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Help / FAQ

1. Who can order?

Principally, every responsible person can order our products for legal purposes.

There are no legal restrictions on the sale/purchase of locksmith tools in Germany. The only precondition is that the customer must be 18 years of age or above.

If you order from another country please contact your local authorities. The corresponding national laws apply.

Given the nature of the products, Multipick decided to take some security measures, though, in order to avoid the sale of “dangerous“ tools to individuals with questionable intentions.

We delivery our tools to foreign countries without investigating the local legal situation. The customer is fully responsible for verifying whether his purchase/import of our tools is legal according to the corresponding national law. If you have any questions, please contact our customer service.

 

Manipulative, non-destructive tools as well as literature videos and other products are freely available. Multipick reserves the right to decline orders without mentioning motives. If the declined order has already been paid for, the paid amount will be refunded without substractions.

2. How & why should I create a customer account?

How: To start the registration process, first click the "My Account" link at the right upper corner of your browser. Under "I AM A NEW CUSTOMER" click on the button "REGISTER". Fill in all the required fields and choose a password of your choice (Minimum 5 characters). Your password should be something you can easily remember, because you will need it later to login to your account together with your E-Mail address.

Why: By creating an account you are able to check the status of an online order, track & trace your goods with the UPS tracking number, to view and modify your billing, shipping addresses & to view your history of purchases that you have made with us.

3. The order number I received, is it also my customer number?

No. You will receive your Multipick customer number after your first order has been processed. You will find it at the top-right on the delivery slip and on the invoice .(in German Kunden Nr.:).

4. Can I make changes to an already placed online order?

Yes, it is possible to make changes as long as the order has not been dispatched. Please contact us by Email or phone as quickly as possible.

5. What kind of payment methods do you accept?

We accept Advance Payments, Credit Cards (Visa, Master), Debit cards (Visa Electron, Postepay, Carte Dankort, Servired, Carte Bleue, Maestro), Paypal (Only with valid PayPal account!) and Western Union, and Money Orders, C.O.D, (cash on delivery - only for existing customers) and Payment on Invoice (only large registered companies, Governmental Agencies etc.)

Advance Payments: With this payment method you will receive a 2% discount (except for Silca and Milwaukee products) on the full amount of your order. You will receive the necessary bank particulars for the transaction in the order confirmation Email. Please take care that all bank charges have been paid for. And the goods will be dispatched as soon as our account has been credited.

Credit Cards: Due to the increase in credit card frauds, we reserve the right to deliver only to the cardholders billing address and if necessary also to contact you for further inquiries.

PayPal: We can only ship to the address the PayPal payment was made from. If you used a Credit Card for the payment please refer to Credit Card payments above for more details.

Western Union: The method of payment Western Union is only possible for orders over 150.00 EUR. Please contact us before making a Western Union payment. You will need further details (recipient must be a person etc.) in order to make a Western Union transaction.

C.O.D.: (Within Germany) After verifying the address, orders will be shipped as standard UPS C.O.D. (International) we can only ship international C.O.D parcels to existing customers and companies. If you would like to pay C.O.D. please call our customer service.

Payment on Invoice: Large registered companies, governmental agencies etc. can opt to make the payment on reception of the merchandise and invoice by selecting Payment on Invoice during the order process and inserting “Payment on Invoice Customer” in the field for comments. We will take care of the rest!

6. What should be considered when paying with PayPal?

We can only ship to the address the PayPal payment was made from.

7. Can I pay after receiving the invoice?

Please understand that only governmental bodies, large identified companies and existing customers have the possibilities to make payments against invoice.

8. Being a foreign customer, do I have to pay German VAT?

Holders of a valid European intracommunity VAT number, as well as customers outside of the European Union are exempted from paying the German VAT. However if necessary, there is a possibility that customs fees & import duties will be charged at your end. All other customers have to pay German taxes.

9. Which shipping carrier does Multipick use?

We ship with UPS. On demand we'll ship your goods with express delivery. If you wish express delivery feel free to contact our Hotline.

10. Where and how can I see the shipping charges that apply for me?

At the bottom of our shop you can find a link "Shipping" where you can find the shipping rates for your country

11. How and where do I find the value of my order in another currency?

At the top of our shop you can preselect your preferred currency in which our shop will calculate the prices.

