Frequently Asked Questions
Where can I see an explanation of Terms?
Detailed explanations are printed on the back of every invoice, credit memo and statements.
Do you accept credit cards?
Yes, HEIDELBERG accepts VISA, MasterCard, American Express; purchases of equipment (equipment invoices) are not eligible for credit card transactions.
Who do I call with a question on an invoice?
Your Customer Service Representative can help you with most questions. For specific assistance on paying your invoice or statements you will be directed to your Accounts Receivables Representative.
My invoice does not reference our Purchase Order?
We can "flag" your account that your company "requires a PO# on invoices" to help assist with your company Policy. Simply contact your Parts Customer Service team and we can arrange for this to be put in place. If the PO# is not available at the time the order is released, the invoice will generate without the PO#. To avoid this, please have your staff ready with PO# at the time of order entry.
I have an Equipment Warranty, but I was invoiced for a part?
There are different warranty's available when we sell equipment. Depending on your agreement, those warranties are automatically set up in our system. It is possible your warranty expired, the part may be a consumable item or you may have been invoiced because the core part was not returned as needed for your warranty to apply. Please contact your Parts Representative with the specifics and they will be able to assist you.
I have a Service Contract, but I was invoiced for a part?
Not all parts that are typically covered by a new equipment warranty are covered by your Service contract. Additionally, at the time of order, you need to advise the parts representative that you are ordering these parts against a contract, otherwise they will be processed as chargeable. Please contact your Parts Representwith the specifics and they will be able to assist you.
What are your shipping charges?
We ship our product out Prepaid and Add freight to your invoice. Annual we review our shipping couriers to ensure that we always receive exceptional and competitive rates which are passed on to you. At the time of order entry you may request the freight charge.
How can I track a shipment?
Call your Parts Representative who will be able to advise you of the current stage of shipment.
How do you ship parts?
Parts shipments are based on several different parameters. First and foremost, we will ask you "when do you need the part to arrive". Based on your answer, we will ship your order for the most expedient and cost effective delivery. We can also set up Same Day delivery/Next Flight Out. If Same Day or Next flight service is requested, there is an additional delivery charge that will be advised to you at the time of order. Deliver by times and availability is specific to your delivery area and can be clarified at the time of order.
My parts were shipped from overseas and have not arrived in the time scale advised. Why should I pay for this service?
Heidelberg does its best to expedite all your orders, however, at the time your parts order was placed you were given an estimated time of arrival based on flight information at the time of order entry. Our Couriers and Heidelberg cannot guarantee arrival times. Once your order is placed into the Airline's hands it is subject to potential weather related delays, plane mechanical delays and customs clearance delays which may slow down the delivery process.
What is your Parts Warranty coverage?
Mechanical and most electrical parts* are warranted for 90 days from shipment. Electrical Parts Warranty - Exception notice - Many electrical components are identified with a "quality seal" and these parts require the installation of the part by a Heidelberg Technician. If you use a non-Heidelberg technician and you return a part with a broken quality seal the warranty is VOID and no credit will be issued.
Repair/Exchange Parts - what is this?
Some parts are refurbished by our Certified Heidelberg Repair facilities. These carry the same Electrical/Mechanical parts warranty as above. These parts are "typically" tagged with our "quality seal" and are subject to a credit upon receipt of your core return (part pulled from your equipment). Please take special note of your packing slip as these parts are identified as a repair/exchange part and you do not want to miss out on that credit. (Note: this is subject to restocking fee's if shipped back later than 30 days from date of shipment).
Can I cancel an order?
Usually it is too late as your order begins the processing phase immediately upon entry. This assures we are able to ship your product out on a "same day as received" basis. If it is not possible, please accept shipment and your Parts Representative will set up a return of your part.
Can I refuse an order?
We would prefer you to accept the shipment as refusing the order would cause it to be returned to our shipping warehouse and bypass the returns process. By bypassing the returns process, your credit would be delayed.
I received a part that was Damaged/Defective on Installation/Wrong Part-picking error - who do I call?
Contact your Parts Representative. Please have your invoice number with details and they will set up a return authorization for the part(s). Upon receipt of the returned part, credit will be issued. The Parts Representative will ask you if you need a replacement order
How do I return a part to you?
Contact your Parts Representative, who will assign an RMA (Return Materials Advise) number to you, send you an RMA pack, and arrange for a courier to collect the parts.
The RMA Pack contains an A4 form which must be filled in and enclosed with the return.
The RMA pack also includes the courier unique reference sticker - peel off one half and stick to the return pack, keep the other half yourself for tracking purposes.
The RMA pack provides you with our courier contact number and our account number. You call the courier to arrange a suitable pickup time, quoting our account number.
What is your restocking policy?
If the goods delivered are not the goods ordered, or are damaged, you may return the goods to Heidelberg without cost provided:
Detailed explanations are printed on the back of every invoice, credit memo and statements.
