tag:helpdesk.anabrid.com,2005:/help/en-us/feedAnabrid Customers Knowledge Base2024-03-18T13:56:30Zkb-answer-28-17107701902022-10-29T21:51:35Z2024-03-18T13:56:30ZMy university/company/institution can only do a purchase on account (payment after completion / payment upon receiving). Is that possible?Anabrid Customers Knowledge Base<div>In exceptional cases, we can deviate from our strict "advance payment" rule. This is for instance with public/governmental/academic clients which have no other way of doing purchases. Please note that we put a 25% surcharge on such a payment procedure, since it requires additional expenditures in terms of accounting, financing and uncertainty of the purchase fulfillment.</div><div><br></div><div>Furthermore, the following prices apply:</div><div><br></div><div>1) Invoice needed as PDF = Free of charge</div><div>2) Invoice needed in printed form as seperate letter = 10€</div><div>3) We are asked to fill out PDF forms (sendable and receivable per mail) = 20€ per form.<br>
</div><div>4) We are asked to register in a customer (or public agency) specific web portal as a distributor or we need to use a particular portal in order to upload our invoice there = 200€</div><div><br></div><div>As a customer and part of a university or public agency, please inform yourself whether such a portal is required in your institution. If we are asked after receipt of order, we will still charge such costs. This surcharge accounts for this extra work which has to be done.</div>kb-answer-8-16972875762022-07-05T20:20:00Z2023-10-14T12:46:16ZHow to return a shipment (international customers)Anabrid Customers Knowledge Base<div>We use DHL for retoure managament. Retours mean that the customer can hand in the package at collaborating local shipment services without paying any fees. For national retoures within Germany see Kostenfreier Rückversand (Retour) National in Deutschland. This article is about international retoures.</div><div><br></div><div>## IMPORTANT ## Dear customer: Please NEVER ship back an article on your own without FIRST having contacted us by mail at versand@anabrid.com. This is very important since uninsured, untracked shipments happen at YOUR risk. Instead, a regular retoure is always an insured and tracked shipment which is carried out at OUR risk. Furthermore, regular retoures mean you do not have to deal with customs declarations and you don't have to pay for the shipment.<br>
</div><div><br></div><div>For retours from European countries, we can easily carry out the retours with our carrier DHL. This procedure relies on local shipment services in the country of the customer. DHL retoures work with the following countries: Austria, Lithuania, Denmark, Cyprus, Estonia, Ireland, Bulgaria, Spain, Sweden, Slovenia, Luxembourg, Italy, (Germany), Portugal, United Kingdom (GB), Slovakia, Latvia, Romania, Switzerland, republic, Czech, Hungary, Poland, Belgium, Malta, France, Croatia, Greece, Netherlands, Finland (list without warranty). <br>
</div><div><br></div><div>DHL retoures have to be initiated by an Anabrid employee on the DHL Geschäftskundenportal at <a href="https://geschaeftskunden.dhl.de/content/dhl-rpi/gw/rpcustomerweb/RetourePortalDetails.action" title="https://geschaeftskunden.dhl.de/content/dhl-rpi/gw/rpcustomerweb/RetourePortalDetails.action" rel="nofollow noreferrer noopener" target="_blank">https://geschaeftskunden.dhl.de/content/dhl-rpi/gw/rpcustomerweb/RetourePortalDetails.action</a><div>It is possible to initiate a DHL international retour by a client. This requires an Anabrid employee to look up a link to a web form *depending on the country of the client* and sending this link (e.g. by mail) to the client. However, this is cumbersome and not that efficient.</div>
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<div>For all other countries, we carry out the retoure with UPS.</div>
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<div>UPS retoures have to be initiated by an Anabrid employee at <a href="https://www.ups.com/ship/single-page?tx=91213148378046421&loc=de_DE&createAReturn=true" title="https://www.ups.com/ship/single-page?tx=91213148378046421&loc=de_DE&createAReturn=true" rel="nofollow noreferrer noopener" target="_blank">https://www.ups.com/ship/single-page?loc=de_DE&createAReturn=true</a>
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<div>It is not possible to initiate an UPS international retoure by a client.</div>
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<div>In order to carry out an UPS return shipment, we need a phone number from the customer (this is required by UPS). The UPS shipment label is then sent by mail directly to the customer.<br>
