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Frequently asked questionsWe are happy to help you. If you have any further questions, please contact our support via live chat during our business hours. You can also reach us at +49 781 932 78 0 and info@hiwin.de.
How do I find the right product for my application?

Our sizing tool helps you to find the correct product for your application. You can access this tool under Service -> Sizing tool (https://www.hiwin.de/en/service/auslegungstool). For more information, see “How does the sizing tool work?”

To the sizing tool

What do the individual characters of the order codes mean?

The order codes are broken down and explained in the respective catalogue for the product category. Go to Downloads -> Service (https://www.hiwin.de/en/service/downloads) and select the catalogue for the desired product using the filter function. Here, you will find all information on the order code.

To the downloads

What is the difference between a HG and a CG guideway?

On the HIWIN linear guideways in the HG series, the ball tracks are arranged in an X. The CG series is a linear guideway series with an O arrangement.  Due to the O arrangement, the CG series can absorb higher torques, particularly in the MX direction. This makes the CG series the first choice for single-axis applications and the HG series for multi-axis applications.

To our products
How can I get technical support if I am not sure exactly what I need?

You can place an enquiry at any time, by e-mail to info@hiwin.de or by phoning us at +49 781 92378 0. We will arrange for the relevant person to contact you. If you already have a personal contact in Distribution, you can contact them directly at any time.

Do you have a data protection policy?

You can find our data protection policy at https://www.hiwin.de/en/datenschutz

To the privacy policy
Is there a charge for CAD data, and do I need to register?

Our CAD models, for example for linear guideways, ballscrews, linear axes etc. are available for download free of charge, and registration is not required. You have two options for downloading the desired CAD data. You can select the desired product using the product finder and click “CAD data” on the detailed product page. Alternatively, you can configure the product to suit your requirements in our CAD configurator under https://www.hiwin.de/en/service/cad-konfigurator

To the CAD configurator
What is "My Projects"?

Designs, configurations or standard articles can be saved under “My projects”. By clicking the saved articles, you can place them in the shopping basket or continue the design or configuration process.

To my projects

Can projects be saved?

You can save designs or configurations under “My projects”.

To my projects
Can I change the language of the website?

The website is available in 7 languages. You can change the language by clicking the globe icon in the header of the website. An element for changing the language is displayed directly next to the shopping basket icon. Simply select the desired language.

How do I change my password?

Registered users can change their password in the area "My account" under "Password" (https://www.hiwin.de/en/my-account/update-password). This is done by entering the current password, the new password and updating. Observe the minimum requirements for passwords here. You can view these requirements by swiping with the mouse cursor over the field “New password”.

To change the password

How do I log in to the website?

You can log in directly with your user data via the Log in button (https://www.hiwin.de/en/login). Before logging in for the first time, you need to register; see "How do I register?" (https://www.hiwin.de/en/customer-registration).

To the registration

How do I register on the website?

Before logging in for the first time, one-off registration is required. To do this, click the link “Now register” under ‘Log in” (https://www.hiwin.de/en/customer-registration). Complete the registration form and send it. You will then immediately receive a confirmation link by e-mail. Please confirm that your entries are correct after opening the link. Your data will then be sent to us. As a rule, your access will be enabled within the next 2 hours. You will be notified by e-mail when this has been done. From this point on, you can log in to the website and use all functions. Please contact shop-registry@hiwin.de if you do not receive e-mail confirmation or have problems registering.

To registration

Why haven’t I received a confirmation e-mail?

A confirmation e-mail is normally sent each time an order is successfully placed. If this is not the case, your e-mail address may have been saved incorrectly or the order may not have been placed correctly. If this happens, please contact our support team at shop-registry@hiwin.de


My e-mail address is already in use...

Perhaps you have already registered in our online shop with your e-mail address. If you have forgotten your password, simply click “Forgotten password”. We will then send a new password to the e-mail address you supplied. If you continue to have problems, please contact our support team under shop-registry@hiwin.de


What are the advantages of logging in?

