FAQ
Orders, Delivery, Tracking
Where can I deliver my order?
We offer delivery to most addresses in Germany. Unfortunately, we do not accept orders which require delivery to addresses outside Germany.
What methods of payment do you accept?
We accept American Express, MasterCard, Visa, Discover, and PayPal. If you select PayPal as your form of payment, you will continue through the standard checkout process, then automatically proceed to PayPal.com to enter your PayPal payment details. At this time, we cannot accept PayPal as a form of a payment for pre-order items or Crowdfunded Products.
Please note that all prices are in EUR (€).
What are my delivery options?
We currently offer standard delivery only. Allow 2-3 business days (Monday through Friday, excluding bank holidays in Germany) for delivery from dispatch. We aim to dispatch your order within 2 business days.
How much will it cost to deliver my order?
Delivery is free on orders of EUR 70.00 or more.*
*Exclusions to free or discounted delivery costs may apply for certain Crowdfunded Products.
The standard delivery cost for orders of less than EUR 70.00 will be EUR 3.99.
Can I use discounts or promotion codes?
Promotional terms will state if a discount code can be used on a specific item.
I had items into my cart, but when I went to check out they were gone! How does that happen?
Placing an item in your cart does not reserve it, since a Product is not committed until you complete the checkout process and receive an order number on the confirmation page. An item can also sell out while you are attempting to finalise your order due to high demand. Please note that if there is a problem processing your order, you will be notified immediately. Failure to promptly respond accordingly may result in your order being canceled.
Will I be charged VAT?
The price of the item will be the price indicated on the order pages when you place your order which includes VAT.
Why am I charged before my order is delivered?
Unless your order includes a Crowdfunded or pre-order Product, your form of payment will be charged as soon as your order is accepted and processed. If you place an order for a pre-order Product, your form of payment will be charged once the item is ready for delivery. If you place an order for a Crowdfunded Product, your form of payment will be authorized and collected once the sign-up period has expired and the project is backed.
Will phone orders be accepted?
At this time, we are not accepting orders via phone. All orders must be placed online.
Can I send gifts to multiple locations in the same order?
No, you will need to place separate orders.
How can I cancel or modify an order?
Pre-order orders may be cancelled or modified at any time before payment has been processed. Payment for pre-order Products will be processed when the Product is received at our warehouse and available for delivery.
Where applicable Crowdfunded orders may be cancelled or modified at any time before the completion of the Project Backing Period. Payment for Crowdfunded orders will be processed once the sign-up period has expired and the project is backed.
To cancel, log into your account, navigate to ’My Orders’, click into your order, then cancel the item.
For in-stock items, you will be unable to change or cancel your order once confirmed in checkout. You must contact Customer Service to attempt to cancel or change it. We are unable to cancel or change orders that have already been dispatched except for remaining items in a partially delivered order.
How do I change my address?
Please contact Customer Service here. Keep in mind customer services can only update a delivery address if the item has not yet entered the fulfillment process.
Do you offer gift wrapping?
We do not currently offer a gift wrap option.
What is the status my order?
Once your order is on its way, you will receive a delivery notification via email. You can track your order through the confirmation email, or through logging into your account here.
What should I do if I never received an order confirmation email?
If you did not receive a confirmation e-mail within four hours of placing an order, it may be due to the following:
- Your email provider may be blocking our attempts to communicate with you.
- You may have entered your email address incorrectly when setting up your account.
If you believe our communication may have been blocked, check your junk mail folder and/or turn off your spam filter to allow email from hasbropulse.com then contact us here to request a new order confirmation be sent to you.
Going forward you can prevent our emails from landing in your junk mail by adding customerservice_de@hasbropulse.com to your address book.
If you have the incorrect email noted on your account, please contact us at to have the email address updated and the order confirmation sent to the correct address.
Why did I only receive part of my order?
You may receive several shipments for one order. Please refer to your order confirmation for order details.
Why did the estimated delivery date of my pre-order change?
Sometimes we receive a Product in earlier or later than we originally anticipated due to factors outside of our control. In either case, we will email you to let you know if the date was moved in or moved out.
What should I do if I have not received my order?
If you have tracked the status of your order and it indicates your items have been delivered, please contact Customer Service here within 3 days of the date the order was meant to be delivered.
Do you sell gift cards?
We do not sell gift cards.