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</div><div><br></div>kb-answer-34-16929524892023-08-25T08:31:17Z2023-08-25T08:34:49ZOur rules for customsAnabrid Customers Knowledge Base<div>We currently ship all our products in a way that the customers have to pay for customs clearance at import. That means the duties are not included in the product price and it is up to the customer to clear the situation with the local authorities. As a customer, please inform yourself about the taxes and duties which apply at import of goods from Germany (European Union). This is the original country where anabrid GmbH (maker of the brands Analog Paradigm and The Analog Thing) produces and ships from.<br>
</div><div><br></div><div>We sometimes get packages back because customers did not pay the duties. This can have various reasons. For instance, some countries send notification letters by snail mail (which can be mis-routed or the customer is somewhere else, probably on vacation), whereas other send them by e-mail (which can lead in spam or be ignored by other reasons). The return of a package results in fees for us. The same applies in subsequent attempts to ship the package to the customer. Approximately, the calculated shipping costs apply at each attempt for shipping.</div><div><br></div><div>It's part of our good manners that we do a second attempt for delivery for free. Mistakes happen and we want our customers to be happy, this is why we waive further demands in such a case. HOWEVER, if the second delivery also fails, we will NOT do further shipping attempts for free. In this case, several options apply:</div><div><br></div><div>1) The customer is no more interested in the product. We can refund the full costs MINUS the two shipping attempts (=2x shipping costs) and any tax costs we had to pay on top.</div><div><br></div><div>2) The customer is still interested. In this case, please contact us so we can talk about the extra fees.<br>
</div><div><br></div>kb-answer-2-16824251302022-06-19T20:07:00Z2023-04-25T12:18:50ZWhere is my order?Anabrid Customers Knowledge Base<p> </p>
<p>We are as unhappy with this as you are, because
THAT has never been just a product to us but more of a passion. It still is. We
are not a big production company but a bunch of guys who built this as a
passion project. </p>
<p> </p>
<p>We had complete faith in our design but were
relatively new to production issues. We produce in batches which essentially
means we have to rely on others to deliver in time and budget as soon as the
batch order is completed. </p>
<p> </p>
<p>We see you as a valued and respected customer,
therefore, we take our time to painstakingly test ALL products. Keep that in
mind, when you check your delivery status. All electronics companies currently
struggle with supply issues. That has not changed much. To level that problem,
we tried to switch to a European manufacturer but were severely disappointed
with the whole process. Not only did they not deliver, they also kept our components.
</p>
<p> </p>
<p>Nothing in this process is your fault or
concern, but it remains a problem for us to solve. Please be reassured, that
neither your order has been forgotten, nor is your interest of no concern.</p>
<p> </p>
<p>A lot of Analogians are currently working on
solving the problem with supplying viable components, overseeing manufacturing
and testing ALL final THATs. We do not want to deliver faulty products because
we share your passion for a reliable THAT.</p>
<p> </p>
<p>We are very sorry for the delay. We try to keep
the current production status updated in our shop at <a href="https://shop.anabrid.com/pages/the-analog-thing-production-status" rel="nofollow noreferrer noopener" target="_blank">https://shop.anabrid.com/pages/the-analog-thing-production-status</a> . This page has not been updated for a few
weeks but the estimates are more reliable now as we moved away from the faulty manufacturer.
Please look up your order number (a number like APxxxx) in order to read off
the estimated shipping date.</p>
<p> </p>
<p>We also prioritize every incoming question for
"where is my order". That means: We try to put our best to push your
order as soon as possible through our pipeline. The next shipments will happen
end of January and there is a good chance that your order can make it
through.</p>
<p> </p>
<p>Please contact us with your questions and
concerns. And look forward to the newsletter as we will explain the manufacturing
problems in details there.</p>
<p> </p>
<p> </p>kb-answer-33-16786754542023-03-13T02:44:18Z2023-03-13T02:44:18ZWhat is the correct mail address of anabrid?Anabrid Customers Knowledge Base<div>We are sorry for the confusions about mail addresses. We changed providers a few times and we also have a couple of domains. However, all mail addrresses written on our websites should be valid and in working condition. This also applies in particular for the one written in our imprint. Having said that, hello@anabrid.com should do it.</div><div><br></div><div>Please regard that all mails you write to us will land in the same ticketing system so it does not really matter to which one you write.<br>
