FAQ

Orders & Products

Who can place an order in the Cheyenne Online Shop?

The Cheyenne Online Shop is intended for business customers and self-employed professionals. By completing your order, you confirm that you are purchasing as part of your commercial or independent professional activity.

Which countries does Cheyenne ship to?

Cheyenne ships directly to many countries through our Online Shop. Orders for North America are shipped from our warehouse in the USA. Orders for Europe and other international markets are shipped from our warehouse in Germany.You can check whether we currently ship directly to your country via the region selector in the shop. In countries that we do not serve directly through our Online Shop, Cheyenne products are available through our global distributor network.

How can I check product availability and what happens if a product is sold out?

Products that are currently unavailable remain visible in the shop and are marked as sold out.We continuously work to keep our products available. However, individual products, particularly machines, may occasionally be temporarily out of stock.We currently do not offer an automatic back-in-stock notification service or pre-orders.

How do discount codes work and can they be combined with other offers?

You can enter your discount code during checkout.Whether a code applies to specific products, bundles or ongoing offers depends on the conditions of the respective offer.Not all discount codes and offers can be combined.

Can I change or cancel my order after placing it?

No. Orders are transferred to our logistics process immediately after they are placed and can no longer be changed or stopped.Please check your products, quantities and shipping address carefully before completing your order.
Customer Account & Login

Do I need a customer account to place an order?

No. You can complete your order as a guest. A customer account is not required to place an order.

How do I log in to my customer account?

No password is required.Enter your email address and you will receive a six-digit one-time code by email. Use this code to log in to your account.

What can I find in my customer account?

Your customer account includes, among other things: a) your previous orders b) tracking information c) saved addresses and profile details d) invoices available as PDF files e) the option to reorder previously purchased products

What should I do if I do not receive my login code?

First, check your spam or junk folder and make sure you entered the correct email address.Then request a new login code. If you are still unable to log in, please contact our support team.
Payment, Invoices & VAT

Which payment methods are available?

Different payment methods are available depending on your region. These include, among others, credit card, PayPal, PayPal Express and Google Pay. The payment methods available for your order will be shown during checkout.

How do I receive my invoice?

Your invoice will be sent to you by email. It is also available as a PDF download in your customer account.

How does VAT ID validation work?

Automatic VAT ID validation is available for customers within the EU.Your VAT ID and company details are validated directly through the European VIES system.

Why is my VAT ID not accepted?

The information you enter must match the company information registered in VIES.Please check your VAT ID and company details and enter them exactly as they are officially registered.The validation result is provided directly by VIES and cannot be manually changed or overridden by Cheyenne.

When is VAT adjusted and is my VAT ID saved?

Once your VAT ID has been successfully validated, VAT is adjusted directly in the checkout.If the gross price is still displayed, the validation was not successful.Your VAT ID is not permanently stored in your customer account. If you want to claim VAT exemption, you need to enter and validate your VAT ID through VIES again with each order.
Shipping & Delivery

Where is my order shipped from and which carriers do you use?

Orders for North America are shipped from our warehouse in the USA. Orders for Europe and other international markets are shipped from our warehouse in Germany. Depending on the delivery region, orders are shipped with DHL, DHL Express, FedEx or UPS.

How much does shipping cost?

Shipping costs are €14.90 for Germany, Europe and Ireland, with free shipping from €190. Shipping to the United Kingdom costs €35 and is free from €300. For the USA, shipping costs $14.90 and is free from $190. Shipping to Mexico costs $29.90 and is free from $250. For other international markets, shipping costs $35 and is free from $500. The applicable shipping costs will also be displayed during checkout.

When will my order be shipped and how long does delivery take?

Orders are usually shipped on the next business day.Actual delivery times depend on the destination country and shipping carrier. The available shipping method and estimated delivery time are shown during checkout.

How can I track my order and when will I receive the shipping confirmation?

Once your order has been shipped, you will automatically receive a shipping confirmation email containing a tracking link. Tracking information is also available in your customer account under the respective order. Due to synchronisation between our systems, the shipping confirmation may occasionally be delayed and arrive one day after the parcel has actually been shipped. Your order may therefore already be on its way even if you have not yet received the shipping confirmation.

Will I have to pay customs duties or import charges?

This depends on the destination country.There are no import charges for orders shipped within the EU or for orders shipped within the USA. For deliveries to the United Kingdom, Norway and Switzerland, import charges are handled by Cheyenne. For deliveries to Mexico, Australia and other international markets, customs duties, import taxes or other charges may apply. These charges must be paid by the recipient.
Delivery Problems

What should I do if my delivery arrives damaged, incomplete or contains the wrong item?

