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Introduction
Welcome to the STORDIS Support Portal guide!
When expecting a replacement device or spare part, ensuring that our logistics team has the correct delivery address and contact details is vital. This guide explains how you can update your shipping information for an active replacement request.
How do I update shipping information for replacement parts?
Time-Sensitive Action Required!
Shipping address updates must be submitted BEFORE the shipment is dispatched.
Once a package has been handed over to the courier, we are unable to redirect it while in transit. To secure same-day dispatch or avoid misdelivery, please notify us of any changes as early as possible.
To ensure all details are accurately tracked and updated in our warehouse system, we process all shipping changes directly through our ticketing system.
Here is the simple step-by-step process to update your address:
STEP 1: Reply to Your Active Ticket
The only way to update your shipping address is by sending a message directly within your open RMA or support ticket. Do not create a new ticket or contact us via unlinked channels.
STEP 2: Provide Complete Address Details
In your message, please explicitly state the updated shipping information, including:
• Full Company Name & On-Site Contact Person
• Street Name, Building/Unit Number
• Postal Code & City
• Phone Number of the On-Site Recipient (required for couriers)
STEP 3: Confirmation from Our Team
Our support team will update the dispatch record in our system and send you a message confirming that the new address has been applied to your shipment.
Key Shipping Update Rules
All address updates must be submitted within your active support ticket to ensure immediate handling by the engineer assigned to your case.
Changes must be communicated before dispatch (especially before the 12:00 CE(S)T cutoff for same-day Advanced Exchange shipping).
Always include a valid phone number and contact name for the destination site to prevent courier delivery delays.
Procedure completion
Once our team confirms the updated delivery details, your replacement order will proceed through our standard dispatch pipeline. You will receive a final confirmation message containing your tracking number as soon as the courier collects the package from our warehouse.
Smooth Delivery!
Keeping your shipping information up to date within the support ticket ensures your critical replacement hardware arrives at the right destination without unnecessary delays.
Useful links
If you want to explore more topics, be sure to check out our other guides, including:
What is Advanced Exchange and how does it work?
How can I track the status of my RMA?
Where do I find shipping labels for returning hardware?
Still have questions? You can find more answers in our full FAQ — just follow the link below.
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