FAQ (Frequently Asked Questions)

Unfortunately, there is no store, at least for the moment. Online retail is so complex and requires specialization to such a dregree that we decided focus 100% on serving our customers online. Maybe you have noticed our online shop to be in one way or another better than the competition? Maybe it's easier to navigate, has better images or better product descriptions? If so, that is a direct result on our commitment to online retail. We certainly hope that it is, because we are working hard to make your shopping experience a little bit better, every day.

We are available Monday to Friday from 9:00 to 18:00 CET/CEST. Please note that those are not opening hours! Please see also "Is there a physical store?"

We want to support our customers in the best way possible, but we also need to make sure simple requests do not overload our capacity. Therfore, if you have any issue, please contact us via support@bogensportshop.eu. We are very responsive, even outside of regular business hours. It is just that we can help more people at the same time by email than by phone.

We are well aware that a hotline can be an important part of the customer service. Once we have built up the capacity for it, there will probably be one in the future, but there is currently no concrete date scheduled for this.

The simple response is this one: If you can place an item into the cart, then the item or variation is available.

The more complicated one goes like this: We provide detailed information about stock levels and availabilities in our shop. All this is explained in detail here. If you have an item with variations, please choose the properties from the dropdown menus. After you have selected an option in all available dropdown menus, the information and the respective icon will be displayed.

Currently, we have a product range of over 2500 items from more than 150 brands. Even though, some customers are looking for products that we do not list in our shop.

There is usually a reason why we have not listed the product. The quality may not have convinced us. Or the availability is so poor that it makes no sense to offer the product at all. We also can't offer all products from all brands, that's not realistic. Our customers expect us to be able to advise them on the products. They expect us to be able to tell them which components are compatible with which other components. And we may need to be able to repair the product. For a small team like ours, this is only possible if we draw a line somewhere.

You are welcome to send us a request if you are missing a product and we will see what we can do. However, we cannot promise anything and we therefore just won't.

Please make sure to also check the next question "Why don't you have Brand XYZ?"

Even though we have a fairly large product range from hundreds of brands, we do not have just every brand. For various reasons we do not or stopped working with some well-known brands. Please refrain from inquiries about these products unless you have purchased products of these brands from us in the past and you require support

• HOYT
• FLEX (only until 2020)
• GAS PRO (only until 2022)
• Carter (only until 2023)
• Zara / Zara Antonio

We do not offer a "best price guarantee" or anything similar. So we will not try to compete on a price of a competitor. Here are the reasons:

We decided for a specific way to do business. We use cutting edge technology to provide a unique online shopping experience, we are extremely fast and we know archery. We are also very fast and reliable when it comes to returns and handling of warranty cases. All that is costly, but worth it to satisfy the high expectations of our customers.

The price in our shop reflects all those processes in the background and much more: How big or how heavy is a product, how often do we sell it, how often do we have returns? If we are cheaper than a competitor, the product fits our business better. If we are more expensive, it seems not to fit as well. In any case, the price is not changed just because someone asks us to. If you find it cheaper somewhere else, it's no issue for us if you buy it somewhere else. Hopefully we can convince you with our service and way of doing business for a future purchase!

We do not accept orders via email or phone. Doing so is prone to errors and increases support expenses a lot. So, we ask you to please only use our website to place your order. If we provide support via email, we will still ask you to order via our website, with some exceptions when items can't be ordered via our shop or some other special agreements have been made.

After you placed your order, we immediately start picking and packing the order. This even applies for prepayment orders, we do not wait for the payment but start right away processing it. We are very focused on speed, that is why we waste no time here.

However, this also means that once the order has been placed, in most cases it can no longer be changed. Please make sure that you have all items you need in the cart before placing the order. If you still need something, simply place a new order.

We ship almost all orders with DHL or German Post. Heavy or long items (> 120 cm) are shipped with alternative Services. We are working with more than one shipping company for these special items.

Find out more here: Shipping & payment conditions.

Only customers in Germany: In most cases, your order can be shipped to a Packstation. Please be advised that the maximum dimensions are 75 x 60 x 40 cm. Heavy or long items (> 120 cm, e.g. one piece bows 50" and above, target butts and blow guns 4 feet and above) will often not be shipped with DHL and therefore a Packstation delivery is impossible.

If you are unsure if your order can be shipped to a Packstation, make sure to contact us before placing the order. Or provide an alternative shipping address as a comment in the checkout process.

Yes, you can submit different addresses for the invoice and delivery. The invoice address is only used to print the PDF invoice, you will not receive any physical mail to that address.

If separate addresses are important to you (e.g. for company purchases or for clubs) please make sure to provide them on the "Shipping" and "Payment" page in the checkout.

We create labels for the parcel delivery services from the delivery address automatically. Therefore, additional data in the invoice address or in the "Notes" field are not suitable to provide your delivery address. If you create a customer account, you can store multiple addresses in your account and chose from them in the checkout.

DHL picks up packages from us daily. Orders with items in stock that are placed before 12:00 will be usually sent out on the same day. This is no guarantuee, if the order volume is high, it might be delayed to the next day.

Pickups are unfortunately not possible. We have a tight schedule with deliveries and pick-ups every day, which does not allow us to take care for customers on site. The only exception are big, bulky items such as target butts. In those cases, we will schedule the pickup with the customers individually.

