Can I place an order again?
Yes, that's very easy! Go to the 'orders' tab on the left in your account and open the order you want to place again. Then click on the blue button 'option menu', go to 'reorder' and select the items you want to order again. These items (including file) will then be placed in your shopping cart. Open your shopping cart, check the files and order. Easy peasy!
Can I cancel my order?
For 72-hour deliveries, you have up to one hour to cancel the order. Cancellation is possible until it is in production. For 24 and 48-hour deliveries, this option is unfortunately not there. Why? We produce these orders as quickly as possible to guarantee you the short delivery time.
To cancel your order, go to the 'orders' tab on the left in your account and open the order you want to cancel. Then click on the blue button 'option menu' and go to 'cancel order'. There you can cancel your order free of charge. Can't you click the button? Then cancellation is unfortunately no longer possible.
What is the submission time for an order?
Good for you asking, being on time is important! Check the submission times at the top of the product pages on probo.nl.
Are you too late with your order? Oops! The delivery date automatically shifts one day. Maybe you can still opt for a rush delivery. Would you like ONB to deliver your rush order within one working day? Then order before 21:30. Would you rather have the rush order delivered by DHL? Then the deadline for placing your order is 16:30.
Please note that ONB only operates in the Netherlands and Belgium.
Can I change my order?
No, unfortunately. It is not possible to change your order. However, as long as we have not yet taken your order into production, in most cases you can fortunately cancel the order free of charge. You can then place a new order with the desired changes.
For 72-hour deliveries, you have at least one hour to cancel the order. Cancellation is possible until it is in production. For 24 and 48-hour deliveries, this option is unfortunately not available. Why? We produce these orders as fast as possible to guarantee you the short delivery time.
Do I qualify for a volume discount?
Do you order a product in a large quantity of the same material? That is advantageous! Your discount is automatically calculated in the shopping cart. Due to the diversity of our assortment, the volume discount differs per product and material.
Can I request a quotation?
Of course, if you have an assignment with a high print run and/or a large area then it is possible to request a quote. Send an e-mail with a clear description of the job to klantenservice@probo.nl. We strive to make you a suitable offer within one working day.
Can I have products wrapped separately or in a special way?
Yes, you can! While finalizing your order you can check the box to indicate that you want the items to be packed differently. Describe what items you want and how we can package them. You pay a surcharge for this. We will try to give you a proposal within one working day.
Note: this option is not available for rush orders.
Why am I not receiving an order confirmation?
How annoying that you didn't receive a confirmation! That's never fun. It may take a while for you to receive a confirmation. If so, please go to the 'orders' tab on the left in your account and check if your order is listed. Is your new order listed? Then there is no problem, we have received your order correctly.
Do you still not see your order in your account after 15 minutes? Then something probably went wrong. Please contact us, we will be happy to help you.
How can I become a Probo customer?
At Probo, we deliver exclusively to resellers who all add value to Probo's products in their own way. They do this in the areas of signing, advertising, interiors, textiles, exhibitions, events and web shops.
Curious? Click here for more information and to request your free account. At Probo we like to take the time to show you around. The New Customer Success team will welcome you with open arms.
As a Belgian entrepreneur, can I also become a customer?
Of course, you are welcome! Please provide your company number when requesting your account. This way we will have access to your data in the corporate register.
Curious? Click here for more information and to request a free account. At Probo we like to take the time to show you the ropes. The New Customer Success team will receive you with open arms.
How do I file my complaint?
How sad to hear that you are not satisfied! We will solve it with all love for you.
Do you have a complaint about one or more items? Then go to the 'orders' tab on the left in your account, open the order you have a complaint about and then click the blue 'options menu' button. Go to 'submit complaint' and fill in the form.
Our tip: for a visible complaint, take photos of the items and their packaging beforehand. That way we can handle your complaint even better and faster!
Do you have a complaint about another subject? Then we would like to hear it. Please contact us or send an email to klantenservice@probo.nl.
What is the status of my complaint?
We do everything we can to make it right with you. A complaint is of course annoying enough. That is why we try to deal with your complaint as quickly as possible, usually within one working day. Unfortunately you cannot view the status of your complaint online. Of course you can always contact us for an update!
How do I create an additional account for my colleague?
Creating an extra account is very useful if you work with several people. Add your own accounts so that multiple people within your organization can log in and order with their own login details.
