Frequently asked questions

Company

Quotations

Where is your company located?

Distrilab is located in Leusden, The Netherlands.

Does the company have recognitions of its quality system?

Distrilab is ISO: 9001-2015 certified. You can download our certificate here

How do I contact support?

Our sales team is available for support on Monday to Friday from 8:30 until 17:00 (CET). You can reach us by phone on +31 334947834, or by e-mail: info@distrilab.nl.

How can I request a quotation?

For quotation requests please send an e-mail to info@distrilab.nl. Aside from the products you would like to receive an offer for, please also include the following company details in your enquiry: Shipping- and billing address, phone number, and VAT number. Our sales team will get back to you as soon as possible.

How long will your offer be valid?

Our quotations are valid for a period of 30 days.

Orders

Delivery

How do I purchase your products?

If you would like to purchase our products, please send your order to info@distrilab.nl.

To process your order we need a PDF with the following data: The items you wish to purchase, reference number, quotation number if relevant, shipping- and billing address, and all your company details including VAT number.

If you want to use a Purchase Order template, please download it here

Can I make changes to an order I already placed?

If you want to change your order, please reach out to us as soon as possible. Depending on the status of your order, we are able to make changes.

Can I cancel my order?

If you want to cancel your order, please reach out to us as soon as possible. When the order has recently been send in, or a product is unavailable, you are able to cancel the order.

What are the shipping options?

Our parcels are shipped with DHL.

We also accept pick-up by your own carrier, please send your airway bill to info@distrilab.nl, and schedule a pick-up window by your carrier.

Do you ship internationally?

We ship worldwide. Kindly note that we are unable to deliver in the following countries with sanction countries by European law, for example: Ukraine, Russia, Cuba, Iran, Sudan, Syria and North Korea. For complete and up-to-date info: EU Sanctions Map

When will I receive my order?

Depending on the product, we ship prompt from stock, or within the time frame of approximately 3-5 weeks.

Can I track my package?

When your order has been picked up by our DHL courier, an automatic message will be send from DHL with a tracking link.

Why didn’t I receive my full order?

When a product has a longer lead time, it is possible that we send you the order in multiple shipments.

Payment

Return Policy

What payment methods are available?

We accept payment by bank transfer, or credit card via PayPal (7,5% fee).

Do you have a return policy?

If you want to return a product, please ask for support of our sales team, and we will handle your request. In all circumstances the product has to be unopened, and the request has to be within 1 month of delivery. Kindly note a 15% restocking fee is charged with every return.

How long does it take for a refund to be issued?

Please note we will not transfer money back into your account. Instead, the open balance will be subtracted from your next order.