FAQ

To place your order in Pino Pumps online shop, you will first need to create your company account. (see Faq <<How do I register in the Pino Pumps online shop? >>).

Then select the item(s) that you wish to purchase and add it to your shopping cart. Let´s proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.

If you need any help, we strongly advise you to speak to one of our Customer Service advisors, they will be happy to assist you.

Once you have submitted an order, if you need to change it, please contact us as soon as possible at: DEU +49 (0)89 90486660 or by email at info@pinopumps.com. Depending on the status of your order, our team will try as much as possible to fulfill your requests.

In case you wish to cancel your order, please contact us. Our team can be reached by phone at: DEU +49 (0)89 90486660 during our business hours or by e-mail at info@pinopumps.com.

Once you have submitted an order, if you need to change your delivery address, please contact us as soon as possible at: DEU +49 (0)89 90486660 or by email at info@pinopumps.com. Depending on the status of your order, our team will try as much as possible to accommodate your request.


Please be aware that a change of address will delay the delivery time.

We aim to ensure that you receive your order as quickly as possible.

Once your order is successfully submitted, we will wait for your payment to be received.

Then if you have chosen an article that is in stock, the warehouse processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive an email notification containing your tracking information, along with an estimated delivery date. Kindly note that orders placed after 11:00 am (EST) are not guaranteed to be shipped the same day. Packages are not transported nor delivered on weekends and local public holidays.

If you have chosen an item that is not available, we will produce it on the next working day after receipt of payment. The production time is wrote in productpage. Once the production is complete, we will pack and ship your order. Also in this case, you will receive an email notification containing your tracking information, along with an estimated delivery date.

While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable is inevitable. External factors outside and its courier’s control, such as extreme weather conditions and technical failures, are bound to occasionally cause delays, and we ask for your patience and understanding when they do.

Additionally, please note that during promotional campaigns, delivery times may be longer than usual.

Feel free to reach out to us if you have any questions about your order's status. We're happy to help!

We also offer B2B customers the possibility to request the return of the item within 14 days if the item has not been used and is in its original packaging. The packaging may have been opened for inspection. However, this is limited to a maximum of 1 pump per position. In case of a revocation within 14 days, the consumer bears the return costs himself. We will bear the return costs in the event of an incorrect delivery. The return can be requested in the account area.

If there is a defect, our customer service will take care of the problem as quickly as possible. Often a return is not necessary.

We are also happy to buy back the pump as a used pump, please contact us for an offer.

To request a return:

1. Go to your account area here in the online shop.
2. Click on "Order history and details". A table with all orders will be displayed there.
3. Select the order you would like to return and click on "Details".
4. Select the products you want to return and possibly the quantity.
5. Provide an explanation for the return at the bottom box.
6. When you have finished, click on the "Request a return" button.
7. The return process has now begun.
8. We will process your request. If necessary, we will contact you to prepare a return quote. This is necessary if you wish to return several pumps or pumps that are no longer in their original packaging.
9. If you accept our offer, you will receive a confirmation email.
10. In your account area in the online shop, you can see the returns process on the "Returns" tab and print out a shipping delivery note there.
11. Enclose the delivery note with the goods.
12. Send the goods, at your own expense, to the address stated on the dispatch delivery note.

E-mail address is info@pinopumps.com

Once your return parcel has been received in our warehouse, it is processed and inspected before the respective return is approved or disapproved.

We appreciate your understanding that although we work as quickly as possible, it is possible that this process may take several working days to complete.

Please note that we are not responsible for any items lost during return shipment.

To see the current status of your return, you can check it through your customer area. 

If your return is approved, a refund will be issued via the payment method used at the time of your order. In the case of a bank transfer, we will need your IBAN to make the return transfer. Once the refund is issued on our system, you can expect it to be visible on your account within 5-10 working days.

Payment is made in advance by bank transfer. An e-mail will be sent to you with the following information:

•     Amount
•     Account Owner
•     Account
•     Bank details

If you have ordered an item in stock, we will ship your order as soon as we have received your payment.

If you have ordered an item on demand, we will start production as soon as we have received your payment.

After the payment has been verified, you will receive an invoice. You agree that you will receive invoices and credit notes exclusively in electronic form.

The prices shown on our website are in EURO. These prices exclude any duties and taxes that are added or deducted at checkout.

We are not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website. If you have any questions about this, please contact your bank or credit card company, respectively.

All orders are shipped from our Italian production site. 

Delivery will be made within 5 to 10 working days within the EU in addition to the production time. Outside the EU, the delivery time will be extended due to the preparation of export documents. These delivery details refer to the period after receipt of order at confirmation of payment. The information on readiness for dispatch refers to the availability at the central warehouse and to dispatch after confirmation of payment. The delivery time from order therefore also depends on the selected payment method and availability. Please also read the delivery status display.