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Shipping and Charges

Payment

After your account has been activated, the following payment methods are available:

  • Invoice*
  • Direct debit*
  • Prepayment

Depending on your credit limit, we will add one of the above payment methods as standard for your account.

* Requires sufficient credit limit

Delivery

  • Shipping

    In order to be able to guarantee short transport distances, all goods are shipped from one of our warehouse sites, which are located throughout Germany, i.e. in Tübingen, Duisburg or Magdeburg. 

    We select the appropriate mode of transport on the basis of the freight weight and product type. The goods are shipped either via a parcel service or via a carrier. Delivery via parcel service is possible if the parcel weighs less than 31.5kg, and the combined length and girth is below 3m. 

    Provided this has first been agreed individually, you are also welcome to collect your delivery yourself from one of our warehouse sites. Please note that your chosen transport vehicle must be suitable for this. Unfortunately, we are not permitted to hand over the goods to you if we cannot guarantee their safety during transport.

  • Logistics services

    During the ordering process, you have the option of booking various additional services to ensure that the delivery meets your specific requirements and the respective local situation. With regard to the delivery timing, the following additional services are available for both parcel service and carrier deliveries within Germany: 

    Parcel service 

    • Standard delivery (1-3 working days) 
    • Express: Delivery on the next working day (scheduled delivery window possible) 

    Carrier 

    • Standard delivery (1-3 working days) 
    • Fixed time - individual delivery date (delivery on a specified date, time window specification possible) 
    • Express: Delivery on the next working day (scheduled delivery window possible) 


    Please note: Standard delivery via a carrier means that the goods are transported flexibly within the carrier networks according to capacity. This means that the carrier delivers the goods picked up from our warehouse according to their own discretion within one to three working days.

    If you have opted for standard delivery via carrier, we recommend booking a carrier dispatch notification to facilitate a coordinated delivery. If you book a carrier dispatch notification, the service provider will call you on the number provided by you to agree a suitable delivery date. 


    Furthermore, the following additional services for delivery via carrier are available to you with regard to the unloading of the goods: 

    • In the event of there not being any unloading equipment available at the delivery site, you have the option of booking an unloading aid in the form of a lifting platform. 

    • Alternatively, you can add a forklift truck to your booking for unloading larger deliveries from a lorry organised especially for you. This service is only possible for deliveries (part or full loads) of the respective size. 


    Please note: The drivers are not obliged to help with the unloading. 

    Please refer to ourlogistics services​​​​​​​ for the charges for all additional services. 

    To guarantee optimum planning, you should inform us of any potential access restrictions or obstacles when you place your order.
    These could be, for example, a narrow or a particularly steep road, dead end streets, or no parking or no stopping restrictions.
    If we do not receive this information and incur unplanned additional costs, we reserve the right to invoice you for these. 

  • Costs

    In order to be able to offer you reasonable delivery costs, we apply flat-rate shipping rates. 

    We deliver orders above an order value of €8,000 to you free of charge!

    The actual costs are displayed during the ordering process.

    Please note: If you need your order delivered separately on different days, the basic freight costs will be applied to each delivery.   


    Please note that the charges for any additional services still apply for deliveries that are eligible for free delivery.  

  • Track & Trace

    As soon as the shipment has been handed over to the carrier service provider, you will receive an email to tell you which carrier will deliver your material.
    At the same time, we offer you the option of monitoring the status of your delivery online via a tracking link. 

  • Customer service

    Every day, we and our carriers work on achieving the best result for our customers. Unfortunately, things can sometimes go wrong.
    If your delivery did not arrive as planned, please contact our customer service

    Please refer to our terms and conditions of business for details regarding payment and delivery. 

Glossary

Do you still have questions about your delivery or would you like to find out more about logistics and customs? Our new forwarding glossary can already answer many questions and fundamentally expand your general understanding of the topic. However, if anything remains unclear, you can get in touch with your contact person as usual.  

  • B for Best Before Date or Bulky Item

    Best Before Date 

    • Primarily used for food/perishables. The condition/properties of the product are guaranteed to last until this date. However, this does not mean that products that are past their best before date no longer work, or are no longer edible, in the case of food.  

    Bulky Item 

    • Delivery of items that are high in volume, but low in weight (in relation to their volume).

  • C for CEP, CMR, Complaint or Customs Clearance

    CEP = Courier, Express and Parcel Services 

    • Logistics and parcel service companies that deliver parcels or goods to the recipient within the shortest possible time.  

    CMR  

    • CMR stands for "United Nations Convention on the Contract for the International Carriage of Goods by Road". 
    • The bill of lading is such a CMR contract. It serves the following purposes: Prove that a freight contract has been agreed / confirmation that the goods have been received / basis for transport orders.

