FAQ

A good question is half the answer! You will find our frequently asked questions and the corresponding answers about the TACWRK in our FAQ section. Didn`t find your question? No problem, just contact us!

» Shipping, » Returns & Refunds, » Pre- Order, » Exchange, » Payment, » Orders, » Vouchers & Discounts, » Newsletter, Sales & Infos, » Reklamation, » Amazon & Ebay, » Showroom, » Loyalty Cards, » Sponsoring/Cooperations, » Customer Account, » Contact, » Availability

Shipping

  • How long does the shipping of my items take?
    As soon as your payment is received on our side, the order will be shipped. Please note that TACWRK doesn`t ship on weekends.
  • What are the shipping costs?
    You can find an overview of the shipping costs for all countries HERE! Within Germany, the shipping is 6,90 EUR. For orders of more than 99 Euro, the delivery within Germany is free of charge.
  • Can I have my order delivered to a Packstation (Germany)?
    Yes, you can have it delivered to a Packstation (applies to Germany only!). However, when ordering, make sure to add your Post ID number in addition to the Packstation number. Otherwise, the delivery to the Packstation is not possible.
  • My shipping status shows that the package will be returned to TACWRK. What now?

    Due to the pandemic, online orders & shipping have increased significantly. Unfortunately, this results in an increase of the number of parcels that are sent back to us every day due to shipping errors.

    Since it is no longer possible for our staff to resend individual parcels before they go through the regular return process, all parcels that reach us are automatically registered as returned and will get refunded. Therefore, a new order can unfortunately not be averted. Please reorder your items. This is the fastest way to receive your order. We kindly ask for your understanding.

  • Which delivery service providers do you work with?
    We work with DHL, DPD, FedEx and UPS.
  • A part of my order seems to be missing - what can I do?
    If there are any issues with your shipment, please contact our customer service directly by e-mail and refer to your order number. We will be happy to help you.
  • I didn`t receive my order - what can I do?

    Depending on the shipping service provider, there may be a delay in updating the tracking information of your parcel, or it may be left elsewhere, e.g. with a neighbour. If this is the case or if the shipment hasn`t moved for 10 working days, we can initiate an investigation. Please note that this may take several weeks, especially for international shipments.

    Please send us an e-mail describing the problem and we will try to help you as best we can.

  • Can I track my order?
    You always receive an email with shipping confirmation and tracking number on the day your parcel leaves our warehouse. Please use the tracking number to follow up on the delivery progress.

Returns & Refunds

  • When can I expect the refund for my return?
    We will always try to process returns as fast as possible. Please note that due to a high volume of returns, holiday periods, technical problems and other unscheduled disruptions, a processing time of up to 10 days may apply in individual cases.
  • How can I return an item or the entire order?
    If you wish to return an item or your entire order, please contact our customer service by e-mail with your order number. Customers from Germany and Austria will receive a free DHL return label on request for return items with a value of 40 euros or more. Find more information on returns HERE!
  • How do I know if and when TACWRK has received my return?
    As soon as the return is processed by our colleagues in logistics, you will automatically receive a notification. Depending on the number of incoming returns, it may take some time after receipt, as the packages are processed in chronological order based on the date of receipt.
  • Can I create a return label myself?
    Yes, you can create your return label HERE! However, please contact our customer service before returning the goods, stating your order number.

Pre-Order

  • Can I pre-order items that are currently not in stock?
    If you are interested in an item that is currently sold out, you can pre-order it conveniently and without obligation by e-mail. All we need is your customer number and your order request. Please note that item codes change with each size or colour variation. You can find out the article number / item code of your item by clicking on the desired size. You will receive a payment request as soon as the item is in stock. You can cancel your pre-order at any time by email.
  • How can I order items on request?
    Items with the status "on request" can be ordered by sending us an e-mail with your customer number.

Exchange

  • Can I exchange items that I have ordered online?
    Simply reorder the correct item and return the wrong size to us. Please contact our customer service to assist with the return; they will send you a return label. Unfortunately, a direct exchange of items, e.g. if the wrong size is ordered, is not possible. All information on returns can be found HERE!

Payment

  • Which payment options does TACWRK offer?

    This is an overview of the payment options that are currently accepted in our online shop:

    Prepayment

    The customer receives an order confirmation by e-mail with all the payment details. As soon as we have received your payment, we dispatch the order on the same day. Your payment should be made within 10 days, otherwise the order will be canceled automatically.

