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FAQ
Who can order from MISUMI?
Officially registered companies, traders and educational institutions can place orders with MISUMI. To place orders, you must be registered as a Corporate User. Enquires and orders from private individuals cannot be processed.
How can I order from MISUMI?
As a registered MISUMI customer, you can place your order via the online shop:
- Log in to your MISUMI account
- Then go to the MISUMI main page and click on the yellow ‘Ouote/Order’ button
- Enter the necessary data: Part numbers, quantity, etc. and add the items to the shopping cart
- Select the ‘Go to order’ option in the shopping basket
- In the next step, check the address data for the billing & delivery address
- Place your order in the next step.
You will then receive your order confirmation as a PDF file by email and can also view it in your order history in the MyMISUMI customer portal after a short transmission time.
Are discounts available at MISUMI?
With MISUMI, you will receive a quantity discount on your item depending on the quantity ordered. You can see the discounts for the individual products on the respective product page of the items in the online shop, if available.
Please be aware that MISUMI does not provide resale discounts.
Can I change my order?
Yes, you can amend your order on our MyMISUMI customer portal, if the order or line item is eligible.
- Log in to your MyMISUMI-profile
- Select an order from your 'Order Overview'
- In the Order Detail View, click 'Modify / Cancel Order'
- Select all or single line items, you wish to amend
- Amend either the PO Reference, shipping address or shipping date
Amendments made on the MyMISUMI customer portal will not have to be verified by our Customer Services and will be effective immediately.
Orders can be amended online, only if the order or line item meets the defined eligibility criteria (e.g. the order has not yet shipped, production has not yet started).
If a line item is greyed out, it cannot be modified online. If you think it should be eligible, please contact Customer Services for further support.
Can I request express shipping?
MISUMI offers express shipping for deliveries within Germany and Europe.
Most deliveries within Germany, arrive the next working day. For express deliveries within Europe, delivery times vary from country to country, but generally arrive in one to two working days. The respective delivery time to your country and the increase in shipping costs can be found on the shipping costs/delivery time overview in the FAQ. During the online order process, you can choose standard or express delivery via the corresponding button. Please note that express delivery is not available on Saturdays. In case a Saturday delivery is required, please contact us through our Help Center in your MyMISUMI Profile:
- Log in to your MyMISUMI-profile
- Go to Help Center
- Provide detailed information about the relevant order/item
Where do I submit a claim?
Send us your claim via the MyMISUMI customer Portal:
- Log in to your MyMISUMI-profile
- Go to Help Center
- Select the category 'Register a Claim'
- In the drop down menu, please select the relevant order
- Fill in the form.
You will find different categories (incorrect goods, incorrect quantity, missing goods, shipment not received, invoice-related, quality-related). Mark the faulty item and send us a detailed description of the fault. For quality related claims, please also include a photo and detailled issue description.
How can I return goods in case of an incorrect delivery from MISUMI?
If an incorrect product has been delivered to you, you can report this via the MyMISUMI customer portal:
- Log in to your MyMISUMI-profile
- Go to Help Center
- Select the category 'Register a Claim'
- In the drop down menu, please select the relevant order
- Fill in the form.
Your request will be checked, incorrect delivered products will be replaced as soon as possible and the incorrect delivery will be collected. Please provide the following information: the number of incorrectly delivered parcels, their weight and size, the collection address, a contact name and contact phone number. We will take care of the next steps and get back to you with more information on your return. Please do not return the goods to us before our Customer Service team has confirmed your request.
How can I report a product defect?
Please report any defects to us via the MyMISUMI customer portal:
- Log in to your MyMISUMI-profile
- Go to Help Center
- Select the category 'Register a Claim'
- In the drop down menu, please select the relevant order
- Fill in the form.
Send us photos and a detailed description so our technicians can identify the defect or fault. Your request will be reviewed and you will receive a replacement or credit depending on your preference. MISUMI will also arrange the collection of the rejected products. To arrange a collection of the packages, please provide the number of packages, their weight and size, the address for collection, and a contact name and phone number. We will take care of the next steps and get back to you with more information on your return. Please do not return the goods to us before our Customer Service team has confirmed your request.
How can I cancel an order at MISUMI?
You can cancel your order in our MyMISUMI customer portal, using the self-cancellation function (if the order or line item is eligible):
- Log in to your MyMISUMI profile
- Select an order from your 'Order Overview'
- In the Order Detail View, click 'Modify / Cancel Order'
- Select all or single line items, you wish to cancel
- Click 'Cancel' and confirm your request
If the cancellation option is available, it can be completed directly online without contacting Customer Service. If a line is greyed out, it is not eligible for cancellation.
You can find an overview of our cancellation conditions here.
Please be aware that Meviy-products cannot be cancelled in general.
Can I return incorrectly ordered goods?
If you would like to return an item for personal reasons (e.g. incorrect order on your part)contact us via the MyMISUMI customer portal and we will check whether a return is possible as a gesture of goodwill:
- Log in to your MyMISUMI-profile
- Go to Help Center
- Select the category 'Register a Claim'
- In the drop down menu, please select the relevant order
- Fill in the form.
These decisions are made on a case-by-case basis, depending on whether the parts are standard stock products, or have been especially manufactured for your order. It is not possible to return goods without contacting Customer Service first. Unapproved returns are shipped back to sender. If we agree for you to returns the goods, a restocking fee will apply (usually 20%) and you will need to pay for the return shipment. You will find more information on faulty or incorrectly delivered items in the FAQ.