Table of Contents
General
I cannot login to MyAccount.
If you have previously registered successfully with the G+D IoT Shop, you can easily reset your password by using the "Forgot password" link available on the login page.
We prioritize the security of our users' accounts, and for this reason, all passwords are encrypted and stored securely. As a result, we are unable to retrieve or communicate your password in any way. However, the password reset process is designed to be secure and user-friendly, ensuring that you can regain access to your account with ease.
Who can currently order from the G+D IoT Shop?
The G+D IoT Shop exclusively caters to B2B (Business-to-Business) customers. We offer our products and services solely to companies and organizations, and not to private individuals. If you represent a business entity, you are welcome to explore our wide range of offerings tailored to meet your specific needs.
Can I place an order by telephone or fax?
We regret to inform you that the G+D IoT Shop does not accept orders via phone or fax. However, if you would like to discuss a G+D IoT product or service with a member of our sales team, we encourage you to send us an email to iotshop@gi-de.com. One of our dedicated sales representatives will reach out to you to address your inquiries and provide personalized assistance.
Order
Can I ship my order internationally?
Currently, we accept orders from, and ship to addresses in Germany, Spain, and the United States only. If either your invoicing address or your delivery address is not in one of these countries, please leave your contact details in our waitlist, and we'll notify you as soon as our services become available in your country. We are continuously enhancing our services, and our goal is to expand our coverage to additional countries in the coming times.
How can I track my order?
Once your order has been shipped, you will receive an email from the IoT Shop containing a link to the carrier’s website with the tracking number embedded, allowing you to easily track the status of your shipment. Additionally, the carrier (FedEx or DHL) will send you a separate email with the tracking number as well.
If you cannot find these emails, you can also track your shipment directly from your IoT Shop account:
1- Log in to your account.
2- Go to My Account (your name) then Order History.
3- Locate the order you want to track and click the eye icon.
4- You can also find the tracking number in the order details.
5- Click it to be redirected to the carrier's page.
What is my estimated delivery time?
Once your order has been processed, it is shipped using DHL Express or FedEx, depending on your selection. Most orders are delivered within 1 to 7 business days after dispatch. For orders to Germany and Spain, delivery typically takes 1-5 business days. For orders to the US, delivery is estimated to take 4-7 business days, depending on your chosen carrier, the season, and the exact delivery address.
In the shipping step of the checkout process, you'll find a detailed breakdown of delivery times for each shipping carrier.
How much does shipping cost?
The shipping costs are based on the weight of the product(s) you are ordering and the destination of your order. For very lightweight orders, shipping costs begin at 10 EUR for shipments within Europe and 23 USD for orders shipping to a US address. Detailed information about shipping prices is available on our delivery costs page.
Why is my order not paid, status Order awaiting approval?
The reason for this status depends on your chosen payment method. If you selected bank transfer, please note that you have a 28-day window to complete the payment.
Alternatively, if you selected credit card payment, the issue might be that either the final step of the payment process was inadvertently missed or there was a challenge in capturing the outstanding amount.
Can I cancel my order?
Once an order has been placed, we regret to inform you that it cannot be cancelled. Our processes are designed to ensure prompt and efficient order processing, which limits the option to cancel orders after they have been placed. We understand the importance of delivering a seamless shopping experience and encourage you to review your order carefully before confirming it.
How can I place a complaint?
If you have a complaint about a purchased connectivity product, please open a ServiceNow ticket. If you have a complaint about a purchased Smart Label, please reach out to support@mecomo.com. This will allow us to address the specific issue and provide a tailored solution promptly.
For complaints related to the IoT Shop and overall process, we encourage you to reach out to us via email at iotshop@gi-de.com. Kindly include your order number and contact details in your email. Our dedicated team will promptly review your concerns and take the necessary steps to address the issue. Your feedback is invaluable to us.
What is your refund policy and how do I request a refund?
All orders made through our online store are considered final sale. However, if you encounter an issue with the product, such as a defect: for connectivity products, please log into your ServiceNow account and open a ticket to reach our customer service team. You received access details for this platform after your first IoT Shop purchase. For Smart Labels, please send an email to support@mecomo.com. This process ensures that your inquiry is addressed promptly by our dedicated support staff.
For other concerns, such as receiving the wrong item or delayed delivery, please contact us at iotshop@gi-de.com. Our team will review your case and provide the necessary support. We’re here to assist and ensure your concerns are addressed effectively.
Where do I go if I have questions about my order?
When you log into your account, you can conveniently access your order history, including the current status, in the overview section. If you notice that the status is "Order awaiting payment method" or "Order awaiting payment," click the $ icon to resume the payment of your order.
What do I do if I want to place a large order?
For large orders, please write to us at iotshop@gi-de.com.
Payment
Which payment methods can I use?
At the G+D IoT Shop, we provide our customers with two convenient payment options. You can choose to pay securely using major credit cards, including VISA, MasterCard, AMEX, and UnionPay. Alternatively, we also accept payments via bank transfer (except in the US). This way, you can select the method that best suits your preferences and requirements.
Customer Service
How can I contact customer service?
Existing customers: for connectivity products, please log into your ServiceNow account and open a ticket to reach our customer service team. You received access details for this platform after your first IoT Shop purchase. For Smart Labels, please send an email to support.iots-track@gi-de.com. This process ensures that your inquiry is addressed promptly by our dedicated support staff.
If you're not yet a customer, we welcome you to reach out to us via email at iotshop@gi-de.com. Our team is ready to assist you, whether it's addressing pre-purchase queries or providing any information you may need.
What is ServiceNow?
ServiceNow is a comprehensive ePortal that provides dedicated support for resolving any issues and answering your questions. Customers with connectivity products will receive access details after their first purchase.
Why can I not access the ePortal?
Only valid ePortal users can open tickets. If there is an additional user needed, the existing user can do so by submitting a service request in the ePortal.
How can I accelerate my support request?
Please provide as much relevant information as possible, including IMEI and ICCID, to ensure the immediate start of support activities.
Platform
What does the status of my address mean?
We have three distinct address statuses:
- Approved (Green): Your address has been successfully verified and approved. Everything is in order
- Pending (Orange): We are in the process of verifying your address. Depending on the order volume, this verification may take a few days
- Denied (Red): Unfortunately, your address didn't pass our verification process. If you have any questions or concerns regarding this status, please don't hesitate to get in touch with us.
Why is MyCompany not visible?
This depends on the role chosen by your admin during the account setup process. If your account has been assigned admin rights, you should have access to MyCompany. If MyCompany is not visible, we recommend getting in touch with the admin account associated with your company to clarify this matter.
Where can I access the resources and guides to set up or activate my devices and connectivity products?
All the resources and step-by-step guides you need to set up and activate your devices and connectivity products are conveniently available in your Resource Hub. Go to "My Account" (your name) then click on Resource Hub.