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  2. FAQ


General questions

How do I set a customer account up?

To set a new customer account up please click at "Log in" in the top right corner of your screen followed by clicking "Register now" ("New to our online shop?") and filling out the required form. Once you have submitted the form you will receive a confirmation via email. Through your personal customer account, you can now monitor your orders, administer your personal data, save your desired items in your watch list and place your orders even faster.

Where do I monitor my orders?

To monitor your order please click at "Log in" in the top right corner of your screen and log in. On the left-hand site, you will find the icon "my orders". By clicking at that icon, you will see your orders.

How to reorder what you bought in the past?

Your last order was to your satisfaction and now you would like to reorder some parts of it or even the entire shipment? That’s easily done if you follow these steps:

  • First, click at orders in your account
  • Select the one you wish to get some or all products of again
  • Then you will see all items from the previous shopping basket
  • on the left side you can choose the items you wish to reorder; simply tick the box of each product you would like to receive again
  • after selecting all desired products, click add to cart
  • on the following page you can review your new order
  • proceed to checkout leads you to the summary of your order, which is where you can redeem vouchers or change either billing or shipping address if needed
  • The order will be finalized by clicking order now

Bestellungen wiederholen: Ein Beispiel

Can I specify different billing and shipping addresses?

If a person orders hygiene material for others it might be practical to send these products straight to the place where they are needed. Therefore, we offer the option to enter a shipping address that differs from the billing address.

To do so, please click Lieferadresse bearbeiten in your account. This tab is located overview menu right under the tab addresses. On the following page you will be able to determine, whether the data you just added is supposed to be the standard billing address or shipping address.

Another way to change an address is when you get to the summary of your current order. Before you click “order now”, you have the chance to correct or replace the billing or shipping address – or both if needed.

Adressen bearbeiten: Ein Beispiel

How do I write a review?

After completing your order, you will receive a link from TrustedShop, subject to you have agreed on this, where you can evaluate us and provide your feedback. You will also have the option to evaluate single articles by clicking at each product for which you may want to provide your feedback and then use the option "customer reviews".

How do I register for the newsletter?

Click at this link, fill out the required form and you will receive our monthly newsletter.

How to unsubscribe the newsletter?

Should you wish not to receive our newsletter any longer you can simply use the link "unsubscribe newsletter" and submit your email address. Once you have submitted the request to unsubscribe you won`t receive newsletter anymore, however if you change your mind, you can always subscribe for the newsletter again.

How can I enable / disable push notifications?


Visitors to our website have the option of activating push notifications. So-called push messages are special messages that are displayed directly on your PC. The messages are very short and are usually displayed in the lower right corner of the screen. Like many other companies, Citycare24 also uses this news to provide information about new products, offers and discounts..

Enable push notifications

If you are on our Citycare24 website for the first time, you have the possibility to enable push notifications.

You have the choice to enable notifications on various topics. You can also close the info box by clicking on "No, thanks" and thus decline to receive notifications. If you sign up for push notifications, you can turn them off at any time. We explain how this works in the next section.

Disable push notifications

There are several ways to turn off push notifications. As a basic info, you need to know that push notifications are displayed on your computer through your web browser. Web browsers are programs that you use to access the Internet (such as Google Chrome, Mozilla Firefox, Safari, Microsoft Edge, etc.). This means that to deactivate the notifications, you must first open your browser and then deactivate the notifications from Citycare24 under Settings - Notifications.

We have summarized the instructions for the most popular browsers for you:

Google Chrome

  1. Open Google Chrome and go to the icon with the three dots ("More") in the upper right corner.
  2. Select the settings.
  3. Select Privacy & security in the left column.
  4. Select Website Settings.
  5. Scroll to the Permissions section and select Notifications.
  6. You will now see a list of all websites that are allowed to send you notifications. Select Citycare24 from the list and click on the three dots icon.
  7. Click Block or Remove.

Mozilla Firefox

  1. Open Mozilla Firefox and click the three bars icon in the top right corner.
  2. Click Settings.
  3. Select Privacy & security in the left column.
  4. Scroll to the Permissions section and click Settings next to Notifications.
  5. You will now see a list of all websites that are allowed to send you notifications. Select Citycare24 in the list and change the status from allow to block or remove the website from the list.

Microsoft Edge

  1. Open Microsoft Edge and click the three dots icon in the top right corner.
  2. Click Settings.
  3. In the left column, select Cookies and site permissions.
  4. Scroll to the All Permissions section and click Notifications.
  5. You will now see a list of all websites that are allowed to send you notifications. Select Citycare24 from the list and click on the three dots icon.
  6. Click Block or Remove.

