Personal Consultation
Would you like a personal consultation by phone? No problem! You can reach us by phone Monday to Friday between 9:00 a.m. and 5:00 p.m.: +49 4101 39050
If you have any questions, feel free to contact us via our contact form.
Retailer Catalog, Custom Requests & Product Range
I can’t find a specific product in your shop anymore—what now?
If you can no longer find a specific product in our shop, we have most likely removed it from our range. However, upon request, tea can potentially be blended again for you starting from a quantity of 15 kg. For further details, please contact our customer service:
contact@theodormaass.de
Where can I get a retailer catalog?
Where can I get the White Label catalog for custom solutions (e.g. logo integration, personalized gift boxes)?
My Account
How does the registration process work for B2B customers?
To shop in our B2B store, you first need to
create a customer account here
. We will then check whether proof of your commercial activity as a reseller is valid. If so, you will receive a confirmation email for a successful registration and can then shop in our B2B store as a logged-in B2B customer. To shop with us as an EU customer outside Germany without VAT, you must enter your VAT ID under “Personal Profile”.
Where is my customer account and what is it?
By clicking the “My Account” button at the top right and then “Personal Profile”, you can either create a new customer account or log in to your existing account.
What can I find in my user account?
All information about your delivery addresses, invoices, as well as past and current orders.
I forgot my password. How can I log in?
You can easily request a new password via the following link:
Reset password
. Enter the email address you used to register with us. We will then send you an email with a link to set a new password.
How can I change my name and address?
To change your customer information, go to “My Account” and select either “Addresses” or “Personal Profile”. There you can easily update your personal details. If you would like to change the delivery address of an order you have already placed, please contact our customer service directly:
contact@theodormaass.de
Payment
Which payment methods and payment terms are available to me?
You can place your order on invoice and have a payment term of 14 days net. You can also choose the “Direct Debit” payment method (provided a direct debit mandate is on file with us) and receive a cash discount of 2% of the invoice amount.
If this payment method is not yet stored in your customer account, you can find the
registration form here
.
Please fill it out and send it to our
customer service
so that we can verify this payment method for you.
How do I receive my invoice?
No invoice is included with your delivery. When your order is shipped, the invoice will automatically be sent to you by email. If you did not receive an invoice or explicitly need a paper invoice in the parcel, please contact our customer service:
contact@theodormaass.de
Order
How can I cancel my order?
If you notice a mistake in your order or would like to cancel or change it for another reason, please contact our customer service as soon as possible
(
contact@theodormaass.de
). They will be happy to help you. As long as the goods have not yet been packed and invoiced, we can still cancel your order.
I would like to change an existing order— is that possible?
Unfortunately, we can no longer adjust your existing order, as the shipping process has already started and our shipping department is processing your order. We hope you can make the desired changes with your next order. Thank you for your understanding.
I did not receive an order confirmation—what now?
Please note that it can take up to 2 hours for the order confirmation to arrive in your inbox. Please also check your spam folder. If you can’t find it there either, please contact our customer service:
contact@theodormaass.de
Delivery & Shipping
How much are the shipping costs and which shipping service provider do you use?
Within Germany, a minimum order value of €150 applies for orders placed via the shop. Orders over €250 are shipped free of charge. For orders placed by phone, email, or fax, we offer free delivery from €250 as well.
For all other EU and third countries, a minimum order value of €450 applies. Shipping costs depend on the conditions of our shipping service providers. Alternatively, you can collect the goods from us free of charge.
You will receive an updated order confirmation after placing your order.
We currently do not offer express delivery. For all countries within the EU, we ship by default with UPS. In exceptional cases, for particularly large orders from one pallet upwards, we ship via a freight forwarder.
For further details, please contact our customer service: vertrieb@theodormaass.de
How long does it take for my order to arrive?
Unfortunately, we cannot give a general answer. Depending on whether the goods are already in our warehouse or sourced from an external partner, delivery times can vary between one and five weeks. For further information, please contact our customer service directly:
contact@theodormaass.de
Certain promotions (e.g. Black Friday or sales), holidays (e.g. Christmas or Easter), or internal processing can unfortunately lead to longer delivery times. Please take this into account when placing your order.
Where is my delivery?
Are you missing your delivery or did not receive a tracking number? Please contact our customer service:
contact@theodormaass.de
How can I update my delivery address?
For future orders, you can easily update your delivery address under “My Account” > “Addresses”. If you would like to update the delivery address of an order you have already placed, please contact our customer service directly:
contact@theodormaass.de
Which shipping service provider will my order be shipped with?
For all countries within the EU, we ship by default with UPS. In exceptional cases, for particularly large orders from one pallet upwards, we ship via a freight forwarder. For further details, please contact our customer service:
contact@theodormaass.de
Which countries do you ship to?
We ship to all EU countries, Switzerland, the United Kingdom, Canada, and Australia.
Can I choose a preferred delivery date?
You can arrange a preferred delivery date directly with our customer service. To share your preferred delivery date, please contact us by phone or email (Monday to Friday from 9:00 a.m. to 5:00 p.m.):
- Email: contact@theodormaass.de
- Phone: +49 4101 39050 (for international orders: +49 4101 390534)
Cancellation, Returns & Complaints
What can I do if my delivery is damaged or incorrect?
If you notice a defect, damage, or error upon receiving your goods, please contact our customer service immediately:
contact@theodormaass.de.
To process your complaint, we need your order number and some clear photos of the issue via email. Please keep the damaged item until the complaint has been resolved. Unfortunately, items that have already been disposed of cannot be processed.
How can I return my goods?
If you have changed your mind and no longer wish to keep the goods, you must return them at your own expense. Please inform our customer service in advance so we know to expect a return. In general, items can be returned within the 14-day cancellation period.
Important: You must cover the return shipping costs yourself. Please send the parcel to the following address:
Theodor Maass GmbH
Siemensstraße 51
25462 Rellingen
Germany
You do not need to include a cancellation form or similar in the parcel. As soon as the return has been processed, we will refund the corresponding amount in the form of a credit note. Upon request, we can also transfer the amount back to you.
Newsletter
Our B2B newsletter is specifically designed for our business customers. We regularly share information about promotions, new products, events, and exclusive collaboration opportunities.
How do I sign up for your newsletter?
On our website, you can leave your name and email address.
Here
you can find more information:
Newsletter
How do I unsubscribe from your newsletter?
You can unsubscribe directly via the unsubscribe link at the bottom of every newsletter email. If you have any issues with this, please contact our customer service:
contact@theodormaass.de
Further Information
Where can I find your organic certification?
You can view our organic certification here.
Contact
Would you like a personal consultation by phone? No problem! You can reach us by phone Monday to Friday between 9:00 a.m. and 5:00 p.m.: +49 4101 39050
When and how can I reach customer service?
Couldn’t find your answer on our FAQ page? Then feel free to contact us directly. You can reach us by email or phone at the following times: Monday to Friday from 9:00 a.m. to 5:00 p.m.
- Here you can find our contact form
- Phone +49 4101 39050 (for international orders: +49 4101 390534)