Do you accept credit cards?
Yes, HEIDELBERG accepts VISA, MasterCard, American Express; purchases of equipment (equipment invoices) are not eligible for credit card transactions.
Who do I call with a question on an invoice?
Your Customer Service Representative can help you with most questions. For specific assistance on paying your invoice or statements you will be directed to your Accounts Receivables Representative.
My invoice does not reference our Purchase Order?
We can "flag" your account that your company "requires a PO# on invoices" to help assist with your company Policy. Simply contact your Parts Customer Service team and we can arrange for this to be put in place. If the PO# is not available at the time the order is released, the invoice will generate without the PO#. To avoid this, please have your staff ready with PO# at the time of order entry.
I have an Equipment Warranty, but I was invoiced for a part?
There are different warranty's available when we sell equipment. Depending on your agreement, those warranties are automatically set up in our system. It is possible your warranty expired, the part may be a consumable item or you may have been invoiced because the core part was not returned as needed for your warranty to apply. Please contact your Parts Representative with the specifics and they will be able to assist you.
I have a Service Contract, but I was invoiced for a part?
Not all parts that are typically covered by a new equipment warranty are covered by your Service contract. Additionally, at the time of order, you need to advise the parts representative that you are ordering these parts against a contract, otherwise they will be processed as chargeable. Please contact your Parts Representwith the specifics and they will be able to assist you.
What are your shipping charges?
We ship our product out Prepaid and Add freight to your invoice. Annual we review our shipping couriers to ensure that we always receive exceptional and competitive rates which are passed on to you. At the time of order entry you may request the freight charge.
How can I track a shipment?
Call your Parts Representative who will be able to advise you of the current stage of shipment.
How do you ship parts?
Parts shipments are based on several different parameters. First and foremost, we will ask you "when do you need the part to arrive". Based on your answer, we will ship your order for the most expedient and cost effective delivery. We can also set up Same Day delivery/Next Flight Out. If Same Day or Next flight service is requested, there is an additional delivery charge that will be advised to you at the time of order. Deliver by times and availability is specific to your delivery area and can be clarified at the time of order.
My parts were shipped from overseas and have not arrived in the time scale advised. Why should I pay for this service?
Heidelberg does its best to expedite all your orders, however, at the time your parts order was placed you were given an estimated time of arrival based on flight information at the time of order entry. Our Couriers and Heidelberg cannot guarantee arrival times. Once your order is placed into the Airline's hands it is subject to potential weather related delays, plane mechanical delays and customs clearance delays which may slow down the delivery process.
What is your Parts Warranty coverage?
Mechanical and most electrical parts* are warranted for 90 days from shipment. Electrical Parts Warranty - Exception notice - Many electrical components are identified with a "quality seal" and these parts require the installation of the part by a Heidelberg Technician. If you use a non-Heidelberg technician and you return a part with a broken quality seal the warranty is VOID and no credit will be issued.
Repair/Exchange Parts - what is this?
Some parts are refurbished by our Certified Heidelberg Repair facilities. These carry the same Electrical/Mechanical parts warranty as above. These parts are "typically" tagged with our "quality seal" and are subject to a credit upon receipt of your core return (part pulled from your equipment). Please take special note of your packing slip as these parts are identified as a repair/exchange part and you do not want to miss out on that credit. (Note: this is subject to restocking fee's if shipped back later than 30 days from date of shipment).
Can I cancel an order?
Usually it is too late as your order begins the processing phase immediately upon entry. This assures we are able to ship your product out on a "same day as received" basis. If it is not possible, please accept shipment and your Parts Representative will set up a return of your part.
Can I refuse an order?
We would prefer you to accept the shipment as refusing the order would cause it to be returned to our shipping warehouse and bypass the returns process. By bypassing the returns process, your credit would be delayed.
I received a part that was Damaged/Defective on Installation/Wrong Part-picking error - who do I call?
Contact your Parts Representative. Please have your invoice number with details and they will set up a return authorization for the part(s). Upon receipt of the returned part, credit will be issued. The Parts Representative will ask you if you need a replacement order
How do I return a part to you?
Contact your Parts Representative, who will assign an RMA (Return Materials Advise) number to you, send you an RMA pack, and arrange for a courier to collect the parts.
The RMA Pack contains an A4 form which must be filled in and enclosed with the return.
The RMA pack also includes the courier unique reference sticker - peel off one half and stick to the return pack, keep the other half yourself for tracking purposes.
The RMA pack provides you with our courier contact number and our account number. You call the courier to arrange a suitable pickup time, quoting our account number.
What is your restocking policy?
If the goods delivered are not the goods ordered, or are damaged, you may return the goods to Heidelberg without cost provided:
- You request return of the goods within 14 days of delivery and Heidelberg grants a return authorisation.
- The goods are returned with the return authorisation.
- The goods are in the original packaging un-opened and otherwise in a saleable condition.
