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Frequent questions and
Answers

 

ABOUT US

 
f: Who is Streamoptics?

Streamoptics is a part of IT-Systems Strauss GmbH and since 2018 one of the leading providers of professional hardware solutions for video and audio productions, home cinema systems, presentation technologies and digital signage solutions in Germany and Europe.

IT-Systems Strauss GmbH, headquartered in Gütersloh, is a traditionally family-runned company and can look back to the many years of experience of its founder and managing director Franco A. Strauss and that of its employees in the field of IT systems technology.

 
f: How can I contact you?

You have different possibilities reaching us. From Monday to Friday from 10:00 to 4:00 pm you can call at +49 5241 9646015. You can also have the option to arrange a call back. Alternatively, you can always send an email to shop@streamoptics.de or to simply send a message via our contact form.

 
f: Where can I find your general terms of service?

You find our general terms of service anytime in our footer of our online shop or under the following link: AGB.

 

User Account

 
f: Do I need an user account to order?

No. You can easily and quickly order in our online shop without having an account. Nevertheless, you will enjoy more benefits if you have an account: you can place orders faster, follow the status of your order, see previous orders and save alternative addresses.

 
f: How can I create an account?

The registration of an account is free and easily done. We offer you two different ways to create your account:

1. You find the symbols ‘’my account’’ and ‘’new customer’’ in the navigation. With one click on ‘’create an account’’ you can fill in your personal data and create your personal user account.

2. In connection to your order you have the option to click on ‘’create an account’’ and fill in your data.

Under following link you can create your account for free: create an account.

 
f: Can I change my user data?

In order to change your user data you have to log in first. Under ‘’my account’’ you have the opportunity to change your personal data and account settings.

 
f: I forgot my password!

Fill in your mail address on the log-in page for ‘’my account’’ and click on ‘’forgot my password’’. Immediately, you will receive a mail with a link for choosing a new password.

 
f: Can I delete my user account?

You have the possibility to delete your account at any time. Please share your wish of deleting via mail or fax stating your user data.

 

PLACE AN ORDER

 
f: How can I place an order online?

You can simply place an item in your shopping cart by clicking on the button “Add to Cart.” Once you have placed all wished items in the shopping cart, you can view all the products in the shopping cart again and make changes. When everything is complete, you can proceed with your shopping by following the “Checkout” button. In the cashier you can complete your purchase with or without registering an account. Enter your billing and delivery address, as well as shipping method and the desired means of payment. In the last step, check the information you gave to the order. Confirm our terms and conditions and cancellation policy. Click on the button “Buy for a fee” to complete your order.

 
f:Can I change my order?

A belated chance of your order is for logistical reasons not possible. If you need to make a change, we please you to place a new order and cancel your previous one. In any case, please contact our customer support immediately.

 
f: Can I cancel an order?

You have the possibility to cancel your order instantaneously after receiving the order confirmation. In this case, please contact our customer support. We ask you to show understanding that a cancellation after finishing our picking process is no longer available.

 
f: Can I place an order on the phone?

We offer you the possibility to place your order on the phone. Just call our customer support and hold all necessary ordering information ready. We ask you to show understanding for technical reasons we can exclusively accept prepayment (Paypal, payment in advance).

 

PAYMENT

 
f: How can I pay??

We offer you several payment methods.

Payment in advance
On advance payment we ask you to transfer the invoice amount of your order with the specification of the intended use of payment to our business account. You will receive a confirmation mail after your order, where you can find our bank details. As soon as we receive the payment, the order will be processed.

Payment per PayPal
PayPal is an online-payment service with which payments are carried out easily and safely. After the end of your order you will automatically be forwarded to pay with PayPal. Following the successful payment you will reach our online shop again. If you do not have a PayPal account, you can create one during your payment, in order to complete the procedure.

Payment per credit card
We accept the following credit card providers: Visa and MasterCard. Payment processing will also take place via PayPal. Following the completion of your order, your credit card will be loaded. After the legitimation of being the legal card owner, we ask for your credit card number in order to start the payment procedure. The transaction of payment will automatically be carried through the credit card providers.

