Sales FAQ

Customer account:

Why do I have to create a customer account?

You must create your own customer account before placing an order. If you click on „My Account“, you´ll find a widespread overview of your customer account including order history, control settings for your addresses and newsletter and all details regarding shipping and payment.

I forgot my password, how to get a new one?

If you can´t log in please click on „forgotten password“, and enter the e-mail address you used to create your account, and you will receive an e-mail to reset your password.

How to change my e-mail address?

Please log into your customer account. Click on „My Account“ / „Edit your account information“ and you can enter your new e-mail address there.

Orders:

Pre-orders

It is possible to pre-order products that are not in stock. Pre-orders will be dispatched as soon as our warehouse receives new units. You will receive an e-mail with the order confirmation shortly before your order is handed over to the carrier. If you chose PayPal or credit card as the payment method, the amount will be deducted from your account immediately. It is also possible to select bank transfer and submit the payment just before the delivery date. Please note: in case of an earlier goods receipt by our warehouse, there will be no additional payment reminder; we just dispatch paid orders.

Can I place an order via phone?

It is not possible to place an order via phone, e-mail, mail, or fax. You can only place an order via our website www.fanatec.com.

Discounts/Coupons

While we occasionally run special offers, general discounts/coupons are not available. We offer some bundles that include a discount. You can find them on our website www.fanatec.com under the category „Bundle“.

Subscribe now to our newsletter in your customer account to receive exclusive offers and the latest news on our products and services.

How long does it take to process my order?

If we receive the payment of your order before 8:00 am (CET/MEZ) your item will be dispatched the same day if it is in stock. Please note that our service partners do not deliver on weekends and holidays.

Is it possible to modify a Bundle?

It is not possible to modify Bundles. The discount is only valid for the purchase of this specific combination of units.

Delivery free of tax

No taxes will be charged for shipping outside the EU. In case the delivery address is located outside the EU, the taxes will be deducted automatically. Please be aware that any taxes and customs duties incurred on the importation of goods must be paid by the recipient.

For orders from Turkey or Canary Islands we require the Fiscal Code (NIF). You can enter the NIF in your customer account under the category „Modify your address book entries“.

VAT-free delivery within the EU

Companies from EU member states can place an order without VAT when entering the VAT number.

Please log into your customer account and click on „My Account“ / „Modify your address book entries“. If your billing and shipping address are the same please click on „Edit“ and confirm the question „Would you like to enter your valid VAT number?“. Enter your valid VAT number and click on „Continue“. In case you have an alternative shipping address please also enter the VAT number there.

Payment:

Which payment methods are available?

If you select PayPal Plus, you have the possibility to choose between PayPal, debit note, or credit card.

PayPal: If you select PayPal, you will be directed to the PayPal website automatically. You will need a PayPal account to complete this transaction. You can pay easily, only the e-mail address and password are needed. Your PayPal account will be charged with the appropriate amount and you will receive the order confirmation via e-mail.

Debit note: If you select debit note, you will be directed to the PayPal website automatically, but you do not need a PayPal account to complete this transaction. Your name and address will be transferred automatically. Simply enter your IBAN or bank account number and bank code. If you click on „Pay now“, the amount will be deducted from your account and you will receive an order confirmation via e-mail.

Credit card: If you select credit card, you will also be directed to the PayPal website automatically, but you do not need a PayPal account to complete this transaction. Your name and address will be transferred automatically. Simply enter your credit card number, expiration date, and security number. If you click on „Pay now“, the amount will be deducted from your credit card and you will receive an order confirmation via e-mail.

Bank transfer: If you select bank transfer as payment method, the order will be dispatched as soon as we have received the payment. Please be aware that the transaction can take up to five business days. After completing your order you will receive an e-mail with all necessary information for the bank transfer. The required products will be reserved for you until we have received your payment.

Credit card: We accept the current credit cards Visa/MasterCard, which will be checked and processed by our partner secupay AG. The amount will be deducted from your credit card immediately and you will receive an e-mail with the order confirmation.

Amazon pay: With Amazon Pay, you can pay on external websites without having to create a new account. Instead you can use the credentials of your regular Amazon account. Your payment information is not shared with the merchant, and most of your purchases are protected by the Amazon A-to-Z warranty. You can use Amazon Pay for free. There are no fees for the usage. However, depending on which credit card you use, your provider may charge a fee for purchases abroad. You can read this in the terms and conditions of your credit card. Unfortunately, it is currently not possible to use Amazon.de/Amazon.com or gift card deposits when paying with Amazon Pay.

Shipping and delivery:

For more information please use the following link: https://www.fanatec.com/eu-en/shipping-and-delivery.html

Cancellation, revocation, exchange, order modification:

How can I cancel my order?

Please log into your customer account, go to „View your order history“, click on the appropriate order and click on „Cancellation“. As soon as the status of the order says „processing“, the order can no longer be cancelled.

How can I revoke my order?

You can return the delivered items within 14 days according to the return policy no questions asked. For further details please read our terms and conditions.

Log into your customer account, go to „View your order history“ , click on the appropriate order and click on „Revocation“, or use our cancellation form: https://www.fanatec.com/eu-en/right-of-revocation-for-german-customers.html. Please be aware that due to our terms and conditions, you are responsible for the cost of shipping.

Can I exchange the ordered items?

An exchange is not possible.

Can I modify an order?

Please note that order modfications are not possible due to technical reasons.
If you order is not yet processed, you have the possibility to cancel the order and place a new order.

How long does it take to process my return?

Usually it can take up to five working days (weekends and holidays not included) for your return to be processed by our warehouse.

Invoice:

How do I get my invoice?

After the shipment of goods you will receive an invoice automatically via e-mail. The invoice can also be requested at any time via e-mail (for example as a warranty certificate).

Contact:

How to contact the Fanatec sales team?

You can reach us via telephone (0049 871 9221 122) from 8 am to 4:30 pm (CET) or via e-mail [email protected] . Our sales team is not available on weekends and holidays.