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Shipping & Delivery

  • When will I receive my order?

    In the specifications of the iBOOD offer we communicate the expected shipping date. Please note it is an expected shipping date on which you will receive an email with the confirmation that your package has been send. Within the email there will be a Track & Trace code (if applicable) you so can see the expected delivery date.

  • How can I track and trace my order?

    iBOOD.com will inform you in several ways about your order and when you can expect it to be delivered. First of all we will keep you informed by email. Furthermore you can keep track of your order in ‘My iBOOD’ and, if applicable, keep track with a track and trace code provided. For more detailed information see below.

    Order confirmation email
    After you have successfully finalized your order you will receive an order confirmation per email and your order will appear in ‘My iBOOD’. In case you didn’t receive an order confirmation and your order doesn’t appear in ‘My iBOOD’ please contact the Customer Service department as soon as possible by using the contact form on our website.

    Shipping confirmation email
    When you have ordered a physical product and your order is being dispatched, you will receive a shipping confirmation by email. Furthermore the status of your order in ‘My iBOOD’ will change and, if applicable, a track & trace code will appear.

    In the shipping confirmation is the delivery address you specified when you submitted your order. In addition a UPS, PostNL or TNT track & trace code will be included (envelope shipments are without track and trace code) and additional information.

    Mail confirmation voucher/code/coupon
    In case you have ordered a voucher, a product code or a coupon you will not receive a shipping confirmation for the physical distribution. Instead you will either receive an email directly send by the supplier or by iBOOD which includes your voucher, code or coupon. This email will also include further information how to use or redeem your voucher, code or coupon. Please do check your inbox and spam filter carefully.

    My iBOOD
    In My iBOOD you can find an overview of your orders and their current statuses. As soon as you submitted an order it will appear in ‘My iBOOD’ and you will find your UPS, PostNL or TNT track & trace code, if applicable (envelope shipments do not have a track & trace code) as soon as it has been shipped. If anything is wrong with your shipment you can contact the Customer Service department via ‘My iBOOD’.

    Track & trace code
    We send our shipments either with TNT, PostNL or UPS. In the shipping confirmation and in ‘My iBOOD’ you can find a link to their track & trace code if applicable (envelope shipment do not have a track & trace code). This information contains detailed information about your shipment and the delivery process. Please keep track of this information you can see the expected UPS, PostNL or TNT delivery date.

    Parcels cannot be delivered at P.O. box. Furthermore the delivery address needs to be in the same country as you have placed the order.

  • Can I still change the delivery address?

    As long as your order hasn’t been processed in our warehouse or has been dispatched, you can change the delivery address in ‘My iBOOD’.

    When your order is being processed or dispatched we cannot change the address anymore. Then you can contact the carrier which is mentioned in your shipping confirmation and follow their instructions.

    We always advise to pick the delivery address carefully so that the delivery process will run as smoothly as possible. Please keep in mind that a P.O. box cannot be used as a delivery address. In case you want to have your package delivered at your office please mention the name of the company.

  • Can I still change the billing address?

    For us it is not possible to change any billing address. This will always stay the address as given when you placed your order. For new orders you can do change the billing address. Please go to ‘My iBOOD’ and change it in your account settings.

  • Can I collect my order in person?

    Unfortunately it is not possible to collect your order in person. This is because iBOOD have several warehouses located throughout Europe and it is not possible to make exceptions. All orders will be shipped safely through UPS, PostNL or TNT to ensure your products arrive promptly and safely.

  • Can I combine several or different orders?

    If you have placed several orders on one day or ordered different products within one week, we are unfortunately not able to combine these orders and ship them together. This is due to the different locations of our warehouses, and it is simply not possible to combine different orders.

  • What are the shipping costs?

    The shipping costs depend on the total weight of the total order. In the table below you can find the exact prices for the different weight categories.

    Total Weight of the complete order Value
    Vouchers, coupons, product codes and Services £ 0,00
    up too 5.00 kg £ 7,95
    5.00 kg or more £ 9,95

    When you order more than one item it is possible that you will have to pay a higher rate because the total weight of your order exceeds the 5 kg limit. You pay per order, this means when we deliver in several parts or shipments, you still pay the same rate.

  • How will my order be packed?

