FAQ's

All orders are normally packed and collected from our warehouse within 3 to 5 business days.

Please keep in mind that we always do what we can to process and ship your order as soon as possible. 

Due to the current situation, it could occasionally happen that a delay occurs due to unexpected events. You can rest assured that we will do what we can to ship your order as quickly as possible.

Our shipping portal automatically sends email updates at the following moments:

- Your  shipping labels are created:

- The carriers received your shipment:

- Your shipping  is en route:

- Your shipment is delivered:

* These e-mails can also end up in your spam folder because there are active links in these messages.

Although your order is on its way, it may happen that your package misses a location scan. This has no further negative effect on the delivery.

Another reason could be that your package has been transferred to a local partner who takes care of the deliveries in the country of destination. Unfortunately, it is not always possible to continue with the tracking of the local partner.

If you no longer receive a recent tracking of your package, your package will be delivered within 5 business days. If your package keeps in the same location for 5 business days or longer we will contact the carier service.

At SimXPro, we aim to deliver products of the highest quality at a fair price.

If for any reason you are not completely satisfied with your purchase, simply contact us and we’ll guide you through the return process.

At SimXPro we work hard to process and ship your order as quickly as possible in many cases, orders leave our warehouse the same day. Because of this, it may not always be possible to cancel your order before it has been dispatched.

If we cancel your order and issue a refund. Please note that payment provider fees may be deducted from the refund. These are typically around 3% for payments via Credit Card, PayPal, and similar providers. Orders paid by Bank Transfer or iDEAL are refunded without deduction.

You are still able to return your order once delivered. In this case, restocking fees may apply, as returned products must be inspected, repackaged, and prepared for resale.

We always do our best to assist you, but kindly understand that once an order is on its way, certain costs are beyond our control.

Once your return is received and inspected, refunds are issued to your original payment method within 3–7 business days (bank processing times may vary).

For EU customers, prices include VAT. Orders shipped outside the EU are charged without VAT; local taxes and import duties (if applicable) are the buyer’s responsibility at delivery.

If your cart includes a pre-order, we’ll hold the order until everything is ready. Want the in-stock items sooner? Place two orders or contact us and we can split the shipment (extra shipping may apply).

First check with household members/neighbors and any safe-place spots. Then contact the carrier with your tracking number. If you still can’t locate it, email us within 7 days so we can investigate with the carrier.

Yes, if the order hasn’t shipped yet. Email us ASAP with your order number and the correct address. Once dispatched, address changes aren’t guaranteed.

You can return unused items in original packaging within 14 days of delivery for a refund (excl. shipping). All products are covered by a 1-year manufacturer’s warranty against defects in materials and workmanship.

Please report it within 7 days of delivery with photos of the packaging and product. We’ll arrange a replacement or fix as fast as possible.

Our products are packed with the highest standards and tested prior of shipment, in the unlikely event we have to claim damages with the carrier service we appreciate your efforts while arranging replacement asap.

Used items, custom-made products, and items not in resalable condition aren’t eligible for return unless faulty. Please keep all original packaging until you’re sure you’ll keep the product.