    PayPal Plus

    With PayPal Plus, customers can pay using Paypal, direct debit, credit card or on account (with a positive credit check by Paypal), even if they don`t have a PayPal account.

    Pay immediately with KLARNA

    Pay directly by direct debit, instant bank transfer or credit card.

    Purchase on account (KLARNA Bank AB, German Branch) from an order value of 40.00 €.

    When purchasing on account via Klarna Bank AB, German Branch, the invoice amount is due for payment on the calendar day stated in the invoice (20 or 30 calendar days after the invoice date) to the external partner Klarna Bank AB (publ), acting through its branch in Germany, Klarna Bank AB, German Branch. The payment method purchase on account doesn`t exist for all offers and requires, among other things, a successful credit check by Klarna Bank AB, German Branch. If the customer is permitted to purchase on account for certain offers after a credit check, the payment is processed in cooperation with Klarna Bank AB (publ), acting through its branch in Germany, Klarna Bank AB, German Branch, to which the provider assigns its payment claim. In this case, the Customer can only make payment to Klarna Bank AB (publ), acting through its branch in Germany, Klarna Bank AB, German Branch, with debt-discharging effect. Even in the case of purchase on account via Klarna, the supplier remains responsible for general customer enquiries (e.g. about the goods, delivery time, dispatch), returns, complaints, revocation declarations and deliveries or credit notes.

    Payment by instalments with KLARNA

    Payment can be split into instalments and paid at your own monthly pace.

    Cash on delivery

    Cash on delivery items are to be paid upon delivery by the parcel delivery service or at the post office. In this case, please have the invoice amount ready and take note of the cash on delivery charge: Orders placed by cash on delivery are subject to a cash on delivery charge of € 3.60 by our logistics service provider DHL/Deutsche Post in addition to any shipping costs that may be incurred. Furthermore, DHL/Deutsche Post charges a transmission fee of € 2.00, which is not included in our invoice. The full amount must be paid.

    Credit card (from an order value of 40,00 €)

    The customer can pay by credit card if the order value is more than 40,00 €. The technical payment processing is carried out by Adyen (Adyen N.V. German Branch). The credit card data will not be transmitted to TACWRK. The credit card account will be charged upon completion of the order. To pay by credit card, please click on the corresponding button when selecting the payment options.

    Further information on data protection and general terms and conditions can be found in the respective payment process.

    Please note that the 3D Secure security procedure "MasterCard Secure Code" or "Verified by Visa" is used.

    Notes on the 3D Secure security procedures "MasterCard Secure Code" and "Verified by Visa": If you are registered for the 3D Secure procedure, a page of your bank will be displayed during the payment process on which you have to enter the 3D Secure password. If you are not yet registered for 3D Secure, your bank will redirect you to the corresponding page. The settings as well as the request for the 3D Secure code cannot be influenced by us. If you have any questions about 3D Secure, please contact your bank. The registration for the 3D Secure procedure is independent of the order process in our online shop.

  • How much time do I have to pay for a pre payment order?
    If an order is placed with us on prepayment, it is reserved for you for 10 days. If no payment is received within 10 days, the order is automatically cancelled.

Orders

  • How does a field post order work?
    Please understand that we are not allowed to serve international APO’s. We offer APO only for German military members via official German Feldpost adresses.
  • Can I order items that are not in the TACWRK range yet?
    You can request special orders by emailing us. Please note that you can only place special orders for the following brands: Tasmanian Tiger, 5.11 (no shoe range) & Arc'teryx. Unfortunately, we can`t offer special orders for other brands.
  • Do you take special orders like patches or T-shirts?
    We are happy to help you with your special designs! Please send us your request by e-mail and our graphic designer will contact you!
  • How do I order an item that requires proof of authority?
    Please send us a proof of authority by e-mail in a timely manner after you placed your order so that we can release and process the order.
  • How can I cancel my order?
    Please contact us as soon as possible by e-mail, refering to your order number. After a certain date, a cancelation is not possible anymore.
  • Can I split the delivery of my order if not all items are available?
    Yes, that is possible. Please contact the customer service after your order, they can split your order. Please note that this is only possible with the payment option: prepayment.

