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FAQ

RETURNS AND REFUNDS

  1. HOW CAN I RETURN AN ITEM?
    Ordered goods can be returned to us within 31 days. You can find more information about returns here .
    Goods ordered online can also be returned to the stores.
    A prerequisite for an exchange on site is that the corresponding item is available there at the time of the exchange.

  2. IS THE ITEM DEFECTIVE OR INCOMPLETE?
    Of course, you can return incomplete or damaged goods to us. To ensure we can process your complaint promptly, please contact us using the contact form . 
    Please have your order number ready and briefly describe the defect or which item was missing from the delivery. Our service team will then explain the next steps in the process.  

  3. HOW LONG DO I HAVE TO RETURN ITEMS?
    Ordered goods can be returned within 31 days of receipt. You can choose your preferred shipping provider for the return.

    Please send returns to the following address:
    ASMC GmbH
    Returns Department
    Klinkenthal Industrial Park 55
    66578 Schiffweiler
    GERMANY

  4. HOW LONG DOES THE REFUND TAKE AFTER RECEIPT OF THE RETURN?
    Once we receive and inspect your return, a credit note will be issued and processed for payment. Please note that it can take up to two weeks for the credit amount to appear in your account.

  5. YOU DIDN'T RECEIVE A RETURN SHIPPING LEAFLET?
    If you did not receive a return slip with your delivery, please request one using our contact form , stating your order number.

  6. CAN MULTIPLE ITEMS FROM AN ORDER BE RETURNED?
    Of course, you can return multiple items from one order. The return label will be automatically generated by our system. Simply select the order in your customer account and mark the products you wish to return. We'll take care of everything else for you!

  7. CAN I EXCHANGE ITEMS THAT DON'T FIT?
    We generally do not offer exchanges. However, you can return the affected items and then place a new order. We will credit you for the value of the returned items within 14 days of receiving the return and process your order promptly.

  8. DID YOU RECEIVE THE WRONG ITEM?
    We're sorry to hear that. Please contact our customer service immediately at info@asmc.de. Our service team will do their best to find an individual solution to the problem as quickly as possible.

ORDERS

  1. HOW CAN I PLACE AN ORDER?
    You can easily place an order, either through your customer account or as a guest. Should you need assistance or have any questions, please contact our customer service via our contact form – we're happy to help!

  2. DO YOU ALSO OFFER VOUCHERS?

    Yes, we offer gift vouchers! In our online shop you can purchase digital gift vouchers that are delivered instantly by email. These vouchers can be redeemed both online and in our stores.

    Please note, however:

    • Vouchers purchased at ASMC.de cannot be redeemed at ASMC-Unlimited.com and vice versa.
    • However, in our stores you can redeem vouchers from both ASMC.de and ASMC-Unlimited.de .

    Additionally, you still have the option of purchasing vouchers directly in our stores.

  3. DO YOU OFFER DISCOUNTS FOR BULK BUYERS?
    Although we are not a wholesaler, we can offer special conditions for bulk buyers. Please contact us via our contact form or write to us at behoerden@asmc.de .

  4. DO YOU OFFER SPECIAL DISCOUNTS TO GOVERNMENTS?
    Send us your request! We will gladly review your request and get in touch with you as soon as possible.

    Feel free to contact us by email or by phone from Monday to Friday: 10:00 - 16:00 .
    +49 6821 9449 666
    behoerde@asmc.de

  5. HOW CAN I CHANGE OR CANCEL AN ORDER?
    Please contact our customer service center ( contact form ) if you wish to change or cancel an open order. We will gladly check the processing status and adjust the order to your wishes if possible.
    Please understand that depending on the payment method, we may no longer be able to make any changes.

SHIPPING AND DELIVERY

  1. CAN I CHANGE MY ADDRESS AFTERWARDS?
    Generally, you can change the delivery address at any time as long as your order has not yet been shipped. Once it has left our warehouse, changing the delivery address is no longer possible.

  2. HOW DO I GET THE TRACKING NUMBER FOR MY ORDER?
    As soon as your package leaves our distribution center, you will receive an email with the shipping confirmation and all important information about your delivery. This email will also contain your personal tracking number, which you can use to track the delivery status of your package.

  3. HOW MUCH ARE THE SHIPPING COSTS?
    Detailed information about the applicable shipping costs can be found here. view.

