Call our Financial Services Dept at 1-800-437-7388, prompt #4. Your payment terms are dependent upon your credit information. If we have not received your credit information, all new accounts are established as COD CERTIFIED FUNDS REQUIRED. There is also a separate COD fee ($50.00) which will be charged for each parts order. You may avoid the COD FEE by paying with a credit card.
Detailed explanations are printed on the back of every invoice, credit memo and statements.
COD fees can be avoided by filling out a credit application to change your terms or paying with a credit card.
Yes, HEIDELBERG accepts VISA, MasterCard, American Express and Discover; purchases of equipment (equipment invoices) are not eligible for credit card transactions.
Many times your Customer Service Representative can help you with most questions at 1-800-437-7388, press 4 then 1. See your Contact Information List to reach your assigned CSR for Parts invoices or for Service Invoices. For specific assistance on paying your invoice or statements you will be directed to your Accounts Receivables Representative.
If you have not submitted your state’s sales tax exemption certificate, you will be charged sales tax. If you have a copy of this certificate, you may fax a copy to our Tax Department: 770-419-6974
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 Rep at 1- 800-437-7388 prompt 4 then 1 then we can make this a permanent flag. 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.
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 CSR with the specifics and they will be able to assist you.
Not all parts that are typically covered by a new equipment warranty are covered by your Service contract or System 36 contract. Please contact your Parts CSR with the specifics and they will be able to assist you.
We ship our product out Prepaid and Add freight to your invoice. Our shipping vendor is Federal Express. At the time of order entry you may request the freight charge. Heidelberg receives exceptional and competitive rates which are passed on to you.
Call Expediting at 1-800-437-7388, prompt 1, then 9.
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 via Federal Express for the most expedient and cost effective delivery. We can also set up Same Day delivery/Next Flight Out. If Same Day is requested, we will use Network Courier, Next flight out service. Deliver by times and availability is specific to your delivery area.
Heidelberg USA 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. Neither Network Courier nor Heidelberg USA can guarantee any arrival times. Once your order is placed into the Airline’s hands it is subject to potential weather related delays, plane mechanical delays and bumping your package to a later flight if there is no more room in the cargo area. Some planes may not be available if you have an “oversize/heavy weight” part being shipped. In all cases, Network Courier will be in contact with your designated person throughout the delivery should there be any changes to the original delivery time.
Special note about Next Flight Out via Network Courier: Door to Door service is highly suggested as your order will be picked up from our warehouse and delivered to your door and Network Courier will have visibility at all times. If you opt for Counter to Counter service, Network will lose visibility of the package once it is dropped at the airline.
Heidelberg is unable to utilize specific carriers or use your specific carrier bill to account number. However, non COD orders may be available for pick up at our warehouse in Indianapolis, IN.
Prepress Parts - 30 days from date of shipment
Mechanical Parts – 180 days from date of shipment
* Electrical Parts – 90 days from date of 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 USA 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.
As of September 11, 2009, we will warranty any Original Heidelberg Service Part (Mechanical for a period of two years – Electrical for one year) provided the part is installed by a Heidelberg Systemservice technician. Should the new part fail within the extended warranty period, we will replace it at no charge, provided it is also installed by a Heidelberg Systemservice technician.
Click here for more details.
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 of 50% 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 50% credit. (Note: this is subject to restocking fee’s if shipped back later than 30 days from date of shipment).
To cancel an order, contact Parts-Customer Service at1- 800-437-7388 prompt 4 then 1. 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 CSR will set up a return of your part.
If you 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 or to our factory in Germany. Both locations do not have a Returns Processing Department and your credit would be delayed. There is only one location that processes returns and it is located in Kennesaw, GA.
Contact Parts Customer Service Rep at 1- 800-437-7388 prompt 4 then 1 to receive a return authorization for this order.
Contact your Parts Customer Service Rep at 1- 800-437-7388 prompt 4 then 1.
Please have your invoice# 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 CSR will ask you if you need a replacement order and you will be forwarded to parts order entry.
Contact your Parts Customer Service Rep at 1- 800-437-7388 prompt 4 then 1. Your CSR will assign an RMA (Return Materials Authorization) number to you. All items should be returned to:
Attention: Returns Dept – Ref: RMA#_______________
1000 Gutenberg Drive
Kennesaw, Georgia, 30144
All returned parts are inspected for saleable condition. Each return should have a Heidelberg Return Authorization number referenced on the return paperwork. You will receive this notice to call Heidelberg USA –Returns Administrator at 1-800-437-7388 prompt #4 if a part is being returned and it does not have paperwork indicating why it is being returned or the part returned is not in the expected condition as indicated by the return number or paperwork.
Non response to this notice within 7 days will risk any possible credit and the part will be disposed.
All parts returned after 30 days from date of shipment will be subject to a restocking charge. Current fee schedule is as follows (subject to change w/o notice):
30-90 days – 25%
91-180 days – 50%
181-365 days – 75%
365+ days – Non returnable
A Hold Harmless Agreement is required for a machine identified as being originally sold outside of the Heidelberg USA chain of sale, and possibly outside of the USA. Heidelberg USA would not have any information about prior history of maintenance or conditions of sale or original configuration on the Machine. In order for us to provide parts and/or service, you will need to sign this agreement which will be faxed to you when we establish your equipment in our system.
Please call our toll free number 1-800-437-7388 and press prompt #2 for assistance.
Please have your machine’s serial number.
You will receive a call back from our Technical Support Desk to determine if you need on-site service or if your problem can be handled with phone support.
Yes, please call our main toll free number +1-800-437-7388
Call our toll free number 1-800-437-7388 and press prompt #2. There could be a charge for this service and this will be explained at the beginning of your call
When calling to set up service, 1-800-437-7388 and press Prompt #2, you can request the rates at that time. Our rates are based on the equipment that is being serviced. You can also view your rates by clicking here.
Contact your Parts Customer Service Rep at 1-800-437-7388 prompt 4 then 1. This can be emailed, faxed and/or mailed to you.
Your Heidelberg Account number, Regional office address, phone number, Regional VP, Regional Service Manager, Regional Sales CSR, Spare Parts toll free numbers, prompt explanation for Parts Entry, Expediting, Parts-Customer Service, Service Team phone numbers and contact names to set up Service, request Technical Help Desk assistance, Customer Service Rep for Service billings, Consumables Rep and phone number and Financial Service Center Rep name and phone number to discuss your account status with Heidelberg USA.
Whether you need urgent support, spare parts or technical advice, please do not hesitate to contact us.
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