Customer Service

• Delivery and shipping
• Security and confidentiality
• Returns
• Warranty
• Payment methods
• Contact
• Order online

Shipping

All our orders are delivered by DHL. Orders that cannot be shipped directly to your home because of their size or purchase price will be sent to a collection point, which will be communicated to you by e-mail. In addition, a tracking link will allow you to locate your package in real time.

SB Supply offers its services in all European Union member countries, and in Switzerland.

Delivery

All items in stock in our online store will be delivered to your home between 2 and 4 days. Delivery times may differ depending on the items and will be indicated in the description of the item. Delivery times are an estimation only; it is possible that your delivery may be delayed by DHL for any reason. We are neither responsible nor legally bound by delays caused by factors beyond our control, such as weather conditions or delays due to customs.

Shipping fees

You will find in the following list the shipping costs to different European countries (keep into consideration that a surcharge applies for island delivery): 

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Country	Fees	Free shipping above	Delivery time in Business days
Austria	€ 4.99	€ 99	2-3
Belgium	€ 4.99	€ 49	1
Denmark	€ 4.99	€ 99	2
France	€ 4.99	€ 99	2
Germany	€ 3.99	€ 32	1-2
Italy	€ 4.99	€ 99	2-3
Netherlands	€ 3.99	€ 49	1
Poland	€ 4.99	€ 99	2-3
Portugal	€ 4.99	€ 99	2-4
Spain	€ 4.99	€ 99	2-4
Switzerland	€ 24,99 / €14,99 / 0 *	€ 499	2-5
Rest of countries in EU
Bulgaria	€ 9.99	€ 250	2-5
Croatia	€ 9.99	€ 250	2-4
Cyprus	€ 9.99	€ 250	4-7
Czech Republic	€ 9.99	€ 250	2-5
Estonia	€ 9.99	€ 250	2-5
Finland	€ 9.99	€ 250	2-5
Greece	€ 9.99	€ 250	2-5
Hungary	€ 9.99	€ 250	2-5
Ireland	€ 9.99	€ 250	2-4
Latvia	€ 9.99	€ 250	2-5
Lithuania	€ 9.99	€ 250	2-5
Luxembourg	€ 9.99	€ 250	2
Malta	€ 9.99	€ 250	4-7
Romania	€ 9.99	€ 250	2-5
Slovakia	€ 9.99	€ 250	2-5
Slovenia	€ 9.99	€ 250	2-5
Sweden	€ 9.99	€ 250	2-3

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! Shipping costs may vary depending on the products !

For delivery to French overseas departments and territories, the delivery price depends on your location. This price will be indicated before finalizing the order.


* The prices for non-EU countries only include shipping costs. Customs duties, VAT and DHL fees must be paid by the customer. Orders over €499,00 are free of shipping costs within Switzerland. 

Integration of the Trusted Shops badge

The Trusted Shops trust badge is inserted on this page to display our Trusted Shops trust mark and all opinions collected, or to offer Trusted Shops products to buyers after an order has been placed. These operations serve to protect our legitimate interests when balancing different interests. The Trusted Shops badge and the services attached to it are offered by Trusted Shops GmbH, Subbelrader Str. 15C, 50823 Cologne.

When you access the Trusted Badge, the web server automatically saves a day file, which contains, for example, the name of the requested file, your IP address, the date and time of the access, the amount of data transferred and the Internet service provider who made the request (access data). The access data is not evaluated and is automatically deleted at the latest eight days after the end of your visit. Further personal data will be transmitted - to Trusted Shops only - if you have opted to use Trusted Shops products after placing an order or if you have already registered for such use. In this case, the contractual agreement between you and Trusted Shops applies. 

We want you to be fully satisfied with your order. If you are not, you can return the items within 14 days of receiving them to the following address:

Return Address
SB Supply Europe BV
Batterij 7
7141 JL GROENLO
The Netherlands

Return Conditions

• You have 14 days from the receipt of your order to return it.
• The customer will pay for the return shipping costs.
• Items must be returned in optimal condition and in their original packaging.
• Any damage may result in a reduced refund. Excessively damaged or unusable products will not be refunded.
• We have a different returns policy for hygiene products such as earplugs, respirators, litterboxes, or sealed health products.

Returns and Order Replacement

Complete the return form below and include it in the package you send back to us:
Click here to download the return form ⤓

If you are not satisfied with the product:

Fill out the return form and include it in the package. We will then refund the product cost + the shipping cost of the original order. Note: The shipping costs that you will pay for returning the product will not be refunded.

