I have not received my delivery – Help

If you have not received your KETTLER order at the expected time, this guide will help you quickly resolve the issue and successfully receive your delivery.

Steps to Check Your Delivery

Please follow these simple steps to clarify the whereabouts of your delivery and arrange for a redelivery.

1. Check the Delivery Method

First, please check which shipping method was used for your order. Depending on the product, delivery is made via different service providers:

• : Delivery by freight carrier
  – IDS Logistik
  – DHL (freight shipping)

• Parcel shipments:
  – DHL
  – DPD

2. Use Shipment Tracking

With your received a tracking number. You can check the current status of your delivery via the following links:

DHL

Shipment tracking:
https://www.dhl.de/pakete-empfangen/verfolgen.html

Typical format of the tracking number:

• 10–20 digits, numeric
  Example: 1234567890

• or internationally starting with “JD”, “JJD” or “0034…”

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DPD

Shipment tracking:
https://tracking.dpd.de

Typical format of the tracking number:

• 14 digits, numeric
  Example: 01234567890123

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IDS Logistik (Freight Shipping)

Shipment tracking:
https://www.ids-logistik.de

Typical format of the tracking number:

• Freight or shipment number, usually 6–10 digits, numeric

• Alternatively, reference number according to shipping notification

Note: For freight shipments, delivery is made after a telephone appointment. Please check whether an easily reachable phone number has been provided.

3. Contact the Delivery Service

If your delivery is delayed or could not be delivered according to the shipment tracking, we recommend contacting our customer support.

4. Check the Delivery Address

Please check whether the delivery address provided in your order is correct. For parcel deliveries, also check if the name given with the order appears on the doorbell.
If there is an error, please contact our customer service so we can arrange a redelivery to the correct address.

Contact KETTLER Customer Service

If you still need assistance after completing the steps above, our friendly and competent customer service team is happy to help. You can reach us using the following contact options:

• Email: [e-mail]
• Contact form on our website: https://www.kettlershop.com/kontakt

Additional Helpful Tips

- Have your order number ready to identify your order. - Check your emails regularly for notifications from the shipping provider. - Note the names and contact details of the contacts at the delivery service in case further questions arise.

At KETTLER, we place the highest value on quality, safety, and innovation – including the delivery of your products. We thank you for your trust and look forward to assisting you in resolving your delivery issue.

Visit our website for more information: https://www.kettlershop.com