Vouchers & Discounts

  • How does the authority discount work?
    We need proof of authority from you to allocate it to your customer account with TACWRK. You can either send us a confirmation email from your official email address or send us a scan of your official ID card by email. Of course, the proof will be destroyed by us afterwards and handled discreetly. Once the discount has been activated, you will automatically receive a 10% discount on all your orders. Items, that are already discounted, are excluded. You can find more information about the authority discount HERE!
  • Are there any discounts on sale items?
    No, sale prices are always final prices and excluded from further discounts.
  • Does the authority discount apply to all items in the shop?
    The authority discount doesn`t apply to books, charity items and brands such as Garmin and Skotti.
  • What happens to my gift voucher in the event of a refund?
    After your return is completed, you will automatically receive a new voucher by email.
  • Why does my authority discount not apply to Carinthia items?
    Carinthia items are not automatically discounted. Please place your order and don`t pay yet. After you have received the confirmation of your order from us by email, reply to this email with a request for discount. Please note that there is a maximum discount of 10% on Carinthia items.
  • My order has been cancelled and my voucher or discount code no longer works?
    In this case, please contact our service department by email.
  • Can I combine my authority discount with other discounts?
    No, the highest discount available applies. For example: You have a BlackCard and an authority discount of 10%. The BlackCard offers 20% discount and is, hence, the higher discount. You will therefore receive the 20% discount offered by the Black Card.
  • Do I have to redeem my gift voucher in full?
    If you redeem your voucher and don`t spend the full value, the remaining credit is stored in your customer account. We can send you a new voucher for the remaining amount. Simply send us an email after your purchase so that you receive your remaining voucher from us promptly.

Newsletter, Sales & Infos

  • How can I subscribe to the newsletter?
    Register HERE - of course, you can unsubscribe any time!
  • What is the BlackSunday?

    Bargain hunters beware! The BlackSunday Sale on TACWRK.com takes place 2x a year. Starting at 6pm on the announced date, we open an exclusive page on our website which allows everyone to participate at equal chances. The only restriction: The BlackSunday Online Sale is as always strictly limited and only exclusive for our newsletter subscribers! So sign up right here and don't miss out on any offers and future BlackSundays!

    The most important facts about TACWRK BlackSunday:

    • Only on TACWRK.com and access only for our newsletter subscribers. You have to sign up here if you haven't subscribed to our newsletter yet!
    • You will receive your access via newsletter on Thursday at 4pm, Black Sunday starts at 6pm!
    • The best deals on selected premium items

Reklamation

  • How can I complain about something, e.g. a defect item?
    If you have a complaint, please contact our customer service by e-mail, refering to the order number and describing the defect (please include pictures).
  • I have sent in a defect item. How do I know if there is any progress?
    Our after-sales team tries to process complaints as quickly as possible. However, depending on the supplier and the type of complaint, this can take a few weeks. We will inform you as soon as there is news!

Amazon & Ebay

  • Why do your prices sometimes differ on Amazon, Ebay and in the online shop?
    We have different sales channels with different conditions. We always recommend that you check where you can find our best offer before ordering.
  • Can I complain to you about a defect item that I bought on Amazon or Ebay?
    If you have a complaint about an item that you ordered from us via Amazon or Ebay, you can contact us directly by e-mail.
  • Is my authority discount applicable for orders placed via marketplaces such as Ebay/Amazon?
    Unfortunately, it isn`t. Due to the marketplace fees, we can`t grant any further discounts on these platforms. Any discounts will only apply in the regular webshop.

Showroom

  • Can I collect my order from the showroom?
    No, unfortunately that is not possible. As we are in the process of moving our logistics department and need all the space and personnel that we have, we are unfortunately unable to use the shop area for our usual showroom operations.
  • When can I shop in the showroom again?
    At the moment, we are still in the relocation phase with our logistics. However, we are already busy planning the new showroom. We will update you after our warehouse relocation.

Loyalty Cards

  • Do you have loyalty cards?
    Yes, the CamoCard and the BlackCard!
  • What advantages do I have with the BlackCard?

    This is how the TACWRK BlackCard works:

    • get immediately 20% off almost all items* in our range
    • valid for 365 days
    • exclusive previews & offers for TACWRK BlackCard members
    • simply add the BlackCard with other items to your shopping cart and save 20% immediately.
    • please register as a customer in the TACWRK Online-Shop, if you don't have an account with us yet! All further information about the BlackCard can be found HERE!