This is very simple: click on your profile picture on the right in your account, go to the tab 'details and preferences' and then click on 'manage accounts'. There you can add e-mail addresses that are equal to your own account after the '@'. Would you like to add another e-mail address? Then contact us. We'll fix it for you.
How do I request a sample box?
Products and materials need to be seen, felt and tested. We understand that. That is why we have developed a Probobox for you. With the Probobox, you and your customers can easily find a material for any application. Take them in your hands and experience the differences.
A box full of inspiration! Go for the Probobox if you want to order more than ten samples. With this box you can show and feel what you have to offer to your customer in a sales conversation.
What is the visiting address of Probo?
Hey, do you want to come visit us in Dokkum? How nice! You are welcome to:
Fortuinweg 17
9101 PE Dokkum
The Netherlands
And oh yes, you can park your car right in front of the door! Very convenient. See you then!
Can I request samples of a material?
A product or material needs to be seen, felt and tested. We understand that all too well. That is why you can request one or more free samples here.
Our tip: take your sample with you to a sales meeting and also let your customer see, feel and test the material. Guaranteed success ;-).
Can I connect my webshop to your API?
Yes, you can! With an API link, retyping orders is a thing of the past and you no longer need storage. This way you work a lot faster, more accurately and more efficiently. You get access to more than 250 materials and products with unlimited possibilities, which you can order from just 1 piece. The API link can be arranged by a developer for each website or app.
What are Probo's business details?
Hi, we are Probo. But of course you already knew that.
Our company details are:
Statutory name: Probo Sign B.V.
Head office: Fortuinweg 17, 9101 PE Dokkum, the Netherlands
Telephone number: +31 88 022 32 00
E-mail address: info@probo.nl
Chamber of commerce number: 55391974
Vat number: NL851685183B01
Can multiple people work in one account?
Do you work with several people and is it convenient that they can also log in to probo.nl? Then add your own accounts so that multiple people within your organization can log in and order with their own login details.
This is very simple: click on your profile picture on the right in your account, go to the tab 'details and preferences' and then click on 'manage accounts'. There you can add e-mail addresses that are equal to your own account after the '@'. Would you like to add another e-mail address? Then please contact us.
Can I change my data?
You can always do that! To change your personal information or default delivery address, click on your profile image on the right side of your account and go to tab 'information and preferences'. Do you want to change your company data or the billing address? Send an email with the new details to klantenservice@probo.nl. We will fix it for you as soon as possible.
When can I reach customer service?
Our customer service is available for you on Monday till Thursday from 08:00 to 22:00, Friday from 08:00 to 18:00 and Saturday from 08:00 to 17:00. Call, email or chat, it's all possible! We will help you with all our love.
How do I reach customer service?
Do you have a question? Check to see if your question is among the frequently asked questions. Maybe you will find your answer in no time.
Is your question not listed? No problem, we are here for you. You can reach our customer service via:
Telephone: +31 88 022 32 00
E-mail: klantenservice@probo.nl
You can also chat with us on the customer service page at probo.nl!
How can I view my data?
Would you like to know what data we process from you at Probo? You can! You can request an inspection request. Send an email with your request to avg@probo.nl.
Can I become a customer with my company outside the Netherlands?
Yes, you can! You are very welcome. However, it is important that you can prove that you meet our conditions. Click here for more information and to apply for your free account. At Probo we like to take the time to show you around. The New Customer Success team will welcome you with open arms.
What data do you have from me?
In our privacy statement we explain why and how we process your personal data. We have a Data Protection Officer (FG) and will be happy to help you with questions about privacy. Please contact us at avg@probo.nl.
Why can't I log in?
Ai, we are never happy when something doesn't work! Not being able to log in can have several causes. Let's try this:
- Make sure you entered the email address and password correctly. Yes really, a typo is easy to make ;-).
- Create a new password. Very simple: click here to reset your password.
- Delete the cookies of your internet browser. You can delete this data through the settings of your browser.
Still can't log in? Oops! Please contact us, we will be happy to help.
How do I delete my account?
Are you sure you want to leave us? It is with pain in our hearts that we must let you go. Please send an email with your request to avg@probo.nl. Then your account will be deleted.
Can I return an item?
We are sorry that you are not satisfied with your order! Unfortunately it is not possible to return a custom-made or printed article.
Ready-made articles, like a parasol base or a tensioner with spinning hook, can be returned within 14 days after receipt. It is important that the item is in its original packaging, undamaged and complete.