If you receive a different or damaged product, or a product covered by warranty:

Contact our customer service at: [email protected]. We will process your return request within 72 hours (working days, excluding weekends or holidays). Our customer service will provide a solution, such as a warranty form with a paid return label, or a solution with a new product or spare part. Ensure you include the warranty form in the package. Once we receive the defective or incorrect item, we will send you the correct item (if available). Note: Products damaged due to misuse are not covered under warranty.

If you wish to cancel a paid order:

Please allow up to 14 days for us to process your return. We will refund the product cost + the shipping cost of the original order, if paid. Note: We will not refund shipping costs for returning the product back to our warehouse.

If you wish to return a hygiene product:

Items such as earplugs, respirators, litterboxes, or sealed health products are classified as hygiene products. If the seal of these products is broken after delivery, they cannot be returned. Customers purchasing hygiene items will automatically receive an email explaining this return limitation. This policy complies with Directive 2011/83/EU (32011L0083), Article 16, letter E, regarding exceptions to the right of withdrawal.

Professional and Reliable Service

For us, handling returns securely and without inconvenience is essential. For this reason, every returned package is carefully inspected by two operators simultaneously. This double-check ensures transparency and prevents any issues or misunderstandings. We are committed to always offering you a professional and reliable service.

Despite the quality of the items in our range, it is possible that you receive an item that is defective. SB Supply is at all times the first point of contact and guarantees your legal rights to an article in accordance with the expectations. In that case, we will provide you with a suitable solution as quickly as possible. We do this, depending on your item, by replacement or repair. In addition, certain products are covered by manufacturer's warranties, which may vary per product. For a warranty request or more information, please contact our customer service by phone or email: [email protected].

Replacement product

When you have returned an item, you will automatically receive a replacement (if in stock).

Improper use

If the defect has fall, impact or water damage or if the item has been used improperly or the defect is within the expectation pattern with normal use of the item, you can not claim a free repair or replacement. You will then receive a non-binding quote for the costs of repair. You can then indicate whether you agree to repair for the stated amount or whether you waive further processing. In the latter case, you can get your item back. The transport costs for the return are for your own account.

SB Supply offers practical methods that allow you to pay quickly and securely.

Sofort Banking

Sofort banking is an online payment system based on tried and tested online banking with PIN/TAN entry for secure and fast processing of your online purchases.

What is an "instant transfer"?

Sofort banking is an innovative payment method with verified transaction security. Sofort banking was developed by Payment Network AG and is already being used in numerous online shops.

Using the secure Payment Network AG payment form, which is not accessible to retailers, Sofort banking automatically and in real time places a transfer in your online bank account. The purchase amount is transferred immediately and directly to the retailer's bank account.

GiroPay

You simply use your online banking access data (PIN and TAN) without any additional registration. Giropay takes care of the rest.

PayPal

To be able to pay with PayPal, you must have a Paypal account, which will be linked to your bank account and will allow you to make a credit or pay directly. After accepting the order, the amount is automatically deducted from the credit on your PayPal account. Paying with PayPal is very fast and extremely reliable.

By Card (MasterCard, Visa and American Express)

When you make a payment by credit card (MasterCard, Visa and American Express), you will be redirected to your bank's secure environment. The transaction will then be approved and processed.

We do not charge additional fees for credit card payments, except for American Express payments, for which an additional 2% will be charged.

Bank transfer

When you choose bank transfer, please indicate the appropriate amount. This process is automated. Information on the payment amount and order number will be included in the order confirmation email. Processing time is approximately 1-2 days. Payments by bank transfer are free of charge.

Apple Pay

Apple users can also pay with Apple Pay. This only works in Safari and in combination with an Apple device.

You didn't get an answer to your questions or wish to make a complaint? Please contact our customer service by email or phone. We always try to answer you as quickly as possible, within 5 business days.

Company information can be found by clicking here

Distribution center:

SB Supply Europe BV
Batterij 7
7141 JL GROENLO 
The Netherlands

You will find our complete product range in our online store. All our prices include VAT. You can search, view and compare products in our store. To order a product, click on the 'Add to cart' button. If you want to order multiple products, click on the 'continue shopping' button and go to the other desired items.

When you have added all products to your shopping cart, you can have your order delivered at home or at work, then click in the shopping cart on the button "Proceed to checkout". Then enter your name and address details. Then choose a payment method and confirm your order to place it, you do this by clicking the "Place order" button.

You can also subscribe to the SB Supply Newsletter (you can always unsubscribe by clicking a link in the footer of the newsletter).

Our privacy statement can be found here