FAQ

Registration

I am a new customer. How can I register?

If you are a new customer, you can access the B2B portal via the following link.

I am already a customer of thyssenkrupp Schulte. How can I register?

If you are already a customer of ours, you can access the B2B portal via the following link.

Login and Logout

Why do I have to log in?

Based on your login, we can assign your individual conditions and offer you the best possible service.

Why do I have to log out?

Unless you have activated the "stay logged in for 8 hours" function, you will be automatically logged out after 30 minutes. However, for security reasons, we recommend that you log out of the B2B portal after every transaction to prevent unauthorized access to your user account.

Will my account still work after I log out?

Yes. Logging out only means that you are no longer active in the B2B portal. As soon as you log back in with your access data, all information will be available to you.

Why can't I log in?

Please check the following steps first:

Under Log in, enter your access data consisting of e-mail address and password. If you receive an error message for the e-mail address, your access is blocked or you have not registered. If you receive an error message that your password is incorrect, click on the "Forgotten password" link.

In case of other reasons please send us an e-mail with description of the problem to support.tks@thyssenkrupp-materials.com.

I don't know my password. How can I login?

No problem. Go to "Login" and click on "Forgot password" to get a new password sent to your e-mail address. With the e-mail you will receive a link to enter a new password.

My Account

How can I change my password?

You can change your password in the "My Account - Profiles & Addresses" section under "Settings". 

Can I delete my account?

If for any reason you wish to delete your data and thus delete your online account, you can request this in the "My Account - Profiles & Addresses" section under "Settings".

Security

Is my data protected?

Your data is safe with us. It will only be used within the framework of the existing business relationship between you and thyssenkrupp Schulte GmbH.

Products, Prices and Availability

Is the material online of lower quality?

The material offered online is identical to the material you usually buy from us. Quality is very important to us, so you will not notice any differences.

I cannot find the material I am looking for.

In individual cases it may happen that we do not yet offer a material online. If you do not find what you are looking for, simply use the contact form to request the item you are looking for.

Why does the calculated weight differ from the one in the order confirmation?

The actual weight is not determined until the materials are weighed. This procedure complies with the applicable standards and tolerances. This is common practice in the steel trade. Therefore, there are differences in prices and weights between the order and the invoice (see also Weight).

How do I see my individual prices?

As soon as you have logged in with your access data, your customer-specific prices will be displayed automatically.

Do I get a quantity discount?

Our B2B portal already calculates quantity discounts on material level and individually agreed scale prices with you.

Why does the price on my order differ from the price on the invoice?

The actual weight is determined only when the materials are weighed. This procedure complies with the applicable standards and tolerances. This is common practice in the steel trade. Therefore, there are differences in prices and weights between the order and the invoice (see also Weight).

Smart match

What is smart match?

With the smart match function of the B2B portal, you can conveniently find all materials available online according to the article numbers or search parameters you use via the quick search. In order to incorporate your article numbers into the B2B portal, please contact us via the contact form.

Dimensions and Weight

What are commercial lengths?

Our products are partly available in different commercial lengths. A commercial length is always a length or size classified according to the valid standard, which is within the respective tolerances. Typical commercial lengths are 3,000 mm and 6,000 mm for long material, additionally 12,000 mm for tubes.

Can I also order a fixed length?

Currently we mainly offer standard sizes and commercial lengths. Many products can be additionally cut to length individually.

Why does the weight on my order differ from the weight on the invoice?

The theoretical weight we indicate in the B2B portal refers to the expected weight per piece and in the totals. The actual weight is determined only when the materials are weighed. This procedure complies with the applicable standards and tolerances (see also Prices).

Certificates

What does a certificate cost?

You can always see the price for the respective certificate type directly above the order button on the product page.

How do I order a certificate?

It is best to order a certificate directly with the material by selecting the desired certificate type directly above the order button on the product page.

Can I order a certificate at a later date?

Yes, but this is only possible under certain conditions. If you would like to order a certificate at a later date, please contact us as soon as possible using the contact form. We will then check for you whether the certificate is still available and contact you.

Where can I find my certificates?

The certificates are sent by e-mail to the e-mail address you provided. If you have entered a different certificate recipient with us, the certificates will be sent to this address.

