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Files All about formatting and uploading files
Ordering convenience Tools and links to make ordering easier
What is your question about?
Ordering
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.
General
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!
Delivery & pick up
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!
Payment
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!
Any other question? We are at your service Monday through Friday from 8:00 am to 10:00 pm and Saturday from 8:00 am to 5:00 pm.
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