Need help with your order? Here to help you straight away! +Direct link to helpdesk

What is the status of my order?
You can check the status of your order by logging into your personal account on our website. In your account, you can view your order history and see the current status of each order.

Orders are normally processed within one to four business days. In most cases, the average lead time before shipping is two to three business days. Please note that weekends, public holidays, and national celebration days are not counted as business days. Orders placed late in the day are also not counted as a full business day.

If your order has not been processed within seven business days from the moment of ordering, you can always contact us.

Why does international shipping take longer?
Orders shipped outside the European Union usually take longer to process and deliver. These shipments must go through customs clearance and need to be reported before leaving our warehouse, which can add additional lead time.

I did not receive all my packages.
There is no need to worry. SimXPro orders often consist of multiple boxes. Due to the size and weight of aluminium profile boxes and seats, these packages are handled manually by carriers and can become separated during transit.

In many cases, smaller boxes are delivered first. Larger boxes, such as profile packs or seats, may arrive one or two business days later, depending on your country and distance from the Netherlands.

You can usually see how many packages your order includes by checking the shipping label on the box you received. Labels often show information such as “1 of 3”, “2 of 3”, or “3 of 3”.

It is also possible that a shipment is marked as delivered while not all boxes have arrived yet. This status may only apply to one package and does not necessarily mean that the entire order has been delivered.

My package is marked as delivered, but I didn’t receive it.
Please check your email for tracking updates and confirm the delivery address. It is also recommended to check with neighbors or a reception desk.

In some cases, the package is at a local depot or another delivery attempt is scheduled, even if it is marked as delivered. Due to the size and weight of our packages, it is extremely uncommon for them to be lost.

My seat has not arrived yet.
Seats are shipped as cargo due to their size and weight and often take a few days longer to arrive than other packages. This is normal and nothing to worry about.

If your seat has not received any tracking updates within ten business days, you can contact us and we will start an investigation. Before that time, we are unfortunately unable to open a claim.

My tracking status has not changed in the last 24 hours.
This does not necessarily indicate a problem. A package may have missed a location scan, which does not affect delivery.

Another possibility is that the shipment has been handed over to a local delivery partner. In some cases, further tracking with the local partner is not available. If tracking remains unchanged for five business days or longer, you may contact us.

Where can I track my shipment?
You can track your shipment using the shipping email that was sent to you. If you cannot find this email, please check your spam folder, as the message contains active tracking links.

Can I cancel my order?
Please always double-check your order details before placing your order.

If you wish to cancel your order, payment transaction fees will be deducted from the refund amount. Bank transfers and iDEAL payments do not include transaction fees. Other payment methods, such as credit cards or PayPal, typically charge around 3% per transaction. These fees apply to both the original payment and the refund and cannot be covered by SimXPro.

Returns and complaints.
Our development and production teams work hard to deliver high-quality products at a competitive price. If you are not satisfied with your purchase or have a complaint, please contact us using the order form. We will review your request and work with you to find a suitable solution.

ORDER REQUEST FORM (CLICK HERE)