In addition, you can download them in the "My account" area on the corresponding order detail page.

Which certificates can I order?

With our products we guarantee the highest possible quality standard. In order to provide this guarantee to your customers, you can order works certificates 2.2 and acceptance test certificates 3.1 according to DIN EN 10204 for our metals.

The quality of material (e.g. mechanical properties) cannot always be judged with the naked eye. A well-known example of this is counterfeit branded clothing sold as originals. This is also possible with metal, as it is often difficult to tell from the outside whether the material meets the requirements. Test seals as well as product names can also be faked here.
For this reason, the non-specific works certificates and specific acceptance test certificates were introduced. These are always created individually for your order.

First of all, we would like to point out that you can be sure that our material meets the highest possible quality standards.

On the document you will find all the information about:

Material description (e.g. alloy, dimensions, weight)

Chemical analysis (percentage of chemical elements)

Mechanical properties (e.g. tensile strength)

What are the differences between the certificates?

A distinction is made between four types of test certificates, all of which confirm the conformity of the order (source: Beuth Verlag).

• The factory certificate and the factory test certificate are certified directly by the manufacturer.

• The acceptance test certificate is certified by the manufacturer's production independent authorized representatives.

• The acceptance test certificate 3.2 is certified by the manufacturer's inspection representatives independent of the production department and by the inspection representatives appointed by the purchaser or those specified in the official regulations. 

Important: Factory certificates and acceptance test certificates according to DIN EN 10204 are a special service and can be ordered from us at any time for an additional charge.

Order and Invoice

Can I make a change to my order?

It is currently not possible to change an order that has already been confirmed. Therefore, we ask you to cancel your order free of charge and re-enter it.

Where can I find my order confirmation?

You will receive your order confirmation by e-mail to the e-mail address you provided. If you have not received an order confirmation, please check the "SPAM" folder in your email account. It may happen that the order confirmation ends up in SPAM. You can also always find your order confirmations in the "My Account" section under on the corresponding order detail page.

Why do I not receive an order confirmation?

Please check the following steps first:

Do you receive a confirmation in the B2B portal that the order was successfully completed? Please check the "SPAM" folder in your email account. It may happen that the order confirmation ends up in SPAM.

The "Order" button in the shopping cart does not work. Please agree to our terms and conditions by checking the box. Once this is done, you can submit your order.

Where can I find my order number?

The order number is for the time being only a temporary order number, marked by a preceding "T-". This number will be replaced by a valid order number in the order confirmation, which you can use later to trigger repeat orders and retrieve details.

Where can I find an overview of my orders?

You can find the orders you have placed under "Orders" in your account.

Where can I find my invoice?

We will send your invoice by e-mail to the e-mail address you have entered in the B2B portal. You can also download it in the "My account" area on the corresponding order detail page.

Where can I find my old invoices?

If for some reason you can't find your old invoice, you can request it via the contact form.

Packing and Shipping

Why are packaging costs incurred?

To ensure that your material reaches you without damage, we will protect it with suitable packaging material. We use different packing material depending on the shape of the item.

How will my order be delivered?

We deliver orders only by freight forwarding company according to our route schedule.

What are the delivery costs?

You can see the amount of the delivery costs in your shopping cart. 

Why are delivery costs incurred?

Our delivery charges are the costs incurred on delivery due to surcharges such as truck tolls and fluctuations in fuel prices (truck diesel).

How long does the delivery take?

The delivery times shown in our portal are based on our average delivery times for the respective item. In individual cases, delivery may be faster or later. We will inform you of the actual delivery time in the order confirmation. You will receive the order confirmation by e-mail. If the delivery is overdue, you can see the current status of your order on the corresponding order detail page in your user account. If the information here is not correct, please use our contact form.

What do I have to consider for the delivery?

Please tell us in the order which unloading options are available at the delivery address.

Complaint

Where can I report damage to my material?

We are sorry that there were problems with your order. Would you like to tell us what happened? Then please send us a message via the contact form in which you describe the problem. We will get back to you as soon as possible.

My delivery was not on time. Where can I complain?

Please accept our apologies that your material did not reach you on time. We would like to know what exactly contributed to this in order to improve our delivery reliability. Please send us your complaint via contact form so that we can decide how to accommodate you in this case.