Frequently asked questions

Ordering Process & Order

How do I find the right spare part?

To find your spare part, simply use the search bar on the homepage. Here you can enter the device name, for example, or the item number of the part you are looking for, if you have it available. Another option is to search for the device. All spare parts that match your device can be found via the "Search for device" function. To do so, simply select the appropriate device manufacturer or the device description.

I couldn't find the item I was looking for. What should I do?

If you are unable to find the item you are looking for, simply contact us via the Contact Form or by phone at  0800 19144750. We will be happy to assist you.

Is it possible to order by phone?

Of course, you may also order items from our online shop by phone. You can reach us at 0800 19144750 from Monday - Friday 8:30 am to 4:30 pm.

How can I make an online order?

Once you have found the right item in our online shop, simply add it to the shopping cart.
You may view your shopping cart at any time by clicking on the corresponding icon on the website. Click on the "Checkout" button to place your order.

How can I cancel my order?

Orders for items that are out of stock may be cancelled before shipping. To do so, please call us at 0800 19144750. In all other cases, our right of withdrawal applies.

How do I know if my order was processed?

You will receive an order confirmation to the e-mail address provided as soon as your order has been submitted to us.

Is there a minimum order value? If yes, how much?

horecatiger does not require minimum order volumes.

How can I, as a European company, buy without VAT?

If you create a customer account as a European business customer and enter your VAT ID No., we will deliver to you VAT-free.

The local tax number is not sufficient overseas. We only recognise European ID numbers, which begin with the respective country code.

A tax-free purchase is not possible for guest orders.If you have any questions, you are welcome to contact us at or 0800 19144750.

Shipping & Delivery Time

What are the shipping costs in Germany?

The shipping costs within Germany with DHL are € 4.90. Express shipping within Germany with next day delivery before noon costs € 14.90. An overview with all shipping costs can be found here.

Which countries do you ship to?

We can ship your order to anywhere in the EU and Switzerland. Shipping outside of these areas is currently not possible.

What does it cost to ship internationally?

The exact shipping costs in your area can be found here. Please note that deliveries outside the EU and Switzerland are not possible.

Which parcel service will deliver the order?

Standard packages are delivered by DHL. Larger orders can also be delivered on pallets by a freight forwarder.

Is it possible to pick it up?

We do not offer pick-up of your order from our warehouse. However, you may have your order shipped to a UPS Access Point of your choice, where you can pick it up.

Do you ship express?

Yes. If you select this shipping method, you will receive your order the next day by 12 pm.

When can I expect to receive my order?

The expected delivery date can be found under the Track&Trace link, which will be sent to you by e-mail after placing your order.

Can I track the delivery status of my order?

Yes. We will send you a Track&Trace link, which provides up-to-date information on the status of your order.

Can I have it delivered to a packing station?

Our online shop offers shipping to packing stations as well.

What should I do if my package does not arrive?

Information about the current status of your order is available by clicking on the Track&Trace link, which we will send to you after we have received your order. You may also contact us directly at any time if you have questions or concerns.

What can I do if my order is damaged in transit?

If your goods are damaged in transit, simply return them to us and we will send a replacement. We do not offer discounts in these cases.

Payment Options

What payment methods do you offer?

If you are a new customer, you may choose between the following payment options

  • Advance payment

  • PayPal

  • Credit card

  • COD

Public institutions and purchasing cooperatives may also pay by invoice. In your personal customer account, you may also pay for your order on account starting with your second purchase at horecatiger. You can apply for this function in your account and have it enabled by us.

Is it possible to pay by invoice?

If this is your first order, it is not yet possible to pay on account. But you may create a customer account with horecatiger as part of your first order, where you can have the payment against account feature enabled for future orders.

What are the bank details to make a SEPA wire transfer?


Our bank details:

VBU Volksbank im Unterland eG
IBAN: DE90620632630323090001

PayPal account:


Returns & Refunds

How do I initiate a return?

If you wish to return your order, please print out the return form that you can download here. Please send the filled out Return of Goods form with the corresponding items to the following address:

gastrotiger GmbH
Logistikzentrum GEV
Gadastr. 4
85232 Bergkirchen, Germany

How long do I have to return my item(s)?

You may return the items purchased within 30 business days. This requires a filled out return form, which you must mail to us together with the corresponding goods. You can downloaded the return form here.

Can I have my item replaced directly or do I have to place a new order?

If your item was damaged during shipping, we will promptly send you a replacement. You do not need to reorder the item(s).

