Shipping policy
This English translation is provided for convenience only. In the event of any discrepancy, the German version shall prevail.
Shipping costs
All prices in our web shop are stated in euros. For deliveries within the European Union, they include the statutory VAT of the respective country of delivery (currently 19 % in Germany). No VAT is charged on deliveries to Switzerland. The following shipping costs apply:
- Germany: free shipping
- European Union: €15.90
- Switzerland: €24.90
For deliveries to Switzerland, import duties and customs charges may additionally apply (see General Terms and Conditions, § 4(6)).
Delivery time
From receipt of payment, delivery usually takes:
- Germany: 3–5 working days
- European Union: 4–8 working days
- Switzerland: 6–11 working days (plus the time required for customs clearance)
Working days are Monday to Friday, excluding public holidays. Pre-orders are dispatched on the release date. We usually ship with DHL. If you are not at home, you will receive a notification card stating the address of the branch where your parcel is being held. You can collect your order there within 1 week. Nevertheless, please always check the tracking number provided, in case no notification card was left or it has been lost.
Pre-orders
If an order contains several pre-orders that are released on different dates, we will always automatically ship the complete order on the date of the latest release (example: in July you order one title that is released in August and one that is released in September. Everything will then be shipped together in September).
Transport damage
Should the carrier attempt to deliver a damaged consignment, we kindly ask for your support: although we bear the transport risk for shipping, and complaints can and of course should be reported to us, we will only be reimbursed for the damage if you support us by following the procedure below:
When receiving the goods, please check whether the shipping box is undamaged. If the shipping box is damaged, creased or dented, the simplest course would normally be to unpack the goods in the presence of the parcel service and check whether they have also been affected. As this is unfortunately hardly possible nowadays, we ask you to refuse acceptance of the goods straight away (reason: "transport damage").
If the delivery has simply been left at your door, you must immediately report the unopened parcel at the nearest post office branch by presenting the entire consignment. A "damage report for a traceable consignment after delivery" (Schadensfeststellung zu einer nachzuweisenden Sendung nach der Anlieferung) will be recorded there. Acceptance is thereby refused retrospectively. Please then send us a copy of this damage report by email (photographed or scanned). This damage report, together with the damaged consignment, is forwarded to the posting or dispatching freight centre and forms the basis for recording the damage and for any compensation settlement with the sender of the consignment.
We will then sort out everything else with you and with the carrier's claims department. Unfortunately, the fact is: if you accept the delivery and do not report the damage directly to the carrier, the delivery is deemed to have been "delivered in perfect condition", and we can no longer claim for the damage caused by the carrier. Thank you very much.
Your statutory rights in respect of defects (see General Terms and Conditions, § 6) remain unaffected.
Returns
If you withdraw from your purchase, you bear the cost of the return and arrange the return shipment yourself. Please send the goods with sufficient postage to: tonpool Medien GmbH, Im Klint 12, 30938 Burgwedel, Germany. We recommend using a tracked service so that you can prove the return.
If the goods are damaged or defective, please contact us first at service@entertainshop.de – for justified complaints, we bear the cost of the return.