Please contact our support team and provide your order number. For damaged deliveries, please send us photos of the outer packaging, shipping label and affected products whenever possible. If an item is missing or you received the wrong product, please let us know which item is affected.We will review the case and advise you on the next steps.

What should I do if my delivery is delayed?

First, check the latest tracking status. If the tracking status has not changed for several business days or the delivery is taking significantly longer than expected, please contact our support team. If necessary, we can initiate an investigation with the shipping carrier.

What should I do if tracking says “delivered” but I can’t find my parcel?

Please check possible safe places, neighbours or the reception area at your delivery address. If the parcel still cannot be found despite being marked as delivered, please contact our support team. We can investigate the case with the shipping carrier if necessar
Returns & Withdrawal

Can I return products that are in perfect condition?

The Cheyenne Online Shop is intended for business customers and self-employed professionals. We therefore do not offer a standard return option for products that are in perfect condition.

Are goodwill returns possible?

In individual cases, we may consider accepting the return of a machine as a goodwill exception. Please always contact our support team first and do not send any products back without prior approval. As a general rule, the machine should be unopened, sealed and undamaged. If it has already been opened or used, we will assess individually whether a return can still be accepted. There is no entitlement to a goodwill return.

How are returned machines inspected and are there any fees?

Once received, we inspect, among other things, the external condition and previous use of the machine. Based on this inspection, we decide whether the return can be accepted and whether any processing fees apply. For an approved goodwill return, the customer is responsible for the return shipping costs.For machines, an additional processing fee of €50 to €100 may apply. The exact amount is determined individually after inspection and takes into account factors such as the condition, previous use and the required inspection, cleaning and reconditioning.

Can I return cartridges, accessories or other products?

No. Our goodwill return policy is limited to machines.Other products that are in perfect condition cannot be returned.Incorrectly delivered, damaged or defective products are not covered by this goodwill policy. Please contact our support team in such cases.

Can I withdraw from my order?

Our Online Shop is intended for business customers and self-employed professionals.Orders concluded by a business customer as part of a commercial or independent professional activity are generally not subject to the statutory consumer right of withdrawal. If you are entitled to a statutory right of withdrawal in an individual case, you can exercise it using our withdrawal function.
Warranty

How long is the warranty?

The manufacturer’s warranty generally lasts for 24 months from the first verified end-customer purchase. After a successfully completed repair, the repaired or replaced parts are covered by an additional six-month repair warranty.

What does the warranty cover?

Warranty eligibility is based on the purchase date and the technical diagnosis of the device. A valid warranty period does not automatically mean that every type of damage is covered. The final decision is made after the device has been inspected by our Service Center.

Can I request a repair outside the warranty period?

Yes. Machines can also be repaired outside the warranty period. The warranty status determines whether the repair is free of charge or whether a fixed repair price or individual quotation is required.

What happens if the damage is not covered by warranty?

If our technical inspection shows that the damage is not covered by warranty, we will offer a paid repair where possible. Depending on the type of damage, this may be based on a fixed repair price or an individual quotation. A paid repair will only be carried out after you have approved the applicable price or quotation.
Repairs

How do I start a repair request?

Start your repair request via our contact form and select “Repair Request”. Please have your serial number, purchase date and a description of the issue ready.

How does the repair process work?

After submitting your repair request, you will receive the appropriate shipping information for your country and individual case. Once the device arrives, it is technically inspected.Depending on the result, the repair will either be covered under warranty or you will receive information about a paid repair. A paid repair will only be carried out after you have approved the applicable price or quotation.

Who pays the shipping costs for a repair?

This depends on the repair case, warranty status and destination country .Depending on the situation, we may provide a shipping label or give you instructions on how to send the device to our Service Center.

How long does a repair take?

The total time depends first of all on how quickly your device reaches our Repair Center. Once received, we usually inspect the device within a few days. If the repair is covered by warranty and the required spare parts are available, it can normally be completed shortly afterwards. If we identify damage that is not covered by warranty, such as liquid damage, we will first provide you with a quotation. The repair will only proceed after your approval.

Should I send batteries with my device?

No. Please remove all batteries from the machine or EnGen before shipping. Batteries should not be included with the device.
Support & Disposal

How can I contact Cheyenne Support?

Please use the contact form in the Cheyenne Online Shop and select the appropriate topic for your request. Our Customer Care team will review your request and get back to you.

How can I dispose of an old Cheyenne device?

Please contact our support team first.We will advise you on the appropriate return or disposal option for your device and country.

CAN I USE REPLACEMENT BATTERIES FROM OTHER MANUFACTURERS?

Compatible replacement batteries are commercially available and can also be purchased from third-party retailers or online marketplaces such as Amazon. Please make sure that the battery specifications match the requirements of your Cheyenne device.