FREQUENTLY ASKED QUESTIONS

BECOME A CUSTOMER

Who can become a customer of Megaform?
At Megaform, we work with distributors and wholesalers active in the field of education, sports and solutions for special needs

Is there a minimum order quantity or value?
There is no minimum quantity or value to reach for your orders.
However, since we are organized as a wholesaler (and not as a distributor), we charge an administrative fee of 15€ (excl. VAT) for any order below 150€ (excl. VAT).

How to become a customer?
If you meet the customer requirements mentioned here above, please complete the account creation form.
If you don’t meet the customer requirements but would like to contact us, please fill in the contact form with your request or question.
Your request will be processed, and we will reply within 48 hours (on working days).

ORDERS

What is the buying process ?
1.    Place your order directly on our website or send it by email at [email protected].
2.    Our customer service will send you an order confirmation indicating the availability of the products and the estimated shipping date.
3.    Your order will be prepared at our warehouse.

Can I modify my order?
You can modify your order the same day you send it and before 4pm Central European time. After that, it won’t be possible to make any modification anymore.

Can I get samples of your products?
To make a sample request, please contact our customer service at [email protected].

PREPAYMENT OR PAYMENT

In case of prepayment, our customer service sends you the proforma invoice once the goods have been prepared. This way you will pay only for the available goods and freight costs (if applicable).
As soon as the payment is received on our bank account, we will proceed with the shipment of the goods.

In case of payment on invoice, the goods are prepared and shipped immediately. The invoice will be sent a few days after the shipment. Payment must be made following the agreed payment terms.

DELIVERIES

Where are my orders delivered?
The goods ordered will be sent to the delivery address registered on your account.
Any changes to this address must be notified to our Customer Service Department in advance.

Do we know how much transportation will cost?
Yes, of course, the shipping cost depends on the order value and will be shown on the order confirmation.

Can I choose my own carrier?
There are 2 options for delivery:

• We ship the goods by our own carrier. This is the standard way we ship without any information from you. The shipping costs we charge for this delivery service are indicated on our order confirmation.
• You can book your own carrier to collect the goods if you wish. In this case, our Transport Department will inform you about the packaging by email once the order is packed. If you choose this option, please let us know when you place your order or send us an email.

In case of any question regarding transport, please contact: [email protected].

Can I have delivery made directly to my customer?
Megaform only operates on a BtoB basis. Therefore, we only deliver to businesses and cannot offer direct delivery to your end customers.

How are shipping costs calculated?
Shipping costs are calculated based on the total value of the order and the country to ship to. The shipping costs we charge for this delivery service are indicated on every order confirmation.
For any order with a total value over €5.000, we will make a specific price request to our carrier and submit it to you for approval. You can then decide if you want to pick up the goods yourself or if we will arrange the transport with our carrier.

COMPLAINTS

How late can I make a claim?
For any quality problem, our products are guaranteed 1 year.
For problems concerning deliveries, please send your complaints within 10 working days after receipt of the goods at the latest.

Damaged goods or articles are missing ?
1.    When you receive the items, you are required to express reserves on the CRM; 
2.    Fully inspect the compliance of each product sent;
3.    Send an email describing your problem within 10 working days of delivery to: [email protected];
4.    In case of damaged products, please add pictures;
5.    Complete and send us by e-mail the “complaint and return” form that you will receive in response to your request;
6.    We will process your request and get back to you as soon as possible.

You have not received your parcel?
1.    Check with your tracking number where your parcel is;
2.    If the tracking indicates that your parcel has been delivered but you have not received it, please send an e-mail to: [email protected];
3.    If the parcel is lost, please complete the declaration of loss that we will send you by e-mail and send it back to us at the same address as soon as possible;
4.    We will process your request and get back to you as soon as possible.

BACK-ORDERS

What about the items I ordered but which are not available?
The estimated shipping date of the unavailable items is mentioned on the order confirmation.
All ordered and unavailable items are booked for you and will be automatically shipped once available with your next order.
If you do not want to receive these backordered items, please send an e-mail to: [email protected].