    Complaint 

    • Consumer complaint, or also a customer notifying a seller of a purchased product or service that was faulty. 
    • Our platforms for complaints: ​​​​​
    • Customer service hotline Mondays to Fridays from 8 a.m. to 5 p.m.: 07071/98987-600.
    • Email to our customer service team: kundenservice.solarenenerysystems(at)baywa-re.com.
    • Lodge a complaint directly in your customer account in the online shop under "Orders".

    Learn more about the complaints process here.

    Customs Clearance 

    • All tax and customs law processes related to the import and export into or from a customs zone (third party country, such as China, for example). Goods transports etc. must be cleared separately, in terms of documentation and customs declarations. Goods may only be moved around freely after they have been cleared by customs.  

  • D for Daily Driving Limits, Delivery Note, Demurrage Charges, Diesel Floating, Directions or Dispatch Notification

    Daily Driving Limits and Rest Periods 

    • Legal regulations lorry drivers must comply with, specifying the daily driving limit, rest and break times. The maximum daily driving limit is nine hours, although this may be increased to ten hours on two days a week. Lorry drivers must rest eleven hours in any one day.  

    Delivery Note 

    • Document accompanying goods containing information provided by the supplier about the goods delivery.  

    Demurrage Charges 

    • Additional costs incurred due to long waiting times prior to loading/unloading.  

    Diesel Floating Charge 

    • Variable fuel surcharge that is automatically adjusted in line with the current fuel prices. It is agreed individually between the customer (e.g. BayWa r.e. SES) and the carrier that provides the service.  

    Directions 

    • Detailed description of the route to the unloading site. Recommended if this is a construction site, located in a new housing development area, access is complex, etc..
    • Usually shown in the form of a Google Maps cut-out or written directions.  

    Dispatch Notification 

    • Driver dispatch notification = driver calls recipient when the delivery is about to be made. 
    • Carrier dispatch notification = carrier calls in advance to agree a delivery date.
  • E for Express Delivery

    Express Delivery 

    • The fastest delivery type.
    • If all goes well, the delivery arrives within 24 hours of a shipment leaving the warehouse. Express delivery is an additional service and costs more. Additional services such as delivery within a scheduled time window (e.g. before 10 a.m. / until 12 noon) can also be added to express deliveries.   
  • F for FIFO (first in, first out), Fixed Date Delivery or Forklift Truck

    FIFO (first in, first out) 

    • Products that have been in stock the longest are the first to be taken out.  

    Fixed Date Delivery 

    • Delivery on a fixed date (not to be confused with express delivery). Fixed date delivery is an additional service and costs more. Additional services such as delivery within a scheduled time window (e.g. before 10 a.m. / until 12 noon) can also be added to fixed date deliveries. 

    Forklift Truck

    • Piece of lifting equipment for loading and unloading that is sometimes also carried inside lorries. Unlike a pallet truck, a forklift truck is motorised and equipped with a fork for lifting pallets. 
  • G for Girth (maximum permitted parcel size)

    Girth (maximum permitted parcel size)  

    • Formula: 1x longest side + (2x width) + (2x height)  

  • H for Hazardous Goods

    Hazardous Goods  

    • Substances or items that may be dangerous in various ways if transported or handled improperly (see regulations for the UN number the hazardous goods are labelled with).  

  • I for Incoterms

    Incoterms 

    • Series of commercial terms used in the international goods trade. They regulate the delivery, transport and acceptance terms for goods.  

  • J for Jumbo Truck

    Jumbo Truck 

    • A lorry with a particularly large load volume. Is primarily used to transport voluminous goods (e.g. packaging materials).  

  • K for Kerbside Delivery

    Kerbside Delivery 

    • Delivery to kerbside. The recipient is generally responsible for the unloading. If unloading equipment has been booked as an additional service, the goods are unloaded kerbside (however, they are usually still unloaded on the drive or in a way that does not cause an obstruction, in the interest of a good customer relationship).  

  • L for Less Than Truckload (LTL) and Full Truckload (FTL), Loading Meter, Lorry Crane or Lorry

    L for Less Than Truckload (LTL) and Full Truckload (FTL) 

    • Goods that are transported as partial or full lorry loads directly to their destination, without the use of a groupage hub.

    • LTL = less than truckload (lorry not filled to capacity)

    • FTL = full truckload (lorry filled to capacity) 

    Loading Meter  

    • Unit of measurement used in the freight transport and logistics business for the carrying dimensions or capacity required.  

    Lorry Crane 

    • Vehicle equipped with a jib crane for unloading. The goods are unloaded with the aid of a manually or automatically operated crane designed for the vertical/horizontal movement of loads.

