Frequently Asked Questions.

TERMS AND CONDITONS

Where do I find your complete payment and delivery terms?

Here you will find our terms of sale. 

Where do I find information about cookies?

On Tingstad's website, cookies are used to keep track of information that a user has already received, such as language settings, what is in the shopping cart and order number. In order to shop on Tingstad.se you must allow cookies. As you navigate on the Tingstad website, you agree to store cookies on our behalf and on behalf of third parties. In order for Tingstad to improve the site and provide a good user experience, Tingstad uses the Google Analytics web analytics tool to help gather information and see how visitors use the site. The information is for example, number of visits, page views and where the visitor comes from, this is stored in cookies. Third-party providers, including Google, display ads on webpages. Google uses cookies to display ads based on your visit to this and other sites.

Where do I find information about how Tingstad stores my personal information?

Tingstad Papper AB (556117-1199) is responsible for the personal information you provided to us when registering your company through our e-commerce, seller or telephone. You also agree that Tingstad Papper AB stores and uses this information in order to fulfill its obligations and to provide you with the best possible service. The personal data that Tingstad treats is your organization number, name, e-mail address, purchase, payment and order history, shipping address, invoice address and telephone number. The data can be used for identification, marketing, customer surveys, mailing by mail / e-mail, newsletters and for statistical purposes. In case of new customer registration and invoice selection, credit information can also be made. All handling of personal data is with highest security. According to the Personal Data Act (§26) you are entitled to access the information we have registered about you. In order to disclose this information, this Act requires you to submit a signed request to us. Tingstad wants to ensure that your personal information is accurate and up to date. If any of the information you provided to us changes, such as If you change your email address, name or payment information, please provide us with correct information by contacting your seller or our customer service. You are entitled at any time to request that the personal information be corrected, blocked or deleted. You can contact us at any time to cancel marketing as a customer.

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DELIVERY

How long is the delivery time?

The delivery time varies depending on where the goods should be delivered to. Normally the following conditions apply:

• Customers within the Gothenburg-area who place an order before 2 pm can expect to have their goods the following day.
• Customers outside the Gothenburg area, but south of Gävle, need to place their order before 12.00 for estimated delivery the following day.
• Customers north of Gävle need to place their order 2 days before their requested delivery date.

Please note that the number of days refers to working days and that these could be subject to changes due to e.g. holidays etc.

Can I add products to an order I recently made?

The possibility to add something to your order is dependant upon the status of your order. Contact our customer support to find out the status of your order.

Where does Tingstad ship to?

We ship to Sweden, Norway and Finland.

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COMPLAINTS / RETURN

How do I make a return?

For our business customers, Tingstad accepts returns of stock items under certain conditions:

• The return must be reported to our customer service within 8 days of receiving the delivery
• Packaging and boxes must be unopened, and the items must be unused and in a sellable condition
• Only neutral items can be returned. Specially ordered items, such as those with prints or embroidery, cannot be returned
• Food and custom-ordered items cannot be returned

A return fee will be charged, depending on the quantity of items to be returned. In case of an error on our part, no extra cost will be added.

Right of Return for Private Individuals

If you are shopping as a private individual, you are entitled to a 14-day right of withdrawal for distance purchases, in accordance with consumer protection laws.

Return process

To make a return, you can either contact our customer service by phone or email, providing your order number and a description of the product(s) you wish to return. Alternatively, you can log in to "My Pages" on Tingstad.com, go to "Returns & Complaints", fill out the form, and send it to us.

We will send a return shipping label to you via email for the return shipment. Attach this label clearly to the return package, and pickup will be arranged as agreed. Alternatively, the shipping label can be sent by post, and once it is attached to the return package, customer service should be contacted to schedule a pickup. Smaller packages can also be dropped off at an agent.

Please note that the transport company that picks up your return may not be the same as the one that delivers your regular Tingstad orders.

Refund for Returns

For businesses, a credit invoice is created once the return has arrived at our warehouse and has been approved. The credit invoice can be used as payment when settling the debit invoice. The credit amount will be deducted, and the difference should be paid, referencing both the credit and debit invoice numbers in the message field.

For private individuals, the refund will be made to the original payment method used at the time of purchase. The refund will be processed within 14 days from the date the return arrives at our warehouse and is approved.

How do I make a complaint? 

If you receive a delivery that has been damaged during transport, this must be noted when signing for the delivery and reported to Tingstad immediately, along with a photo or video. Complaints regarding other incorrect deliveries or defective products must be made within 8 days of the delivery date.

If you discover a defect in a product that is not due to normal wear and tear, or if the product does not match the description on our website, you are entitled to file a complaint. The complaint must be made within a reasonable time after the defect is discovered. Upon approval of the complaint, the issue may be resolved through repair, a new product, or a refund of the product.

Complaint Process

To file a complaint, you can either contact our customer service by phone or email, providing your order number and a description of the product(s) you wish to complain about.