Would you like to return an item? Please contact us, fill in the return form (download it here) and send it together with the article to:
Probo
Havelandoweg 2
9101 PR Dokkum
The Netherlands
Please note: the full purchase amount will be credited to your account within 10 working days. If you return your complete order, you will also receive the shipping costs back. The costs for returning your order are for your own account.
Can I change the delivery address?
Yes, you can change the delivery address until your order is shipped. Go to the 'orders' tab on the left in your account, open the order whose address you want to change and then click the blue 'options menu' button. Go to 'change delivery address' and enter the new address details.
Can my order be delivered faster?
Yes, most items in our range can be picked up the next day or rushed delivery if ordered before 4:30pm. But, there's no such thing as a free lunch! For this fast service you pay a rush fee. You can find the current delivery times and prices on the product pages at probo.nl.
Please note that this only applies to deliveries in the Netherlands and Belgium.
Can I have the order delivered to a trade show, event or construction site?
Yes, ONB delivers to any desired location. Have your order delivered wherever you want, no location is too crazy!
Our tip: for ONB shipments, provide us with the name and phone number of the contact person at the location via klantenservice@probo.nl.
Please note: ONB only delivers in the Netherlands and Belgium.
No one is present at the expected delivery time. What happens to the package?
Each delivery service handles this differently:
PostNL: The driver will try to deliver your package to your neighbors. If this does not succeed, your package goes directly to the nearest pickup point. There will be no second delivery attempt.
DHL: The driver will try to deliver your package at your neighbors. If this does not succeed, they will come to you again on the next working day with your package. If the second delivery attempt also fails, your package will be delivered to the nearest pickup point.
ONB: The driver from ONB also tries to deliver your package at your neighbors. If this fails, they will come to you again the next working day with your package. In most cases, they will contact you to find a solution.
Please note that ONB only operates in the Netherlands and Belgium.
Can I have my order delivered to multiple addresses?
Of course! We'll just fix that for you. While completing your order, choose the 'multiple delivery addresses' option. Collect the address lists in a Spreadsheet file. Tip: download this Excel template. Send the file and your Probo number to klantenservice@probo.nl.
Please note that this option is not available for rush orders.
How do I track my order?
That's easy peasy! The moment your order is shipped, you will receive the shipping confirmation in an e-mail. This makes it easy for you to track your shipment. You can also view the current status of your shipment in your account: go to "orders" on the left side of your account and open the order of which you want to view the status.
Our tip: let your customer easily track his order as well. As soon as the order is created, you will receive a unique link in the order confirmation. You can also find it in your account under 'orders'. Share the link with your customer, that way you will be through all the questions about shipping! No worries: the page is of course fully white-labeled, so your customer won't see Probo anywhere.
Can I send the order directly to my customer?
Of course! We ship everything completely white labeled in blank packages. So your customer won't see Probo anywhere on the packages. This way, you can have your order delivered directly to customers without any worries!
Our tip: personalize your order and add your own packing slip. You can do this while finalizing your order. For example, upload a personal bill for your customer. Whatever you want. Let your creativity run wild and turn the packing slip into a smart sales opportunity!
What delivery options can I choose from?
The choice is huge! The delivery options vary by country. We put it in a row for you:
The Netherlands
You can choose from ONB, PostNL standard, PostNL Rush (before 12:00), DHL Standard, DHL Express (before 11:00) and DHL Letterbox Package.
Belgium
Choose from ONB Delivery Service, PostNL Standard, DHL Standard, DHL Express (before 11:00 am) and DHL Letterbox Package.
For delivery in other countries UPS is ready for you.
To which countries can I ship my order?
We are global ;-) We deliver to Austria, Belgium, Germany, Denmark, Spain, Finland, France, Ireland, Italy, Luxembourg, Sweden and of course the Netherlands. Would you like to send a package to another country that is not on this list? Please contact us. We are happy to look into the possibilities with you.
What are the addresses of the pickup points?
The staff at our pickup points are ready for you! You can pick up your order at the following locations in the Netherlands:
Probo - Dokkum
Havelandoweg 2, 9101 PR Dokkum
ONB - Tilburg
Kranenberg 7, 5047 TR Tilburg
ONB - Aalsmeer
Meester Jac. Takkade 3C-20, 1432 CA Aalsmeer
ONB - Duiven
Innovatie 12, 6921 RN Duiven
ONB - Apeldoorn
Schumanpark 111, 7336 AS Apeldoorn
See you then!
What are the opening hours of the pickup points?
