Table of Contents
General
I cannot login to MyAccount?
If you have previously registered successfully with the G+D IoT Shop, you can easily reset your password by using the Forgot password link available on the login page.
We prioritize the security of our users' accounts, and for this reason, all passwords are encrypted and stored securely. As a result, we are unable to retrieve or communicate your password in any way. However, the password reset process is designed to be secure and user-friendly, ensuring that you can regain access to your account with ease.
Can I place an order by telephone or fax?
Currently, the G+D IoT Shop does not accept orders via phone or fax. If you would like to discuss a G+D IoT product or service with a member of our sales team, please send us an email to iotshop@gi-de.com. One of our dedicated sales representatives will reach out to you to address your inquiries and provide personalized assistance.
Order
Can I ship my order internationally?
Currently, we accept orders from, and ship to addresses in Germany, Spain, and the United States only. If either your invoicing address or your delivery address is not in one of these countries, please leave your contact details in our waitlist, and we'll notify you as soon as our services become available in your country. We are continuously enhancing our services, and our goal is to expand our coverage to additional countries over time.
What is my estimated delivery time
We will ship your order using DHL Express. Once dispatched, most orders will be delivered within 1 to 5 business days. For orders to Germany and Spain it will be 1-2 business days on average and for orders to the US we estimate 4-5 business days.
How much does shipping cost?
The shipping costs are based on the weight of the product(s) you are ordering and the destination of your order. For very lightweight orders, shipping costs begin at 30 EUR for shipments within Europe and 35 USD for orders shipping to a US address.
Why is my order not paid?
The reason for this status depends on your chosen payment method. If you selected bank transfer, please note that you have a 28-day window to complete the payment.
Alternatively, if you selected credit card payment, the issue might be that either the final step of the payment process was inadvertently missed or there was a challenge in capturing the outstanding amount.
Can I cancel my order?
Once an order has been placed, it cannot be cancelled. Our processes are designed to ensure prompt and efficient order processing, which limits the option to cancel orders after they have been placed. We understand the importance of delivering a seamless shopping experience and encourage you to review your order carefully before confirming it.
How can I place a complaint?
If you have a complaint about a purchased product, please initiate the process by opening a ServiceNow ticket. This will allow us to address the specific issue and provide a tailored solution promptly.
For complaints related to the IoT Shop and overall process, we encourage you to reach out to us via email at iotshop(at)gi-de.com. Kindly include your order number and contact details in your email. Our dedicated team will promptly review your concerns and take the necessary steps to address the issue. Your feedback is invaluable to us.
What is your refund policy and how do I request a refund?
All orders made through our online store are final sale. If you have a valid return request due to a defective product, please contact us via email at iotshop(at)gi-de.com and include your order number and contact details. Our dedicated team will evaluate your inquiry and extend the necessary support.
What do I do if I want to place a large order?
For large orders, please write to us at iotshop@gi-de.com.
Payment
Which payment methods can I use?
At the G+D IoT Shop, we provide our customers with two convenient payment options. You can choose to pay securely using major credit cards, including VISA, MasterCard, AMEX, and UnionPay. Alternatively, we also accept payments through bank transfers. This way, you can select the method that best suits you.
Customer Service
How can I contact customer service?
If you're an existing customer, please log into your ServiceNow account and initiate a ticket to reach our customer service team. You received the necessary information to access this platform after your first purchase from the IoT Shop. This process ensures that your inquiry is addressed promptly by our dedicated support staff.
If you're not yet a customer, we welcome you to reach out to us via email at iotshop@gi-de.com. Our team is ready to assist you.
What is ServiceNow?
ServiceNow is a comprehensive ePortal that provides dedicated support for resolving issues and answering your questions.
Why can I not access the ePortal?
Only valid ePortal users can open tickets. If there is an additional user needed, the existing user can do so by submitting a service request in the ePortal.
How can I accelerate my support request?
Please provide as much relevant information as possible, including IMEI and ICCID, to ensure the immediate start of support activities.
Platform
What does the status of my address mean?
We have three distinct address statuses:
- Approved: Your address has been successfully verified and approved. Everything is in order
- Pending: We are in the process of verifying your address. Depending on the order volume, this verification may take a few days
- Denied: Unfortunately, your address didn't pass our verification process. If you have any questions or concerns regarding this status, please don't hesitate to get in touch with us.
Why is MyCompany not visible?
This depends on the role chosen by your admin during the account setup process. If your account has been assigned admin rights, you should have access to MyCompany. If MyCompany is not visible, we recommend getting in touch with the admin account associated with your company to clarify this matter.