Frequently asked Questions
On this page you will find answers to frequently asked questions about our products, our online shop and the ordering process. If you do not find the answer to your question(s) here, please contact us by e-mail or telephone.
Questions about service and processing
If your goods are damaged, incomplete or do not correspond to the description, this must be reported immediately in writing to email@example.com. We will immediately take care of the remedy in the form of removal of defects or subsequent delivery of an article free of defects. A general right of return of faultless goods does not exist. Nevertheless, we grant the possibility of returning goods at our own expense as a gesture of goodwill. We would like to point out that in this case a fee for the restocking of the goods amounting to at least 20 % of the net value of the goods will be charged.
Please also read our GTC §4 and §10.
We attach great importance to quality when selecting our transport companies. Within Germany we therefore ship with our own forwarding agency, which meets our quality standards to the highest degree. But even the best can make mistakes.
If your goods show external damage or are incomplete on delivery, this must be reported to the carrier on receipt of the goods / inspection and "acceptance under reservation" must be noted on the delivery note. In this case we recommend a photo documentation. Please inform us immediately about the transport damage by e-mail (firstname.lastname@example.org) including the photos or by telephone. As we document every dispatch of goods photographically, transport damage can be proven at any time.
In the case of damage that is not externally visible or missing parts, a damage report is to be sent by e-mail within 7 days of delivery - including the corresponding picture material.
You can also find further information on this in our GTC §8.
You have the possibility to pick up the goods directly at one of our warehouses in Filderstadt (BW) or Wesel (NRW).
Please contact us for an appointment at the service number: + 49 (0)7158-91 81 550 and we will be happy to inform you about the weight as well as the number and dimensions of the packages.
In principle, the delivery of the goods is carried out by our house forwarding agency and other partners. Depending on length and weight, individual parts can also be shipped via parcel service providers [such as Hermes, GLS, or DG Transporte]. If this option has been chosen, our forwarding agent will notify you 1 - 2 days before delivery. You are welcome to inquire about a desired time window for your delivery at the notification.
The fixing braces (cross braces and diagonal braces), which ensure the stability and sturdiness of the racks, are included with TOPREGAL in the required quantity. Cross braces or diagonal braces that are required in addition to these are not available in the online shop as individual parts, as the braces of the individual manufacturers are most likely not compatible with other systems (or with each other).
If you have any questions in this regard, you can contact the TOPREGAL customer service.
If you choose the payment method "Prepayment", a proforma invoice will be sent to you by e-mail after your order has been processed.
The goods will be picked after receipt of payment. Afterwards you will receive a final invoice for your accounting department.
If you have any questions about the status of your payment, please call the following customer service number + 49 (0)7158-9181 550.
An order is also possible via guest account.
Online ordering at TOPREGAL is easy and secure, even without a customer account. Of course, you are welcome to create a customer account.
Your advantages of registration: independent administration of your billing and delivery address, overview of your order history, and much more.
You can also place your order by phone, e-mail or fax. Our customer service will be happy to answer all your questions.
Your order will be handed over to the shipping company within 24 hours after receipt of order or payment (depending on the chosen payment method). The delivery time from this time on is max. 72h. You can find more details about the shipping process here.
If you order several individual shelf parts and accessories, no shipping costs will be charged throughout Germany. For European shipping, flat rates per order apply. You can find further information under Shipping outside of Germany.
The goods are usually delivered on a truck with side unloading. In this case, the shipment must be unloaded from the vehicle with the help of a forklift or a lifting device with sufficient lifting height. Alternatively, the goods can also be picked up manually from the vehicle.
You can find detailed information about the shipping process here.
We ship free of shipping costs throughout Germany - only for German islands we charge an island surcharge of 99,-€ / shopping cart.
For shipping to Austria, there is a one-time flat rate of 99,-€ per shopping cart. For shipping to Switzerland in the amount of 199,-€ and for the rest of Europe we charge a one-time fee of 149,-€ per shopping cart.
You can find detailed information on shipping abroad here.
We supply all complete offers as well as individual parts including all material required for assembly.
No additional mounting materials are required.
TOPREGAL GmbH sells exclusively to companies and authorities. Private persons (in the sense of §13 BGB) are excluded from the purchase.
We offer among others the following payment methods:
- cash on invoice
- Prepayment (less 2% discount)
- Cash payment at pickup / delivery (only in Germany)
- immediate bank transfer
- Amazon Pay
For shopping baskets from 1.000 € (net) and invoice address in Germany, there is also the possibility to choose the payment option "Leasing Request" during the order process. You go through the checkout normally and we will subsequently prepare a non-binding leasing offer for you with our financing partner. You then still have the option of accepting or rejecting the offer.
A detailed list with further information on the processing of each payment method can be found here.
Questions about cantilever racks and accessories
It is not possible to combine the cantilever arms from the different models, e.g. KR3000 / KR6000.
A combination of different arm lengths e.g. 50 cm / 100 cm for the KR3000 is possible.
The cantilever arms must not project beyond the cantilever arm feet. In this example, the use of a shelf support at a depth of 100 cm is required.
Depending on the type of cantilever racking, our cantilever bays are available in painted and hot-dip galvanized versions (both versions for the KR3000/KR6000).
The individual cross and diagonal braces are mounted to the bracket of the shelf uprights with the corresponding hexagon bolts, hexagon nuts and washers.
Depending on the height of your shelves, the number of struts (cross and diagonal struts) varies.
You will find the appropriate number of braces in the article description and in the assembly instructions.
