FAQ - Ofte stilte spørsmål
Q: I have just finished placing an order and completed my payment. When will my parcel arrive and what are your delivery charges?
A: We rely on the services of Bring for domestic shipments and DHL for international shipments.
For orders above NOK 999,- we deliver to your destination free of charge. For orders below, our shippingcost is calculated at check out from 99,- to 159,- depending on shipping option.
Orders are always processed as quickly as possible. Orders are picked up by our couriers once a day at 15:00, Monday to Friday.
Orders accepted before 11:00 are guaranteed to be shipped the same day. Any later than that, and the pick up will be carried out the following work day.
Depending on the distance from Stavanger, type of delivery chosen and other external factors, 94% of our standard orders reach our customers within 1 - 3 days of delivery.
Orders for self pick up are ready within up to 3 hours if placed until 14:00. Any later than that, and your order will be ready for pick up after 10:00 the following work day.
The following shipping options are available through our webstore:
- Pick up at your nearest post delivery destination is default shipping option. Typically reaches our customers within 2-3 work days.
- Pakke til bedrift: Door-to-door home delivery. Typically reaches our customers within 1-2 work days.
- Stykkgods til bedrift: Automatically applied door-to-door delivery for excessively large and/or heavy shipments. (over 35kg)
- Ekspress neste dag: door-to-door overnight express delivery.
- Self pick up at Klinikkengros by customer. (free of charge)
Shipment Tracking is offered automatically through the chosen courier’s system.
Q: What payment methods do you accept and can I postpone or split my payment?
A: All our online payment services are handled by Klarna. Upon checkout you will be able to choose your desired means of payment:
- By credit card.
- Pay up to 14 days after shipment. (by Klarna)
- Pay by a given date. (by Klarna)
- Split your payment monthly, up to 36 payments. (by Klarna)
Payment on delivery (postoppkrav/faktura) is available only for orders by phone or email.
International transactions can only be done by paypal or bank transfers.
Q: My payment does not go through! What should I do?
A: Online payments are serviced by Klarna. In case a payment does not go through, please give us a call during store opening hours and we will take your order manually.
Opening hours: Mon-Thu (Fri), 09-17 (16)
Phone: +47 482 53 336
Q: Must I order online? Can I place an order over the phone or via email?
A: Sure you can. Please send us an email at: klinikkengros@gmail.com or open a new chat dialogue in link at bottom of this page. Or give us a call during store opening hours and we will gladly help you.
Opening hours: Mon-Thu (Fri), 09-17 (16)
Phone: +47 482 53 336
Please do not forget to mention your full name, phone number, email address and mailing address.
Q: Can I change my delivery address after payment?
A: Before the order has left our premises, we can change your delivery address. Please inform us as quickly as possible.
Give us a call: +47 482 53 336, Mon-Thu (Fri), 09-17 (16).
Additional surcharges may apply according to shipment methods and/or destination.
Q: Do you ship only to Norway or all over Europe?
A: We ship all over Europe! Our home market is Norway. However, we gladly serve all our customers throughout Europe.
Please note that orders outside Scandinavia can only be paid via paypal or bank transfers.
If you have any difficulties ordering, you can always send us an email with a list of products you need and we will get it sent by DHL Express shipping.
Q: Is VAT charged?
A: All prices on our webstore are shown including VAT/MVA.
For our international customers, Norwegian VAT is not added to the final payment – your local VAT will be applied in your country of residence. Please contact us in advance so we can make adjustments on your final invoice.
Q: Are all your products in stock?
A: Out of stock products are listed as such on the webshop page. In the unfortunate case of non-updated product availability, we typically call our customer to inform about other available products and/or automatically refund the missing item’s cost upon order shipment.
The refunded amount typically appears back in your account within 5 work days.
Q: What is your return and exchange policy?
A: The return policy is different depending on the purchase is either done by a person / consumer or a company / business.
For consumer purchase: Unused items in their original, sealed and unharmed package, may be returned or exchanged within 14 days from the day of purchase, accompanied with a receipt. To and from shipping costs are the customer’s responsibility and are non-refundable.
In case you want to test, try or physically examine our offered products prior to purchase, kindly make an appointment for display in our show room in Sandnes.
For Business purchase: There are no general return-rights for business purchase. However, if something is wrong with the product, damaged or not happy with the delivery/product from us, please dont hesitate contacting us on klinikkengros@gmail.com or open a chat dialogue in link on bottom of this page.
Q: Can I cancel or change my order after payment?
A: If you wish to cancel or change your order, please do so as soon as possible. Until your order has been physically picked up from our premises at 15:00 daily, we can cancel or change your order with no additional surcharge. Please call us: 482 53 336, Mon-Thu (Fri), 09-17 (16).
Please note: until we clearly confirm that your order has been cancelled or changed, your original order status is still valid.
Once a shipment has left our premises, ordinary return and exchange policies apply.
Q: Is your webstore secure?
A: Our webstore is secured with SSL certificate and the payment process is operated by Klarna. This means the information and payment details you put in are fully encrypted and are not available for third parties, nor are they stored anywhere in our system.
Q: How can I contact your customer service?
A: Simply give us a call: +47 482 53 336 or open a new chat dialogue in link at bottom of this page. We are available Mon-Thu (Fri), 09-17 (16).
You can also send us an email to: klinikkengros@gmail.com.
Q: Do you also have a physical store?
A: We have a warehouse which are open by appointment only. Please let us know in advance to arrange pick up.
Our address is Forusparken 22, 4031 Stavanger
Opening hours: By appointment only.
Phone: +47 482 53 336
Q: Can I pick up my order by myself?
A: Of course you can! When you place an order, simply choose “Self Pick Up at Klinikkengros Warehouse” upon checkout.
Your order will be ready for pick up within 3 hours if placed until 14:00. Any later than that and your order will be ready for pick up after 10:00 the following day.
Our address is Forusparken 22, 4031 Stavanger
Opening hours: Mon-Thu (Fri), 09-17 (16)
Phone: +47 482 53 336
Self-pick up is free of charge!
Q: Is there free parking at your warehouse?
A: We offer free parking for our customers outside our warehouse for up to two hours.