FAQ – Questions & Answers
Products
Which products can I buy?
In the metalxact shop, you can choose from a wide range of materials, shapes and accessories for industry and crafts. These include tubes, sheets, profiles, fences & gates, all-glass railings and glass canopy systems made from various materials such as steel, stainless steel, aluminium, brass, gunmetal, bronze and copper. You will also find accessories such as flanges, various plug-in fittings, end caps, glass holders, railing posts and much more at metalxact.com.
Product not found?
If you cannot find your desired product, please send us a message via our contact form.
Is custom cutting possible?
You can enter your required length in the article selection in the “Specify dimension” field.
Are miter cuts possible?
Yes, up to 45°! We need a drawing for this. Please request prices for miter cuts in advance. Please note that this will also delay the delivery time.
What are the cutting and dimension tolerances?
Our normal cutting tolerance is +-2 mm. The tightest possible length tolerance is +-1 mm, this may only be possible by prior agreement.
For the following cutting lengths, we have a length tolerance of +-5 mm
500 mm, 1000 mm, 1200 mm, 1500 mm or 2000
Dimensional tolerances such as, for example, wall thickness according to the valid Euro standards
Can I telescope the tubes or slide them into each other?
Due to wall thickness tolerances, which can run both into the plus and into the minus, we recommend taking some “play” into account. A round tube 30 x 2 mm will not necessarily fit into a round tube 40x5 (theoretical 30 mm inside).
Deburring of the products?
The cut edges are untreated and are not deburred.
Do you also offer bending work?
Yes. You can use our sheet metal configurator for this and create your parts online live.
Do you also carry out assembly work?
No. We will be happy to help you if you are looking for a specialist company for the assembly of your railing etc. in the Münsterland area.
Surface condition of aluminium
The surface of natural mill-finish aluminium is raw, so scratches, score marks and storage marks cannot be avoided; this is customary in trade and not a reason for complaint.
Our anodised aluminium is pre-treated according to E6 and anodised according to the standard EV1 process, which creates a silver-coloured natural-tone anodised layer.
In addition, we can also powder-coat the aluminium. This process is characterised by good adhesion, elasticity, weather resistance, lightfastness and chalking resistance. The powder coating is available in all RAL, NCS or special colours. In addition, there is the option to offer special tones according to customer specifications as samples. The coating thickness of the paint is 60 µm with a tolerance of +-10 µm.
Orders
How do I know whether my order has been received?
After you have submitted your order, you will immediately receive an automated order confirmation by e-mail to the e-mail address you provided. As soon as your order has then been processed and shipped, you will receive a shipping confirmation by e-mail. You can also view the order status at any time in your customer account.
Is it possible to change the order?
Yes. Provided that your order has not yet been processed, adjustments are still possible afterwards.
Is it possible to return my order?
"The right of cancellation does not exist, unless the parties have agreed otherwise, for the following contracts:
Contracts for the delivery of goods that are not prefabricated and for whose manufacture an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer, contracts for the delivery of goods that can spoil quickly or whose expiry date would be exceeded quickly,
Contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery,
Contracts for the delivery of goods if, after delivery, these have been inseparably mixed with other goods due to their nature,
Contracts for the delivery of alcoholic beverages whose price was agreed when the contract was concluded but which can be delivered no earlier than 30 days after conclusion of the contract and whose current value depends on market fluctuations over which the entrepreneur has no influence,
Contracts for the delivery of sound or video recordings or computer software in sealed packaging if the seal has been removed after delivery,
Contracts for the delivery of newspapers, periodicals or magazines with the exception of subscription contracts"
Is order acceptance on site possible?
Yes. Please note that we charge an additional fee of EUR 5 for order acceptance on site.
Can I also order by phone?
Unfortunately, order acceptance by phone is not possible. However, our customer service will be happy to help you if you have questions about carrying out an online order.
Where can I find my previous orders?
Your orders are stored in your customer account. Here you will find all details of your order and can view the current status at any time.
Prices
How is the price calculated?
Billing is calculated depending on the product as price per m, per kg, per piece or per litre.
Cutting/production and shipping costs are shown to you in the shopping cart.
Where is the total price displayed?
You can see the total price in the shopping cart.
Minimum order quantity?
At metalxact.com there are no minimum order quantities and also no minimum order value.
Are there volume discounts?
Volume discounts are possible for larger orders. If you need a larger quantity, please contact us.
Payment
How can I pay?
