Frequently asked questions
Please check this FAQ first before contacting us.
Ordering
1. How can I pay?
When ordering, you select your type of credit card (we accept Visa, Mastercard, American Express, Cartes Bancaires and Diners) and we debit the sum from your credit card account at the time of shipping.
Please note that, unfortunately, we cannot accept Maestro, Switch or Laser cards.
When paying by credit card, please always use our Secure Server which transfers encoded data.
Please check with your Card Company or bank if in doubt.
If your order is large and it is your first order by credit card, we may request proof of the card’s details - for your safety as well as ours!
2. Why am I required to pay taxes when ordering?
We offer a U.S.-specific website for easier navigation, localized pricing, and voltage-specific warnings. However, we are a German-based company, and all orders are shipped from Germany. As such, import duties and taxes may apply according to your country’s regulations.
What happens if I don't pay the taxes? Am I responsible for return shipping costs?
Yes. If the required taxes are not paid, the courier will return the parcel to us. In these cases, the recipient is responsible for any return shipping costs incurred.
How can I pay the taxes?
Taxes are usually payable through your courier’s website. In some cases, your local courier may collect the taxes upon delivery, or issue an invoice after delivery. For the exact procedure, we recommend checking directly with your local courier.
Can you provide an import duty estimate to me?
Due to the recent changes in customs and importation rates, it is not possible for us to calculate the exact amount you will be required to pay. Exact details can be found in recent executive orders posted on the whitehouse.gov website or by contacting local customs authorities.
Are taxes calculated on the total value including shipping, or just the item cost?
Taxes are calculated based on the value of the items only. Shipping fees are not included in the taxable amount.
Do taxes apply to free add-ons included in my order?
Yes. Free add-ons are included in the commercial documents that accompany your shipment. These documents must list the add-ons' value, origin, and customs classification, which makes them subject to taxation.
Do taxes vary depending on the courier used?
The tax amount itself remains consistent. However, handling or brokerage fees may differ between couriers. Please contact your selected courier for more details.
Can I avoid taxes by using a different payment method or card?
No, the payment method used has no effect on the taxes applied to your order. Taxes are based solely on the shipment’s declared value and destination country regulations.
3. Paying with your credit card with the 3D Secure payment system
We want you to feel totally at ease when doing business with us over the internet, therefore Thomann now operates a '3D secure' payment system.
Same card, added safety online.
Verified by Visa / Mastercard SecureCode / Amex SafeKey / Diners ProtectBuy, these services let you shop online with added confidence.
Through a simple checkout process, the 3D secure system confirms your identity when you make purchases at participating online stores. It’s convenient, and it works with your existing Visa, Mastercard, American Express or Diners Club card.
Plus, the system is a cinch to use! You register your card just once. Then, when you make purchases at participating online stores, a window from your card issuer will appear where you have to indicate your password (in the majority of the cases the card issuer will send you a password/security code to your mobile as a text message). Simply enter this password/code and click submit. Your identity will be verified and the purchase is secure.
To activate the 3D secure system for your credit card or learn more, please contact your card issuer.
More information can be found as well below:
https://www.visaeurope.com/making-payments/verified-by-visa/
https://www.mastercard.us/en-us/consumers/payment-technologies/securecode.html
https://network.americanexpress.com/en/globalnetwork/safekey/
https://www.discovernetwork.com/en-us/business-resources/fraud-security/products-tools/protect-buy
4. I just placed an order, has my credit card been charged already?
When you place an order using credit card as payment, the order amount is automatically reserved on that card.
Note however that a 'reservation' is NOT a 'charge'.
Once your order is shipped, this 'reservation' is converted into the actual charge.
In the event that your order cannot be shipped, like when an item is out of stock, the reservation will remain for 30 days before automatically expiring.
The reservation remains until either order shipment or for the maximum 30 days.
5. How long it takes until I receive my items?
Orders may take up to 60 days to arrive. We partner with different companies and importers to bring you the best products, which can affect delivery times. We appreciate your patience and will keep you updated whenever possible.
6. Why are your products so affordable?
We purchase items in very large quantities—often thousands at a time—which allows us to receive significant bulk discounts directly from the factory. These savings are passed on to our customers.
