Frequently Asked Questions

Shipping & Returns

FAQ Shipping

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.

Trunks 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 work together with Trunkrs Logistics. Our products are dispatched for delivery on the Same Day* or Next Day from Monday till Friday within the Netherlands and Belgium (Flanders)

*Only in the Netherlands

*If ordered before 09:00  – please note: this applies to the Netherlands only!

*Delivery is always between 17:00 – 22:00

We aim to ensure that you receive your order as quickly as possible. All orders registered before 09:00 will be delivered on the same day between 17:00 and 22:00.

Packages are neither dispatched nor delivered on weekends and on Dutch public holidays.

Same day delivery is between 17:00 and 22:00, Monday to Friday.*

*Only when your order is registered before 09:00 – this applies to the Netherlands only. Items dispatched to Belgium will always be delivered the following working day!

If your subtotal* exceeds € 50.00, delivery is free. For orders up to € 50.00, we charge € 4.95 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 € 50.00, the offers cannot be combined. The shipping costs are then € 4.95.

Important information in case of two missed delivery attempts

Trunkrs 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 € 8.60. This also applies to subtotals above € 50.00.

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

We aim to ensure that you receive your order as quickly as possible. Once we dispatch the products from our warehouse, the delivery is on the same day in The Netherlands. All orders for The Netherlands registered before 09:00 will be delivered on the same day between 17:00 and 22:00, Monday to Friday. Items ordered in Flanders will always be dispatched on the following working day.

Packages are neither dispatched nor delivered on weekends, on Dutch public holidays and when our webshop is closed for deliveries.

After your order is dispatched (packaged and sent off), you will receive a confirmation email from Babs, and a tracking number (via email) from our courier partner Trunkrs containing your package’s tracking information.

If you place your order on the weekend or during a Dutch public holiday your order will be dispatched on the next working day. Please allow for an additional period to receive your tracking details in this instance.

Trunkrs 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 € 8.60. 

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 Trunkrs.
  • Please do not use your office address. The delivery time is always between 17.00 – 22.00 hours.
  • For free shipments, € 8.60 will also be charged.

Neither BABS nor Trunkrs is responsible for the third delivery attempt! The customer will receive a refund or the order minus the full transportation costs of €8,60. 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 or a cool and dark place outside 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 €50.

 This means your order must: 

 1) Have a destination within the Netherlands

2) Have a subtotal of €50 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 €50, then please note both offers cannot be combined.

We deliver within the Netherlands, excluding the Wadden area. We deliver in Belgium, excluding Wallonia for zip codes starting with 4,5,6,7,13,14.

We’re sorry, but we do not deliver our products to international destinations (other than Belgium, and that part of the country specified above) 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 paulina@babsbonebroth.com or call 0031634142440 .

Since Trunks 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 (€8,60).

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 Trunkrs.

 Note: Don’t use your office address, as the delivery time frame is always between 17:00 – 22:00.

Of course! Simply include your recipients shipping information & a personal note in your order and youre 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.

FAQ Return

Neither BABS nor Trunkrs is responsible for the third delivery attempt! The customer will receive a refund or the order minus the full transportation costs of €8,60. 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.

FAQ Contact

How do I contact customer support?

If you need help or have questions about shipping/ delivery, you can contact the customer service of Trunkrs. You can find the details in your Track & Trace. 

If you can’t find the answer to your question, then please don’t hesitate to contact us by email contact@babsbonebroth.com.