Registered users can manage their own personal customer area and can also view prices and delivery times for the products. Configurations and designs as well as shopping baskets can be saved in the personal customer area.

To registration

Can I log in to the new web shop with my login data from the old web shop?

No. Our new web store has been online since December 2019. Unfortunately, you can no longer use the log-in data for the “old” web store. But you can re-register quite simply under https://www.hiwin.de/en/customer-registration, see also “How do I register on the website?“

To registration

What data concerning me is stored?

We only store the data you enter in the registration form. Further information can be found in our data protection policy https://www.hiwin.de/en/datenschutz

To registration

Why can't I log in even though I have registered?

You may only have registered for our old web store. Our new web store was launched in December 2019. Unfortunately, you can no longer use the data for the old web store here. You can re-register quite simply by following the link https://www.hiwin.de/en/customer-registration. For further information, also see “How do I register on the website?”

To registration

Can I re-order an article?

Registered users can view their previous orders in the personal customer area under “My orders” (https://www.hiwin.de/en/my-account/orders). Previously ordered articles can be conveniently placed in the shopping basket and ordered again. There is also a direct quick ordering function in the shopping basket.

To my orders
Can I order my configured CAD model via the online shop?

Configured products can be placed in your shopping basket and then ordered.


Can I save a configuration?

Registered users can either save configurations in their personal customer area under “My projects” or place them in the shopping basket. The configuration is also temporarily stored in the shopping basket.

To my projects

Preselection/non-modifiability of attributes through anchor element in the sizing tool

With the help of the sizing tool under https://www.hiwin.de/en/service/auslegungstool, you can calculate and select the appropriate product for your specific application. The selected products must then be configured before ordering them. As a result of the technical calculation, it may no longer be possible to select specific properties/attributes in the configurator, as the product would then no longer be suitable for your application.


Can I save my current configurations and order them later?

You can save configurations either in the shopping basket or under “My projects” and order them at a later date. However, in order to do this, you need to be registered as a customer and log in to your customer account. Your configuration is then saved in your personal customer area.

To my projects

Can I download data sheets for my configuration?

At https://www.hiwin.de/de/service/cad-konfigurator the "Data sheet" button is available in the respective configurator. This data sheet contains the most important technical features and drawings for the individually configured product. This function for configured products is currently only available for the linear guideway product group. Other product groups will follow.

To the CAD configurator

How do I access my CAD model?

You can select the desired product using the product finder (https://www.hiwin.de/en/Products/c/3952) and download on the detailed product page under "CAD data”. Alternatively, you can start the product configurator under Service -> CAD configurator (https://www.hiwin.de/en/service/cad-konfigurator), configure the desired product and then download the CAD model.

To the CAD configurator
Can I return an article?

Yes, articles can be returned. Before returning an article, please request a return number and enter it on the delivery note or on the outside of the package.


Which parcel service delivers the goods?

As standard, we normally dispatch all parcels with a weight of up to 30 kg with UPS, while all other parcels are delivered by a forwarding agency.


How are goods packaged?

Our goods are predominantly packaged in recycled cardboard boxes and PE film.


Is express delivery possible?

Yes, we offer express delivery. Please contact your HIWIN representative for details.


Can I specify a delivery time?

Yes, you can specify a delivery date or request express delivery at a specific time. Please contact your HIWIN representative for details.


What is the customs tariff number for my HIWIN product?

Linear guideways (block or rail separate): 84829900900
Linear guideways (block mounted on rail): 84821090900

Ballscrews (nut or shaft separate): 84839089900
Ballscrew (nut mounted on shaft): 84834030900

Linear axes (without motor): 84834090990
Linear axes (with motor): 84798997900

Linear motors: 85030099990

Torque motors: 85015100900

All further questions about customs tariff numbers will be answered by our internal sales team.
 

To our products

Is overseas delivery possible?

Yes, overseas delivery is possible. Please select the desired delivery address during the ordering process.


Who bears the transport risk?