The axial dimension is the internal dimension between two shelf uprights. Depending on the cantilever type, we offer these fields in 120 cm (KR2500) and in 100 cm / 150 cm (KR3000 / KR6000).
We recommend the use of the rubber strip to protect your goods and your cantilevers.
These rubber strips are available for our cantilever arm models KR3000 / KR6000.
No assembly is necessary for the attachment of the rubber strips, as they are glued directly to the desired cantilever.
Depending on the cantilever racking type, the fields differ as follows:
KR2500: 120 cm fields incl. bracing
KR3000: 100 cm and 150 cm fields incl. bracing (also in hot-dip galvanized version)
KR6000: 100 cm and 150 cm fields incl. bracing (also in hot-dip galvanized version)
The scope of delivery includes the appropriate number of screws for cantilever racking assembly. The following screws are used for a cantilever racking system:
Bolt anchor, hexagonal bolts / nuts, washer, compensation wedge etc.
You have the possibility to adjust the height of the cantilever arms individually in a grid of 5 cm (only for the models KR3000 and KR6000).
The cantilever arm system KR2500 has firmly welded arms that cannot be adjusted in height.
Cantilever racking is ideal for the storage of long goods, e.g. wooden beams, steel profiles, pipes and much more. You can additionally equip the cantilever racking with wooden or grating floors, so that the storage of other stored goods is also possible.
Cantilever racking is always fixed by anchoring it to the ground.
A combination of the arms is only possible with the KR3000 (50 cm, 100 cm, 125 cm) and the KR6000 (75 cm, 150 cm), as the arms of the cantilever racks for light loads KR2500 are firmly welded to the rack upright.
A combination of KR3000 and KR6000 is excluded.
If you want to combine two arm lengths in your rack, the rack upright must be used in the greater depth for safety reasons, e.g. in 100 cm depth (KR3000) and in 150 cm depth (KR6000).
Here you can find an overview of our cantilever racks.
Questions about storage racks and accessories
We offer you our storage rack in the depths 40 cm, 60 cm, 80 cm, 100 cm and in 120 cm.
Here you will find an overview of the shelf stands in the different heights and depths: Storage rack individual parts & accessories
The individual levels can be hung or attached individually as required at a grid spacing of 5 cm in height.
The number of levels depends on the height / weight of your stored goods. A prerequisite is always the even distribution of the loads (shelf load: max. 500 kg, bay load 2000 kg - storage rack)
An anchoring in the floor is not mandatory, except in the case of a height/depth ratio greater than 5:1 (the height at which the topmost suspension of the floor takes place), the German DGUV rule 108 -007 applies. The shelf must be secured against tipping.
With the help of so-called spacers a wall mounting is easily possible. You need 2 spacers per shelf up to a height of two metres. We recommend to use 3 spacers from a height of three meters.
Here you can find the spacers for our storage racks:https://www.topregal.com/de/lagerregal-zubehoer/distanzstueck-20cm-lagerregal-zur-parallelstellung-oder-wandbefestigung.html
The maximum weight that a rack can carry in total is called the bay load. However, the weight of the rack itself is not included (the storage rack has a bay load of 2000 kg).
The maximum weight on the individual shelf compartment / shelf is called shelf load (the storage shelving unit has a shelf load of max. 500 kg).
The sum of the shelf loads, however, must not exceed the field load. A prerequisite (for the weight specifications) is always the even distribution of the loads.
The pictures show field load and shelf load using the example of a storage rack.
Questions about pallet racks and accessories
The steel thickness of the cross beams for pallet racks is 1.5 mm.
The individual shelf upright profiles are assembled with the correct number of cross and diagonal braces, foot plates and the appropriate assembly material.
You can find a detailed description of a shelf upright assembly in our assembly instructions.
Here you will find our overview of the individual parts.
The steel thickness of our pallet racks PR4500 and PR9000 is
Steel S-355 JR (CRD - Coldrolled steel) 80 mm W x 70 mm D x 1.5 mm material thickness.
The steel thickness of our pallet rack PR15000 is
Steel S-355 JR (CRD - cold rolled steel), 100 mm W x 7 0 mm D x 2 mm material thickness.
We offer you the common heights from 200 cm to 750 cm in 50 cm steps. For individual heights, the shelf supports are cut to size on request or manufactured individually according to your requirements.
The legislator prescribes a fastening of the pallet rack. It is fixed in the floor by anchoring it to the floor with bolt anchors or, in the case of sensitive floors, by wall fixing with a spacer.
The bolt anchors required for assembly are included in the scope of delivery.
Our 3 pallet rack models PR4500, PR9000 & PR15000 differ mainly in the load capacity for light, medium & heavy loads. Here the material thickness and dimensions of e.g. the upright profile, cross beams and foot plates differ. The construction of the three models is identical and our accessories are compatible with each other.
The model designation refers to the maximum field load of the individual systems:
- Pallet rack PR4500 - Bay load (max.): 4500 kg / Shelf load (max.): 1500 kg
- Pallet rack PR9000 - Bay load (max.): 9000 kg / Shelf load (max.): 3000 kg
- Pallet rack PR15000 - Bay load (max.): 15000 kg / Shelf load (max.): 4500 kg
This corresponds to a maximum load per pallet of 500 / 1000 / 1500 kg.
The bay load is the total load capacity of a shelf bay / the load between two shelf uprights. The own weight does not count here.
The maximum weight on the individual shelf / shelf is called shelf load.
The sum of the shelf loads must not exceed the bay load.
The individual levels can be hung or attached individually as desired in a grid spacing of 5 cm.