FAQ - FREQUENTLY ASKED QUESTIONS

CONTENTS

GENERAL

Registration is required to place an order on max-lang.com. You can either register in advance via MY ACCOUNT at the top right of the page or during the ordering process before you are forwarded to the checkout.

Please make sure that you confirm your account within 7 days via the activation email, otherwise your data will be lost.

In the shopping cart
Here you will find an overview of all the products you have marked for purchase so far. The total amount and any discounts can be found at the bottom of the summary.

Is everything correct? Click on “Continue to checkout” to either log in to your customer account, create a new account or (if you are already logged in) complete your order at the checkout.

Important to know: The items are only reserved for you once you have completed payment for your order.

What happens after the order?
Shortly after you have ordered, you will receive a confirmation e-mail from us with your order number. You will also find an overview in your customer account under Orders.

We will also notify you by e-mail as soon as your digital products are ready.

You have not received an e-mail from us?

Then check the following points:

  • Did the e-mail end up in the spam folder?
  • Have you activated a spam filter in your e-mail system? Please add support@max-lang.com to your address book.

Registration on max-lang.com is required for orders of any kind. Go to MY ACCOUNT at the top right of the page. Then enter the e-mail address you wish to use for your customer account and assign a password. You will then receive an activation link by e-mail. Please confirm your registration via the link. NOTE: If you do not confirm your account within 7 days, it will be automatically deactivated for security reasons. all existing data will be deleted and you will have to register again. Use upper and lower case letters and special characters for your password. The minimum length is 8 characters. When you log in to your account in the future, you will be asked for your password and e-mail address. You can view, change or add to your details at any time in your customer account. It goes without saying that we comply with the applicable DATA PROTECTION REGULATIONS and will not pass on your data to third parties. You have not received an e-mail from us? Then check the following points:

  • Have you activated a spam filter in your e-mail system? Please add support@max-lang.com to your address book.
  • Are you already a customer and have forgotten your password? Then let us send you a new password link: RESET PASSWORD – Confirm the reset by clicking on the link in the e-mail. You will then be asked to enter a new password in the next step.

If you have not received an order confirmation email with all the details of your order, please check the following:

  • Did the e-mail end up in your spam folder?
  • Have you activated a spam filter in your e-mail system? Please add support@max-lang.com to your address book.

You can also place your orders at any time via your customer account in the “Orders” section.

If you are still unable to find your order details, please contact our customer service.

You can find all the details about the revocation provisions in the revocation declaration.
You can revoke your order directly using the online revocation form. However, please note the special regulations on the premature expiry of the right of withdrawal, which you agreed to when concluding the contract.

Your order can no longer be changed or canceled once it has the status completed.

Digital gift vouchers:

Orders for digital gift vouchers can generally be canceled within the scope of the right of withdrawal if they have not yet been redeemed in whole or in part. Please fill out the online withdrawal form form. Customer Service will check your case and contact you if they have any questions.

Digital training programs:

If you have entered incorrect data in the planning form when ordering an online program (Oly Strength, Follow the red line, Ready for competition), please let us know immediately via the customer service immediately. If the training plan has not yet been created by Max, the changes can possibly still be entered.

Cancellation is no longer possible after the training plan has been digitally provided. The right of withdrawal expires prematurely. We have asked you to confirm that you are aware of this during the conclusion of the contract.

Services:

If you have booked one of the coaching products (technical check, personal training, premium coaching, seminars) and unexpectedly do not have time on the agreed date or are unable to attend at short notice due to illness, please contact our customer service and describe the case. We will then find a solution together.

Cancellation is no longer possible after the service has been provided. The right of withdrawal expires prematurely. We have asked you to confirm that you are aware of this during the conclusion of the contract.

We use Google Calendar and Google Meet for appointments and online meetings. A Google Calendar link is automatically created for the appointment as part of the booking process. You will find the link in the order confirmation e-mail as well as in the customer account under “Orders” in the order details. The link allows you to add the appointment to your Google calendar. If you don’t use Google Calendar, you can of course also save the appointment manually in another calendar. Please use the appointment details in the order confirmation e-mail or the order details. We will also send you another appointment reminder by e-mail 48 hours in advance.

