Frequently Asked Questions

We do not refrigerate our products during transportation due to the use of a double pasteurization method. This method ensures that our products remain shelf-stable without the need for cooling. The double pasteurization process involves subjecting the product to two rounds of heat treatment to eliminate harmful bacteria and microorganisms, thereby extending its shelf life.

Thanks to this pasteurization method, our products can be safely transported without refrigeration. Even in the case of delays in the transportation process, the quality and safety of our products remain intact. However, it is important to note that once the products are delivered to you, it is advisable to promptly remove them from the box and place them in the refrigerator to maintain their optimal shelf life, as indicated in the instructions on the packaging.

We highly recommend ordering well in advance if you intend to fast or follow a specific bone broth program. While we strive to meet your desired delivery date, we cannot guarantee that the order will be delivered on the exact day and date you have chosen.

It is crucial to consider potential delays that are beyond our control, such as unforeseen logistics challenges or transportation issues. To avoid disappointment, we advise placing your order well in advance, allowing sufficient time before you commence your fasting period or begin your program.

Warmer weather presents additional challenges. Especially when it comes to transporting food. Even if it does not need to be refrigerated during transport. We prefer to refrigerate our products to preserve the quality of the gelatine (collagen).

Therefore, during the warmer days (+20 C) we use 100% ECO-friendly cooling bags. These bags are reusable and fully recyclable. The packaging is made of kraft and is filled with water. When you want to throw away the cooling element, just cut open the bag and pour out the water. The cool packs cool for up to 30 hours.

DHL is an external company. Therefore we cannot change the details of your order once it has been sent. If your order has not been processed yet, you can change or cancel it. This can be done by sending an email to contact@babsbonebroth.com before 9 am.

We collaborate with DHL for our deliveries. Packages are delivered on Tuesdays and Thursdays in the Netherlands, provided there are no delays. Please keep an eye on your track & trace for updates. Delivery to other countries may take a few additional days.

We aim to deliver packages within 1 to 2 days, as indicated by the selected delivery days on the calendar. However, please be aware that there may be a delay of 1 to 2 days. We strive to achieve delivery within this timeline to the best of our ability. It’s important to note that as a service provider, we do not have direct access to the track & trace system and cannot adjust delivery preferences directly. However, you can modify your delivery preferences yourself through the track & trace feature. We recommend regularly checking your track & trace status and adjusting your delivery preferences if necessary. This policy applies to deliveries within the Netherlands. For deliveries to other countries, delivery times may vary. Stay informed about the latest updates on the expected delivery date by monitoring your track & trace information.

If your subtotal* exceeds € 120.00, delivery is free. For orders up to € 120.00, we charge € 5.45 delivery costs per package.

*Subtotal is the total after the application of a discount, a current promotion or loyalty points. If a discount, a current promotion, or loyalty points reduce your subtotal to less than € 120.00, the offers cannot be combined. The shipping costs are then € 5.45.

Important information in case of two missed delivery attempts

DHL is obliged to make 2 delivery attempts at the address indicated. Babs is not responsible for the 3rd delivery attempt! After the last attempt, the parcel will be returned to Babs. You will then receive a refund minus the full shipping costs of € 5.45. This also applies to subtotals above € 120.00.

So make sure you are home at the agreed time to avoid your package being returned.

Our commitment is to deliver packages as quickly as possible, according to the selected delivery days on the calendar. However, there may be a delay of 1 to 2 days. It’s important to note that we do not have direct access to the track & trace system and cannot adjust delivery preferences directly. However, you have the option to modify your delivery preferences yourself through the track & trace feature. We advise you to regularly check your track & trace status and adjust your delivery preferences if needed. This policy applies to deliveries within the Netherlands, while delivery times to other countries may vary. Stay informed about the latest updates on the expected delivery date by monitoring your track & trace information.

With DHL Parcel, you can easily track your package online, anytime and anywhere. Receive automatic updates via email or push notifications while it’s on its way. Missed the delivery? No problem, simply reschedule it online or through the My DHL app.

