Delivery of your order

Shipping in general

Smeets & Graas uses the services of PostNL for shipping your package..

The products you order will be shipped in a cardboard box that does not fit the letter box. This means someone has to be at home to receive the package. You can also have the package sent to a PostNL pickup location.

As standard shipping method for the Netherlands we use: sending to the home address , daytime delivery and in the event you are not at home the package may be delivered to the neighbors.

If you want a different delivery method (to a different address or not to the neighbors), simply indicate it during the ordering process on the Delivery Options page.

Would you like to contact PostNL's Customer Service Department for Consumers? Please call 088 225 55 55.

Costs

No shipping costs will be charged when the order amount is 40,- euro or more. This applies to shipments within the Netherlands, Belgium, Germany and Luxembourg. For orders under this amount we charge 4,95 euro shipping costs.

For shipping to other countries, charges are always applied. The costs differ per country and are indicated in a table in the checkout. For orders over 40,- euros, the shipping costs are reduced by 4,95 euros.

Delivery procedure in general (all countries)

The exact delivery time depends on a number of factors:

• Is the product in stock? Usually yes, we keep plenty of stock of almost all products.
• Has the order been paid? If you are a regular customer we do not wait for the payment. The order will be shipped as soon as possible. If you order for the first time and your order exceeds 100 euros, we will wait until payment has been received. If you want to get your order quickly, choose a direct payment method: iDEAL, Credit Card or Paypal.
• The time of ordering: orders made after 4:45 p.m. on weekdays will not be able to be processed the same day. Orders made after 4:45 p.m. on Friday and on weekends will be shipped on Monday.
• During holidays, delivery times may be different. We provide information about this on our website and in the newsletter
• On the day of shipment you will receive 2 emails from us: you will receive the first email when your package has been packed. This email contains the invoice as an attachment. The second email will be sent that same afternoon around 6 p.m. and contains a link to the PostNL website. Here you can follow the status of your order.

Delivery procedure The Netherlands

Your order will be delivered the next working day or on Saturday.

• If you chose standard delivery, your package will be delivered the next day, from Tuesday to Saturday, between 8:30 a.m. and 9:30 p.m.
• In case the parcel cannot be delivered (You are not at home and delivery to the neighbors is not possible or allowed) the parcel will go to a Pickup Location near you. With the details on the notification, you can pick it up the next day from 3 p.m. onwards (upon presentation of an ID by or on behalf of the addressee).
• Your package will remain at the PostNL Location for 1 week. After that it will be returned to Smeets & Graas.
• If an order is shipped by us with a delay you will be notified by email.

Pick up at a PostNL location We can also ship your order to a PostNL location. You can choose the location yourself, there are no extra costs involved:

• In the checkout, you can select from PostNL locations. The suggested locations are in your area, but you can have the package sent to locations throughout the Netherlands.
• Packages are available the next day, from Tuesday to Saturday, from 3 p.m. at the pickup location. Most PostNL locations have extended business hours.
• You will receive an email notification from PostNL when the package is available.
• At pickup, you must provide your ID and a signature for receipt.
• UYour package will be held for you at the PostNL Location for 1 week. After that it goes back to Smeets & Graas.

Shipping costs Netherlands For orders starting at 40,- euro we ship for free. Below that amount the shipping costs are 4,95 euro. You do not have to do anything special for this, the checkout is setup for this.

Shipping products on warm days

At Smeets & Graas, quality is paramount. That's why we want to make sure that when our products arrive at your home their stability and efficacy are still as good as when they left our warehouse. This is why for years we have shipped our packages with cool packs on days when the temperature was higher than 30°C.

This way, we thought we would maintain the ideal storage temperature of most nutritional supplements (maximum 25° C) as much as possible. In cases of an official heat wave, we did not ship any products at all, so as not to run any risk.

Unfortunately, shipping with cool packs is not very sustainable and besides it is also costly and time consuming. The decision not to ship on some days was also a difficult one every time. Because we obviously want to keep our promise of fast delivery as much as possible

More warm days

Nevertheless, with the increasing number of warm weather days in the Netherlands, we began to wonder if there was no other way. We therefore asked the producers of our range for advice on the matter.

Precautionary measures producers

Our manufacturers are very serious about the effect of heat on the quality of dietary supplements. This is why so-called heat tests are carried out at the end of the development phase of a product. The most stringent quality requirements are applied by the Thorne brand. At Thorne, products undergo an accelerated stability test in which the product is exposed to heat (40° C) and humidity (75% RH) for 90 consecutive days.

Should the product no longer meet the standard of stability, purity and efficacy at the end of the test, it is not put into production in that form and will be reformulated.

Other suppliers were also able to demonstrate by testing policies that their products could withstand a heat blast. For us yet another confirmation that we only want to work with quality brands. As a result of the outcomes, we were able to slightly adjust our heat protocol:

Heat protocol Smeets & Graas 2023

• At temperatures over 30°C, we do not ship products that require refrigerated storage (such as certain probiotics).
• At temperatures over 35°C for up to 2 days, we ship all orders with a cool pack.
• At temperatures over 35°C for more than 3 consecutive days, we do not ship orders. We do take orders but do not ship them until the temperature decreases again.

With these measures, we can absolutely continue to guarantee the quality of our assortment.

We will of course continue to ship products that must always be kept refrigerated with a cool pack at any temperature. When it is warmer than 30 degrees we do not ship these products.