FAQ

Attention: Our wholesale prices are only visible to authorized customers.

Order

I have a question about an item. Who can answer it for me? We would be happy to answer your questions by phone or email. Please call us at +49 30 362 006-0 Monday to Friday from 8:00 am to 5:00 pm or write to us at shop@mikado-foods.de.

When can I reach the Mikado customer service? You can reach our customer service at +49 30 362 006-0 from Monday to Friday from 8:00 am to 5:00 pm.

What is the minimum order quantity? Our minimum order quantity is 3 pallets. For orders under 3 pallets, we charge a flat minimum order quantity surcharge.

What are the ordering conditions? The prices quoted are for duty-paid goods including the costs for the "Green Dot" recycling program.

Can I view my orders online? If you have registered, you can view the status and all information about your orders in your customer account online.

How can I change an order? For changes to your order, please contact our customer service or your responsible salesperson immediately. Please note that changes can only be considered up to a maximum of 3 working days before the delivery date.

Where can I find my user data? After successful registration, you will receive a confirmation email with all information. If you have forgotten your password, please follow the instructions in the next section. If you do not know your username or password, please contact our customer service.

I forgot my password. What can I do? If you have forgotten your login password, click on "Forgot password" when logging in. You will automatically receive a link to set up a new password.

Where can I see if an item is available? You can conveniently see the availability of a product based on the availability information for each item.

Shipping

What are the shipping costs for my order? The shipping costs are calculated exactly based on the weight of the goods and the distance to your postal code. You can see the shipping cost share for your order in the checkout area before completing your order.

How long does a delivery take? If you have not specified a desired delivery date, we will deliver as soon as possible. You can find the delivery date for your order in our sales confirmation. If you specify a desired delivery date, we will try to meet it. If this is not possible, we will also inform you in our sales confirmation.

Can I also pick up my order? You are welcome to pick up your order directly from our central warehouse in Hamburg. To do this, simply change the shipping method to "Pickup from Hamburg" before completing your order.

Payment

What payment methods do we accept? By "advance payment" or by agreement "invoice purchase".

From what quantity do I receive a discount on an item? You can immediately see our quantity discounts in the price list on the product page.

I have received a voucher code. Where can I redeem it? If you have a voucher code from us, you can redeem it in the checkout area before completing your order by selecting the option "I have a voucher" and entering your code. The discount will be deducted immediately.

I can no longer find my invoice. What should I do? If you can no longer find an invoice, please contact our customer service at +49 30 362 006-0 or by email at shop@mikado-foods.de. We will be happy to send you the invoice again by email or by post.

Returns

My goods have arrived damaged. What should I do? If your goods arrive with damage, please contact our customer service or your responsible salesperson immediately.