12. Is my order insured?

Yes, all our parcels are insured. If the standard insurance of € 500.00 should not be sufficient in the case of your order, we will automatically insure the parcel for the required sum.

13. Do you deliver to P.O. Boxes?

Yes, DHL does deliver to P.O. Boxes., but logistics partner UPS does not.

14. Can I track/trace my parcels online?

Yes. When your order is dispatched, you will receive a tracking number for your parcel. With the tracking number you can track the delivery of your parcel online.

15. How is it possible for Multipick to ship within 24hrs on working days?

We constantly hold all offered products in stock, so that during weekdays they can be dispatched within 24 hours. In some cases brief delivery delays can occur. However, in such a case the customer will be notified.

16. Could there be any delays in dispatching?

If the submitted order contain incorrect or incomplete data, then there is a possibility that it can cause the dispatchment to get delayed. So please take care to enter all the required information as correctly as possible.

17. Is there a warranty on purchased products?

Yes, Warranty cover shall be in accordance with German statutory provisions. For justified defects, repair will be carried out or will be exchanged according to our general conditions of sale.

18. Can I return my purchase?

If you experience a malfunction as a result of a manufacturing defect you may return the product to us. However, the postage has to be prepaid and has to be in its original condition and packaging. Returns will not be accepted if the postage has not been paid!

19. What should I consider when returning?

Place your address specifications along with the customer number and a short description of the problem or fault. The necessary repair or the exchange will be done as soon as possible.

20. How secure is my personal data?

All data transfer of private information is protected by a 128 bit SSL (Secure Socket Layer) data encryption. We are cooperating with COMODO to guarantee the highest possible standard of data security.

21. Will my personal data be stored for any reason?

Yes, your personal information is gathered & stored in order for the purposes of fulfilling your order, to establish and maintain relations with customers, to provide ongoing services, to understand customer needs and preferences and to meet legal and regulatory requirements. You may also read our privacy policy for further details.

22. Will my personal data be passed on to a third party?

No! We expressively do not pass on your private data to third parties for publicity, mailings or similar reasons. We will neither send you any further product information / publicity if you do not wish so.

23. Is it possible to cancel my customer account?

Yes! For security reasons you cannot cancel your account yourself, though. We will first have to verify that the request for cancellation is legitimate. If you wish to cancel your account please contact our hotline.

24. Am I allowed to copy images and texts for commercial purposes?

No! Multipick is the sole proprietor of all intellectual content, pictures, etc. If exceptions are made to this rule all rights have to be granted in written form. Unauthorised use will be persecuted legally without further notice!

1. Why can’t I register, log on, or shop?

The areas of our shop where you have to enter personal data, or it is being processed, are secured via 256-bit encryption. Some older browsers (predominantly Internet Explorer/ Netscape) do not support this modern form of encryption.

2. Why does Multipick’s website use a 256-bit encryption?

By using a 256-bit encryption your personal data (address, credit card information etc.) are secured to an utmost level from unauthorized access.

3. How can I find out if my browser version (Internet Explorer) supports 256-bit encryption?

1. Start your Internet Explorer
2. Choose “?” (help) from the menu bar
3. Choose “Info” from the help menu

In the window that will appear you can see your current browser version and your encryption level. If the encryption level is lower than the required 256-bit (e.g. 128-bit), you will have to update your browser.

4. Even though my browser supports 256-bit encryption I still cannot register, log on, or shop? – Why?

When you want to register, log on, or shop you have to make sure that cookies are enabled in your browser. The simplest way is to open the menu “Extras/Internet options/Security” and add our page “https://www.multipick.com“ as a “trustworthy site”.

Cookie error: Your browser does not allow cookies.
To continue your shopping experience, you should enable cookies for this site.

Follow the steps below to enable cookies on the Internet Explorer:
1. Click on the Tools-menu and choose the tab Internet Options
2. Click on security settings
3. You will find a drop down box, choose a middle setting.
4. Click on OK

If you use Mozilla Firefox follow the steps below:
1. Click in the tools menu on options
2. Choose the tab privacy
3. Check the box “accept cookies from sites”
4. Click OK. This measure is for your own safety


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