General questions
1.1 Who is behind frostlinecooling.shop?
We are an e-commerce company specializing in refrigeration, air conditioning, and ventilation technology – H+H Kältetechnik GmbH. Our team consists of experienced experts who will help you select the right equipment and solutions. We offer you both first-class products and competent service in all aspects of refrigeration technology.
1.2 Do I need to have a customer account to order from you?
You can order from us either as a guest or with a registered customer account. However, having your own account offers many advantages: You can track your orders, view your order history, order faster, take advantage of special conditions, and gain access to special promotions.
Orders & Order Management
I haven't received an order confirmation – what should I do?
Please check your spam or junk folder first. If you don't find a confirmation, please contact our customer service.
Where can I see my order?
As a registered customer, you can view your orders at any time in your customer account under the “Orders” section.
I received the wrong item – what should I do?
Please contact us immediately if you received the wrong item. We will send you a return label and ship you the correct product.
Payments
Which payment methods are accepted?
We offer a variety of secure payment options: - Credit card (Visa, MasterCard) - PayPal - Advance payment (bank transfer) - Klarna Sofortüberweisung - Apple Pay - SEPA direct debit - iDEAL, Giropay, Bancontact, Multibanco, BLIK, Przelewy24, Trustly - Purchase on account (only for registered business customers in Germany) Detailed information can be found on our payment methods page.
When will I receive my invoice?
The invoice will be sent automatically by email one business day after the goods are shipped. Please let us know if your company uses a specific billing address.
Is the online payment process secure?
Yes. Our platform is based on Shopware 6 and uses SSL encryption to protect all data. We work exclusively with certified payment service providers. You also benefit from Trusted Shops Buyer Protection.
Shipping & Delivery
Where can I find general information about shipping?
Detailed information on shipping methods, delivery times, and shipping costs can be found on our shipping information page.
What to do in case of transport damage?
If you notice any damage to the packaging: 1. Document the damage with the delivery person and refuse acceptance if necessary. 2. Take a photo of the unopened package. 3. If any damage is only noticed after acceptance, please document it and contact us with photos and a description. Note: If only the packaging is damaged but the contents are intact, we cannot provide replacement shipping materials.
Do you also ship abroad?
Yes, we ship to many EU countries. You can select your country during checkout. If your country isn't listed, select "Pickup" and leave a note – we'll send you a customized quote.
How can I track my delivery?
Once your order has been shipped, you will receive a shipping confirmation with a tracking number via email. You can also track your order in your customer account.
Can I change the delivery address later?
An address change is only possible as long as the goods have not yet been prepared for shipping. Unfortunately, changes are not possible for PayPal payments – in this case, please cancel and reorder.
Returns & Cancellations
How can I cancel or change an order?
Changes or cancellations are only possible as long as the goods have not yet been prepared for shipping. Please contact us as soon as possible.
How do I register a return?
Please notify customer service in advance of any return. You will then receive a return confirmation and a return form. Return address: AKF UG Raiffeisenstr. 39 72631 Aichtal Germany Items must be unused and in their original condition. Return shipping costs are borne by the buyer, except in cases of complaints or delivery errors.
How long do I have to return an item?
Private customers have a statutory right of withdrawal of 14 days from delivery. This right of withdrawal does not apply to custom-made products. Business customers require prior authorization for returns.
When will I receive my refund?
Refunds will be issued within 14 days of receipt and inspection of the returned goods. Refunds will be made using the original payment method, unless otherwise agreed.
Service & Advice
How do I find the right product?
Choosing the right refrigeration appliance depends on room size, intended use, and energy efficiency. We'd be happy to advise you personally. Contact: - 📞 +49 (0) 7127 8878871 - info@akf24.com
Do you also offer installation or maintenance?
Yes, frostlinecooling.shop offers not only products but also professional installation and maintenance. Contact us for a customized quote.
How do I contact customer service?
Our team is available Monday to Friday from 8:00 a.m. to 5:00 p.m.: - 📞 Phone: +49 (0) 7127 8878871 - Email: info@akf24.com