If goods are sent with our chosen forwarding agency, we bear the risk of transport. If you collect the goods yourself or commission your own forwarding agency, you bear the risk.


How high are the shipping costs?

Shipping costs depend on the size of the order and are displayed and calculated individually during the ordering process.

How much do repairs cost?

For repair inquiries, please e-mail us under reparatur@hiwin.de or contact us by phone under +49 781 932 78 32. If a repair no longer makes financial sense, we will work with you to develop a suitable solution.

To the repair page

How long do repairs take?

It goes without saying that quick servicing with a streamlined process is a top priority for us, for linear guideways, ballscrews or the electric drive technology product range. In the ballscrew product range, we offer the following additional services: With advance notice, repairs can be effected in 24 hours. Without prior notice, repairs usually take up to one week. If a repair no longer makes financial sense, we will work with you to develop a suitable solution. For repairs, e-mail us under reparatur@hiwin.de or contact us by phone under +49 781 932 78 32. You can find further information under https://www.hiwin.de/en/service/reparatur

To the repair page
How can I change my terms of delivery?

Our standard delivery condition is FCA. To request other delivery terms, please speak to your personal contact partner or contact our support team.

To my contact person
Where can I find the General Terms and Conditions?

You can find our GTC at https://www.hiwin.de/en/agb

To the AGBs
How do I find the right contact partner?

You can find your contact partner or retailer under Contact (https://www.hiwin.de/en/kontakt). You can also contact us by phone, e-mail or via our chat. We will be pleased to advise you.

To my contact person
How do I enter a new delivery address in my address book?

At the end of the ordering process, you can either select an existing address from your address book or enter a new delivery address for your order manually. Next time you place an order, you will find the new delivery address in your address book. Alternatively, you can e-mail our support team (shop-registry@hiwin.de).

To the delivery addresses
How can I change my terms of payment?

Payment is effected by invoice, and these terms cannot be changed. Feel free to contact us by phone, e-mail or chat if you require further information.


What methods of payment are available?

Payment for orders placed in our online shop can be effected via invoice. We reserve the right to demand payment in advance in the case of a low credit rating.

Where can I find the current catalogue / assembly instructions?

You will find our catalogues and assembly instructions in the area Service/ Downloads under https://www.hiwin.de/en/service/downloads. Here, you can simply select the desired product using the filter function and download the catalogue or assembly instructions in the corresponding language.

To the downloads

Why do I need a project planning sheet?

You need to fill in a project planning sheet whenever you require a sizing or service life calculation from us. It serves as a checklist with which you describe your application for us in as much detail as possible.


Where can I download product catalogues?

You can download all catalogues in the area Service -> Downloads (https://www.hiwin.de/en/service/downloads). Simply select the category “Catalogue” in the filter and filter, for example, by the product group linear guideways, ballscrews, linear axes etc.

To the downloads
Can I save a design?

You can save a design at any time via the “Save” button. When you click this button after opening a new design for the first time, your personal Sizing-ID is generated. You can use the ID to re-open your design and continue the process at a later date. In order to do this, however, you need to make a note of your Sizing-ID. As an additional advantage, registered users can save a design in their personal customer area under “My projects”. They can then re-open the calculation and continue the process later under "My account" -> "My projects" (https://www.hiwin.de/en/my-account/hiwinprojects).

To my projects

Can I size my configured product?

An individually configured product cannot be sized. The sizing tool merely serves to calculate a suitable product based on your application data. Configuration is carried out in the CAD configurator after selecting the appropriate standard product.


How can I share designs with others?

Every design is allocated a so-called Sizing-ID when it is saved for the first time. Making a note of and sharing this Sizing-ID allows you to open the design at a later date, in another browser or on a different PC. To do this, go to Service -> Sizing tools (https://www.hiwin.de/en/service/auslegungstool), enter the Sizing-ID in the first tile and click “Continue sizing”. Simultaneous editing of a design is not possible.

