Shipping & Delivery
Carriers, packaging and lead times
This English version is provided for your convenience. The legally binding version is the German Versand & Lieferung page.
1. Sending the device to FixXpert
You can hand in your device in person at our store at Rautenstraße 26, 30171 Hannover, Germany — or send it to us by mail. For mail-in orders we provide a shipping label or a QR code after order confirmation. You can choose between DHL, Hermes and DPD.
Inbound shipping costs are covered by our mail-in service. Special services such as express, oversized or international shipping are excluded; in such cases we will inform you of the additional cost in advance.
2. Packaging and safety
Safe packaging is the sender’s responsibility. Please note:
- use a sturdy box of appropriate size;
- cushion the device on all sides (bubble wrap, foam);
- secure loose parts separately;
- remove SIM and memory card before shipping;
- follow the carrier’s rules when shipping batteries (UN3481 / UN3480 — do not ship severely damaged batteries by standard parcel).
Damage that can be shown to result from insufficient packaging during transport is at the sender’s expense.
3. Processing and repair time
As soon as your parcel arrives we inspect the device and confirm receipt by email. Most standard repairs are completed within 1–3 working days after arrival, provided spare parts are in stock. If parts are missing or additional damage is found, processing time may extend; we will inform you immediately with an updated estimate.
4. Return shipment to you
After completion we ship the device insured back to the delivery address you provided. Return shipping is via DHL, Hermes or DPD depending on availability and desired delivery speed. You will receive a shipping confirmation with tracking number by email.
Return shipping costs within Germany are included in our service. Special rates (express, islands, international) are itemised separately and only charged after your approval.
5. Carrier responsibility
As soon as we hand the repaired device to the carrier, the risk of accidental loss does not transfer to the consumer under § 447 BGB; we bear the risk until the device reaches the consumer. In the event of loss or transport damage, please contact us first — we will handle the claim with our shipping partner. Please also flag any visible packaging damage on arrival.
6. Delays and force majeure
We strive to meet all promised timelines. Delays caused by the carrier, strikes, natural events, technical failures or other circumstances beyond our control are not attributable to us. We will keep you informed actively in such cases.
7. International shipping
International shipping is possible on request. Customs fees, import VAT or other charges of the destination country are borne by the recipient. We recommend international customers check local regulations before shipping.