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Frequently asked questions

Registration and customer account
1. How can I create a customer account?

You can create a customer account on our website at any time. Simply click on “New customer? Start here ... "Click and enter the required data. You can of course find this function in the same place at any time during the ordering process.
By registering, you can always get a full overview of your orders, track the shipping status of your print jobs or update your user data yourself.
Please note that you can only create one account per email address.

2. How can I change my password?

To do this, log in to your customer area. There you can assign a new password under the menu item "Change password".

3. What can I do if I forget my password?

Simply click on “Forgot your login data” on our website and follow the instructions.

4. Why can I no longer log in?

Please enter your customer number or e-mail address and your password manually - do not use copy & paste - and check that you are case-sensitive.
If that doesn't work, please click on "Forgot your login details" and follow the instructions.

5. How can I change my user email address?

Please send us an email with the desired email address to info@trieb-media.de. Our colleagues will arrange this for you and inform you about the successful change.

6. How can I delete my customer account?

Please send us an email with your customer number and the request to delete your account to info@trieb-media.de


Order and order

Order and order
1. How do I get help with the creation of my print data?

For our products, you can download free instructions and print templates for free use under the "Print templates" tab.
You will also find important explanations and assistance on the subject of print data in our help center under "Print data" and in our FAQ.
Our graphics office can also design your print data for a small surcharge.
Of course, our customer advisors are at your side with advice and action.

2. Can I design my products directly online?

We will be able to offer you this option in a timely manner. If you need help with the creation of print data in the meantime, we will be happy to support you. (See also "How do I get help creating my print data?")


3. How does the ordering process work?

A detailed explanation and a video tutorial on our ordering process can be found in our help center under ordering process.

4. How can I order several products at the same time?

With our shopping cart system you can order different products together. To do this, simply put the desired products in the shopping cart. You can either upload the print data directly for each product or collect them at the end before sending the order.

5. How can I order an order again?

You can easily re-order a large number of previous orders using our rebuy function. Simply go to the order status in your customer account and click the green button "Order again". The following summary gives you an overview of your old order and gives you the opportunity to reorder it.

6. How can I send you my print data?

You are welcome to upload your print data during the ordering process. To do this, click on “Upload print data now” in the ordering process.
You can also complete the job without printing data and then upload it later.
Alternatively, you can send us the print data in exceptional cases by email (up to 20 MB), WeTransfer or Dropbox, etc.

7. How can I change my order later?

If you want changes to your product or the edition, you can cancel your order free of charge up to status 2.2 and place the order again as desired.

8. How can I change my delivery address afterwards?

If you want to change your delivery address, please send us an email to info@trieb-media.de with the new delivery address and your order number. If your order has not yet been sent, we will be happy to change the address for you and briefly confirm this by email.

9. What do I do if I have uploaded incorrect print data?

If your order is not yet in status 3.2, you can usually upload new print data. The best thing to do is to let us know briefly in writing or by telephone. Please note that if print data is exchanged, the delivery date may be postponed, as the new data will then be checked again.

10. How can I send different products from my order to different addresses?

You can specify a separate delivery address for each product within your order.

11. How can I choose different shipping methods for individual products within my orders?

In addition to a separate delivery address, you can also select a separate shipping method for each product.

12. How can I track my shipment?

As soon as your order is sent, you will receive an e-mail. Your order is now in status 4.1. You can then see the corresponding shipment number in your customer account in the order details. Please note that it can take up to 24 hours for the tracking number to be active.

13. What can I do if I do not receive my delivery on the agreed delivery date?

In such a case, simply contact our customer advisors, who will be happy to help you.

14. How much does my ordered product weigh?

You can see the weight of a product either during the ordering process below the total price or you can easily calculate the weight using our paper weight calculator.

15. When will my order be sent by a forwarding agent?

Orders with a high weight are sometimes sent by a forwarding agency. We will usually inform you about this in advance by e-mail in order to guarantee a smooth delivery.


claim
claim
1. How can I submit a complaint?

Please contact us first by email at info@trieb-media.de. Our colleagues will then activate the complaint form in your customer account.
You can find the form in your order status under the order details. As soon as we have filled in this form, our colleagues will find a solution as quickly as possible.

2. What can I do so that my complaint can be processed quickly?

The most effective way for a quick processing is to send us a fully completed complaint form as soon as possible. As a result, your request is immediately recorded by our system and can be processed as quickly as possible.
If you are dealing with a deadline order, it is best to let our staff know when you fill out the form or note this in writing on the form.

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