Frequently Asked Questions
You will find the answers to frequently asked questions regarding the order process under the corresponding links and in the FAQ section.
Order
Which products can I buy?
We start our online shop with selected spare parts for our E-bearings our ELCO- and Gear couplings. This selection will be successively extended. If you cannot find a spare part for plain bearings, please use our guided request. We will contact you as soon as possible.
Why can't I find spare parts for gearboxes or other couplings?
If you are interested in spare parts or new products from the RENK portfolio, please find an overview of the responsible contact persons on our homepage in the Products & Service section.
Why are no prices displayed?
Specific product information such as prices are reserved for our registered customers. Once you have registered and logged in, the corresponding prices will be displayed.
Who can order products in the store?
Our online store is a pure B2B store. What means that only business customers can use it. That ensures, that we can offer the best possible service tailored to our customers’ requirements. Optional price scales, terms of payment and different consignees are stored customer-specific. In addition, you can assign different roles and rights for your company to adapt the ordering process to your guidelines.
Will I receive an order confirmation?
Yes, after your order has been checked, you will receive an order confirmation both by e-mail and in your personal area of our online store.
Where can I see the current order status?
You will find an overview of your orders in your personal area under "My orders". We will also inform you by e-mail about your current order status.
Is it possible to cancel my order?
If you want to cancel your order, please contact us via our contact form. We will then check in each individual case whether a cancellation is possible. It is not possible to cancel individual items of an order.
Is there a minimum order value?
The minimum order value is 60 EUR.
Can I create several watch lists (requisition lists)?
Yes, you can use and manage up to 10 watch lists.
Delivery
To which countries can be delivered?
We currently deliver to the member states of the European Union as well as to Great Britain, Norway and Switzerland.
Can I change the delivery address or the recipient of the goods?
Yes, you can change the recipient when placing the order. Already known consignees are stored in your customer account and can be selected in the shopping cart.
What are the shipping costs?
The shipping costs include freight and packaging costs and are automatically calculated based on weight and the delivery location. Separate packaging costs may apply for selected products. If you decide on partial deliveries, these may differ from the shipping costs for complete deliveries due to the packaging costs.
How is the delivery time (for complete deliveries) calculated?
The delivery time for complete deliveries is calculated from the shopping cart item with the longest readiness for shipment.
Can I receive my goods in partial deliveries?
Yes, you can decide in the shopping cart whether you would like to have a complete or partial delivery.
Can I track my delivery?
Yes, we provide you with a tracking number via e-mail and in your customer account.
Can I pick up my delivery (ex works)?
No, a pickup is not possible. We will deliver the goods directly to the specified goods recipient address.
Can I return my goods?
A return is only possible under certain conditions. Please contact us via our contact form or alternatively by phone at +49 511 8601 1000 and describe the reason for return.
Payment
What payment methods can I use?
We offer advance payment to all customers. Our existing customers also have the possibility to access the payment terms agreed with them.
Can I change my billing address?
A change of the billing address is only possible under certain conditions. Please contact us via our contact form or alternatively by phone at +49 511 8601 1000.
Search
Can I search for an existing RENK order number?
Yes, you can search for any order number and you will be directed to the request form. The guided inquiry will enable us to process your request faster.
Can I search for a RENK material number?
Yes, this enables a unique product assignment and is therefore the preferred search option.
Why can't I find my product?
We start our online shop with selected spare parts for our E-bearings and our ELCO-couplings. This selection will be successively extended. If you still cannot find your spare part for plain bearings, please use our guided request. We will contact you as soon as possible.
Customer account
How can I register?
In order to use all functions of our B2B online store, you must register as a company. Please fill out the fields below. We will then check your registration request as soon as possible. Even already known RENK customers have to register once in the online store.
How can I change my password?
You can change your password in your personal profile settings. Just click on the user icon in the upper right corner. You can manage your contact information in the "My Account" section.
Is it possible to create different users in one account?
Yes, you can create different users in your account management and assign corresponding rights to them.
Questions about the store or your order?
If you could not find the answer to your questions through our FAQs, please do not hesitate to contact us by e-mail at [email protected] or by phone at +49 511 8601 1000.