FREQUENTLY ASKED QUESTIONS
IN THE FOLLOWING YOU WILL FIND FREQUENTLY ASKED QUESTIONS WITH THE CORRESPONDING ANSWERS
WHAT IS THE SURFACE PORTAL?
The Surface Portal is a digital platform that you can use to learn about our product offerings. It also provides access to various sections and tools that visitors can use to find their perfect product. The Surface Portal serves relevant information from Surface Solutions. To have full access to all features, registration is necessary. You can find out, which countries registration is possible for on the registration page.
HOW CAN I CREATE AN ACCOUNT?
To create an account, please register here. Afterwards, you will receive a confirmation via email to complete the process.
CAN I RECEIVE SAMPLES?
Yes, you can receive samples once the registration process is complete. You can then order samples on the respective product detail page.
WHERE CAN I OBTAIN THE CERTIFICATE OF ANALYSIS (COA) AND SAFETY DATA SHEET (SDS) FOR THE PRODUCTS?
You can find the documents under the "Documentation" category on the respective product detail page and download them there. A guide that explains the document download can be found here.
HOW CAN I ORDER PRODUCTS?
Depending on your customer role, as a logged-in user you can start the ordering process if you are already a purchasing customer. Otherwise, you have the option to submit a request for a quotation. You can place an order on the respective product detail page. If you know the material number (SKU), you can also alternatively use our "Quick Order" function via mass upload or manual input.
FOR WHICH COUNTRIES IS THE PORTAL AVAILABLE FOR ORDERS?
Currently, it is possible to place orders in our portal in the following countries:
- Austria
- Belgium
- Canada
- China
- France
- Germany
- India
- Italy
- Ireland
- Japan
- Luxembourg
- Netherlands
- Portugal
- South Korea
- Spain
- Taiwan
- United Kingdom
- United States
For all other countries not listed, please contact our customer service.
WHAT PAYMENT METHODS DO YOU ACCEPT?
In our portal, we accept payments by invoice and credit card.
WHAT ARE THE SHIPPING COSTS?
Shipping costs vary individually and depend on factors such as delivery method, weight, location, and customer. Please note that the exact shipping costs will be displayed during the ordering process.
IS THERE A MINIMUM ORDER VALUE?
There is no set minimum order value. You can select and order your desired products. Small order charges may apply if a certain order value is not met. During the ordering process, you will receive all relevant information about the costs and the purchase. For further information, please contact your local customer service.
HOW LONG DOES SHIPPING OF THE ORDERED PRODUCTS TAKE?
The shipping duration depends on the availability of the respective product and the shipping method. We will inform you of the exact delivery date after placing the order via order confirmation. You can also view the estimated delivery date in your account under "Orders."
WHAT ARE THE RETURN POLICIES AND HOW CAN I ARRANGE A RETURN?
Please refer to the return provisions in our terms and conditions. To arrange a return, please contact our customer service.
CAN I CANCEL OR MODIFY MY ORDER?
If you would like to cancel or modify your order, we kindly ask you to contact our customer service. They will be happy to assist you.
HOW CAN I TRACK THE STATUS OF MY ORDER?
To track the status of your order, follow these steps:
- Log in to your account.
- Click on the dropdown menu "Account."
- Select the option "Orders."
- Choose the respective order to view the status.
WHO SHOULD I CONTACT IF I HAVE A QUESTION?
You can directly contact our customer service. Please select the appropriate country to find the relevant service. If you are a logged-in user, the support function is also available to you in case of technical issues.
CAN I DELETE OR DEACTIVATE MY ACCOUNT?
To delete or deactivate your account, follow these steps:
- Log in to your account.
- Click on the dropdown menu "Account."
- Select the option "Profile."
- Then select "Personal Information."
- Click on the email icon at the bottom.
A new window will open where you can state your request and send it directly to our customer service.
Alternatively, you can also contact our customer service directly by selecting the appropriate country to find the relevant service.
HOW CAN I CHANGE MY ACCOUNT DETAILS?
To change your data, please log in to your account. Then, in the menu, click on the option "Account" and select "Profile." There, you can manage and update your personal information and settings.
WHAT ARE THE PRIVACY POLICIES AND HOW ARE MY PERSONAL INFORMATION PROTECTED?
We take extensive security measures to protect your personal information, including encrypted data transmission and access restrictions. Further information can be found in our privacy policy.
Surface Solutions
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