FAQ

Hey there! We’ve put together some answers to questions we get asked a lot. If you can’t find what you’re looking for, please don’t hesitate to contact us at [email protected]. We’re always here to help!

Quote process

How can I request a new product?

The quickest and easiest way is to fill out this form or to talk to our chatbot in the corner of your screen! Another option would be to send a brief email to [email protected] with the following information: brand, OEM article number, quantity required. 

Once we receive your information, we’ll get to work right away. If the items are not in stock, our team will identify the best region to source the spare parts from and reach out to multiple supplier options to find you the best price and lead time.

Finally, we’ll create a quote that includes all shipping costs, surcharges, and lead times. Feel free to ask us any questions along the way!

If you’re looking for a product and the price is already listed on our webshop, it’s pretty easy. Just look up the article in the search bar of the site menu, then auto-apply any bulk discount percentage that’s mentioned on the product page. That’s it!

However, if the product is present on our website but doesn’t have a price, don’t worry either! Add the item to your ‘quote basket’ and submit a quote request through the website. We’ll get back to you as soon as possible.

Lastly, if you can’t find the product you’re looking for on our website, no problem at all! You can use the steps mentioned in ‘How can I request a new product’ to request the product you need. We will gladly source any spare part you may need and a constantly adding new brands to our portfolio.  

We’re always here to help you out, so feel free to reach out to us anytime via [email protected]!

Ordering process

If you’ve found all the spare parts you need on our website, just add them to your cart and follow the checkout process. Once we receive your order, our support team will send you an order confirmation with estimated lead times.

If you’d rather place an order via email, no worries! We’ll work with you back and forth to ensure that the item you’re ordering is a 100% OEM article number match. Once we identify the right parts and you approve our quote, it’s common for our customers to send a purchase order to [email protected]. You’ll receive a pro forma invoice, and once we receive your payment, we’ll process the order. 

If you decide to place an order with SimpelMed that’s great news! To ensure a smooth and efficient processing of your order, we require the following information: a contact name, email address, and phone number, company name, billing and shipping addresses, VAT number (if applicable), along with the details of your order. Rest assured that your order will be handled with the utmost care and attention to detail.

We understand that you are interested in purchasing spare parts from us. However, we must comply with regulations that restrict us to supply spare parts to B2B customers only.

If your business is registered within the EU, we require a VAT number to ensure that we do not charge VAT to your company. We understand that not everyone is able to provide this, and we apologize for any inconvenience this may cause.

For those businesses that are based outside of the EU, however, we are not required to charge VAT or collect a VAT number. 

Unfortunately, we are currently unable to supply spare parts to EU-based customers who are unable to provide a VAT number. We understand that this may be frustrating, and we are sorry for any disappointment caused. In rare cases where a EU-based business does not have a VAT number we will be required to charge the Dutch VAT rate of 21% on top of your order.

Payment info

We offer various payment options to make your checkout experience as smooth and convenient as possible. On our website you can simply choose your preferred option upon checkout. If you decide to order through email you can choose from the following options:

  • Transfer money to our bank account in Euro with 0% surcharge
  • Make a direct payment in your own currency with 0% surcharge
  • Pay via credit card with a 3% surcharge
  • Or, use PayPal with a 5,4% surcharge.

When placing initial orders with our company, it is important to note that upfront payment is required. However, once your fourth order has been placed, customers become eligible for a 30-day payment term. For government institutions, the 30-day NET option is immediately available.

To enroll in the 30-day NET option, it is necessary to sign our ’30-day NET agreement’ and submit it to us at [email protected]. This agreement will provide access to payment terms that begin 30 days after the purchase date. 

Please be informed that orders with a total value below €500,00 will incur a surcharge of €40,00. In addition, if you choose a specific payment option, there may be a percentage fee added as described in the previous question. We strive to provide transparent and fair pricing for our valued customers.

Rest assured that we will always be transparent about any surcharges. In rare cases where we apply a different surcharge, you can be confident that we will display it prominently on our webshop during checkout. There are no hidden fees. If you prefer to place your order via email, we will always provide you with a quote that includes any surcharges before accepting your order. You can trust that we are committed to providing you with a fair and honest service.

