Frequently Asked Questions are answered here...

1. Ordering in the Online-Shop
1.1. How can I place an order?
Orders can only be placed online. Please use our search function or product navigation to find the right material. To order a cut, go to the product page and click PRICE PER CUT and enter the needed sizes in mm. Afterwards go to the shopping cart and follow the orange buttons.
1.2. I need sizes that exceed the maximum possible shipping measures. Is there any chance to get bigger sheets?
Please contact our customer service.
1.3. The system does not accept my VAT number, what can I do?
Please contact our customer service.
1.4. Can I order by phone or mail?
No, orders can only be placed online.
1.5. Can you send me free samples?
We do not charge any shipping fees for single samples (does not apply to boxes). For a little protection charge you can see and check the material in advance in order to avoid wrong orders and unnecessary costs.


2. Payment
2.1. Can I pay via PAYPAL?
Yes, Paypal is available.
2.2. Can I cash on delivery?
Unfortunately not. Depending on your location, you can choose from these payment methods: prepayment, credit card, direct debit.
2.3. We are a commercial customer - can we pay on account?
Unfortunately not. After ordering against prepayment, we can send a proforma invoice. In this case, please write an order comment.
2.4. We are a public institution - can we pay on account?
Unfortunately not. After ordering against prepayment, we can send a proforma invoice. In this case, please write an order comment.


3. Delivery
3.1. What is the delivery time?
Our delivery time is max. 7 - 10 working days after receiving the payment.
3.2. How much do you charge for shipping?
You can calculate the shipping fees in the shopping cart. Just choose your country and ZIP code and the shipping fees will show on the lower right hand side.
3.3. Can I track my order and where do I get the tracking number?
Smaller packages will be sent with UPS. In this case you will receive an email with your shipping details and the tracking number. Bigger packages will be shipped with Rhenus. They will arrange delivery dates with private customers.
3.4. Do you offer express deliveries?
Unfortunately we cannot offer any express deliveries.
3.5. My order is really urgent! How do I speed up my order?
If your order is urgent, please choose credit card as payment method and enter "Urgent!" as order comment.
3.6. Can I pickup the order myself?
Please contact our customer service.
3.7. Which delivery partner do you use?
We work with UPS and Rhenus.
3.8. Can I send my order to a DHL Packstation?
Unfortunately this is not possible. However, you can enter deviating invoice and delivery addresses.


4. Complaints
4.1. My order is damaged, what next?
Please send us 2 - 3 significant pictures and the information on the yellow paper. Our customer service will contact you as soon as possible. Of course, you can also contact our hotline.
4.2. My order is incomplete, what next?

Please send an email with your order number and the information on the yellow paper. Our customer service will contact you as soon as possible. Of course, you can also contact our hotline.
4.3. The ordered material is not what I expected. Can I exchange or return it?
Cut-to-size sheets are excluded from the right of rescission. Please check out No. 6 in our terms and conditions.
4.4. I received the wrong order, what next?
Please send an email with your order number and a short description of the delivered material. Our customer service will contact you as soon as possible. Of course, you can also contact our hotline.


5. About PLEXIGLAS® and cut-to-size sheets
5.1. Is there a difference between PLEXIGLAS® and acrylic glass?
No, PLEXIGLAS® is an acrylic glass and the registered trademark of Evonik Industries AG or one of its subsidiaries.
5.2. Can I use PLEXIGLAS® outdoor?
Yes, PLEXIGLAS® is qualified for outdoor applications. Exceptions are our PLEXIGLAS® Reflections products
5.3. Is there a thickness tolerance?
Yes, especially in cast products. Please check out the product & delivery information or the glossary.
5.4. Do I have to consider any cutting tolerance?
We deliver cut-to-size sheets with +/- 1mm tolerance.
5.5. I need a circle or a cut referring to a drawing. How can I order that?
We can only cut squared sheets. Please contact our fabricators.


6. Machining of PLEXIGLAS®
6.1. How can I process PLEXIGLAS®?
Please take a look at our manufacturing videos or check the brochures in the download center.
6.2. I need drilled holes, cut outs or further processing. Do you offer this service?
No, we do not offer any further manufacturing
6.3. How can I bond PLEXIGLAS®?

Please check out our download center for futher information.
6.4. Which thickness do I need for my application?
Please contact our distributiors.
6.5. How can I temper PLEXIGLAS®?
Please check out our download center for futher information.