FAQs

Q: How can I order
A: You can order easily using our online platform. When you find a product you need, you can add it
to cart, login/ guest check-out and go through the ordering process. After the order is placed, you
will receive an order summary to your email. Order summary will also be stored to your account.
You can also easily make reorders afterward by clicking the “reorder” button on any of your
previously made orders. After clicking the “reorder” button the cart will open and you can change
quantities or products. 


Q: Do I have to order online?
A: Online ordering is preferred in most cases because by ordering online, you will save time, you will have
easier payment process and all the information about the order will be accessible for you anytime.

You can also send your order to info@provisionhop.de or by calling at +49-15145423453.

Q: What information should I input when ordering?
A: Our online ordering system will ask for all the important information you should submit regarding
your order and delivery such as your contact details, address and email address for communication.
This will make sure the shipment is not delayed and you can be reached for any clarifications.


Q: What is the lowest price guarantee and how does it work?
A: Our goal is to provide you with the lowest possible price. If a competitor has an item
available online at a lower final price (after any duties, tax and shipping costs), we will beat it by
5%. The lowest price guarantee is only between online retailer within Germany.


To qualify for a price match, all the following must apply.

  • Shopping cart must contain minimum of 5 different products
  • All products within the cart must be of same type, brand, weight and not BBE (best before
    expiry products) and same conditions
  • The Competitor site must have the products in stock
  • The Competitor site must be  a German based organization
    Please notify info@provisionhop.de with the screenshot for the qualifying products and we will beat
    the price by 5%.


Q: What payment methods can I use?
A: You can use all the major credit cards, Paypal or Bank Transfer and Cash on Pickup.
Incase, of bank transfer the customer have to manually initiate a bank transfer from his /her bank
website, after order is placed. Please sent us the payment confirmation info@provisionhop.de to
process your order. If we have not received the payment, then your order will not be processed.

Cash on pickup, payment method is only applicable when he/she wants to pickup the order from the
store.


Q: Is the prices final inclusive of all VAT ?
A: Yes, all prices are inclusive of VAT and there is no additional taxes levied.


Q: What should I do if the payment is not accepted?
A: Please try again in a little while. If the payment is still not accepted, please verify with your credit
card / paypal. If everything is as it should, but you still can't make the payment, please contact us
info@provisionhop.de notify us about the problem. We can manage the order manually.

Q: What are the delivery charges?
A: Delivery charges are dependent on the order value. If the, total value on your order is above 45
EUR then you get free shipping. For, orders below 45 EUR , flat shipping fee of 5EUR will be added to
the shipment charges. You can see the shipping fees on the checkout process before the payment is
made.
One can also choose to pickup the order from store. For pickup orders please notify us
info@provisionhop.de and inform about the pickup date & time.

Q: When will my order ship?
A: Once your payment is confirmed, your order will be processed immediately. All confirmed
orders received before 10:00 AM will be processed within the day and during extra ordinary
volumes next business day.
Please note there are no shipment processed on Saturday, Sunday and German public holidays.


Q: What are the expected delivery times & Can I track my order?
A: We will send you the tracking code of the shipment when the parcel has been sent. It takes 4-5
days for order to reach you after its processed. Incase, you have any queries please notify us
info@provisionhop.de

Q: How can I change delivery address?
A: Sign in, to your account and go to “my account”. On “my account” you can change all your contact
information. For, existing orders that are not shipped, please contact us info@provisionhop.de

Q: Can I cancel my order?
A: If you want to cancel your order, please do so as soon as possible. If we have already processed
your order, you need to contact us and return the product. Please contact info@provisionhop.de

Q: Can I return a product?
A: If you want to return a product, please contact info@provisionhop.de. Please note the return
shipment needs to be paid by the customer.

Q: Do you have the product in stock?
A: All the products which are shown on our site are available. For additional products requirement
please notify us info@provisionhop.de and we will try to source this product for you and have this on
our catalog

Q: How to contact customer service?
A: If you have a question regarding our online store (ordering, account questions, technical questions),
please contact info@provisionhop.de or call +49-15145423453
On pricing and shipping related issues you can contact customer info@provisionhop.de