PROGRAMMING

If you already have some experience with the barbell, you can choose from three different programming options.

Oly Strength is perfect for all athletes who want to lift weights systematically on the side. The training plan is non-progressive and therefore complements your actual training with 2-3 sessions per week.

Follow The Red Line offers you progressive training progress. Measured against your target loads, you work on your performance in 3-6 sessions per week over 12 weeks to reach the next level.

Ready For Competition is suitable for all athletes who want to prepare for a competition and need a systematic training plan.

You basically train the programming as you have planned it. However, I can’t listen to your body and assess how exhausted you are, which is why you should definitely listen to your body’s signals and reduce the loads if necessary. Your health is the absolute focus. By the way, sore muscles are no reason to reduce the load! 😉

The price of your programming depends on the package you have booked and the number of training sessions. So you pay per training session.

If you are satisfied with your results, you can be proud of yourself first of all! You are free to work with the same program again by adjusting target loads or even move up a level and prepare for a competition.

COACHING

My personal training offer is for anyone who wants to improve their weightlifting technique. It doesn’t matter whether you’re a complete beginner or an ambitious weightlifter. We respond to your individual needs and coordinate your training plan for our joint session in advance.

Basically all our PT offers can be found at CrossFit Fuel (Im Tal 4, 74889 Sinsheim). In individual cases, PTs can also held at other locations; this will be agreed upon individually in writing in advance.

The PT is designed for 2.5 hours to avoid excessive demands. After a short warm-up, we take care of your snatch and clean and jerk, depending on your strengths and weaknesses. At the end of the day, you decide what we want to improve technically, even squats.

The technique check takes place as part of an online meeting via Google Meet. After your order and payment we will send you an invitation incl. a meeting link.

Please record the video from the front (approx. 45 degree angle) and make sure the video quality is good in HD or 4K.
Make sure that you are completely visible in the picture during your lift and cut the video so that only the lift is visible. It is best to move a load where your technical defects or problems are clearly visible.

SEMINARS

My seminars are suitable for all those who have some basic experience in weightlifting. The movement patterns of pulling and pushing should be known and the mobility for both partial exercises should be available.

In principle, the seminars/workshops are aimed at the members of the host box. If places are available for external guests, we will communicate this accordingly.

My seminars are arranged individually with owners of boxes and gyms. You can find an overview of our current seminars here.

Ideally, you should have your weightlifting shoes or suitable training shoes in your gym bag. If you are the proud owner of drawstrings, it’s worth bringing these along too. The most important thing, however, is a good mood and a good dose of motivation.

PAYMENT

PayPal: If you select payment via PayPal, you will be forwarded directly to PayPal at the end of the order process. If you are already a PayPal customer, you can log in there with your user data and make the payment. Are you new to PayPal? Then you can log in as a guest or open a PayPal account and then confirm the payment. Please note that you are agreeing to PayPal’s terms and conditions and thus accepting PayPal’s processes.

Credit card: Pay conveniently and securely with your credit card. The following credit cards are accepted: Amex, Visa, MasterCard, Discover, JCB, Maestro, Diners Club and Union Pay. 3DS authentication is used when completing the order. Authentication guarantees the particularly secure processing of credit card transactions on the Internet using special encryption procedures. You can find more information about 3D-Secure in the FAQ below.

Apple Pay: Apple Pay is available as a payment method for iOS devices. The payment method is accessible via Safari and you can pay with a linked payment card. You can select this payment method at the checkout under “Payment methods”. After you have pressed the Apple Pay payment button, Apple Pay opens. Here you select the card you want to pay with. Please also check the contact details and address stored in Apple Pay. If the entries are correct, you complete the order via Touch ID/Face ID or by entering your passcode. You will then be redirected to the confirmation page in the store.

