request to +49 591 7108-660, Monday to Friday, 07:00 – 17.30.

10. How high is the minimum order value?

There is no minimum order value in the Kampmann online shop.

11. What are the warranty claims conditions?

If the Customer is an entity incorporated under public law, a special entity under public law or a business entity at the time of the conclusion of the contract, then the client’s guarantee claims shall expire with the purchase of new articles within one year. Business clients must investigate articles (including if they are packed ones) for visible defects immediately after receiving them and report them in writing within 10 calendar days of receipt of said articles, including evidence. Defects which are not recognisable during careful examination must also be reported in writing in the same manner, within the same time period after they have been discovered; however, this can be no later than six months after the products were received. Recognisable transport damage must be immediately reported to the carrier in writing upon acceptance by the commercial customer.

 

More information can be found in our General Terms and Conditions.

12. What are the liability claims conditions?

We shall be liable under statutory provisions for damage to life, physical damage and damage to health resulting from any grossly negligent or deliberate violation of obligations on our part or that of our legal representatives and/or our aides, as well as for damages which are covered by the liability as defined under the Produkthaftungsgesetz („Product Liability Act“), as well as for all damages resulting from intentional or grossly negligent contract violations or fraud.

 

Payment

1. How is the price determined in the shop?

The prices shown are net prices and are subject to the legally valid VAT rate as well as any applicable freight, packaging and shipping costs. With long-term delivery contracts, call contracts or successive delivery contracts, unless there is anything else expressly agreed, the selling prices valid on the day of delivery will apply.

2a) What payment options are offered? Payment options with the integration of the wholesaler

At the time of the completion of a wholesaling order: if you are already a customer with your selected company, you will benefit from your usual payment agreements with the wholesaler. If you are not yet a client, then we will contact you after the order.

2b) What payment options are offered? Payment options with 2-step order process

Unless anything else is agreed for the relevant product description in the offer, we offer you the following payment options: prepayment by bank transfer and invoice.

3a) How is the payment made? Payment with the integration of the wholesaler

The payment shall be made exclusively under the conditions agreed with your wholesaler. Information on the payment methods can be found in the General Business Terms and Conditions of your wholesaler, the order confirmation or the invoice. If you have any questions contact your wholesaler.

3b) How is the payment made? Payment with the 2-step order process

Payment shall be made via bank transfer as specified in the invoice. Unless anything else has been agreed on, the invoice amount shall become due within 10 days after the date of the invoice (no deductions). A payment receipt shall be considered a token of timely payment.

4a) I can’t find my invoice any more. What should I do? With the integration of a wholesaler

Please contact your wholesaler.

4b) I can’t find my invoice any more. What should I do? With the 2-step order process

If you can no longer find your invoice, please contact our sales team @ +49 591 7108-660, Monday to Friday, 07:00 – 17.30.

 

Delivery and shipping

1a) Will shipping costs with Kampmann.de increase? Incidental costs with integration of the wholesaler

The shipping costs depend on the individual agreement which you have entered into with your wholesaler.

1b) Will shipping costs with Kampmann.de increase? Incidental shipping costs with the 2-stage order process

The shipping costs will increase depending on the value of your order. These can be found in the Shipping Information.

2. Where can I view the delivery time?

In the detailed description of each article you can see when it is expected to be shipped.

3. How quickly do you deliver?

Part of our service is fast and uncomplicated delivery. Generally, the ordered articles are to be shipped within the days specified on the article page. The product that you ordered will be handed over to DPD or our forwarding agent for shipping Monday to Friday. The delivery time for DPD is an additional 1-2 working days; with our forwarding agent it is 1-2 working days within Germany, whereas it can be up to five working days for all other countries.

Please note that there may be delays with orders during weekends and during holidays e.g. the Christmas period.

For higher value orders there shall be performed an order check, which can lead to an adjusted delivery time if necessary.

In the event of a delivery delay we will immediately inform you of it by email or phone.

4. Express deliveries

Express deliveries are also possible. Please mention it in the comments section of the ordering process. We will contact you about it.

5. How do you deliver?

Our shipping partners are DPD and our affiliated partner forwarders. The delivery shall be made from the Kampmann warehouse to the shipping address specified by the one who made the order.

6. What should I do if my delivery does not arrive?

Please get in contact with us by email @ info@kampmann.de. Alternatively you can reach us @ +49 591 7108-660, Monday to Friday: 07:00 – 17.30.

Further information can be found in the delivery conditions.

7. Do you deliver to other European countries?

A delivery shall be made to the country specified in the shipping address.

8a) What will the shipping cost me? Shipping costs with the integration of the wholesaler

The shipping costs depend on the individual agreement which you have entered into with your wholesaler.

8b) What will the shipping cost me? Dispatch costs with the 2-step order process

There will be dispatch costs, depending on the dispatch type and the shopping cart. These can be viewed in the Shipping Information.