  4. HOW SHOULD I PROCEED IF THE PACKAGE IS DAMAGED AT THE TIME OF DELIVERY?
    In such a case, please be sure to check the contents of the package before accepting it! Refuse delivery if you find that part of the order is missing or defective.
    Please inform our customer service immediately that you refused delivery due to a defect. Once we have received the return and checked the contents, we will repackage the items you ordered and send them to you.
    If you accepted the package despite the defect and subsequently find that the delivery is incomplete or damaged, please contact a nearby post office and file a damage report there.

PAYMENTS

  1. WHAT PAYMENT OPTIONS ARE AVAILABLE?
    Information about the individual payment methods can be found here .

  2. WHEN WILL I RECEIVE THE CREDIT FOR MY RETURN?
    Refunds for returned items will be processed within 10 to 14 working days after confirmation of receipt of the return.

BRANCHES

  1. ARE THE CUSTOMER CARDS ALSO VALID IN THE BRANCHES?
    Of course, you can also receive your customer card discount in our stores. If you've forgotten your discount card at home, you can give us your customer number and verify your identity using your ID card or driver's license. Since customer cards are non-transferable, we unfortunately cannot grant you the discount without proof of purchase. Thank you for your understanding!

  2. CAN I HAVE A SPECIFIC ITEM DELIVERED TO A BRANCH?
    Please contact our customer service for this. We will gladly deliver the desired item to a branch of your choice within 3 to 5 business days. However, we can only deliver products to the branch that are available in our online shop at the time of ordering and therefore ready for immediate delivery.

  3. DOES DELIVERY TO A BRANCH OBLIGATE ME TO PURCHASE THE GOODS?
    You are under no obligation to purchase the delivered items! You are welcome to have your desired items delivered to the store for viewing or size selection without entering into a purchase agreement. You decide on-site which items you wish to buy!

  4. IS MY DESIRED ITEM AVAILABLE IN A STORE?
    You can easily check the availability of your desired item in a store yourself. To do this, click the "Check availability" button on the product overview page.
    If the item is not available in your preferred store, you can have it delivered to a nearby store for viewing or size selection. For further information, please contact our customer service team via the contact form .

  5. WHERE CAN I FIND AN ASMC BRANCH?
    You can find us at three locations across Germany. All addresses and opening hours of our branches can be found here .

  6. CAN I REACH THE STAFF IN THE BRANCHES BY PHONE?
    Unfortunately, you cannot contact our branch staff by phone. Our service team will be happy to answer any questions you may have.

  7. CAN I RETURN GOODS PURCHASED ONLINE TO THE STORES?
    Of course, you can return items purchased in our online shop to our stores. However, in-store exchanges are only possible if the desired item is in stock. Thank you for your understanding.

ARTICLE

  1. FOR WHAT REASONS CAN A FIELD POST ORDER BE (PARTIALLY) RETURNED?
    Please note that we are not permitted to ship batteries or aerosol cans to field post addresses and are therefore forced to return these items, which frequently results in returns. In the event of a return, we will re-enter your order and refund the corresponding amount. You will then receive your order without the returned items and don't need to do anything further.

  2. WHY ARE THE HAZARDOUS GOODS I ORDERED NOT INCLUDED IN MY ORDER?
    Please note that hazardous materials such as ammunition or fireworks require separate shipping. This may cause delays in the partial deliveries of your order. Hazardous materials are typically shipped 2 to 3 days after the regular delivery.

  3. HOW LONG WILL THE DELIVERY OF MY NAME BANDS TAKE?
    Name tapes are also delivered separately and can take up to 14 business days. Delivery is in an envelope and is handled by an external service provider. Please note that the individual production process takes more time, which may slightly delay delivery.

Loyalty cards and ASMC Prime League: 

  1. What happened to your loyalty cards?
    Our customer card models (Yourcard, Procrad and Goldcard) have been replaced by our Prime League loyalty model.
    Existing customer card holders will continue to receive their discount and collect points at the same time. After the expiry date, the status of the points collected accordingly counts.

  2. What is the ASMC Prime League?
     The Prime League is ASMC's own loyalty program, which allows you to secure exclusive benefits.
    You can find more information about the Prime League here.
  3. What about existing customer cards?
    Existing customer card holders will continue to receive their entitled discount and collect points at the same time.
     After the expiry date, the status of the points collected accordingly counts.

  4. Will government agencies, soldiers, emergency services, or volunteers no longer receive any benefits?
    Yes! Soldiers, emergency responders, and volunteers continue to receive exclusive benefits. After successful verification, you'll receive a base of 5,000 XP, which you can use to start directly in the Prime League and continue earning points. Learn more about the government bonus here: Government Discount .