Google Pay: Google Pay is available as a payment method for iOS and Android devices. You can select this payment method in the checkout area. It is available in all browsers and you can pay with a linked payment card. You can select this payment method at the checkout under “Payment methods”. After you have pressed the Google Pay payment button, Google Pay opens. Here you select the card you want to pay with. Please also check the contact details and address stored in Google Pay. If the entries are correct, you complete the order via Touch ID/Face ID or by entering your passcode. You will then be redirected to the confirmation page in our store.

EPS (AUT): If you are from Austria, you can pay online with EPS directly from your current account, without registration and via your online banking. After you have pressed the “Order with obligation to pay” button, you will be redirected to EPS. Then enter your online banking details and confirm the payment via authentication.

iDEAL (NL): If you are from the Netherlands, you can pay online with iDEAL directly from your current account, without registration and via your online banking. After you have pressed the “Order with obligation to pay” button, you will be redirected to iDEAL. Then enter your online banking details and confirm the payment via authentication.

Przelewy24 (P24): If you are from Poland, you can pay online with Przelewy24 directly from your current account, without registration and via your online banking. After you have pressed the “Order with obligation to pay” button, you will be redirected to Przelewy24. Then enter your online banking details and confirm the payment via authentication.

If something goes wrong during the payment process and the payment fails – a browser window is quickly closed by mistake or the Internet connection suddenly fails – you will receive an e-mail within a few minutes. A link will be sent to you in the e-mail to make the payment again. A customer account is also required to place an order on max-lang.com. So if your payment fails, you can make it again using the payment button in your customer account.

Did you choose credit card as your payment method?
The new 3D Secure procedure for credit card payments has been in place since September 14, 2019.

If you have not yet activated your card for 3D Secure at your bank and do not complete the two-factor authentication, your payment will not be processed. You can find more information about 3D Secure in the “Credit card payment with 3D Secure” tab below. To complete your payment, please register for the service with your bank and use the “Pay” link from the confirmation email as described above to complete the payment.

Still not working?
Then our customer service team will be happy to help you. Even if we do everything we can to avoid such cases, it may happen that you are unable to complete an order due to other problems, such as a technical fault. In such cases, please contact our customer service, where the problem can be solved or, if necessary, your order can be created manually in our system.

European guidelines are changing to make online card payments even safer for you. For every order placed on or after September 14, 2019, you will be asked to verify your identity using 3D Secure. This will be indicated depending on the type of card you use (e.g. Visa Secure, Mastercard Identity Check or American Express SafeKey).

What do I have to do?
If you have not already done so, you should activate your card for 3D Secure. Most banks offer this service online. You can find this out on your bank’s website.

If you have already registered for 3D Secure or used the function before, you do not need to register again. However, it could be that your bank is setting up a new payment process to improve usage. Some banks have designed a new smartphone app specifically for this purpose. Please contact your bank for more information.

To ensure that you can pay easily and securely for your next order, we recommend that you activate 3D Secure before your next online order.

How does the payment process work with 3D Secure?
After you have entered your credit card number, expiration date and verification code at the checkout as usual, a connection to your bank will be established and you will be asked to confirm your identity (two-factor authentication). After correct authentication, the credit card payment is executed.

The authentication procedure may vary from bank to bank. You may therefore be asked to enter a security code similar to a password. Or you can receive a single-use code via your mobile app or text message.

If you change your mind during the payment process, you can easily change the payment method. Navigate to your customer account via the icon at the top right of the screen. Then select the “Orders” button and click on the “Pay” button in the “Actions” column on the right. You will now be redirected to the checkout page. Here you can then simply select the desired payment method in the payment methods section and complete the payment.

You can download a copy of the VAT invoice for one of your last orders in your customer account. You will also receive a copy of the invoice as a pdf by e-mail as soon as your order has been paid. Log in to download an invoice for your order.

The average banking term is up to three days, depending on the bank. In addition, banks do not book transfers on weekends and public holidays. Since most of our booking products have a lead time of less than 72 hours, we cannot always guarantee that payment will be received on time before the start of the appointment. That is why we only offer instant payment options. With “Giropay” (no registration required; participating banks: Sparkasse, Volksbank Raiffeisenbank, Commerzbank, Deutsche Bank, Postbank, Comdirect, Hypovereinsbank, PSD Bank, Sparda-Bank, MLP Bank) you can simply pay via your bank’s online banking via instant transfer.

