Shipping & Delivery

Delivery

Once you place your order, we'll start working to get it to you as quickly as possible. You'll be kept informed of your order status by email and through HELP-ICE. The delivery process depends on several factors:

• Payment
• Product inventory status
• Delivery time from our supplier to us.

Payment

If you've chosen a payment method that requires payment to be received prior to delivery (iDeal, PayPal, Bancontact, Credit Card, or prepayment), your order will only be processed once payment has been received. Depending on your chosen payment method, it may take 1 to 2 days for your payment to be processed. If you choose Pay Later or payment on account, your order will be processed immediately.

Product inventory status

You'll find an estimate of the delivery time in the product description. Products that are in stock will have a delivery time of 1 to 2 days. For products that are not in stock, the delivery time is usually 3 to 6 business days. These products must be ordered from our supplier. For products that are stated as pre-orderable or that state that the delivery time is unknown, no guarantees can be given regarding the delivery time. In all cases, we strive for the fastest possible delivery.

The delivery time of the product from our supplier to us.

If a product is out of stock, but there is no reason to expect it will not be available within a few weeks, the delivery time is stated as 3 to 6 business days if in stock. However, because HELP-ICE offers a wide range of specially manufactured, custom-made products, we are not always able to deliver your order within the stated delivery time. The stated delivery time is therefore always an estimate, and no rights can be derived from it.

What if the delivery time is not met?

Despite our efforts to deliver your order within the delivery time, it is possible that an order cannot be delivered within the stated timeframe. In that case, we will do our utmost to inform you of the reason for the delay, the expected delivery time, and any alternatives that can deliver faster. We can then decide together how to handle the order. You are always entitled to cancel the order and request a refund of the amount you paid.

Shipping costs?

We will charge the shipping costs for shipping within the Netherlands, Belgium, Germany or international, if indicated when placing your order.

Shipping

HELP-ICE.com uses PostNL to ship all orders. Small orders and orders with a low order value are shipped via PostNL letterbox mail. Larger orders and orders with a higher order value are shipped via parcel post.

Shipping via parcel post

Orders with a higher order value and orders that do not fit through a letterbox are shipped via parcel post. You will receive a tracking code by email with which you can track your shipment, and you will receive status updates about your package by email. You must be home to receive the shipment. If you are not home, it will be delivered to your neighbors, taken for delivery at a later time, or delivered to a collection point near you. The PostNL parcel delivery driver will inform you what will happen to the package if it could not be delivered. If you have any questions about this shipping method, the updates you receive, or anything else regarding the delivery of your order, please contact us.

Shipping via Letterbox Post

Orders with a relatively low value are sent via letterbox post. The advantage of this is that you do not need to be home for delivery, and for orders within the Netherlands, you will still receive a tracking code to track the shipment. Letterbox parcels sent to Belgium, Germany or international unfortunately do not have a tracking code.

Letterbox post within the Netherlands usually arrives the next day, while mail to Belgium, Germany or international usually takes 2 to 3 days to arrive. Sometimes orders are delivered late. If your order has not been delivered after 5 business days or if you have any questions about this shipping method, please contact us.