COVID-19 NOTE: While the sysmocom webshop continues to operate, there are massive disruptions in terms of world-wide delivery of mail and goods. See our FAQ for more details

Frequently Asked Questions

• Is the webshop still operational during the COVID-19 pandemic/crisis?
  sysmocom (and this webshop) continue to operate. We are collecting orders and ship all of them once per week (Tuesdays). Any orders received until 10:00 am (CEST) on each Tuesday will be shipped the same day, any orders arriving later than that will ship next Tuesday.
• Which countries do you still ship to during the COVID-19 pandemic/crisis?
  sysmocom normally relies on Deutsche Post, the German postal services operator, who in turn relies on their world wide peers within the international postal union. While postal services within Germany operate normally, many international postal companies have limited or halted their services due to government regulation, overload or other reasons.
  According to Deutsche Post, as of May 19th, 2020, postal services have stopped to accept shipments from Germany: Antigua and Barbuda, Aruba, Azerbaycan, Australia, Bahamas, Barbados, Belize, Bermuda, Bhutan, Bolivia, Bonaire, Botswana, Brunei, Burkina Faso, Burundi, Cameroon, Cap Verde, Cayman Islands, Chad, Chile, Colombia, Comoros, Cuba, Curacao, Cote d'Ivoire, Dominica, Dominican Republic, Djibouti, Ecuador, Fiji, French Polynesia, Gabon, Gambia, Ghana, Grenada, Guadeloupe, Guinea, Guinea-Bissau, Guyana, Honduras, Iran, Jamaica, Kuwait, Laos, Lesotho, Lebanon, Liberia, Libya, Madagascar, Maldives, Mali, Morocco, Martinique, Mauretania, Mauritius, Moldavia, Mongola, Montenegro, Myanmar, Namibia, Nepal, Newcaledonia, New Guinea, New Zealand, Nicaragua, Niger, Nigeria, Panama, Paraguay, Peru, Philippines, Rwanda, Reunion, Samoa, Senegal, Sierra Leone, Simbabwe, Singapore, Somalia, St. Helena/Ascension/Tristan da Cunha, St. Kitts and Nevis, St. Lucia, St. Vincent and Grenadines, Sudan, Suriname, Swasiland, South Africa, Trinidad and Tobago, Tunisia, Tuvalu, Uganda, Usbekistan, Vanuatu, Wallies and Futuna, Western Sahara.
  We have subsequently disabled the automatic order process for customers from those countries. If you are in an affected area and urgently need one of our products, you can contact us at webshop@sysmocom.de with your order. Shipping via courier services such as UPS, FedEx may still be possible, but we have to inquire the pricing individually. Be prepared, it will be expensive.
• How can I see if an item is in stock or not?
  All items that you are able to put in your shopping basket are in stock. If an item has run out of stock, this will be explicitly indicated and you will not be able to put it in your shopping basket.
• What is the expected lead time before you ship the products?
  As the webshop is not operated full-time and not our main business, we typically prepare shipments once per week. So the typical maximum lead time until we ship your order is one week. You will receive a shipment notification e-mail once your order has been shipped.
• What is the expected delivery time?
  As the products in the web-shop are low-cost items, and our lead time is up to one week anyway, we do not offer shipping by express as a standard option. Rather, the products will be shipped by registered mail or by regular postal parcel service. DHL in the shipping options refers to the German Post, not to the internationally recognized DHL Express subsidiary!
  Delivery times vary depending on your location, but reflect the time a regular airmail letter or postal package will take from Germany to your location. According to the Deutsche Post Website, the below table represents typically expected delivery times to a couple of example countries:

  Australia	6-9 working days
  Brazil	12-16 working days
  Canada	3-6 working days
  China	6-14 working days
  France	2-3 working days
  India	6-10 working days
  Israel	6-10 working days
  New Zealand	4-8 working days
  Russia	8-18 working days
  South Korea	8-12 working days
  South Africa	8-11 working days
  Taiwan	6-12 working days
  USA	3-7 working days

  sysmocom is just reproducing the above information for your convenience. The stated times are by no means a guarantee that delivery will happen within that time frame. More up-to-date information for all countries can be found at Deutsche Post (in German).
• Why am I not getting a quick response to my e-mail?
  As indicated above, the webshop is not sysmocoms main business, and we only run it as a low-priority task next to lots of other work. Therefore it is quite normal that you might not get a same-day response.
  Furthermore, please consider that we are located in Germany, which might be in a completely different timezone as yourself, and which has its own set of public holidays, etc.
  We respond to e-mail inquiries as quickly as possible.
• Do you offer non-paypal based payment options
  Yes, we can offer payment by wire transfer to our German bank account. Please note that any international bank transfer charges must be paid by you.
  If you would like to use this option, please first put all your products in the shopping basket, go to the check out process and send us an e-mail to webshop@sysmocom.de indicating the order/basket number.
• My company requires a formal Quote / Order process
  Please note that our low product prices are only valid for purchases made in the webshop, permitting us to efficiently process it.
  If you require a manual quote, PO, proforma invoice, etc., we will have to charge you for the additional overhead this causes on our side.
  Also, this process will introduce additional lead time, so please use the fully automatic webshop order process whenever possible.
• Can I reach you by phone?
  Sorry, we are a small team, all engineers and no sales, and typically too busy to take phone calls regarding the webshop. If absolutely necessary, please describe in detail why a phone call is needed and we can arrange for a scheduled call by e-mail to webshop@sysmocom.de
• I own a product bought in the shop and have a technical question
  Many of our products are open hardware products and fully documented at their respective page, e.g. http://simtrace.osmocom.org/ for the SIMtrace product. Please always check the project pages first, then attempt to contact the respective project mailing list.
  In case you are unable to resolve your question that way, please contact support@sysmocom.de, which will create a support ticket.
• I cannot find the sysmoBTS, sysmoNITB, sysmoQMOD or sysmoOCTSIM products in the shop
  Please contact sales@sysmocom.de for our professional product line.
• Do you ship to $MY_COUNTRY?
  Most likely: Yes. We generally ship to all countries unless it is legally impossible because your country is subject to an embargo by Germany or the European Union.
• What about customs fees / import?
  If you're outside the European Union, then importing goods from Germany is most likely subject to processing by your local customs office. They may charge you applicable import tariffs, import VAT and/or other fees. Payment of such fees is the responsibility of the importer (that means you, if you order from our webshop or any other shop abroad).