We only have pickup points in the Netherlands. The opening hours differ per pickup point. You are welcome at these times:
Probo - Dokkum
Monday to Friday: 06:00 to 22:00
Saturday: 08:00 to 17:00
Sunday: closed
ONB - Aalsmeer
Monday - Friday: 08:30 to 13:00
Saturday and Sunday: closed
ONB - Duiven
Monday - Friday: 08:00 to 17:00
Saturday and Sunday: closed
ONB - Tilburg
Monday - Friday: 08:30 to 13:00
Saturday and Sunday: closed
ONB - Apeldoorn
Monday - Friday: 08:30 to 13:00
Saturday and Sunday: closed
See you then!
What should I do if the package is not delivered?
Follow the order (track and trace) for the latest status, as the driver may be delayed. Did you choose ONB and haven't received anything yet? Please contact our customer service as soon as possible. Is the shipment delayed at PostNL or DHL? In most cases the order will be offered the next working day. If the delay exceeds two working days, please contact our customer service.
How can I change my default delivery address?
It's very simple! Click on your profile image on the right in your account and go to 'details and preferences'. Under your company data you can change your default delivery address. The new address will then be shown as the default address in the ordering process, handy if you want to order quickly.
When will the order be delivered?
While completing the order, you will make a selection from the available pickup and delivery dates. To deliver the order on the chosen date we depend on the delivery services. Below you can see the percentage of packages that will be delivered on the chosen date. This is without any delays in the production process. Reliability of the delivery services: DHL: 95% (Netherlands), 76% (Belgium) PostNL: 96% ONB: 99%
Can I pick up my order?
Yes, we have several pickup points in the Netherlands you can choose from! You can pick up your order at our headquarters in Dokkum or at one of the ONB pickup points in Aalsmeer, Apeldoorn, Duiven and Tilburg. Most items ordered before 21:30 on working days can be picked up the next morning. Unfortunately it is not possible to pick up your order at a PostNL or DHL pickup point.
What should I do if my delivery is delayed?
A delay is always annoying, sorry about that. Check the current shipping status of your order via track & trace. Do you see that your shipment from PostNL, ONB or DHL is delayed? In most cases the order will be delivered the next working day. Do you have to wait longer than two working days or do you have other questions? Please feel free to contact us. We are here for you!
Is my order guaranteed to be delivered on the chosen date?
Of course we will go for that! Yet we remain dependent on the delivery services. It is possible that your package will be delivered a little later than expected, for example due to the busy schedule of the delivery services. The reliability differs per delivery service. Under reliability we mean: delivering your packages on the chosen date. Any delays in the production process are not taken into account.
Reliability of delivery services:
ONB: 99%
PostNL: 96%
DHL: 95% (Netherlands), 76% (Belgium)
How much are my shipping costs?
Calculating your shipping costs is easy: place the desired products in the shopping cart, choose the delivery address and select the delivery date. You will then receive an overview of the available shipping options including the shipping costs.
Due to the diversity of our range, the shipping costs are calculated over the entire order and not for each individual item.
Our tip: combine orders and save on shipping costs with ONB, the white label delivery service for print professionals. Regardless of size and quantity you pay the maximum:
Netherlands (excl. Wadden Islands): € 45.00, on Saturdays € 95.00
Netherlands- Wadden Islands: € 70.00, on Saturdays € 95.00
Belgium-Flanders: € 50.00
Belgium-Wallonia: € 70.00
Good to know: For each order in your reserved shipping you pay €4.95 packaging costs
Please note: ONB only operates in the Netherlands and Belgium.
Can I choose a time period for delivery?
No, unfortunately you cannot choose a delivery period. However, you can have your order delivered in the morning (in the Netherlands) by DHL Express (before 11:00) or PostNL Express (before 12:00).
The order is not complete. What should I do?
How annoying that your order is incomplete! Never fun. It is possible that there is still a package on the way. So first check the shipping status (track & trace) of your order.
Do you see that there is no extra package on your way? Then go to the 'orders' tab on the left in your account and open the order you did not receive complete. Then click on the blue button 'option menu', go to 'submit complaint' and fill out the form. We will then get to work for you as soon as possible!
What are the delivery times?
Delivery times vary by country and delivery service. We put them in a row for you:
The Netherlands
ONB: Monday to Saturday between 08:00 and 18:00.
PostNL Standard: Monday to Saturday between 09:00 and 18:00.
PostNL Rush: Monday to Friday before 12:00.
