HELP/FAQ
The most frequently asked questions at a glance
Here you’ll find answers to our customers’ most common questions. Below, we’ve clearly summarized the questions we receive most often, grouped by topic.
If you can’t find the right question there - or the answer you were hoping for - please contact our customer service team. We look forward to hearing from you.
General questions
If you have any further questions, please do not hesitate to contact our customer service:
- By email: service@tomrockets.com
- Via our contact form
- WhatsApp: +49 1525 2990341 (Monday to Friday between 8 am and 4 pm)
- Chat (active on our website from Monday to Friday between 8 am and 4 pm)
You can contact us at any time as follows:
https://tomrockets.com/en/faq/detail/019473e49ade7a3480eef42a0b50b0c6
?pageId=&categoryId=0191f4c314af72ce8a4e09a12d9887c1
- By email: service@tomrockets.com
- Via our contact form
- WhatsApp: +49 1525 2990341 (Monday to Friday between 8 am and 4 pm)
- Chat (active on our website from Monday to Friday between 8 am and 4 pm)
We recommend that you subscribe to our newsletter to receive regular information about new products, exclusive offers for customers and discount campaigns.
You can subscribe to our newsletter here.
https://tomrockets.com/en/faq/en-faq-general-questions
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You can subscribe to our newsletter here.
Payment
We currently provide the following payment options:
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- Credit card (Master Card / VISA)
- Sofortüberweisung
- PayPal (you have to actively send us the money via PayPal)
- Bank transfer
For safe and convenient shopping, we offer you the following types of credit cards for payment:
https://tomrockets.com/en/faq/detail/01924cb2f13c739a99da2fe8d5c00ddc
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- VISA
- MasterCard
- American Express
The amount will be debited from your credit card immediately, so we are able to ship out your order as soon as possible.
https://tomrockets.com/en/faq/detail/01924cb5302d7613948fa1823b860c50
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Payment in installments is unfortunately not possible due to our previous experience. We thank you for your understanding.
https://tomrockets.com/en/faq/detail/01924ccf6e1a7f23b504db95944ef473
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All prices listed on our website include VAT.
https://tomrockets.com/en/faq/en-faq-payment
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Poppers
Yes, we also deliver all poppers bottles discreetly and quickly to Austria.
https://tomrockets.com/en/faq/detail/019473ed24177726abf46c6a357f531b
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We have a wide range of poppers from the USA, Canada, UK, France and the Netherlands. The bottles are available in different sizes, between 8 ml to 40 ml.
We are constantly expanding our selection. So it's best to take a look on our website every now and then or register to our newsletter so that you’re always up to date.
If you are missing poppers flavors in our range, simply send us a message to our customer service here.
https://tomrockets.com/en/faq/en-faq-poppers
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We are constantly expanding our selection. So it's best to take a look on our website every now and then or register to our newsletter so that you’re always up to date.
If you are missing poppers flavors in our range, simply send us a message to our customer service here.
Questions about your order
Yes, the easiest and most convenient way for our customers to order is
online. As soon as we obtain your order, you will receive an order
confirmation by email from us.
Please note that we need a valid email address from you to process your order.
https://tomrockets.com/en/faq/detail/0191f4dff2b271c1867fc2e924892ad8
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Please note that we need a valid email address from you to process your order.
Yes, you can also ask for specific items that we have not listed in
our shop. Simply leave us a message with your request by using our contact form, specifying what you are currently looking for.
https://tomrockets.com/en/faq/detail/0191f4e528ad79459ee84b14447eeb2e
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After you have placed an online order, you will receive a confirmation by email in the next few minutes.
In case you have not received an order confirmation from us, please check your SPAM folder first to see whether the confirmation can be found there. If this is not the case, please contact our customer service here, we will take care of your request immediately.
https://tomrockets.com/en/faq/detail/0191f4e713d979b0930747a669b9d192
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In case you have not received an order confirmation from us, please check your SPAM folder first to see whether the confirmation can be found there. If this is not the case, please contact our customer service here, we will take care of your request immediately.
We will do our best to change your order as long as it has not yet been dispatched. A change is unfortunately no longer possible after the order has been shipped out.
You are welcome to contact our customer service, and we will process / cancel your order manually.
https://tomrockets.com/en/faq/detail/0191f4e8c0617857bbcc63312e20efa9
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You are welcome to contact our customer service, and we will process / cancel your order manually.
We try to plan our stocks as well as possible, but it can happen that one or the other article is unfortunately out of stock.
If this is the case, you can use the "Email me" - function in our shop to be informed by email as soon as the item is available again.
⚠ PLEASE NOTE: In order to be able to use the function, you have to be logged in with a customer account. Registration takes less than two minutes, and you will then receive loyalty points for future orders.
https://tomrockets.com/en/faq/en-faq-questions-about-your-order
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If this is the case, you can use the "Email me" - function in our shop to be informed by email as soon as the item is available again.
⚠ PLEASE NOTE: In order to be able to use the function, you have to be logged in with a customer account. Registration takes less than two minutes, and you will then receive loyalty points for future orders.
Returns & complaints
If you do not like an article, you can send the goods back to us within 14 days.
Please contact us before every return.
To meet the criteria for an eligible refund or replacement, you need to send us your order back within the set deadline of 14 days.
We will either exchange the item for a replacement item of your choice, or refund you the money using the payment method you selected.
However, the prerequisite for an exchange is that the goods are complete, unused, undamaged and returned to us with their original packaging. For shrink-wrapped and / or sealed articles, this means that, for reasons of hygiene, we can only take back items in their original shrink-wrapped state or with an undamaged seal.
