Shipping Information

1. Delivery area

Octiware currently delivers exclusively within Germany.

Deliveries to other countries are not made unless expressly agreed otherwise in individual cases.

2. Shipping or personal handover

Depending on the type of order, handover may take place in the following ways:

• personal handover by appointment,
• collection by the customer by appointment,
• insured shipping within Germany.

For particularly sensitive, heavy, water-cooled, or individually modified systems, Octiware may assess in individual cases whether shipping is technically feasible. In such cases, personal handover or collection may be recommended or agreed upon.

3. Shipping carriers

Shipping is carried out using a suitable carrier. The selection of the carrier depends in particular on size, weight, value of goods, insurance requirements, sensitivity of the goods, and technical suitability for the respective order.

A right to a specific carrier only exists if this has been expressly agreed.

4. Shipping costs

Shipping costs depend on the specific order. Relevant factors include in particular:

• size and weight of the shipment,
• value of goods,
• packaging effort,
• insurance requirements,
• shipping method,
• special requirements for sensitive or individually built systems.

The specific shipping costs are stated in the individual quote before the contract is concluded.

Personal collection or handover by appointment may be possible. Whether any costs apply for this will be stated in the respective quote or order confirmation.

5. Insured shipping

Shipping is generally carried out insured, where this is possible and appropriate for the respective value of goods and shipping method.

The level of transport insurance depends on the specific order, the value of goods, and the conditions of the respective carrier.

For very high-value, sensitive, or technically complex systems, a special shipping method, additional insurance, split shipment, or personal handover may be necessary or advisable.

6. Delivery and completion times

Since Octiware primarily handles individual orders, delivery and completion times are stated in the respective quote or order confirmation. The period generally starts only when all of the following conditions are met:

• conclusion of contract,
• receipt of full payment,
• receipt of all required customer approvals,
• receipt of all required information from the customer,
• receipt of any customer-supplied components required for the order,
• availability of the required hardware or materials.

Non-binding time estimates serve as guidance only. Binding delivery or completion dates are expressly designated as binding.

Delays may occur in particular due to:

• missing or delayed customer information,
• delayed payment,
• late arrival of customer-supplied components,
• delivery delays for hardware or accessories,
• subsequent change requests,
• technical issues during testing, assembly, modification, or test runs,
• necessary follow-up queries or additional approvals.

Octiware will inform the customer of any foreseeable material delays as soon as they become known.

7. Start of procurement and execution

The procurement of hardware, the binding reservation of components, and the execution of assembly, modification, setup, optimization, or other technical services generally begin only after full payment has been received, unless expressly agreed otherwise.

For individually planned or custom-built systems, changes or cancellations may only be possible to a limited extent once procurement or execution has begun. Statutory rights of the customer remain unaffected.

8. Packaging

Octiware packages goods carefully and appropriately for the respective order. Depending on the type of system or components, the following may be used in particular:

• outer carton,
• original packaging,
• padding and filling material,
• transit protection inside the case,
• separate packaging of sensitive components,
• instructions for removing transit protection,
• shipping documentation or photo documentation.

The customer should carefully open the packaging upon receipt and remove transit protection only in accordance with the enclosed instructions.

It is recommended to retain the packaging and transit protection for a reasonable inspection period so that safe return shipping remains possible in the event of a return, inspection, or subsequent performance.

9. Shipping of sensitive systems

Complete computer systems, large graphics cards, custom water cooling systems, direct-die systems, hard-tube loops, and other technically sensitive builds may be sensitive to transport. For such systems, Octiware may take special precautions before shipping, for example:

• additional internal transit protection,
• removal of particularly heavy components,
• separate shipping of individual components,
• draining a water cooling system,
• separate shipping clearance,
• recommendation of personal handover or collection.

The customer is obliged to observe the enclosed instructions regarding commissioning, removal of transit protection, and visual inspection. Statutory warranty rights remain unaffected.

10. Water-cooled systems

For individually water-cooled systems, a separate assessment is made before shipping to determine whether shipping is technically feasible. Depending on the build, it may be agreed that:

• the system is shipped drained,
• individual components are shipped separately,
• shipping only takes place with special transit protection,
• shipping with a filled loop is expressly approved in individual cases,
• only personal handover or collection takes place.

Shipping with a filled water cooling loop only takes place if this has been expressly agreed or approved in the individual case.

The customer should inspect the system externally before commissioning after receipt. For water-cooled systems in particular, it should be checked whether visible transport damage, loose fittings, leaked fluid, moisture, or other abnormalities are present.