Apple Safari

  1. Open Safari and click Preferences.
  2. Click Websites, and then select Notifications.
  3. You will now see a list of all websites that are allowed to send you notifications. Select Citycare24 in the list and change the status to not allowed.

Please note that we at Citycare24 cannot deactivate the notifications for you! Unlike an e-mail distribution list, there are no lists from which we can remove you. Notification settings are stored in your browser and must be disabled in your browser.


Do I have to be registered at Citycare24 to place an order?

No, you do not need to be registered to order from us. After confirming your shopping cart, you just have to submit your personal data to complete your order. To avoid that you have to fill in our data for every single order you may consider registering and set a customer account up, though.

Can I order via telephone at Citycare24?

Yes, you can place your order also via phone (+49(0)4298 9067 370), we do however recommend ordering via our online shop to avoid any discrepancies pertaining your name or address. Please be advised that we can only accept a pre-payment for orders placed via telephone.

Can I change or cancel my orders retrospectively?

Separately from your legal right of revocation you can simply change or cancel your order, if it has not been paid or shipped. Should you have paid already, but the shipment was not yet shipped at the time of your cancelation then you will get a refund from us. If you wish to change or cancel your order please get in touch with us via email ( service@citycare24.de ) or give us a call ( +49 (0) 4298 9067 370 ). If you already received your order, please have a look at our disclaimer and be aware of our cancellation policy.

What happens after I submitted my order to Citycare24?

After submitting your order, you will receive an order confirmation via email. Once we have received your payment, we will prepare your order for shipping and send you an email with your shipment tracking code. As soon as your package is ready it will be picked up by the courier.

Can I order samples?

For some products we do offer to ship free samples, however those samples can only be shipped within Germany. For further information please get in touch with us via phone (+49 (0) 4298 9067 370 ).

Do you have a minimum order value?

No, we do not require for a minimum order value. But please know that shipping generally is 4,99 € within Germany. While for orders exceeding a value of 79€ we offer free shipping within Germany.

You are missing an article in your order?

Please check again your order and order confirmation, if you are still missing an article do not hesitate to contact us.

Delivery/ shipping

How long does a delivery take?

Shipping takes usually 1-3 days within Germany. Please find information about international shipping.

How do you ship items with different delivery times?

If you order items with different delivery times, we ship all products together. Hence, the date of shipping is according to the item with the longest delivery time.

What are the costs for shipping?

We charge EUR 4,99 per order for shipping within Germany while for orders exceeding a value of 79€ we offer free shipping within Germany. Please find more information here.

Do you deliver abroad?

Yes, we do deliver abroad. Please find an overview about shipping costs for international deliveries here.

Do you offer neutral packaging?

Yes, for a surcharge of 1€ we gladly ship your order in neutral packaging.

What to do when my delivery did not arrive?

After every order you receive a shipment tracking link. If there was no delivery attempt after 4 days within Germany do not hesitate to contact us.

What do I do if I am not at home during delivery?

DHL shipments can be managed via internet. You can request a delivery to your neighbor, a delivery to a packing station or you can choose a different delivery date. Please get in touch with DHL.


Which payment methods do you offer?

We offer the following payment methods: VISA, MasterCard, PayPal, American Express, instant transfer, Amazon Payments, direct debit, pre-payment, invoice service by Klarna. Please find further information here.

What to do if PayPal does not work?

Please get in touch with us if PayPal does not work.

How do I get a copy of the invoice?

Please get in touch with us to get a copy of your invoice.

Cancellation, returns and defective items

How do I cancel my purchase?

To make use of your right of cancellation you have to inform us ( Citycare24 GmbH, Bergstraße 100, 28865 Lilienthal, Deutschland, Tel.: +49 (0) 4298 9067 370, Fax: +49 (0) 4298 9067 369, Email: service@citycare24.de) with a clear statement via e.g. mail, fax or email.

How long does it take to get a refund after a return?

If you cancel the contract with us, we will immediately refund all payments you made including shipping costs (except additional costs that may have arose if you chose a more expensive delivery type than our cheapest regular delivery type). Latest we will refund your payment after fourteen days after we received your statement of cancelation.

Please pay attention to our cancellation policy.

What to do if a product is damaged or a device does not work?

Please get in touch with us and let us know which device is not working and try to describe the defect as precise as possible. Then we will check your request and get back to you as soon as possible.

Is a return for free?

Please pay attention to our cancellation policy as well as to guideline for returns.

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