Lead times

We are pleased to inform you that we can dispatch items that are in stock in our Dutch warehouse immediately after receiving payment. If you require more information regarding the shipping process, please refer to the ‘shipping info’ section for further details.

We understand that finding spare parts can be challenging, and therefore, we have a vast network of suppliers that we work with to ensure that we can source the required spare parts for you. We usually have multiple supplier options per brand, which gives us the flexibility to get the best price or cater to your needs when we are in a hurry.

When we have to order items, we will keep you informed of the lead time during the quotation process or order confirmation if you are ordering via the webshop. Our average lead time is 10 business days, and we strive to ensure that we fulfill all orders as quickly as possible. Therefore, if you add the shipping time (as explained in the ‘shipping info’ section) to the lead time, you will get a rough indication of the total time it will take to receive your order.

We appreciate your business and will do everything we can to ensure that you receive the best service and support from our team.

We are truly sorry to hear that your order has been delayed. We understand how frustrating it can be when things don’t go according to plan. Please know that this is not the level of service we strive to provide, and we are committed to making things right.

If you haven’t heard from our support team yet, please feel free to send an email to [email protected] with your order number, and we will get back to you as soon as possible.

We want you to know that we are doing everything we can to get your order to you as quickly as possible. We will be transparent in communicating the reasons for the delay and will work tirelessly to chase our suppliers or the courier involved.

We understand that sometimes things happen that are out of our control, such as parcels getting held up at customs. But please rest assured that we are always available to help and answer any questions you may have. We value your business and appreciate your patience during this time.

Easy! We totally get it – you want to be sure about the availability and delivery time of our products before placing an order on our webshop or through email. No worries! Just drop us an email at [email protected] or chat with our friendly bot. One of our support team members will respond to you as soon as possible. Oh, and don’t forget to mention the article number and quantity you want so that we can check with our suppliers and make sure we have enough stock. We’ve got you covered!

Request lead time

Shipping info

We’ve got you covered with a variety of Incoterms to choose from, and we usually use EWX for non-EU or DAP for EU destinations. We’ll also make sure to help you out with all the customs declarations and forms, and, where possible, we’ll use your preferred HS code while shipping. Let us know if you have any questions – we’re happy to help!

To help you calculate the cost of shipping your package, we take into account a few factors. These include the destination country, the weight of your shipment, the volume weight (which varies between couriers), the shipping method you choose, and the courier we use to deliver your package.

If you’re curious about the shipping costs for the different options we offer, you can check out the cart page on our website. Here the costs are calculated for some of the shipping options we offer based on the items in your cart. If you have any questions or want a shipping quote for a specific order, don’t hesitate to reach out to us at [email protected]. We’re here to help and will quickly send a quotation that includes all shipping costs based on the above variables. 

Once your order has been meticulously packed and booked for pickup, you can rest assured that you will receive a track and trace link via email. We take pride in our swift and reliable delivery service, and we always display the waybill number on your invoice, which will be sent to you within one week after dispatch from our warehouse.

We provide worldwide shipping services from our warehouse located in the Netherlands. However, there may be instances when we ship directly from our suppliers to reduce shipping time or costs.

It is important to note that certain regions in the world are subject to trade barriers and regulations, which restrict us from selling our products there. Therefore, we have automatically deactivated those countries in our webshop. In case a customer from one of those regions reaches out to us via email, we will get in touch promptly to explain the situation.

Thanks for considering our shipping options! We’ve got you covered with a variety of choices, including express air freight, economy air freight, air cargo, sea freight, or even through your own courier company. We work with some great shipping partners like DHL Express, DPD, PostNL, UPS, and Kuehne + Nagel, but we’re also happy to ship on your own courier account or through your preferred freight forwarder. Whatever works best for you, we’re here to make sure your shipping needs are met.

The shipping duration depends on the freight option you choose. For instance, Express Airfreight is much quicker than economy sea freight & and road freight will generally be a bit slower than economy airfreight. 