</div>kb-answer-32-16745005512023-01-23T19:02:30Z2023-01-23T19:02:31ZREADMEAnabrid Customers Knowledge Base<div>This website is a knowledge base maintained by <a href="https://anabrid.com" rel="nofollow noreferrer noopener" target="_blank" title="https://anabrid.com">anabrid</a> and primary supposed to answer questions arising in the context of the <a href="https://shop.anabrid.com" rel="nofollow noreferrer noopener" target="_blank" title="https://shop.anabrid.com">anabrid web shop</a>. That is, the readers are probably customers of anabrid having questions primarily in the context of payment and shipping.</div><div><br></div><div>If you are looking for a knowledge base about other things such as analog computing, please consult the website of <a href="https://anabrid.com" rel="nofollow noreferrer noopener" target="_blank" title="https://anabrid.com">anabrid</a> as a starting point.<br>
</div><br><div><br></div>kb-answer-30-16744914102023-01-08T14:26:39Z2023-01-23T16:30:10ZI never recieved a mail or order number from youAnabrid Customers Knowledge Base<div>Anabrid sends mails related to our webshop from versand@shop.anabrid.com. Make sure these mails are not in your spamfolder.</div><div><br></div><div>Our shop sends mails from purchase@anabrid.shop. Make sure theses mails are not in your spamfolder.<br>
</div><div><br></div><div>When you write us mails, we reply you from different mails such as versand@anabrid.com. Make sure these mails are not in your spamfolder.<br>
</div>kb-answer-31-16744913482023-01-23T16:29:15Z2023-01-23T16:29:15ZCan I visit you?Anabrid Customers Knowledge BaseWe have couple of sites in Germany (main sites in Frankfurt and Ulm). You can visit us there, just write us an e-mail.<br>kb-answer-4-16744912802022-06-23T18:52:00Z2023-01-23T16:28:00ZCan I give you a (phone/video) call?Anabrid Customers Knowledge Base<div>We generally prefer to do conversation by email to helpdesk@anabrid.com . If you concern is very urgent, give us a phone call. You can look up a German landline phone number in our imprint (please see <a href="https://anabrid.com/imprint/" title="https://anabrid.com/imprint/" rel="nofollow noreferrer noopener" target="_blank">https://anabrid.com/imprint/</a>). We frequently do video conferences, just ask us for a date.<br>
</div>kb-answer-14-16744898762022-08-09T09:17:42Z2023-01-23T16:04:36ZAre there any hidden costs? What about customs and taxes?Anabrid Customers Knowledge Base<div>The costs shown in our shop at <a href="https://shop.anabrid.com" rel="nofollow noreferrer noopener" target="_blank">https://shop.anabrid.com</a> depend on your location (country of billing address). If in doubt or not noted otherwise, prices are net with respect to value added tax (VAT). Production and shipping is from Germany.</div><div><br></div><div>The following text explains the situation which is represented in our shop. Any information on the shop, if more specific, holds true. Legally, the terms and conditions (<a href="https://anabrid.com/imprint/agb.html" title="https://anabrid.com/imprint/agb.html" rel="nofollow noreferrer noopener" target="_blank">https://anabrid.com/imprint/agb.html</a>) are relevant and the following text is only explanatory:<br>
</div><div><br></div><div>If you are within the european union (EU), the costs cover VAT as applied in your country (for instance Germany 19%, Finnland 24%, France 20%). That is: In this special case, prices are not net but gross prices. If you are not within the european union (EU), that is, virtually anywhere else in the world, you are displayed a NET price, that is, without any taxes as they apply in your country.</div><div><br></div><div>The shop will never display any customs duties, clearance fees and further comission fees that may be incurred in particular in foreign countries outside the european union (EU). This is always done while the product is in shipping transit by the destination country at import customs clearance. We declare
The Analog Thing as electronical assembly kit, which should get you a
fair rate. We cannot determine the taxes raised when importing goods
into your country, but typically they can be up to 20-30% of the net price.</div><div><br></div><div>Here is a typical exemplaric import parcel invoice our buyers from UK (no more part of EU) are facing:</div><div><br></div><div>1) Customs Duty = 0 GBP</div><div>2) Excise Duty = 0 GBP</div><div>3) Import VAT = 38.87 GBP (about 20% of the selling price)</div><div>4) Clearance Fee (zero rated for VAT) = 12 GBP (= charged by parcelforce, the national shipping provided)</div><div>5) Total = 51 GBP, roughly the amount you would pay in VAT if you bought in Germany.</div><div><br></div><div>This kind of invoice is sent to our customers while the package is in transit. There is nothing we can do to avoid this at the moment. In future, we may be able to switch to a selling method where the taxes and duties are covered by us so shipping times reduce, but we cannot do so today.</div><div><br></div><div>Note that the example above is purely illustrative and has no meaning in any other context.<br>
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