If any abnormalities are found, the system must not be put into operation. The customer should contact Octiware immediately and document the condition with photos if possible. Statutory warranty rights remain unaffected.

11. Customer-supplied components

If the customer provides their own components, data carriers, cables, cooling components, or other items, the customer bears the shipping risk for sending these items to Octiware, to the extent permitted by law and unless otherwise agreed.

Customer-supplied components should be packaged safely, shock-protected, anti-statically, and completely. Accessories, screws, adapters, brackets, cables, seals, documentation, and other parts required for installation should be included in full.

Octiware may refuse or pause processing if customer-supplied components appear damaged, incomplete, unsuitable, incompatible, or not safely usable.

Return shipping of customer-supplied components takes place after completion of the order, unless otherwise agreed. The shipping method depends on the type, value, and sensitivity of the components.

12. Transit damage on delivery

Please check the shipment for any externally visible transit damage upon receipt if possible.

If the packaging is visibly damaged, have the damage documented by the delivery person if possible and inform Octiware immediately. Please retain the packaging, filling material, and damaged parts, and take photos if possible.

If damage only becomes apparent after opening, please also inform Octiware immediately and document the condition with photos if possible.

These instructions serve to facilitate swift clarification with the carrier. Your statutory rights, in particular statutory warranty rights, are not restricted by this.

13. Acceptance delay and undeliverable shipments

The customer is responsible for providing a complete and correct delivery address and for ensuring that the shipment can be accepted.

If a shipment cannot be delivered due to incorrect address information, lack of cooperation, non-collection, or refusal of acceptance, additional costs may arise. These may be charged to the customer to the extent that the customer is responsible for the non-delivery and this is permitted by law. Statutory rights of the customer remain unaffected.

14. Returns in case of withdrawal

If a statutory right of withdrawal exists for the specific contract and is validly exercised, the customer bears the direct costs of returning the goods, unless expressly agreed otherwise in individual cases.

This does not apply to returns within the scope of legitimate statutory warranty rights.

Please note that complete computer systems, water-cooled systems, direct-die systems, large graphics cards, and other sensitive components must be packaged securely for transport. Use the original packaging, internal transit protection, and suitable filling material if possible.

If in doubt, contact Octiware before returning the item so that transport damage can be avoided. Your statutory rights remain unaffected.

15. Returns in case of defects

In the event of a legitimate statutory defect, the statutory provisions on subsequent performance and allocation of costs apply.

Octiware bears the expenses necessary for subsequent performance within the scope of statutory provisions, in particular transport, travel, labour, and material costs.

Before returning an item, the customer should contact Octiware so that the return, packaging, shipping method, and where applicable a fault description can be coordinated. For sensitive systems in particular, this serves to avoid further damage and to speed up the inspection. Statutory warranty rights remain unaffected.

16. Return without prior coordination

For sensitive, heavy, water-cooled, or individually modified systems, it is recommended to coordinate returns with Octiware in advance. Prior coordination is particularly important for:

• water-cooled systems,
• filled loops,
• direct-die systems,
• systems with very heavy graphics cards,
• customer-supplied components,
• data carriers,
• custom cables,
• visible transport damage.

Statutory rights, in particular the right of withdrawal and statutory warranty rights, are not restricted by this recommendation.

17. Data carriers and personal data during shipping

If data carriers, complete systems, or other devices with stored data are shipped, the customer is responsible for creating complete and up-to-date backups before shipping.

Before shipping, the customer should check whether sensitive, confidential, or unnecessary personal data can be removed, encrypted, or secured.

Octiware processes personal data on supplied data carriers only to the extent necessary for carrying out the respective order. Further information is contained in the privacy policy.

18. Personal handover and collection

Personal handover or collection is possible by prior appointment, provided this is suitable for the respective order. At personal handover, the following may be documented in particular:

• external condition,
• accessories,
• serial numbers or component list,
• functional check, where agreed,
• commissioning instructions,
• instructions on transport, maintenance, or care,
• handover or acceptance protocol.

For complex, water-cooled, or particularly sensitive systems, personal handover may be more appropriate than shipping.

19. Contact for shipping questions

For questions about shipping, packaging, collection, returns, or transit damage, you can contact Octiware:

Please include the quote, order, or invoice number in any queries if possible.

20. Summary for quote or invoice documents

Delivery within Germany. Shipping costs, shipping method, and estimated delivery or completion time are stated in the individual quote. Procurement and execution generally begin only after full payment has been received and all required customer approvals are in place. Sensitive, water-cooled, or individually modified systems may require special shipping, packaging, or handover arrangements. Statutory warranty rights remain unaffected.