Please ensure that only accessories are sent by DPD.

9. Where will my order be delivered?

You determine this with the provision of the shipping address.

10. Can I arrange a requested delivery time?

To do this, please get in contact with us by email @ info@kampmann.de. Alternatively you can reach us @ +49 591 7108-660, Monday to Friday: 07:00 – 17.30.

11. Can I select the delivery time online?

It is currently not possible to select a delivery time online. In our online shop, the earliest deadline will be automatically selected for you.

12. Is it possible to deliver to another address?

It is of course also possible to arrange the delivery of your order to another address which differs from the billing address. You just enter it during the purchase process, during the „Select addresses“ step.

13. How long is the delivery time?

Each delivery time is unique – you will find it directly on the article.

 

Complaints

1. What do I do if the installation manual is missing in the packaging?

All installation manuals are available for you to download in our download area. You can access the downloads here: Downloads.

2. What do I do if an article arrives damaged?

Business clients must investigate articles (including if they are packed ones) for visible defects immediately after receiving them and report them in writing within 10 calendar days of receipt of said articles, including evidence. Defects which are not recognisable during careful examination must also be reported in writing in the same manner, within the same time period after they have been discovered; however, this can be no later than six months after the products were received. Recognisable transport damage must be immediately reported to the carrier in writing upon acceptance by the commercial customer.

 

More information can be found in our General Terms and Conditions.

 

Data changes

1. My address has changed. Where can I change my data?

Log into your customer account, and you can update everything under „Account data“ with ease.

2. How do I change my information e.g. my address or my email address?

Click on the "Login" area. After you have entered your email address and password, you can view and change your personal information.

3. Do I get a password with which to access my account?

You provide the password yourself, at the time you open the account. We can also gladly record you as a new customer in the shop manually. We will then send you an activation link with an automatically generated password. You can then change it in „My Account“ at any time.

4. What happens if I have forgotten my password?

Just click on „Have you forgotten your password?“ in the login area. You will then receive a new password from us; we will send it to your email address. You can then change this password yourself in the "My Account" area.

 

If you don’t get any further this way, just call us @ +49 591 7108-660, Monday to Friday, 07:00 – 17.30.

5. Can I change the password myself?

You can change your password at any time, in the "My Account" area.

 

Data Protection

1. Will my data be saved?

To be able to execute all orders in accordance with your wishes, we have to save certain information. This includes information on your address first and foremost. In addition, as part of your order, the relevant order data (article, quantity, price etc.) shall be allocated to your address data. Your email address is used only for registration and logging in and for communication with Kampmann.de .

2. Will my personal information be forwarded to third parties?

During individual processing steps within the processing of your order, your information will only be forwarded within the Kampmann group of companies or to other companies who support us in the processing of orders. In addition, the information will, naturally, not be forwarded to other parties.

3. What are cookies?

Cookies are small text files which a website can save on your computer locally via your browser. You may end up being asked whether you want to accept cookies. This information includes information on e.g. which Internet pages you have visited and which advertisements you have seen. However, it can also be used to allow you to temporarily save products on a notepad or in your shopping cart, or to make sure that you won’t be shown the same advertisement repeatedly. Here, cookies are used to check whether or not a specific advert has already been shown to you on the computer that you are using. You don’t need to make any special adjustments in your browser; cookies can be saved on your computer. Your browser accepts cookies by default and saves them e.g. in a directory with the name "Temporary Internet Files", as these do not pose any security risk. Meanwhile, cookies are used by many Internet pages by default.

4. Are cookies and Web bugs used?

This site uses cookies which ensure the functionality of the website and cookies which are used in online campaigns and which are used only for statistical evaluations using e.g. user numbers and accessed pages. With this it can be understood e.g. from which of our partner sites you have visited us. We assure you that no personal information e.g. name or address will be collected or saved in this way. With online campaigns, cookies will be automatically deleted after a month. It is not technically possible to spy on your hard drive using cookies, nor is your privacy violated by the use of cookies in any other way.

 

Web bugs are small, transparent graphic elements, at a size of 1x1 pixel. Other names for Web bugs include e.g.. 1x1 „Pixel Gif“ or „transparent Gif“ or even „clear gif“.

 

The Web bugs are called up on the ad server by your browser when you visit certain pages of our offer. They do not affect the structure of the page or the functioning of your computer. The calling up of these graphics tends to be registered by the ad server, and they provide information about which pages a user has visited after they have clicked on one of our adverts. Neither Kampmann.de nor any of our external service providers can ascertain personal data in this way. We merely use them to measure the activities of Internet users on our offer, so that we may e.g. be able to better adjust our range and our services according to your wishes in the future. The anonymous information acquired during online advertising is processed only by Kampmann.de and the external service providers authorised to do the same.