DHL Standard: Monday to Friday between 08:00 and 18:00.
DHL Expresser: Monday to Friday before 11:00.
Belgium
ONB: Monday to Friday between 08:00 and 18:00.
PostNL Standard: Monday to Saturday between 09:00 and 18:00.
DHL Standard: Monday to Friday between 08:00 and 18:00.
DHL Expresser: Monday to Friday before 11:00.
View the current status of your order via track & trace.
Our tip: let your customer follow his shipment. Once the order is created, you will receive a unique link in the order confirmation. You can also find it under the 'orders' tab on the left in your account. Share the link with your customer, so he can follow the shipment and you are ahead of any questions! No worries: the page is completely white labeled. Your customer won't see Probo anywhere.
How will my order be packaged?
We ship everything completely white labeled in blank packages. On the packages you will not see Probo anywhere. So you can have the order delivered directly to your customer without any worries! Very convenient ;-).
Our tip: personalize your order and add your own packing slip. You can do this while finalizing your order. For example, upload a personal bill for your customer. Whatever you want. Let your creativity run wild and turn the packing slip into a clever sales opportunity!
The item was delivered damaged. What should I do?
A damaged item is very annoying! Sorry about that. Please go to the 'orders' tab on the left in your account and then click on the blue 'options menu' button. There you can submit your complaint by filling in the form. We will contact you within one business day to resolve this with you.
Our tip: take photos of the damaged item and its packaging beforehand. This way we can handle your complaint even better.
How can I pay?
Let's talk about money. At Probo you have the choice between different payment methods:
iDEAL: for Dutch bank accounts.
Bancontact: for Belgian bank accounts.
Credit card: available for Mastercard and Visa.
On account: pay afterwards via iDEAL, direct debit (SEPA) or transfer the amount manually.
Where can I find my invoice?
We haven't hidden them from you, of course. Under the tab "invoices" in the menu on the left in your account, you will find all your invoices in one overview. After placing your order, you will also receive a digital invoice in your mailbox.
How do I pay an outstanding invoice?
Under the tab 'invoices' in the menu on the left of your account, you will find all your invoices in one overview. You can pay them directly from the overview. So you always have your administration in order!
You will also receive a digital invoice in your mailbox after placing your order. Do you use a Dutch bank? Then click on the blue button 'pay with iDEAL' to transfer the amount directly. Are you paying with a Belgian bank account? Then you can also pay directly with Bancontact.
Would you like to transfer the outstanding amount manually? Of course you can! Always mention your invoice and debtor number in the payment description. This way we can process your payment even faster.
How can I change my billing address?
Please send an email with your new information to klantenservice@probo.nl. We will be happy to modify it for you.
My invoice is not correct. What should I do?
This is of course annoying. Please contact us and we will solve it for you as soon as possible!
How do I change the email address at which I receive my invoices?
We'll be happy to do that for you! Please send an email with your new email address to klantenservice@probo.nl.
My payment has failed. What should I do?
That's never nice! First check whether the amount has already been debited from your account. Is this not the case? Then feel free to place the order again. The items in your shopping cart will be saved.
If you have doubts or if you can't find your way? Do not hesitate and contact us. We are here for you!
What is Probo's account number (IBAN)?
Are you transferring the outstanding invoice amount to us manually? Please always mention your invoice and debtor number in the payment description. This way we can process your payments even easier and faster!
These are our bank details:
Name: Probo Sign B.V.
IBAN: NL23 ABNA 0411 4054 70
BIC: ABNANL2A
How do I receive my refund?
We will transfer the amount to you using the payment method you previously used. Did you pay on account? Then you can offset the credit yourself against outstanding invoices. Nice and easy!
When do you refund after canceling?
Did you pay using iDEAL? Then we will refund the amount to your account within two working days. Still haven't received anything after five working days? That is not the intention, something must have gone wrong. Please contact us.
Where do I find my credit invoice?
Under the tab 'invoices' in the menu on the left of your account, you will find all your (credit) invoices in one overview. You will also receive a digital credit invoice in your mailbox.
When do you refund after returns?
As soon as possible! Once we have received your return, we will refund you within 10 working days. Still haven't received anything after 10 working days? Ai, then something probably went wrong. Please contact us, so we can check it for you.
Can I pay my invoices by direct debit (SEPA)?
Of course you can! Are you paying on account? Then click on 'authorize direct debit' in the e-mail with the digital invoice.