General Shipping Questions

No shipping options found on the website

This is generally caused by overall weight, not counting random bugs that can pop up.
If included, moving the MFC/MPS to a separate order is often enough to get a shipping solution.

For larger orders which have to be in one invoice, feel free to send us a message: https://docs.monster.tech/s/manuals/doc/contact-dSKwxWOiaX


Large order shipping process

For shipping-related reasons, we often recreate orders internally, and/or split them into multiple waybills - up to ~60kg / waybill for DHL.
These updated orders/splits are designated with alternative numbers (S#####).

The shipping cost itself is split over the separate waybills.

VAT/import fees can be triggered per waybill, depending on local regulations.


MFC/MPS

The MFC and MPS are always shipped separately, directly from our chair partner in Löhne, Germany.
(Cutout Delete Inserts ship from our warehouse, along with any other parts.)

When announced as ready, we create a shipping label, and send out a shipping notification.
The label is then sent over to the manufacturer, for further processing and shipping.
Note that there can be a few days between MFC/MPS label creation, and actual shipping.
This will depend on when said label is created, and when the manufacturer can process it for pickup.

This mainly applies if the label is created just before, or during, a weekend.

It can happen that all items are split off from the main order.
Because the store plug-in cannot see the splits, it thinks the order is completed at that point.



Only part of my order arrived / Incomplete order

Order with MFC/MPS and mounts

The MFC and MPS are shipped separately, for shipping/handling reasons.
Depending on the lead times/backlogs involved, there might be some time between shipments.


Order with MTS/Rail mount parts

MTS rig orders generally get divided over multiple boxes and waybills, due to the items involved.
The frame itself already requires 2(+), one being for the frame’s profiles.

Even within such a waybill, it is possible for the boxes to get separated in transit.
For DHL, the provided tracking link shows the info for all items in that waybill.
You can unfold the ‘# Pieces’ to see which packages an update line refers to.
Specific formatting depends on the tracking page in question.

The Rail Mount Slide Rails likewise get their own box, due to the size discrepancy with the mounts themselves.
These are generally still part of the same waybill as the mounts, and are shipped at the same time.

Related note:
For various reasons, we cannot include Slide Rail -> Desktop mounting hardware.
This aspect depends too heavily on your table, and related hardware has to be sourced locally.


Stock supply issues

In some cases, we may opt to split shipments to minimise overall delays.
The back-ordered item will then follow separately, as soon as the required stock has arrived.


Packing/Shipping mishap

Despite DHL/DPD's best interest, packages sometimes suffer a shipping casualty.
Alternatively, a piece may have been overlooked during packing.

Do send us a message via one of the https://docs.monster.tech/s/manuals/doc/contact-dSKwxWOiaXoptions if this happens.
Please also include the affected order or invoice number(s), so we can more effectively assist in resolving the situation.



Plate name doesn't match what was ordered

This can have 2 causes:

Identical mounting pattern

Either by happenstance or design, various devices have matching mounting patterns.
Because the plate would be identical, we simply reuse the original plate where able.
However, the alternate device names aren't always listed on the label/packing slip.


Common examples:

Thrustmaster Warthog Joystick Mounting Plate

  • Thrustmaster Warthog Joystick

  • Thrustmaster AVA

  • Winwing Orion Joystick

  • Brunner FFB-G


Thrustmaster Warthog Throttle

  • WinWing Orion Throttle

  • VKB STECS Standard

  • Total Controls MFBB

  • Moza MTP (v3+)

  • WW Ursa Minor Airline (v4+, v3 can work on ‘front’ layouts)


There are also joystick and throttle combos which have a single mounting pattern.
In those cases, only 'Joystick' is used in the name:

  • Logitech G940 Joystick/Throttle

  • Logiteck/Saitek X52 Joystick/Throttle

  • Logiteck/Saitek X55/X56 Joystick/Throttle

  • Saitek X65F Joystick/Throttle


Packing mishap

Due to various reasons, it can also happen that an actually incorrect plate is included.
Please https://docs.monster.tech/s/manuals/doc/contact-dSKwxWOiaX us as soon as possible in that case, and we will get it sorted.

A photo of the box, its label, and the received plate(s) are required to figure out the situation.