FAQs - Frequently Asked Questions

For deliveries abroad, customs and import fees may be incurred in the destination country. These fees are always the responsibility of the recipient. For deliveries outside the EU, customs documents must include information about the product category and content in addition to the value of the delivery. Due to legal obligations and to simplify the process for our customers, we reserve the right to provide this information. Occasionally, customs may open deliveries for inspection – this cannot be influenced. Customs or import fees are charged once the package reaches your country. Fees for customs clearance are your responsibility; we have no control over these fees and cannot predict their amount. Customs regulations vary significantly from country to country. If you want more information, it is best to contact your local customs office.

If you wish to return a damaged item, please use the return form linked here to ensure a transparent and quick processing of your return. You can print this return form or fill it out on the screen and then send it to us by email at mbgtc_retoure@mercedes-benz.com. To validate whether the complaint is justified, our returns department needs pictures of the damages. Please send these directly with the return form.

If you wish to return a wrong item, please use the return form linked here to ensure a transparent and quick processing of your return. You can print this return form or fill it out on the screen and then send it to us by email at mbgtc_retoure@mercedes-benz.com.

Through our online shop, you can order from the following EU countries: Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France, Greece, Ireland, Iceland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus (Greek side) and from the following non-EU countries: Albania, Bosnia and Herzegovina, Liechtenstein, Morocco, Switzerland, Serbia, United Kingdom (U.K.). If you want to order from a country not listed (non-EU), please contact us by email at mbgtc_parts@mercedes-benz.com.

No, currently there is no option to choose between consolidated or individual shipping of packages.

Yes, express delivery is possible. Express orders from Monday to Thursday (until 2:00 PM, except on holidays) leave our warehouse on the same day and, if possible, are delivered the next day. However, this is only possible within Germany. Delivery to German islands and abroad takes longer. Please note that we do not offer standard Saturday delivery. If you wish for (surcharge) Saturday delivery, please contact our customer hotline at +(49) 711 - 17 70 000, Monday - Friday from 8:00 AM - 5:30 PM. Please also note that shock absorbers are not shipped via express due to hazardous material regulations. The costs of express delivery are listed separately for each product.

No, due to the size of the parts, tires, and wheels, it is currently not possible to specify a packing station as a drop-off location.

Regardless of a value limit, the costs of return shipping must be borne by the buyer after cancellation.

Our quality standards apply not only to our products but also to our service. Therefore, we place great importance on punctual and reliable delivery. Through continuous improvements, we regularly optimize our logistics process to provide you with the best possible service. Orders of usual scope from our webshop typically arrive within 2-4 business days. Express orders (Monday to Friday, until 2 PM, except on holidays) leave our warehouse on the same day, provided payment has been received, and are delivered the next day if possible – but only within Germany. For deliveries to German islands and abroad, the shipping time is extended. Currently, we do not offer express delivery for international shipping.

If you realize after placing your order that you have provided the wrong delivery address, please contact us directly at mbgtc_auftragsabwicklung@mercedes-benz.com.

For automatic calculation of international shipping, our webshop always calculates based on the cheapest alternative - container freight by ship or train. If you need goods overseas particularly quickly, please contact our customer hotline: +(49) 711 - 17 70 000, Monday - Friday from 8:00 AM - 5:30 PM. There are almost always ways and possibilities. However, shipping by air freight is associated with significantly higher costs. Therefore, we ask you to contact us for individual clarification in such a case.

If your order was shipped via UPS, you can track the status of your shipment by visiting the page: https://www.ups.com/track?loc=de_DE&requester=ST/ and entering your tracking number that you received by email. Please note that the shipment status is only available the next day. When shipping by freight forwarder, there is a tracking number. To inquire about the shipment status, please contact the freight forwarder directly, which we have provided to you by email and phone number.

As soon as your order leaves our warehouse, we will send you a shipping confirmation by email.

Business customers: To change your billing address, we need the business registration or re-registration from your company. Please send this to our mbgtc_auftragsabwicklung@mercedes-benz.com by email.

Private customers: You can send your address changes to us by email at mbgtc_parts@mercedes-benz.com.