    Depending on the offer you have purchased the shipping method can differ. The following options are applicable:

    1. By e-mail: in case you ordered a voucher, product code, coupon or service
    2. By envelope (one or more envelopes are possible), without track & trace
    3. By package (one or more envelopes are possible) including a track & trace
  • How will it be delivered?

    iBOOD uses the services of UPS, PostNL and TNT for shipping your order. Which courier we use differs per order and this cannot be chosen when placing your order. In the shipping confirmation we will inform you which company will deliver your order.

    UPS
    They will try to deliver your order from Monday to Friday between 08.00 and 18.00 hrs. They do not deliver in the evening or in the weekend.

    In case your order is being shipped with UPS they will make 3 attempts to deliver the package. This includes delivery at a neighbors address. If a delivery is not possible UPS will store your order for 5 days at their distribution center. After these 3 attempts and 5 day storage, your order will be returned to our warehouse. For the delivery (or pick up) a signature is mandatory.

    TNT or PostNL
    They will try to deliver your order Monday to Saturday between 08.00 and 21.00 hrs. Depending in which area you live TNT or PostNL will try to deliver it in an early shift or a late shift.

    In case your order is being shipped with TNT or PostNL they will make 2 attempts to deliver the package. This includes delivery at a neighbors address. If a delivery is not possible, TNT or PostNL will store your order for 3 weeks at a local TNT or PostNL service point or post office. With the notification and identification you can pick up your order at these places. If the order isn’t been picked up then it will be returned to our warehouse. For the delivery (or pick up) a signature is mandatory.

    Both companies need to provide a notification, including instructions and further information, when a delivery attempt failed.

    In some cases the carriers mentioned above contract local carriers to deliver your order. This is out of our reach. Nevertheless, the tracking code should still provide the information regarding your shipment.

  • What happens if my package has been sent back to iBOOD warehouse?

    If you haven’t been able to re-arrange the shipment at a more convenient time, to another address or haven’t been able to pick it up at the assigned service point, your package will be shipped back to our warehouse. If this happens we will refund the value of your order. We aren’t able to resend the package to you. The refund will take place as soon as possible (normally within 10 working days).

  • My Track & Trace code doesn’t work?

    The track & trace code provided in the shipping confirmation and in ‘My iBOOD’ is activated as soon as your shipment is being received at the distribution center of the transport company. It can take up to 24 hrs before all information is available. In the weekend UPS will not update their information. TNT or PostNL will update the information on Saturday as well.

    If after the weekend or 24 hours your track & trace code still isn’t working, you can either contact the courier or our Customer Service. Please note that you need to contact our Customer Service via the contact form within 7 working days.

  • Track & Trace indicates that the package has been delivered but I haven’t received anything yet?

    First of all we advise you to check with your neighbors if they have received the package for you. It this is not the case and according to the Track & Trace code you should have received your order, please contact via the contact form our Customer Service within 7 working days after receiving the shipping confirmation. You can contact us by using the contact form on our website. They will contact our logistic partner and UPS, PostNL or TNT to investigate the case. As soon as Customer Service has information about your shipment they will contact you again.

    When you do not call in your missing parcel within 7 working days, the Customer Service cannot accept your claim anymore.

  • What to do if I haven’t received a shipping confirmation?

    First of all we advise you to check ‘My iBOOD’ to see what the status of your order is. In case the status shows that it is still not sent, then there is still no shipping confirmation email sent yet.

    If a track & trace code is provided you can trace your shipment with this code (excluding envelope shipments).

    In case of a voucher, code or coupon you do not receive a separate shipping confirmation, but you will receive an email with the voucher, code or coupon directly.

    Secondly we want to advise you to check your spam filter to see if your shipping confirmation is in your spam box. If it is not in your spam box you can contact our Customer Service via the contact form on our website. They will help you as soon as possible.

  • UPS Track & Trace code status

    My UPS track & trace code says “billing information received”, what does this mean?
    UPS has received all the information needed and planned the shipment, but they are waiting for the arrival of the package at their distribution warehouse. As soon as they have received it the status will change into In Transit or In Delivery. If after 48 hours your Track & Trace code still shows Billing Information Received, please contact us via the contact form on our website. We will need to contact UPS to check if something is going wrong.

    My UPS track & trace code says “in transit”, what does this mean?
    UPS has your shipment in one of their warehouses. Either it is waiting to be shipped to you or to another warehouse that is in your area and then will be shipped to you. We advise you to wait for the delivery.