At metalxact.com you can pay by PayPal, VISA, Mastercard, Sofort transfer and, after prior consultation, possibly on account.
Is purchase “on account” possible for public institutions?
Yes. In the shopping cart, after opening the “Checkout” page under “Payment and shipping”, you can select the “Purchase on account” payment method.
No invoice received?
Our invoices are automatically sent to you by e-mail within 2 days. It may happen that the invoices land in your spam folder. If this is not the case, please contact us.
Is a VAT refund possible for own export?
Yes, if the required export certificate reaches us no later than 3 weeks after the invoice date.
Deliveries
Is self-collection of the goods possible?
Yes. In the shopping cart, after opening the “Checkout” page under “Payment and shipping”, you can select the “Self-collection” shipping method. As soon as the goods are ready for collection, you will receive a notification e-mail. Please note that you must collect the goods with a suitable vehicle. Attention! No material cuts or processing are permitted on site!
At what times can the goods be collected?
Self-collectors can collect their goods (after prior shop order and after receiving a collection confirmation), during the opening hours from Mon. - Thu.: 08:00 – 14:00 and Friday from 08:00 - 13:00.
Can I track the shipment online?
Yes. Please note that the parcels are not scanned directly at collection, but only at the depot by the responsible shipping service provider. It can take up to 3 days until the online status of the shipment tracking is updated.
Are deliveries also made to Packstations?
Deliveries to Packstations are unfortunately not possible.
How high are the shipping costs?
The shipping costs depend on the selected product. Depending on dimensions and weight, your order will be shipped by parcel service or by freight forwarder. No shipping costs are incurred for self-collectors. You can find the exact list here.
Is delivery abroad possible?
Delivery is currently only possible within the European Union.
What should be considered for freight forwarding delivery?
Our items that cannot be shipped by parcel service due to their size or weight are delivered by freight forwarder free kerbside. The freight forwarder is not obliged to help with unloading. You must therefore be physically able to unload the goods yourself or with the help of another person.
Please take into account: Freight forwarding deliveries take approximately 5 days longer than parcel shipments because of prior notification and appointment scheduling.
Delivery process
The freight forwarder will contact you by telephone to arrange a delivery appointment with you.
For this purpose, we transmit the telephone number you provided to the freight forwarder.
If you cannot be reached at this number, please contact us immediately.
Please also note that it is necessary for you to be personally present at the delivery address when the goods are delivered by the freight forwarder.
On the one hand, because you must confirm the delivery of the goods in writing. On the other hand, you are responsible for unloading yourself. The freight forwarder is not obliged to help with unloading. You must therefore be physically able to unload the goods yourself or with the help of another person.
Finally, please note that no specific desired delivery time can be agreed. The freight forwarder agrees with you on delivery on a desired day from Monday to Friday (excluding public holidays) in a time window from 8 a.m. to 1 p.m. or 1 p.m. to 6 p.m. Your presence at the delivery address is required during the entire time window. A more precise narrowing down of the delivery time is unfortunately not possible."
What does "Free kerbside" mean?
Delivery is made by truck and "free kerbside", i.e. up to the public kerbside nearest to the delivery address, unless something else is expressly agreed. This also means that it is the decision of the freight forwarding employee whether the goods are still brought to the customer's entrance door. Normally, however, this is not a problem and the freight forwarding employee places the goods where the customer wants them.
Please note that delivery of the goods to the delivery address “free kerbside” cannot be carried out by the freight forwarder in the following cases due to lack of accessibility by truck:
- The delivery address is located on a street or can only be reached via a street that is designated as a traffic-calmed area / “play street”, and/or
- The delivery address is located on a street or can only be reached via a street whose access is prohibited for vehicles with a permissible total weight of 40 tonnes, and/or
- The delivery address is located on a street or can only be reached via a street that is narrower than 3.25 metres or is restricted at a point to be passed during delivery at the time of delivery by obstacles such as parked vehicles or a construction site to less than 3.25 metres of passage width, and/or
- The delivery address is located in a cul-de-sac.
If one of the above special conditions applies to the desired delivery address or you are unsure in this regard, please contact our customer service by telephone or e-mail before ordering to clarify whether or up to which location delivery can then be made.
Delivery was not possible?
If the goods cannot be delivered, additional costs may arise for another delivery, which can be charged to you afterwards. We ask for your understanding.
Transport damage?
Please check the goods for obvious transport damage upon delivery and have this confirmed in writing by the driver.