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FAQ
What do I do if only part of the goods have arrived?
In rare cases, goods of an order may arrive in different packages. The number of packages used to ship your order is stated on the last page of the delivery note. In case you have not received all packages stated on the delivery note, please wait another working day to see if the missing package arrives later. As an order can have multiple delivery dates, please check your order confirmation to ensure that all items have been confirmed and to find the delivery date for your missing item. In case you have received all packages, but an item stated on the delivery note, is not included, please report this via the Help Center in your MyMISUMI portal.
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?
We will forward your order modification request directly to the supplier. If it is not possible to change the order, we will try to cancel the order (more details on cancellation related topics can be found in the FAQ) to give you the chance to place a new order.
Please request a cancellation via our MyMISUMI customer portal:
- Log in to your MyMISUMI-profile
- Go to Help Center
- Enter all the required information and send us your modification request.
As soon as we receive feedback from our supplier, you will hear from us.
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?
To request the cancellation via our MyMISUMI customer portal:
- Log in to your MyMISUMI profile
- Go to Help Center
- Select the category 'Cancellation'
- In the drop down menu, please select the relevant order
- Enter all the required information and send us your cancellation request.
We accept cancellations free of charge within 2 hours after placing the order. You can find an overview of our cancellation conditions here.
Please be aware that Meviy-products cannot be cancelled in general.