GIFT VOUCHER

Directly when ordering: Enter the voucher code in the “Redeem voucher code” field at the checkout and click on “Apply”. The voucher amount will be included in the total amount. You can cancel the redemption before completing the order by clicking on “Remove” in the price list.

Forgot to redeem the gift voucher?
As long as your order has not been packed, you can cancel it and simply place a new order.

Do you have several gift vouchers?
Combine as many gift vouchers as you like for your order.

Log in to see your current balance. If you have received the voucher as a gift, please contact our customer support.

How to shop with a gift voucher:

  • Gift vouchers are valid for the entire range on max-lang.com.
  • Gift vouchers are valid for three years after receipt of order
  • There is no minimum order value
  • Combine several gift vouchers for your order as you wish.

Refund of gift vouchers:
A cash refund of a gift voucher is not possible. If you return items to us, we will offset the voucher as a credit which you can redeem for your next order.

Can’t find the voucher code?
The code can be viewed in the customer account under “Vouchers” or downloaded as a pdf. Did you receive the voucher as a gift? Then please contact our customer service.

Have you bought a gift voucher as a pdf but not received it?

Please check your spam folder first – it can happen that our gift voucher e-mails are sorted there. If the e-mail has not arrived, you can download the gift voucher in your customer account in the Vouchers section directly as a PDF.

Please add support@max-lang.com to your address book to ensure that you receive emails from us in the future and that they do not end up in your spam folder.

In the menu under Gift voucher you have the option of buying a gift voucher. You are free to choose the value of the voucher. Various designs and a field for a personal message are also available. We will send the voucher by e-mail or make it available in the customer account under “Vouchers” as soon as we have received your payment.

Forgot to redeem your gift voucher with your order?

Subsequent crediting of gift vouchers is not possible. If you have forgotten to redeem your voucher during the ordering process, please contact the customer support and ask them to cancel your order. Then place a new order and redeem your gift voucher in the “Voucher code” field in the shopping cart.

Have you bought a gift voucher and changed your mind?

Please contact our customer serviceand ask them to cancel the voucher or order. Cancellation is only possible as long as the credit is still fully available. Once a partial amount has been redeemed for the payment of an order, the voucher can no longer be canceled.

COUPON CODE

You can redeem your discount code in the shopping cart. Enter your voucher code in the “Voucher code” field and confirm with the “Apply voucher” button. The purchase amount is then reduced by the value of the voucher.

Would you like to delete a voucher you have already entered? Click “Remove” in the price list at the bottom right.

If your discount code cannot be redeemed when ordering, please check the following:

Has a space crept in?
Please make sure that no spaces are entered in the field.

Has the validity period expired?
Some discount codes have a limited period of validity, which is always indicated. If you have received the code by e-mail, the validity period can be found there.

Has the minimum order value been reached?
Discount codes may have a minimum order value. This is always specified with the code. If you have received the code by e-mail, the minimum order value will be stated there.

Have you combined several discount codes?
Only one discount code can be redeemed per order.

Is the discount code linked to specific products?
Discount codes can be linked to specific products, campaigns or categories.

When are promotional vouchers valid?

Validity period: Discount codes may have a limited validity period, which is always indicated. If you have received the code by e-mail, the validity period can be found there.

Minimum order value: Discount codes may have a minimum order value. This is also indicated. If you have received the code by e-mail, the minimum order value will be stated there.

Limited product selection: Discount codes may be tied to specific products, campaigns or categories.

How do I order with promotional vouchers?

Redeem discount code: Redeem your discount code in the shopping cart by entering it in the “Voucher code” field. Please make sure to avoid spaces.

Can be used once: Your discount code can only be used once, after which the voucher code can no longer be redeemed.

Subsequent crediting: It is not possible to credit the discount code to a completed order at a later date.

Combine vouchers: Only one discount code can be redeemed per order.

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