    *Excluded are items that are not eligible for discount, such as books or videos, or items that have already been reduced by a special price. Also excluded are items from the manufacturers: Carinthia, Garmin, SKOTTI, Black Ops Coffee and Bad Day Coffee Co.

  • Do I have to get a new Black Card sent to me every time I renew?
    We recommend that you always order the BlackCard together with your desired items, as these will be discounted at the same time. That way, there is no unnecessary shipping needed. If you would like to order only the BlackCard but don`t need the physical card, please send us an email.
  • Can I buy the Black Card as a gift for someone?
    If you want to buy a BlackCard as a gift for someone, you can order it from us and ask the happy recipient to send us an email with their customer number and yours. We will then remove the BlackCard from your account and transfer it to the recipient!
  • Can I return the BlackCard?
    Please note that the return or refund of the purchase price of the card is not possible.
  • I already have a BlackCard, can I still buy another BlackCard in the sale?
    About 2 times a year, we offer our subscribers the chance to purchase the Black Card exclusively with a 50% discount via our TACWRK newsletter. With that exclusive deal, the BlackCard costs only €44.50 instead of €89. If you already own a BlackCard at the time of the BlackCard deal, your new BlackCard will simply be activated after the old card expires.
  • Why do I have to pay shipping costs for the BlackCard?
    The TACWRK BlackCard alone does not fall under the free shipping limit of 99€. We ship all our packages, including the black card, insured, so you will have to pay shipping costs for an insured package. If you add more items to your shopping cart and your order value is over 99€, we will ship your package free of charge.
  • Are all items discounted with the BlackCard?
    Excluded are non-discountable items such as books or videos, or items already reduced by a special price. Also excluded are items from the manufacturers: Carinthia, Garmin, SKOTTI, Black Ops Coffee and Bad Day Coffee Co. and does not apply to custom-made products.

Sponsoring/Cooperations

  • Do you sponsor teams and projects?

    We are pleased about your interest in our company for sponsorships and cooperations, of course.

    We receive several enquiries every day asking for support for a wide variety of projects. As a family business, we have limited resources and time capacities at hand, so we limit ourselves to a few projects and cooperations that fit our profile strategically.

    We focus primarily on trade media/bloggers and professional users from the police, military and special forces.

    To check whether you are a suitable cooperation partner for us, we need the following information from you:

    Please introduce yourself or your team, the project and your motivation. Please explain briefly what your goals are and why TACWRK is the ideal partner for your project. If you already have a media kit or similar, please attach it. And please send us links to your social media profiles.

    Please forgive us if we take some time to process your request or if we have to send you a rejection letter for the reasons mentioned above!

Customer Account

  • How can I change personal data in my customer account?
    You are welcome to send us your requests by e-mail, and we will help you with the changes. Of course, you can also delete your customer account conveniently by e-mail.
  • How do I open a customer account?
    You can easily register HERE!
  • I have forgotten my password, what can I do?
    Please click on "Forgot your password?" when logging in and request a new password.

Contact

  • My question could not be answered, how can I contact you?
    No problem, just send us an e-mail. We are there for you Mon to Fri from 9 am to 5 pm!
  • When can I expect your reply?
    Our customer service usually responds within one working day. During the holidays or the Advent season, we kindly ask for your understanding if it takes a day longer.

Availability

  • Why is the general availability so low at the moment?
    Unfortunately, due to the current political situation and of course due to Corona, the availability of some items is still limited. Of course, we try to keep the availability as high as possible. However, due to the difficult situation, we unfortunately have no influence on this.
  • Do you still have item XY "lying around" somewhere?
    We get this often... Unfortunately, no! The stock in the online shop is always displayed to the minute and is absolutely identical to the stock in the showroom.
  • Can you inform me about delivery times?
    We receive a lot of enquiries about possible delivery dates. We often don`t get specific delivery dates from our suppliers, but only approximate time windows. Therefore, we are unfortunately unable to make any binding promises.

Authority Discount

10% discount on our regular assortment for LE members.

Worldwide Delivery

We offer various shipping methods via UPS, FedEx and DHL.

Showroom in Berlin

Come on by and let us help you gear up.

German Field Post

We deliver to German field post addresses.

Your feedback to our new onlineshop

Please let us know what you think about the new tacwrk-onlineshop. We are really looking forward to your feedback.