If you’re unsure about which option to go with, just shoot us a quick email at [email protected] and we’ll give you our best advice. If you’re in a rush, no worries! We’ll make sure to use the fastest method to get your order to you. But if you’re replenishing your stock and have some time to spare, we may use a different method. Either way, we’ve got your back!

Free order bundling & shelf stocking

We’re excited to offer our overseas customers the “Order Bundling” service! It’s a great way to optimize lead time, minimize shipping costs and reduce downtime for those who regularly place multiple orders. Especially for those procuring multiple brands at a time. 

Essentially, we can combine or split up different orders for the same customer, which allows us to be more flexible in the shipping methods that we choose per portion of the order. For example, if we receive 3 different orders from the same customer with a total of 8 different brands, we might have a part of your order(s) ready for shipment sooner than another part. In this case, we can combine the available parts from the different orders and send them to the customer in one optimally packaged shipment. The rest of the backordered parts would then be combined again as they come in, depending on what is agreed to with the customer.

The best part? We don’t charge any extra for this! If you were charged a shipping fee on your order, this service is always included!

We’re happy to offer this service to help make your ordering experience as smooth as possible. Let us know if you have any questions!

We offer a service called “shelf stocking” to customers who prefer to place large orders but are not in a hurry to receive them. There are several reasons why a customer might want to use this service, including: 

  • Building a larger sea freight order with various brands’ spare parts
  • Placing a large quantity order to get the best price break but not needing all items immediately
  • Wanting to place an order quickly but figuring out shipping at a later time
  • Avoiding a price increase by placing an order before the expiration of a quote
  • Intending to place another order soon and wanting all items shipped together

What we do is place any remaining items on a designated shelf in our warehouse. The items will become the property of your organization as soon as we invoice them to you, which we do right after the items are stored on your shelf. After storing the items, they will be waiting for you and ready to be shipped upon your request. You can now bundle items, choose separate shipping methods, or wait until you need the spare parts for maintenance. 

We offer this service to all of our account customers, and it is completely free of charge.

Both our “order bundling” and “shelf stocking” services are completely free for our accounts customers. There are no additional costs involved. If you’re interested in using these services, please reach out to your account manager and they will be happy to set it up for you. We are always here to help you.

These services are designed to optimize lead time & minimize shipping costs and to reduce downtime, as we aim to assist our customers in the best way possible. At times, you may require urgent spare parts, while other times, you may simply want to replenish your stock while still keeping shipping costs low. To cater to these varying needs, we strive to be flexible, and hence, we have introduced these services.

Practical matters

At SimpelMed, we want to make sure that you get the right parts for your medical equipment every time. That’s why we base all of our orders on quotations that use the original equipment manufacturer (OEM) article number or component manufacturer’s SKU. This helps to prevent any confusion or miscommunication about the parts you need.

We understand that sometimes things don’t go as planned, and that’s okay. If an item arrives defective, we’re happy to accept a return and make things right. And if we’ve helped you pick out a replacement spare part that turns out to be non-compatible, we’ll gladly accept a return for that too.

Our goal is to provide you with the best possible service, so if you ever have any questions or concerns, please don’t hesitate to reach out to us. We’re always here to help!

At SimpelMed, we are proud to be a trading partner across different economic zones, each with its own unique regulations and laws. As an EU-based company, we abide by the MDR & CE regulations, ensuring that our products are of top-notch quality and meet the required standards.

At SimpelMed, we are committed to providing the best possible service to our customers. We take great care to ensure that each order is packaged perfectly, using only the strongest and most durable materials. Our goal is to reduce the volume weight of each order, which not only helps to eliminate empty air pockets being shipped across the globe, but also helps to reduce the environmental impact of each order. By working together, we can make a positive impact on our planet, one order at a time.

Other question?

If there are any unanswered questions that you have left, please don’t hesitate to reach out to us via [email protected] or by filling out the below form. One of our team members will get back to you as soon as possible! 

SimpelMed - Your access to global spare parts
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