If no one is available, your package will be taken to a nearby DHL ServicePoint the next day. Prefer to have it delivered to your home? Just make a new delivery appointment.

DHL is obliged to make 2 delivery attempts to the indicated address. Babs is not responsible for the 3rd delivery attempt! After the last attempt, the parcel will be returned to Babs. You will then receive a refund minus the full shipping costs of € 5.45. 

So make sure you are home at the agreed time to avoid your package being returned!

What to pay attention to

• The delivery & e-mail address must be correct. It is the sole responsibility of the customer to ensure that this is correct!
• The customer must be at home at the time indicated by DHL.
• For free shipments, € 5.45 will also be charged.

Neither BABS nor DHL is responsible for the third delivery attempt! The customer will receive a refund or the order minus the full transportation costs of €5.45. This applies also to Free delivery orders.

Our products are packed in glass and are vacuum sealed. Delivery is not refrigerated as our products are not sensitive to temperature variations during transport.

After receiving your order, please place the jars in the refrigerator. This guarantees the best quality of collagen. The gelatine can only form in the refrigerator. The ideal temperature for the optimum shelf life of food in the fridge is between 3 and 4 degrees.

Please note! Do not freeze full jars. The jars can explode or burst in the freezer! Babs is not responsible for damage caused by an incorrect storage method.

Our Broths can also be stored outside of a refrigerator for up to 4 weeks, so long as they are unopened and stored in a cool, dark place, it is safe to consume.

We offer Free delivery on domestic orders above €120.

 This means your order must: 

 1) Have a destination within the Netherlands

2) Have a subtotal of €120 or more*

If you meet both of these requirements, no transportation fee will be charged at the checkout!.

*Subtotal is the total after a discount is applied. If a discount lowers your subtotal to below €120, then please note both offers cannot be combined.

We deliver within the Netherlands as well as throughout Belgium. Please note that delivery days may vary depending on the location. Additionally, it is important to keep track of updates and the exact delivery time of your package through track & trace. Please be aware that certain areas may experience minor delays due to logistical considerations.

We’re sorry, but we do not deliver our products to international destinations for orders placed online. Customers who wish to purchase Babs products from other countries will need to contact us directly, contact@babsbonebroth.com. We will send you our international delivery protocol.

B2B shipping please contact contact@babsbonebroth.com 

Since DHL is a third-party company, we cannot alter the order details once it has been dispatched. Also when the customer misses the second delivery attempt, Babs Bone Broth is not responsible for the third delivery attempt! The customer will receive a refund minus the full transportation costs (€5.45).

YOUR RESPONSIBILITY:

1)      The delivery & email address should be correct, and it is solely the responsibility of the customer to ensure that it is!. 

2)     The customer should be at home at the designated time as communicated by DHL.

Of course! Simply include your recipient’s shipping information & a personal note in your order and you’re good to go.

If you receive the package and notice that the products are damaged, take a photo of the damage and the outside of the box. Please send the photos to contact@babsbonebroth.com.

Important information

• We only accept reports of “damage” that are made on the day of delivery!
• Without added photos of the damage and the outside of the box, we cannot process the complaint.
• We do not offer vouchers for problems due to: personal taste preference (i.e. you don’t like the broth), careless/incorrect order information (such as sloppy or incorrect address details), or for products that have been stored incorrectly (such as kept in a warm place or opened but not refrigerated).

Our solution

We offer you a credit note or a refund for the damaged products if you comply with the above points.

Neither BABS nor DHL is responsible for the third delivery attempt! The customer will receive a refund or the order minus the full transportation costs of €5.45. This applies also to Free delivery orders.

As part of our food safety and quality standards, we do not accept returns or exchanges. We do not offer returns or credits for problems due to: personal taste preference (i.e. you don’t like the broth), careless/inaccurate order information (such as sloppy or incorrect address details), or products that have been stored incorrectly (such as kept in a warm place or opened but not refrigerated). 

If you experience any problems with our products, please contact us via email at contact@babsbonebroth.com.