Payment per invoice
Payments per invoice will be led back to our payment service PayPal. Succeeding the adresse and credit check as part of your order and submission of the order to our shipping service provider, we assign our requirements to paypal. For the payment processing via PayPal - in addition to our terms and conditions - the terms and conditions and privacy policy of PayPal apply.

Payment per hire-purchase
You have the option of paying for your order in installments over a period of 12 months. A special repayment or an early repayment is possible at any time and without additional costs. For that, choose PayPal as your payment option and propose a motion under the specification of your data. Agree with the credit check and accept the installment payment. Propose the compulsory PayPal install payment and confirm your purchase.

 
f: Is it safe to buy online?

In order to protect your data during an online order process, we rely on the SSL-encryption method. Potentially sensitive data such as your name, adresse and card details are encrypted, so that they can only be read from a secured server. All information is authenticated to ensure that it is only transmitted to the secured servers. A check is carried out at all times to ensure that no manipulations take place during data transfer. Furthermore, security checks are carried out on all transactions to ensure the authenticity of payment at all times.

 

SHIPPING

 
f: What delivery methods do you offer?

All of our orders (Germany and Europe) are delivered by shipping service provider DHL Paket or DPD. Orders outside of Europe are exclusively delivered by DHL International. We would like to point out that deliveries to non-EU countries incur additional duties, taxes and fees.

Information on duties: Zoll

Information on import sales tax: Einfuhrumsatzsteuer

Special information for Switzerland: Schweiz.

 
f: Can I track my order?

As soon as your order has been handed over to our shipping service provider, you will receive an automatic shipping confirmation by mail. In this you will find your shipment number, which serves as a tracking code. You can use the number to track the status of your shipment.

Track your order with DHL:DHL Sendeverfolgung

Track your order with DPD:DPD Sendeverfolgung.

 
f: Can I pick up my order?

You can also pick up your order at our head office. To do this, you simply have to leave a note (pickup) in your order. We process your order quickly and deposit the package for you in our head office . You will be informed by our customer support via mail as soon as your order is ready for pick-up.

 
f: Do you deliver to packingstations?

Currently, we do not deliver to packingstations.

 
f: How long is the delivery time?

Orders placed on working days (Monday to Friday) by 2 p.m. are usually dispatched on the same day. You can always find different shipping information directly in the product description. The delivery time for orders from Germany usually takes 1-2 working days. Delivery times for orders from abroad (Europe or international) can take 2-5 working days. Please note the respective times for the shipping preparation, which is specified in our product descriptions.

 

RETURN

 
f: Can I return my order?

If you are not satisfied with the ordered goods, you can return them to us within 14 days. In order to ensure smooth processing, we would like to point out the following requirements:

- If possible, use our shipping box for the return of the goods
- The goods must be returned to us in perfect condition. Therefore, return the goods as you received them
- Labels and seals must not be removed
- Products that are delivered in a custom-made packaging must also be returned in that packaging, as the packaging is part of the article
- Please register your return with us in advance. We provide you with a return label

After receipt of your return, the goods are checked and processed in our logistics center. The refund of the purchase price will be made within 7 working days according to the original payment method.

We reserve the right to reject returned goods and items if the above requirements are not met. You will receive a notification by email if we reject your return. The return is free for you and insured if you send it back within Germany. Further details on the return can be found in our cancellation policy.

If you as a trader, company or public institution wish to return an order or an article, you do not have the right of revocation by law. In this case, please contact our customer support. We will check your return request individually and decide whether a return is possible out of obligingness.

 
f: What is the processing duration?

The processing time for your return is 5-7 working days. Depending on the type of return, the processing process may take longer. During the entire process, a personal contact person is available during our support hours.

 
f: What do I do in case of a defect?

During and even after your warranty period, we are fully at your side with advice and assistance. If it is necessary to involve the manufacturer for repairs, our close partnerships ensure that the repairs are carried out as quickly as possible. Please contact us in advance in order to ensure a smooth process.