    My UPS track & trace code says “exception” what does this mean?
    Your shipment is in the delivery process yet there are exceptional circumstances. This could be a delay of the package, package got lost or the package got has been damaged. It could still mean that your package can be delivered. If you see this status, please contact us immediately via our contact form. We will need to contact UPS to start an investigation to find out what has happened and what will be done next. In these cases we will need to start an investigation. This investigation can take up to 4 to 6 weeks. This time frame is outside our control to expedite unfortunately.

  • TNT or PostNL Track & Trace code status

    My TNT or PostNL track & trace code says “Collection or Sorting”, what does this mean?
    This means that TNT or PostNL has received all the information needed and is either picking up your package at our warehouse or is preparing your package to be redistributed to a warehouse in your area.

    My TNT or PostNL track & trace code says “Distribution”, what does this mean?
    Your shipment is either being send to a local warehouse from which the package will be delivered to you or the driver is going to deliver it to you.

    My TNT or PostNL track & trace code says “Pre-alert / Exception” what does this mean?
    Your shipment is in the delivery process yet there are exceptional circumstances. This could be a delay of the package, package got lost or the package got has been damaged. It could still mean that your package can be delivered. If you see this status, please contact us immediately via our contact form. We will need to contact TNT or PostNL to start an investigation to find out what has happened and what will be done next. In these cases we will need to start an investigation. This investigation can take up to 4 to 6 weeks. This time frame is outside our control to expedite unfortunately.

  • Can I contact TNT, PostNL or UPS myself?

    Yes you can but not in all cases. In case you want to try to reschedule your delivery or change your delivery address after a delivery attempt, you can try to contact UPS or TNT or PostNL.

    TNT www.tnt.nl
    PostNL www.postnl.nl
    UPS www.ups.com

    In cases your track & trace code states “billing information received”, “exception” or you haven’t received your shipment, you have to contact our Customer Service via our contact form. UPS, PostNL or TNT can’t help you directly in these cases.

    In these cases we will need to start an investigation. This investigation can take up to 4 to 6 weeks. This time frame is outside our control to expedite unfortunately.

    Not in all cases TNT, PostNL or UPS will be able to help you and they will refer to our Customer Service. You can contact them any time and they will try to assist you.

  • If want to cancel my order can I refuse the shipment?

    Yes you can refuse your shipment when being delivered and ask the driver to send it back to sender. The transport company then will send it back to our warehouse.

    When you do not pick up your shipment at the service point of TNT, PostNL or UPS, your order will be send back as well. As soon as received by our warehouse, your order will be cancelled and we register it as a cancellation after shipping. If needed we will make a refund to your account.

  • How can I see how many packages I will receive?

    When you click on your track & trace code, if applicable, you will see how many packages your shipment contains. In some cases it is possible that a track & trace code covers several separate track & trace codes (so called multi coli shipment - more than one parcel shipment).

    In case you receive separate shipments, each shipment will have its own track & trace code.

    For each order a track & trace code will be issued unless it is a voucher, code or coupon offer.

  • What should I know when I order with Cash on Delivery?

    If you have placed an order under the payment condition Cash on Delivery you will receive your order after you paid the driver for the total order amount including the transport costs and the additional Cash on Delivery charge.

    When you pay with Cash on Delivery, you always have to ask the driver for a receipt as proof of payment. Furthermore you need to keep this proof of payment otherwise you cannot claim any refunds.

    For the Cash on Delivery we charge an additional amount. This is the added to the basic transport costs.

    UPS is dealing with the Cash on Delivery shipments for us. TNT does not execute these kind of shipments for us.

  • Holidays; are there exceptions in the delivery time?

    The expected shipping date we communicate in the specifications of the offer on our website is excluded local holidays and based on working days. For example weekends, Christmas, New Years Eve, Easter and local holidays aren’t counted into the expected shipping date.

  • How can I contact Customer Service when I have a question?

    You can always contact us via the ‘My iBOOD’ section when it comes to warranty and service requests. Furthermore you can contact us via our contact form on the website.

    The Customer Service is open:
    Monday till Friday 09.00 – 19.00 hrs CET
    Saturday, Sunday and Dutch national holidays we are closed.
    We will always try to respond as quickly as possible.

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