Alternatively, you can log in to "My Pages" on Tingstad.com, go to "Returns & Complaints", fill out the form, and send it to us.

Please note that for transport damages or other product issues, photos or videos of the damaged product and packaging must be attached.

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LOGIN / ACCOUNT

My password does not work, what do I do?

Fill out the form under Forgotten Password. You can also contact us via our chat function.

Where do I find my favourite lists and previously bought articles?

You will find all your lists under My Pages. You have to login to access My Pages.

I want to create an account, how do I start?

Great, fill out the form under New costumer and follow the instruction.

Can you order from Tingstad as a consumer?

Yes, you can shop at Tingstad as an consumer if your delivery address is in Sweden. Choose payment option "Credit Card" at the checkout and follow the instructions.

You can not pay with invoice as a consumer. 

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PAYMENT

Are the prices shown with or without VAT?

All prices are shown without VAT.

Which payment methods are available?

You can pay by credit card (Visa or Mastercard, only applied in Sweden) or apply to pay by invoice. We then take a credit report on your company. When your application has been processed and approved invoice payment is available.  

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PRODUCT QUESTIONS / SUPPORT

Where do I find information if the product is ok for foodstuff?

Click on the product on our web page to see if it is marked with the glass and fork symbol. If the symbol is there the product is tested and cleared according to EU-directions. The product declaration also describes the products attributes and in which temperatures the product can be used.

Where do I find safety information about your chemicals?

Click on the product on our web page and then click on the pdf “Säkerhetsdatablad”. Note! “Säkerhetsdatablad” is only available for chemical products that are included in the REACH-directives 1907/2006.

What does the abbreviation fp, infp, rl mean?

• FP = is an abbreviation for packaging. The products are packed in a carton with outer packaging

• INFP = is an abbreviation for inner packaging. 1 inner package is a sales unit that can be sold by itself or as part of a larger carton. Example: Disposable gloves can be sold in packs of 200 gloves (inner pack) and in a full box it is packed in 10 inner packagings

• RL = is an abbreviation for a scroll

What is NPA fee (formerly FTI fee)?

The first producer responsibility was introduced in 1994, and Tingstad has been affiliated with FTI (Packaging Collection) to meet the legal requirements that affect us.

In 2022, the government decided on a new updated producer responsibility, meaning that all businesses that fill, manufacture, import, introduce, or sell packaging or packaged goods are responsible for recycling the products placed on the Swedish market. The responsibility is regulated in SFS 2022:1274, the so-called Packaging Regulation, and applies to all types of materials such as plastic, metal, paper, and corrugated cardboard. The regulation aims to reduce the amount of packaging and packaging waste, limit environmental harm, increase producer responsibility, take care of our packaging waste, reduce littering, and increase material recycling to achieve our goals.

To meet the additional requirements imposed by the update of the Packaging Regulation, FTI is transformed into a new company called the Swedish Business Producer Responsibility AB (NPA) from January 1, 2024. New owners of NPA are the industry organizations Dagligvaruleverantörerna (DLF), Svensk Dagligvaruhandel, Svensk Handel, Sveriges Bryggerier, and Sprit & Vinleverantörsföreningen (SVL).

NPA, like FTI, operates entirely without profit interest, and no financial distribution to the owners is allowed. This is to ensure that the cost of collection and recycling minimally impacts the prices of goods. NPA's task is to ensure that packaging in Sweden is collected and recycled. All companies, whether manufacturers, importers, restaurants, or stores, are responsible for the packaging they use.

Tingstad is affiliated with NPA. We pay monthly packaging fees to NPA for each sold package of all applicable materials, such as plastic, metal, paper, and corrugated cardboard. These fees are based on the weight of the product, and current packaging fees can be found on NPA's website. The fee paid is intended to finance the handling so that the packaging can be recycled into new products. This fee is then passed on to our customers.

By purchasing your packaging from Tingstad, you, as a customer, contribute to taking responsibility for the products you sell, and you can be assured that packaging fees are paid.

Packaging fees for service packages 2024

• Link to NPA's website:https://npa.se/en/producer-responsibility/packaging-fees
• You can also find consolidated information, including packaging fees, on our knowledge center FTI becomes NPA.

Division of packaging fees into different levels

From January 2020, paper packaging is divided into two fee levels, a higher and a lower one. This is done to reflect the actual cost of material recycling. The lower (green) fee is for packages made entirely of paper, and the higher (yellow/red) fee includes all paper packages containing any form of:

• Plastic, wax, or aluminum barrier
• "Window" attached to the paper package
• Wet-strength paper that does not dissolve in water
• Composite material consisting of a mixture of paper fiber and plastic

In April 2019, a similar division of plastic packaging was made, updated to three levels in 2023: low (green), medium (yellow), and high (red).

Differentiated fees are used to promote material recycling; packages designed for material recycling should have lower fees, and packages not suitable for material recycling thus have higher fees. On NPA's website, you can read more about the criteria for both paper and plastic.

Please visit https://npa.se/en for more information.