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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.
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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.
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What is the expected delivery time?
From 07/2022 onwards, all our shipping is done via UPS. You can select the service (UPS Standard, UPS Expedited, UPS Express Saver) during the order checkout process, depending on your preferences. The lower-cost options (Standard, Expedited) are slightly slower t han the typically more expensive Express Saver. Given that we only ship 1-2 times per week, the delay between placing the order and us shipping the product is likely longer than the actual UPS delivery, so we suggest choosing the most economic UPS service option.
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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 with one part-time staff 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.
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Do you offer other payment options
Unfortunately we cannot offer alternative payment methods beyond Paypal and stripe. We understand that
this is not ideal for some of our customers, but we ask for your understanding. Once again, the
webshop is not our main business, we are first and foremost a R&D company.
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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.
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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
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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 technical question that way, please
contact
support@sysmocom.de, which will create a support ticket.
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I cannot find the sysmoBTS, sysmoNITB, sysmoQMOD or sysmoOCTSIM products in the shop
Please contact sales@sysmocom.de for our professional product line.
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Do you ship to $MY_COUNTRY?
Most likely: Yes. We generally ship to all countries
unless it is not serviced by UPS or legally impossible because your country is subject to an
embargo by Germany or the European Union.
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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).