How do I get my money back?

Once we receive the returned  items, we will refund the payment via the same payment method used for the initial transaction.

When are the returned items credited to my account?

Your return is processed as quickly as possible. In rare cases, it may take up to three weeks to process your return.

How can I cancel my purchase?

Details about the withdrawal provisions can be found here.


The item I received is damaged or defective. What should I do?

If your order is damaged or defective, we will, of course, replace the affected item(s). You do not need to reorder the item(s). Simply fill out the Return of Goods form and send this to us along with the damaged goods to:

gastrotiger GmbH
Logistikzentrum GEV
Gadastr. 4
85232 Bergkirchen, Germany

For urgent replacements, please call us directly at 0800 19144750.

My order arrived incomplete. What should I do?

In rare cases, a delivery may be incomplete. We apologise for the inconvenience. Please check the delivery note first to see whether a missing item is shipped at a later time. If the order quantity on the delivery note does not match the items in your package, please call us at 0800 19144750.

What warranties do you offer?

As a customer, you are basically entitled to a warranty of one year. Please note that wear items such as lamps are excluded.

Customer account

How do I create a customer account?

During checkout, you may create an account with horecatiger. To do so, select "Create Account" instead of "Checkout as Guest".

What should I do if I have problems logging on?

If you encounter any problems accessing your account, please do not hesitate and contact us by phone at 0800 19144750.

What should I do if I forget my password?

Did you forget your password? No problem! Under "Forgot Password", simply enter your e-mail address and we will send you a new password immediately.

I forgot my username. What do I do?

Always use your e-mail address to log in. If you forgot the e-mail address with which you registered, please call us at 0800 19144750.

How can I change my personal information?

You may change your personal data at any time under "My Account". If you need to change your company name, please call us at 0800 19144750.

How can I change my password?

You may change your password at any time under "My Account".

What are the benefits of being a registered customer?

As a registered customer in our gastrotiger online shop, you benefit not only from having your delivery addresses stored, but you may also pay on account for future orders. Moreover, the "My Kitchen" area allows you to save your desired devices. This facilitates searching for the right spare part, as all items matching your device will be displayed.


I have received a reminder even though I paid the bill. What should I do?

It is possible that your payment and the reminder may have overlapped. In this case, please contact our accounting department at

I can't find my invoice. How can I get a copy?

Your invoices are always available for download under "My Account".

What can I do if I paid my invoice twice?

In this case, please email to


How can I redeem my vouchers?

At the end of the ordering process you can enter the voucher code in the "Voucher Code" field.

Can I redeem the vouchers by phone?

No, you cannot redeem vouchers by phone.


What is the horecatiger e-mail address?

Our e-mail address is:

Do you have a phone number I can call for support?

For any questions, we are always available by phone at: 0800 19144750 (Mon-Fri: 8:30 am to 4:30 pm)


Do you offer repair and installation services?

As a dedicated spare parts dealer, we do not offer repair and installation services.

How many products do you carry in your assortment?

We have more than 70,000 items in stock, while our database features about 1.5 million items.

Which manufacturers do you offer?

Our product assortment includes items from over 500 different manufacturers.


How can I order a catalogue?

You can order catalogues by e-mail or phone.

Sign up for the newsletter

How do I sign up for the newsletter?

After you have completed a purchase at gastrotiger, you will be sent an invitation for our newsletter by e-mail. You may also Sign up for the newsletter directly in our online shop. We will keep you updated about our latest offers.

How can I unsubscribe from the newsletter?

If you are no longer interested in our newsletter, simply click on "Unsubscribe" in the newsletter. You may also unsubscribe from the newsletter by emailing us at

Website & Privacy Policy

Is my data transmitted securely?

We take the protection of your personal data very seriously and strictly adhere to the rules stipulated by data protection laws. All personal data is transmitted encrypted. We use the SSL (Secure Sockets Layer) encryption method, which prevents your personal data from being decrypted when transmitting online.

Does your website use cookies?

Yes. Cookies help us tailor the content of our web pages to your needs. They save you from having to repeatedly input your data, facilitate the transmission of specific content and help us identify particularly popular areas of our online offerings. Most of the cookies we use are session cookies and are automatically deleted at the end of your visit. Other cookies are stored on the hard disk of your computer and do not cause any harm. The cookies of our internet pages do not contain personal data about you.
When you use our website, you agree to the use and storage of cookies on your terminal. You may disable the use of cookies via your browser settings at any time. Please use the help function of your web browser to find out how to change these settings.