For commercial customers only!

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FAQ - Frequently Asked Questions

Do you have questions about PART FACTORY? Here are the answers!

General Questions

1. When are costs incurred for me?

An inquiry is always free of charge. Costs are incurred only after a proper order has been placed. Only when you receive an offer from us and order the production of your part in your customer area.

2. How much are the delivery costs?

The delivery costs within the European Economic Union are already included in the price. To ensure that your parts arrive intact, we package your goods professionally using high-quality materials. Our professional logistics partner UPS delivers the goods to you promptly. As soon as the goods leave PART FACTORY, you receive an e-mail with a UPS Tracking Code. You can thus track your delivery precisely and keep your incoming goods department well informed.

3. Can I use PART FACTORY as a private customer?

No, unfortunately not. Due to legal contractual stipulations, we can only accept commercial customers. Please order your goods via a company! We thank you for your interest and hope to welcome your as one of our commercial customers in the near future.

4. Can I order from PART FACTORY from any country?

Commercial customers from the 18 euro-zone countries can order from partfactory.com. These countries are: Austria, Belgium, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Luxembourg, Malta, Portugal, Slovakia, Slovenia, Spain and The Netherlands.

 

Inquiries

5. How long does it take to receive an offer?

The process is pretty fast. We check that your drawing is complete, look for the appropriate production capacity for your order and determine the price based on your stated delivery date. This may take up to 3 working days.

6. Which criteria does the drawing need to fulfil in order for me to receive an offer?

Describe your quality requirements in a technically clear and complete drawing according to the DIN-ISO standard or the EN drawing norm.
After receiving your drawing, we check it and outline anything that is incomplete by return e-mail. Unfortunately, if the drawing is incomplete, we will be unable to provide you with an offer.

7. When is a drawing rejected?

When it does not correspond to the DIN-ISO standard or the EN drawing norm for production drawings of metal parts. Even if only one aspect of the drawing is ambiguous, the part cannot be produced correctly for you with 100 % reliability. Typically German? Yes, that’s right ... only the best to meet your and our quality requirements.

8. Why can I not select an earlier requested delivery date?

Due to the multitude of incoming orders, we firstly have to determine the production capacities (machines, operators, tools, part material, production planning, etc.) which precisely fit your inquiry. These then need to be booked, managed and followed up. Your quality requirements demand a certain amount of time. To avoid error, verifiable procedures must be in place – and we find the best ones for processing your order.
Currently, we do not have a “speed line” where we can process your URGENT ORDERS as a priority. As soon as we are able to offer this, we will be pleased to inform you.

9. Can I correct the number of pieces in the inquiry?

No. We request that you make a new inquiry in such cases.

10. Is there a quantity discount?

All inquiries are processed independently of each other. The offer made to you is non-negotiable. Should we identify you as a customer with strong sales growth, a price concession based on your sales will be taken into consideration automatically in the offers. Your account manager has an overview of all your business transactions and always strives to make you the best offer with respect to price, quality and delivery time.

11. Can I withdraw / delete my inquiry?

Inquiries are always free of charge and will be answered by us in every case. If you nevertheless wish to withdraw or delete your inquiry, you can reach us at +49 (0) 2273 / 95 373 62.

 

Order

12. How can I pay at PART FACTORY?

You may pay with Visa and MasterCard credit cards that are accepted Europe-wide, via PayPal or sofortueberweisung.de, giropay, iDEAL and eps, or by invoice. More information about the payment options you find here payment options.

13. When will I receive an order confirmation?

You will receive this by e-mail as soon as you have made your online order, and you can view and download it at any time in the online portal. Please note: The e-mail address entered in the online form must be written correctly.

14. What about quality inspections?

Part quality is our utmost goal; “Made in Germany – that speaks for itself!” That is why we check your drawing for any errors and our parts for any faults before they leave the production line. Nevertheless, the final part inspection is the responsibility of the customer. Only you can decide if the part meets all your wishes. Here we grant you a claim period of 14 working days following receipt of the goods (see also „How do I make a complaint about a consignment?“)

 

Complaint / Cancellation

15. How can I make a complaint about a consignment?

If you have received goods from us which do not correspond to the specifications in your production drawing, a complaint is justified. You can begin the complaints procedure in your customer area.
Upon receiving your complaint, we will check your claim entitlement and carry out the necessary rectification immediately if the part does not correspond to your production drawing. Please describe your claim entitlement in the comment field of the complaint process in your customer area. The more precisely you can describe the error, the better and faster we can assist you.
However, in cases where claims are unjustified, please understand that we will unfortunately have to charge you for the additional inspection costs. Please always bear in mind that inspection costs may be associated with labour costs of up to €75/h plus any fees for using special measuring tools and equipment.

16. How can I cancel an order?

If you wish to cancel an order, you may do this in three different ways:
- by e-mail to service@partfactory.com
- by fax to +49 (0) 2273 / 95 373 68 or
- by letter to the following address:
Grindaix GmbH
Marie-Curie-Str. 8
50170 Kerpen
Germany

All complaints must be made in writing. Please always state your customer number and order number.

 

Do you have more questions?

If you did not find your question, please contact us. We are glad to help you.
You can reach us directly by e-mail service@partfactory.com or by telephone +49 (0) 2273 / 95 373 62 (Monday to Friday from 8 am to 5 pm).

 

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