Shipping policy

1. Introduction

At Hitzental, we offer reliable and efficient delivery options to ensure that your order reaches you quickly and smoothly.

Depending on the size of your order, we offer both parcel delivery and freight delivery. You can select the appropriate shipping method during checkout. Some products may only be available with one shipping method due to their size and weight.

2. Shipping Methods

Parcel Delivery

For smaller orders, we use DPD to deliver your goods directly to your door. Parcel delivery is ideal for smaller orders, such as sample packs or lighter products.

  • Delivery time: Usually 5-7 business days within Germany.

  • Cost: Free delivery within Germany. Deliveries to other EU countries may incur additional costs.

Freight Delivery

Larger orders, such as pallets of coal or wood briquettes, are delivered by a freight carrier.

Our freight partners deliver pallets to the kerbside of your home, business, or garden. Please note that you are responsible for unloading the goods and transporting them onto your property.

  • Delivery time: Usually 7-10 business days for freight deliveries.

  • Cost: Free delivery within Germany. Please contact us for delivery charges outside Germany.

3. Leave-in-Place Permission

If you would like your pallet to be delivered without you being present, you may give us permission to leave it in an agreed location on your property.

You can select this option during checkout. Once your order has been handed over to our freight carrier, you will receive an email notification. No further contact is required, and the delivery will take place within the stated timeframe.

4. Scheduled Delivery

If you would like your order delivered on a specific date, you can use our scheduled-delivery service.

Several days before delivery, the freight carrier will contact you by SMS or email with suggested delivery dates. You can select a suitable date and confirm the delivery.

  • Scheduled-delivery fee: EUR 19.95 per delivery.

Please ensure that an adult is present at the delivery address to accept the goods. If nobody is available, additional delivery charges may apply.

5. Delivery Restrictions

We deliver throughout Germany, including islands connected to the mainland by road, such as Usedom and Rügen.

Islands that can only be reached by ferry or ship are excluded from delivery.

If the delivery truck cannot reach your property due to access or road restrictions, we may deliver the goods to a nearby alternative address. You are responsible for transporting the goods from that address to your location.

6. Delivery Conditions

All freight deliveries are made using trucks equipped with tail lifts and pallet trucks.

The unloading area must be level, firm, and accessible. Delivery over gravel, loose surfaces, or slopes is not possible.

For 12-tonne trucks, access roads must be at least:

  • 2.70 metres wide

  • 3.60 metres high

For larger deliveries using 40-tonne trucks, access roads must be at least:

  • 2.70 metres wide

  • 4.30 metres high

  • 5–8 metres of manoeuvring space

7. Failed Deliveries and Additional Delivery Charges

If you are not present on the agreed delivery date, the freight carrier will make a second delivery attempt.

The second delivery attempt incurs an additional charge of EUR 50.

If the goods are returned, the cost of return transport will be deducted from your refund.

Please inspect your delivery for possible transport damage and report any damage to our customer service team immediately.

8. Returns and Refunds

For more information about returns and refunds, please see our Refund Policy.

Frequently Asked Questions

When will my order arrive?

Parcel deliveries usually arrive within 3–5 business days. Freight deliveries usually take 5–7 business days. Delivery times may vary depending on your location.

How much does delivery cost?

Delivery within Germany is free of charge. Deliveries outside Germany may incur additional shipping charges depending on the destination.

Can I track my delivery?

Yes. You can track parcel deliveries through DHL. Once your order has been shipped, you will receive a tracking number by email.

Tracking is currently not available for freight deliveries. However, you will receive a notification once the goods leave our warehouse.

Do you deliver internationally?

Yes. We currently deliver throughout Germany and to selected EU countries. Please contact us for shipping costs outside Germany.

Can I choose a preferred delivery date?

Yes. With our scheduled-delivery service, you can select a delivery date. This service costs EUR 19.95.

Can I change the delivery address after placing my order?

No. Once your order has been confirmed, the delivery address cannot be changed. Please check your delivery address carefully before completing your order.

What happens if I am not at home on the delivery date?

If you selected the leave-in-place permission, you do not need to be at home because the goods will be left at the specified location.

If you selected scheduled delivery and are not present, a second delivery attempt will be made, which may incur additional charges.