Order Processing/Defects/Returns

Q: Can I buy in quantities that are different than those listed as "packing" quantities in the catalog?

A: By ordering in standard package quantities you ensure prompt shipment of your order.
Some articles can be shipped in quantities other than standard package quantities, however this may delay your order. Contact your customer service representative for more details. back to index

Q: Why are there minimum order amounts, restocking fees and other service charges?

A: Minimum orders are a function of the cost of goods. Fees are established to cover operating costs incurred on behalf of our customers back to index

Q: How long will it take to process my order?

A: An order that is in our system for an established customer will typically be shipped within 24-48 hours. back to index

Q: What are the maximum weights, lengths for UPS shipping? How will you ship my moulding?

A: UPS will carry a maximum of 150 lbs., and a maximum length of 2.5m (8' 2 7/16"). Otherwise, items will be shipped by common carrier. back to index

Q: I just purchased a (you name it) and it's missing mounting instructions. Now what?

A: As often as we can we put the necessary dimensions and instructions in "The Complete Häfele" (TCH) along with the product description. We also have some of the most requested instructions available here.

In some cases we have mounting instructions which may or may not be in the package or online. One item that comes to mind is the common European-style drawer slide. Many years ago, when this was a new item in North America, everyone needed mounting instructions, so they were frequently requested and provided. Now that most shops are familiar with them we don't supply instructions with each slide pair, but have added all of the measurements you will need to install them in the TCH. If after checking the TCH you need further instruction, please contact us, as we may also have printed instructions available.

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Q: What do I do if my order arrives damaged/parts missing/wrong items/extra parts?

A: Your Häfele representative can be one of the best business partners you have. They are available to you via phone, fax and e-mail and are there to help you at every step of the process.

We believe that our products aren't really sold until they are giving good service, so if you have any concerns about your order, please let us know.

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