Frequently Asked Questions
Here you’ll find answers to your questions.
Placeing Orders
How can I order?
To access our online shop, you first need to request an account via Create My Account. Once your account has been reviewed and activated, you’ll be able to see all products, add them to your cart, and place your order directly online.
How will I receive my invoice?
Your invoice will be sent to you by email once the goods have shipped. If you don’t see it, please also check your spam folder. Still missing? Just send us a quick message and we’ll resend it immediately.
If I leave the shop, will my cart be saved?
Yes! The items in your cart will stay saved so you can continue your order later without starting over.
I have questions about a product or need more information. What should I do?
Just send us an email at export@springer-berlin.de. Our team will be happy to help you quickly with any questions you may have.
Shipping & Payment
What payment methods do you accept?
We currently offer purchase on account (invoice payment). Additional payment options—such as credit cards and PayPal—are coming soon.
How long does shipping take?
Most of our products are ready for shipment within one week—except for production items, which are clearly marked. We ship via UPS including customs clearance, and delivery typically takes 1–2 weeks after dispatch.
My order hasn’t arrived yet.
Orders from our warehouse are usually dispatched within one week and should arrive within about two weeks. Orders that require production may take 2–3 weeks before dispatch.
If you have not received your order after 4 weeks, please contact us at export@springer-berlin.de.
How are the shipping costs calculated?
Our shipping costs are calculated directly by UPS and are shown in your cart before checkout. For orders above €2,500, we are happy to offer free shipping.
Are there tariffs, and who is responsible for them?
Yes, tariffs and import taxes may apply. These costs are the responsibility of the customer.
Returns & Exchanges
How can I return a product?
Returns can be sent back to Springer Aktiv using the provided return address. We accept returns for items that were delivered incorrectly or are defective.
We are also in the process of setting up US-based logistics to speed up deliveries and reduce the need for returns.
How can I change, adjust, or cancel my order?
To make changes or cancel your order, please contact our Customer Service team directly.
What if my item is defective or damaged?
We’re sorry for the inconvenience. Please send photos of the defect or damage to our Customer Service team. We will review your claim quickly and find a customer-friendly solution.
Can I exchange an item?
Exchanges are only possible if an item is defective or incorrectly delivered. Please email us at export@springer-berlin.de with a photo of the issue. If the claim is approved, we will replace the item at no additional cost to you.
Account
How do I create an account?
Simply visit Create My Account, enter your name, email, and company information, and select whether you are a Medical or Retail customer. Submit the form, and our team will review and activate your account within one business day.
I forgot my password. What should I do?
No worries! Under the login form, just click on “Lost your password?”. You’ll receive an email with a link to reset your password right away.
Where can I add or update my shipping and billing addresses?
Log in to My Account, then click on “Addresses” at the top. From there, you can add or edit your shipping and billing details at any time.
Your question was not answered?
We are happy to help! Simply contact us at global@springer.de or call us at +1 888 415 3895.
We will get back to you as quickly as possible.
