FAQ - Frequently asked questions
Please find the frequently asked questions and the answers to these questions below:
1. Advice & Queries Regarding Orders / Deliveries / Invoices
How can I obtain advice prior to / after making a purchase?
We are happy to answer your questions concerning products and their application or area of operation.
If you wish to write to us, you can reach us via e-mail at service@wagner-webshop.com or via fax at +49 (0) 7821-9477-60. If you wish to speak to us, you can call us on +49 (0) 7821-9477-0 between 08:00 and 16:30 from Monday to Thursday, on Friday between 08:00 and 15:00.
You are also more than welcome to ask us about your orders, deliveries or invoices / payment. Simply contact us via the methods mentioned above.
2. Special Conditions
I intend to order a large volume of a certain product. Can you grant me special conditions for this product?
Thank you for your interest in WAGNER products. We would be more than happy to grant you special conditions in the event of a large volume purchase. Simply contact us via e-mail, fax or telephone:
- Telephone: +49 (0) 7821-9477-0
- Fax: +49 (0) 7821-9477-60
- E-mail: service@wagner-webshop.com
If you are able to provide us with article numbers (from the online shop) and/or exact purchase volumes (your requirement), you will assist us in quickly providing you with an accurate offer.
Please note that, even though "large volumes" depend on the article, they are usually defined as follows:
- Plant trolleys / transport trolleys / castors / wheels / door stops / furniture legs: Min. 100 units (unmixed)
- QuickClick: Min. 500 units (unmixed)
3. Complaints
I purchased a product in the WAGNER online shop and would like to make a complaint. How can I do this?
Despite all efforts, there may be occasions where you need to make a complaint and return the product to us, e.g. as a result of an incorrect delivery or a fault. We will help you!
We ask that you first contact us directly:
- Telephone: +49 (0) 7821-9477-0
- Fax: +49 (0) 7821-9477-60
- E-mail: service@wagner-webshop.com
Describe your complaint to use via e-mail, fax or telephone. If possible, please enclose images of the faulty product or the indicated damage with your written complaint. We will then edit your complaint and then coordinate further actions together with you (e.g. delivery of a replacement article).
4. Castors & Wheels
I would like to apply castors to my furniture. What do I need to take into consideration when purchasing castors?
The correct load-bearing capacity, the suitability for your floor in order to protect against scratches and damage (selection between soft or hard wheel) as well as the individual application with the appropriate fastener from the WAGNER Norm System are all important matters when purchasing rollers. You can find further information about "castors" in the "Glossary" section of our company website www.wagner-system.de.
5. Furniture Legs / TENO System
In addition to tables, it is also possible to build shelves with your TENO System. How is this possible?
The TENO system really does offer an infinite number of combination options. It is so easy to assemble – to create an individual shelf for instance. Each TENO System tube is fitted with our patented expander sleeve. The threaded rods screw into the sleeves, thus easily connecting two system tubes. This principle enables you to create extremely strong connections as well as combine any number of system tubes and, positioned between the tubes, shelves with each other. Consequently, you can construct a shelf under slanting roofs or in irregular niches and make full use of the available space, e.g. as a storage area. This is something that standard shelf solutions cannot offer. You can find plenty of shelf construction ideas with the TENO System here ("Project Ideas").
6. Transport Helpers / MaxiGRIP
When do you recommend the use of MaxiGRIP, your professional transport helper?
MaxiGRIP rollers are used whenever it is necessary to ensure that the transport system or transported items fulfil the most stringent of requirements. This is particularly the case when you are transporting both indoors and outdoors and constantly require the best, reliable quality. Thanks to their strong panel material and their anti-slip surface, all MaxiGRIP rollers offer maximum transport protection which is ideal in combination with the Safety Accessories such as transport nets or lashing straps.
7. Plant Trolleys
Which WAGNER plant trolley is the right one for me?
You can select your model completely in accordance with your taste. However, bear in mind whether you wish to use it indoors or outdoors and consider the load-bearing capacity that the roller will have to support (based on the weight of your plant incl. plant pot). You can choose from most diverse of materials for virtually any style of residence and interior design. Important: You should select rollers with soft or ultra-soft castors in order to protect your sensitive flooring, e.g. parquet or laminate.
8. QuickClick
I have equipped my dining room chairs with your extremely practical Quick-Click System. How can I now replace the glide inserts?
All QuickClick glide and stop inserts can be replaced at all times without the need for special tools. For instance, use a flat head screwdriver. A visible groove or slot can be found on each QuickClick base part; insert the screwdriver into this groove or slot as a lever and unclip the glide insert in this manner. You can then simply push the new glide insert into the base parts just using your thumb and you're done! If it is too difficult to push the insert in with your thumb, simply use a tool such as a rubber hammer.
9. Door Stops
We attached a door stop from your "Clear" range to our floor. How can we now detach this stop?
All door and wall stops from the "Clear" range as well as from the "Screw or Glue" range can be detached from smooth surfaces by twisting them. Take hold of the stop, twist it in a clockwise direction whilst simultaneously lifting upwards and remove it from the floor ("pop"). Attention: Do not forcefully pull the stop upwards as you may damage the floor. It is important that your detach the stop in combination with a twisting movement. Should it prove difficult to twist the stop, apply some heat, e.g. hairdryer.