We specificaly ask our customers to not visit our warehouse unannounced, as it won't be possible for us to serve you if you do.

Yes, you will get an email with a tracking number and a URL to the parcel delivery service as soon as the order is picked and ready for dispatch. For orders with multiple packages, you will probably get more than one email. If you did not get an email, your order was either not yet shipped, or it is lost in your SPAM folder.

Ýou can always check the status of your order and get the tracking information in your customer account (not available for guest orders).

We do only ship orders with a service that includes insurance as well as the possibility to track the package. There are cheaper options without tracking or insurance, but we consider that a loose-loose for both the customer and us and we won't use these services without exception. Untracked services usually take way longer and we have no way to locate the package should it get delayed.

We currently ship to 11 different EU countries. Due to red tape and high costs (e.g. for registration and licensing of shipped packages) we have deliberately decided not to ship to all EU countries. You can find a complete list on the page Shipping & payment conditions.

You may think that it is quite easy to ship to all EU countries, unfortunately this is not the case. In addition to registering with various governmental and semi-governmental agencies in other countries of the EU and the fees that come with it, we have to know and comply with the laws and regulations of each and every country. Did you know that you can't sell blowguns in Ireland? And did you know you can't sell broadheads in the Netherlands? We try to abide by these rules, but it's hard enough with the current selection of shipping countries. We have no plans at the moment to expand the service to more countries and it is relatively unlikely that we will do so in the future.

Currently payment with credit card is not possible.

A delivery against invoice is not possible and there aren't any exceptions.

We do not offer cash on delivery as a payment method. Please do not expect that this will ever change.

An online transfer within the EU must be credited to the recipient's account after 24 hours on banking days. This is regulated by law. Many banks now also offer so-called SEPA Instant Payments. This means that the payment is immediately credited to our account.

Incoming payments are automatically matched to the order. After that, your order is set to the status "payment received" and you will be notified by email. So you always know when we have received the payment. If you have not received a notification two banking days (Mon-Fri) after payment, something seems to be wrong. If you make a real-time transfer, you will also still receive a confirmation of receipt of payment. During normal business hours, this will occur approximately one to two hours after payment.

If you are not sure whether the notification email has ended up in your SPAM folder, you can also check the current status of your oder at any time in the customer account.

You will receive all necessary information in the automatic email right after placing the order.

Be it because of a return or a canceled order, if you have a credit balance, we will pay out the amount and we will not offset it against a new order. That means, that returns and canceled orders are handled completely separate to new orders. So in case you return an item, you will receive a refund to the account with which you made the payment originally. You can place another order independently from this.

Find out more about the process of returns in the section "Returns & Warranty"

Our offer is directed to end consumers. Therefore, we do not offer the possibility of tax-free purchases for businesses. Please contact your own authorities about the possibilities for reclaiming VAT.

A comprehensive check of every pair of limbs and every bow is impossible for us, given the number of orders that are shipped out every week. Also, a lot of products are of course sealed in their original packaging, making it impossible for us to inspect the product.

Detailed checks such as center position of a handle and limb set, tiller, draw weight etc. might be available as additional services in the future.

Setting a nocking point is nothing we can do as a mail order retailer and needs to be done by the archer. We might offer some tuning services in the future.

We offer a limited selection of fletched arrows, but we do not offer custom built ones.

We do, however, cut arrow shafts and fletched arrows to length, free of charge. For these products, you will find a field below the dopdown menus on the product page where you can supply the length before placing the item into the cart.

If you want to return a product because e.g. you don't like it, if it doesn't fit or similar, you are acting on your consumers right of withdrawal. If you received an item that is broken, that doesn't work as expected or that is substantially different to the description, it is handled as a warranty case. This section only takes the first case into account. Please refer to the following questions to find out more about how we handle warranty cases.

If you would like to withdraw from the purchase, please fill out the online form and submit it. You can also download the form as a PDF, fill it out and send it to us. Both form can be found here: Right of Withdrawal / Model Withdrawal Form.

After sending us the filled out form, you have successfully exercised your right of withdrawal and you can send back the item.

If you filled out the PDF form, you can send that in via email.

Yes, you will have to bear the direct cost of returning the goods. You are free to choose a shipping company and service. We strongly recommend a shipping service that includes insurance and tracking so that you are able to prove the return shipment if the package gets lost. If we don't receive the items, the return and therefore the withdrawal will not be processed.

We usually process returns within 7 days after receiving the package. You will be notified via status updates from the shop about the process.

If the ordered product doesn't work as expected or is clearly damaged, it is usually handled as a warranty case. Please get in contact with us as soon as possible so that we can try to find a solution with you. This usually works out like this:
 

1. First we will try to find a solution from the distance. Best case scenario, it can be solved without the item being send in.
2. If this fails, we need the item for inspection. We will send you a return label that you can print out at home.
3. As soon as we receive the item, we will check if it is possible to repair it. If that is not possible, we will replace the item with a new one.
4. If the repaired or new item is shipped to you, you will receive a new "shipped" notification, similar to the first one you got when ordering. You will get a tracking number, too.
5. If neither repairing nor replacing the item is possible (e.g. if it is no longer available), we may have to refund your order to solve the issue.

 

No. If you exercise your right of withdrawal, you will get a full refund via the same payment method the original order was paid by.

If you could not find your problem or question here, please get in contact with us

You can use the contact form or you can send us a message via support@bogensportshop.eu.