    Lorry (heavy goods vehicle) 

    Lorries come in a wide range of sizes and designs: 

    • 7.5 tonne lorry: Carrying dimensions 600 x 240 x 220cm; maximum payload 2.2 tonnes 
    • 12 tonne lorry: Carrying dimensions 720 x 240 x 245cm; maximum payload 5 tonnes
    • 18 tonne lorry: Carrying dimensions 740 x 240 x 245cm; maximum payload 8.5 tonnes 
    • 40 tonne lorry: Carrying dimensions 1360 x 240 x 260cm; maximum payload 24 tonnes 
  • P for Package, Packaged/Groupage Goods, Packing unit, Pallet Truck, Pallets or POD (Proof Of Delivery)

    Package  

    • A package is the smallest unit goods can be dispatched in.  

    Packing Unit 

    • An entire unit of goods plus packaging material (e.g. pallet, pallet cage).

    Pallet Truck 

    • Piece of lifting equipment for transporting pallets safely across even ground.

    Pallets 

    • Loading aids used in warehouses and during transport. Learn more about the BayWa r.e. pallet here.  

    POD (Proof Of Delivery) 

    • (Usually electronically) signed confirmation of delivery. 

  • Q for Quality

    Quality 

    • Refers to the extent to which a product meets the existing requirements. In order to check this, for example on receipt of a product, a visual inspection should be carried out straight away. Look over the goods to see whether they have been delivered in good condition. If this is not the case, you should immediately notify us of this via our complaints' management process. 

  • R for Receipt(-confirmation), Release Delivery Authorisation or Returns

    Receipt(-confirmation)

    • Confirmation that a service or product has been received. Once a confirmation of receipt has been signed, the service or product is considered to have been delivered. 

    Release Delivery Authorisation  

    • Written authorisation that the goods can be unloaded ("released") at the delivery address without anyone being physically present. The goods legally are considered as delivered and accepted. The recipient bears the full liability in the event of theft or goods damage.  
    • Such a release delivery authorisation must be sent via email, and it must be possible to clearly allocate the authorisation to a specific order/job.  
    • A release delivery authorisation can be used if the goods can also be unloaded by the lorry crew themselves without assistance. However, this is deemed unacceptable if the goods exceed a length of 2.4 metres, for example. Another important aspect is the condition of the access road surface, as again, the lorry crew cannot be expected to effect a delivery without assistance with the aid of a tail lift and a pallet truck on a gravel road, for example.  

    Returns 

    • Returning goods. Customers send previously purchased goods back to the seller.  

  • S for Signature, Standard Delivery or Swap Body

    Signature  

    •  A signature on the delivery documents, for example, proves that the goods have been delivered in full and without any obvious damages.  

    Standard Delivery 

    • Delivery within one to three days from the order date. 

    Swap Body

    • A body for lorries and trailers that can be swapped from one to the other. Also known as an exchangeable container or interchangeable unit.  

  • T for Tail Lift Lorry, Toll, Track & Trace or Transport Costs

    Tail Lift Lorry 

    • Box lorry whose tail can be lowered to ground level for easier loading and unloading. 

    Toll 

    • Road user charge. Charge due for the use of roads, bridges, tunnels or motorways. Tolls are charged by way of a user contribution to their financing. 

    Track & Trace 

    • The status of a delivery can be tracked/monitored until its delivery/acceptance. Customers are usually sent a delivery link that enables them to digitally track the status. 

    Transport Costs 

    • Costs incurred for the transport of goods. These vary depending on several factors such as weight/space required/route driven/diesel floater/additional services, for example. 

  • U for Unloading Site or Unmarked Shipping

    Unloading Site  

    • Are there any access obstacles (e.g. bridges/maximum height/maximum weight restrictions)?
    • Other unusual features.

    Unmarked Shipping 

    • The recipient does not learn which supplier supplied their goods (unmarked delivery note). 

  • W for Wasted Journey or Well-Organised

    Wasted Journey 

    • It was not possible to deliver the goods. This results in another delivery attempt, which leads to additional costs. To avoid wasted journeys, booking a fixed or express delivery date/a scheduled delivery time is recommended, particularly if the goods are to be delivered to a construction site/an end customer.  

    Well-Organised 

    • Being well-organised means ensuring that the entire process preferably runs smoothly, from the initial consultation to the completion of the PV system installation. 

  • X for XYZ Analysis

    XYZ Analysis 

    • Analysis of the range carried out in order to identify differences in the regularity of consumption. The classification is as follows:
      X = constant consumption, rare fluctuations
      Y = fluctuating consumption, mostly for seasonal reasons 
      Z= irregular consumption 

  • Y for Yoga

    Yoga 

    • Even during logistics processes that have been perfected, things don't always run smoothly. Sometimes, a short yoga session can help you to breathe more easily and keep calm. 

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