FAQs

Choose a topic or question to find answers to questions often asked by our customers.

Registration / Account

  • If you are currently customer of one of our vendors, please reach out to your sales agent who is able create your account. We will provide a service for self-registration shortly - please be patient.
  • If you are currently customer of one of our vendors, please reach out to your sales agent who is able create your account. In case that you cannot reach your sales agent, please contact our customer service (service@xom-materials.com)
    You will receive an email shortly with your login credentials and you will be promted to create a new password.
  • Please click on the "Login" tab in the top right corner.
  • If you can't find your login information, you can recover your password by clicking on the login button and then on "Forgot your password?". Please type in your email address in the popup window. If your email address is not up to date, please contact our customer service (service@xom-materials.com).
  • Please try again and be aware that our system is case-sensitive for security reasons. If the problem persists, please reset your password or contact our customer service (service@xom-materials.com).
  • You can change your user details by clicking on the "Login" tab and then typing in your login credentials. Once you have logged in, click on "my account" and then "profile". Here you can alter your password as well as your personal information.
  • Our systems are developed against highest standards of IT security and we care about your data. Please refer to our Data Privacy Policy for more information about the use of your data.
  • Please contact our customer service (service@xom-materials.com).
  • If you are a private customer you can not use XOM. We are only serving commercial customers due to legal constraints.

Payment / Invoice

  • Currently, it is only possible to pay via advanced payment or on account.
  • Your terms of payments are set by our vendors. Please notice that you may have different terms of payments with different vendors.
  • Please reach out to your respective sales agent of the vendor or contact our customer service (service@xom-materials.com)
  • Please contact our customer service (service@xom-materials.com).
  • Please contact our customer service (service@xom-materials.com).

My Order

  • Once you have ordered you will automatically receive an order confirmation via email, showing a recap of your chosen products. If you did not receive a confirmation email within 1 working day, please contact our customer service immediately (service@xom-materials.com).
  • As long as your items have not left the stock holding facility it may be possible to change your order. In this case please contact our customer service (service@xom-materials.com) or your respective sales agent at the vendor.
  • You can type in a new delivery address during the check out process, or simply add a new address to your profile.
  • We regret that you have encountered an issue. Plase contact our customer service (service@xom-materials.com), so that we can improve our services.
  • You can find all information about your right of cancellation in the terms & conditions of thre corresponding vendors.
  • Please reach out to your respective sales agent of the vendor or contact our customer service (service@xom-materials.com)
  • As long as your items have not left the stock holding facility it may be possible to change your order. In this case please contact our customer service (service@xom-materials.com) or your respective sales agent at the vendor.

Delivery

  • You have the option to enter several delivery addresses to your profile. Additionally, you may add an address during the check-out process.
  • Currently, we do not offer an option for pickup.
  • Delivery times depend on the location of your choosen products.You will be given an estimated delivery date whilst ordering. Please check the order confirmation for actual delivery date.
  • You will be given an estimated delivery date whilst ordering. If you require a different or ealier date please contact our customer service or the respective vendor.

Products / Prices

  • In case that a personalized price has been set, it will be indicated in the product listing. If you negotiated a special price but you are only shown the list price, please contact our customer service (service@xom-materials.com). Please note that it may take up to 24hrs to load your prices after registration.
  • Please be aware that our current range of products shown is still limited. We are working on expanding our online range. If you require a product that is currently not displayed, please contact your sales representative of the respective vendor.
  • We will offer modifications soon. Up to then, please use the "comments" section during check-out.