To the sizing tool

Do I need to install software in order to use the online tools?

No installation is necessary in order to use the HIWIN online tools. A functioning internet connection is all you need to use all services.

To the sizing tool

How does the sizing tool for linear axes work?

You can access the HIWIN calculation tool for linear axes (single axes, double axes and cantilever axes) via Service -> Sizing tool (https://www.hiwin.de/en/service/auslegungstool). Simply click the corresponding tile Linear axes. You can then enter your known data for a required application in the sizing tool. Some information is required by the sizing tool (compulsory details) in order to calculate an appropriate linear axis. There are also optional fields and values which are automatically generated by the calculation tool, but can in some cases be adapted. These data and values are explained and listed in the sizing tool itself under the information button. When you have entered the relevant data, the HIWIN sizing tool calculates the appropriate product for your application. When you have completed the design process, you can configure this product according to your requirements in the HIWIN CAD configurator and place your order. You can also download a datasheet of your calculation in PDF format. If you have any doubts, we will of course be glad to assist you in person, over the phone, by e-mail or via live chat.

To the sizing tool
How do I apply for an advertised vacancy?

Please send applications, in PDF format only, to juelide.altan@hiwin.de. You can find further information under https://www.hiwin.de/en/karriere-uebersicht

To our job advertisements
Where can I view the order status?

You can view all orders in your personal customer area under “My orders” (https://www.hiwin.de/en/my-account/orders). Here, you will also find information on the status of your orders.

To my orders

Why can’t I see any prices?

Only registered users can view prices. If you have registered but still cannot see any prices, or if you do not wish to register, you can contact us or e-mail us at shop-registry@hiwin.de. We will get back to you as soon as possible. If you have not yet done so, you can register conveniently at any time under https://www.hiwin.de/en/customer-registration.

To registration

How do I calculate the delivery time?

The delivery time is the production time plus the actual delivery time of our shipping partner. The production time is displayed on the detailed product page and in the shopping basket. You will see the delivery time of our shipping partner after clicking the “Go to check-out” button and selecting the delivery address and mode of dispatch.


Can I order all products online?

All standard products can be ordered online. If you require a product which deviates from the standard, please contact our internal sales team or your personal contact in our Distribution department, and we will work out a solution with you.

To our products

Can I order online without registering?

Orders cannot be placed online without registering first. You can register and log in at any time under https://www.hiwin.de/en/customer-registration.

To registration

Can I order by phone, e-mail or fax?

You can order conveniently by e-mail or fax at any time.


Do I have to set up a user account to order goods?

Before you can order goods, you need to register as a customer under https://www.hiwin.de/en/customer-registration. To do this, click the link “Now register” under ‘Log in”. Complete the registration form and send it. You will then immediately receive a confirmation link by e-mail. Please confirm that your entries are correct after opening the link. Your data will then be sent to us. As a rule, we will enable your access within the next 24 hours. You will be notified by e-mail when this has been done. From this point on, you can log in to the website and use all functions.  Please contact shop-registry@hiwin.de if you have problems registering.

To registration

Is there a minimum value for orders?

There is no minimum order value in our web store.


Can I change or cancel an order I have placed?

It is not possible to change an order online. Please contact your HIWIN representative if required.


Can I have a quotation drawn up?

You can collect your articles directly in the shopping basket, where the sales price is displayed. If desired, you can also generate a quotation directly in PDF format from the shopping basket.

To the shopping cart

How do I order a product online?

You can select the desired product using our product finder and either order it directly or adapt it to your requirements in the CAD configurator. (Configured) products can then be placed in your shopping basket. Registered users can place their orders via the shopping basket. Here, prices and delivery times are also shown again. During the ordering process, you will also be asked to enter the delivery address, select method of payment and delivery option. After successfully placing your order, you will receive an order confirmation via e-mail. You can view all orders in your personal customer area under “My orders”. And if you know the article number or order code from previous orders, you can use the convenient “Quick ordering” function to add a product to your shopping basket.

To our products