FAQ - Frequently asked questions l Fiber24
Customer account
How can I reset my password?
Please go to the ‘My Account’ button and select ‘Forgot Password’. You can now request a new password, which will be sent immediately to the email address you entered in your customer details. Alternatively, contact us by email at [email protected]. We will create a new password for you, which you will then receive by email.
How do I edit my account information?
Contact information can be edited under ‘My Account’ and then under ‘My Personal Information’.
Order & shipping
How do I know if the article is available in the online shop?
You will find availability information below the graduated price table on the product pages in our online shop.
- Green – Available immediately (Article is in stock; delivery time approx. 1-3 working days)
- Yellow – Low stock level (Article is in stock, but only in limited quantities)
- Red – Currently in re-order (The Article will be reordered; delivery time approx. 2-4 weeks)
Some articles (e.g. special lengths) are only manufactured to order. If an article is not sufficiently available, you will find a note in your shopping basket with the expected delivery time.
What should I do if I cannot find a specific article in the online shop?
If you cannot find a specific article in our online shop, please feel free to contact us by phone or E-Mail. We are able to manufacture many products to customer specifications. As these are special orders, the estimated delivery time is often around 2–4 weeks.
How quickly can goods that are currently not available in stock be procured?
If an article is currently out of stock, the estimated delivery time is 2–4 weeks. If you need the article urgently or want to save time, express production is available on request.
Is there a product warranty?
We guarantee that all Fiber24 products undergo strict quality control. If you experience any problems or unexpected damage to your products, please contact us. Once you have sent the article to us, it will be inspected, provided that the warranty period has not yet expired after the sale. We will then discuss the next steps with you.
What should I do if I need help selecting compatible transceivers?
The switch product data sheets often list the transceivers that are compatible with the device. Alternatively, you can use the search box in the web shop to find the right transceivers using the original name or characteristics (e.g. Cisco 10G Singlemode).
Of course, you can also contact us at any time by email at [email protected]. We will be happy to help you.
How can I track my order?
At 6 p.m. on the day of shipment, you will receive an email from us with a tracking link to the shipping provider UPS, which you can use to track your order.
What should I do if my order is lost, stolen or damaged?
Please contact us by phone or email at [email protected]. We will look into your enquiry and get back to you as soon as possible.
How long does delivery take?
Orders placed via our online shop before 4 p.m. will be shipped on the same day, provided the goods are in stock.
Standard delivery takes approximately 1-3 working days within Germany. Within Europe, delivery times depend on the region and distance and can be checked on the UPS website.
Do you deliver internationally?
Yes, we deliver worldwide. For orders outside the EU, please contact us in advance by email.
How much are the shipping costs?
Standard shipping within Germany costs 9,90 EUR. An overview for other regions can be found here.
Do you offer free delivery?
For orders over 250,00 EUR, we offer free standard shipping within Germany (excluding express shipping).
Within the EU, we deliver free of charge for orders with a value of 500,00 EUR or more (also not applicable to express delivery). You can find more information in our overview. For orders outside the EU, please contact us in advance by email so that we can prepare a corresponding quote for you, which will include the shipping costs.
Do you offer a pick-up service?
Yes, you can select ‘pick up’ as the shipping method when placing your order. Your order confirmation will contain the relevant information about when the parcel will be ready for collection. Pick-up is possible from Monday to Thursday between 9:00 a.m. and 4:30 p.m. and on Fridays until 4:00 p.m. at our location at Wandsbeker Königsstraße 50, 22041 Hamburg.
Do you also deliver to private persons?
We are a pure B2B provider and do not supply private persons.
Payment
What payment methods do you accept?
We accept payment in advance , purchase on account, PayPal, credit card, SOFORT bank transfer or cash on delivery. If your preferred payment method is not available, please contact us in advance.
Contact
Do you have any further questions?
Please feel free to contact us by email at [email protected] or via the contact form