Any incurred costs for such a return shipment are up to you.
https://tomrockets.com/en/faq/detail/019473f11ff473c9a33eb00f37567cea
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Please contact us before every return.
To meet the criteria for an eligible refund or replacement, you need to send us your order back within the set deadline of 14 days.
We will either exchange the item for a replacement item of your choice, or refund you the money using the payment method you selected.
However, the prerequisite for an exchange is that the goods are complete, unused, undamaged and returned to us with their original packaging. For shrink-wrapped and / or sealed articles, this means that, for reasons of hygiene, we can only take back items in their original shrink-wrapped state or with an undamaged seal.
Any incurred costs for such a return shipment are up to you.
You can send faulty articles back to us free of charge.
We will provide you with a return slip that you can request from our customer service here.
https://tomrockets.com/en/faq/detail/019473f3fe3b7c15b6d6564a17753857
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We will provide you with a return slip that you can request from our customer service here.
If you do not like the delivered items or if they are defective, we will
refund you the value immediately after receiving the undamaged items,
using the payment method you chose to pay your order.
https://tomrockets.com/en/faq/en-faq-returns-complaints
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Shipping & delivery
As soon as we have received your order, and it has been paid, we will process it as soon as possible.
It usually takes between 24 and 48 hours for your package to be delivered. Deliveries to other European countries outside Germany have an approximate shipping time of 2 to 4 days.
You will always receive our shipments in neutral and discreet packaging not revealing the type of content it contains.
https://tomrockets.com/en/faq/detail/0191f4f8177e703fac42702775dd00bb
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It usually takes between 24 and 48 hours for your package to be delivered. Deliveries to other European countries outside Germany have an approximate shipping time of 2 to 4 days.
You will always receive our shipments in neutral and discreet packaging not revealing the type of content it contains.
Unfortunately, we cannot deliver to PO Box or poste restante addresses,
as our transport service providers do not support this for consumer
shipping.
Alternatively, we can offer you shipping to DHL Packstations.
Would you like to have your package delivered to a packing station near you? Then register at DHL free of charge to use DHL Packstation.
https://tomrockets.com/en/faq/detail/0191f4fb0e337a12acedef23ef66a864
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Alternatively, we can offer you shipping to DHL Packstations.
Would you like to have your package delivered to a packing station near you? Then register at DHL free of charge to use DHL Packstation.
Currently, we ship to the following countries:
Austria
Belgium
Bulgaria
Czech Republic
Croatia
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Poland
Portugal
Slovakia
Slovenia
Spain
Sweden
United Kingdom
https://tomrockets.com/en/faq/detail/0191f4fcea1a7492a5624232dfbd2cb7
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Austria
Belgium
Bulgaria
Czech Republic
Croatia
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Poland
Portugal
Slovakia
Slovenia
Spain
Sweden
United Kingdom
We are happy to deliver your order to the address of your choice.
When ordering, you can provide us with a different address, e.g. to your company or to a DHL Packstation.
https://tomrockets.com/en/faq/detail/0191f505f4677fecae3e4a63a44678b2
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When ordering, you can provide us with a different address, e.g. to your company or to a DHL Packstation.
For shipments where this is possible, we will automatically provide an email that includes a link for shipment tracking as soon as your order has been shipped.
If you have created a customer account with us, you can also view the tracking link at any time in the orders in your customer account.
https://tomrockets.com/en/faq/en-faq-shipping-delivery
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If you have created a customer account with us, you can also view the tracking link at any time in the orders in your customer account.
Voucher codes
You can redeem a voucher in the shopping cart or in the cash register at any time.
Simply enter your voucher code in the "Enter voucher code" field in the shopping cart and click on the black ">" button to redeem your voucher.
The voucher will be added to your order, and you can then see it in the order overview.
https://tomrockets.com/en/faq/detail/0194739d89607647ae77c5d5de52c3b1
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Simply enter your voucher code in the "Enter voucher code" field in the shopping cart and click on the black ">" button to redeem your voucher.
The voucher will be added to your order, and you can then see it in the order overview.
You can only use one voucher code per order.
https://tomrockets.com/en/faq/detail/0194739eb46e7edbbe74eb866dcf6cad
?pageId=&categoryId=0191f4bfed1d7430b5536cd860c43a34
If you receive an error message when redeeming a voucher code, please contact our customer service
here, we will process your request immediately.
https://tomrockets.com/en/faq/en-faq-voucher-codes
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here, we will process your request immediately.
Your customer account & data
If you create a customer account with us, you will have the following advantages:
https://tomrockets.com/en/faq/detail/01924cecd13d7380bb5de537ce50f34a
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- Receive loyalty status and secure great discounts or postage-free deliveries
- Faster shopping thanks to saved user data and settings
- Save multiple delivery addresses
- Insight into your orders, including shipment information
- Add items to your wish list for further observation
- Manage your newsletter subscription
- And much more
You can easily create your customer account when you place your first order.
https://tomrockets.com/en/faq/detail/0194739402167a0ab27ce66232776677
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If you have forgotten your password, you can use the "forgotten password" function at any time and have a new password send to you.
You can then change this newly generated password in your customer account back to your chosen password.
https://tomrockets.com/en/faq/detail/01947397520c7d36bc6850625ba27312
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You can then change this newly generated password in your customer account back to your chosen password.
You can change your customer data at any time using the following link.
You just have to be logged in and click on the Change button under the respective menu item that you want to edit.
https://tomrockets.com/en/faq/en-faq-your-customer-account-data
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You just have to be logged in and click on the Change button under the respective menu item that you want to edit.
