FAQ - Customer Service

Welcome to Hiptray FAQ - Customer Service.

All your questions will be answered here.

If you still have a question that is not answered here, please send an email to info@hiptray.com or call +32 485 384 777.


Depending on the product you have ordered, a carrier will be appointed to deliver your product.

For small products up to approx. 30kg, this is often sent by parcel post.

The larger products are carried out by a carrier by means of pallet transport.


Our prices are so sharp that we apply a number of rules to the transport:

After receipt of your payment, the ordered products will be delivered in their original packaging and possibly on a pallet.

Delivery takes place through the use of a pump or truck to the first door.

Packaging materials will not be taken back.


Returning items?

Before returning a package, please contact info@hiptray.com

We will then inform you of the steps to be taken.

The product to be returned must be returned in its original packaging and with sufficient protective materials.

The product must be returned hygienically clean.

Returned products will not be taken back if they are;



Made especially for you

Have been ordered especially for you

Not reported in advance


When returning or exchanging products, 30% of the original order amount may be charged for crediting costs, unless agreed otherwise in writing.


In the case of a consumer sale to private individuals

The costs of returning the goods are for your own account, unless otherwise agreed.

You must always pay sufficient postage, otherwise they will not be received and not credited.

The risk of returning the goods lies with the person who returns the goods and the cost of returning the goods may vary depending on

the size of your package + € 12.50 administration and handling costs.

These costs can be requested from us prior to your order via info@hiptray.com.


Cancel your order?

Have you placed and paid for an order and would you like to cancel it, please notify us as soon as possible.

If your order has not yet been processed, we can cancel it free of charge.

In case of cancellation, up to 80% of the total purchase amount can be charged.

Please pay attention to what you order, for example the colour and number of products.


Change your order?

Would you like to make a change to your order? Please contact us directly at info@hiptray.com.

If your order has not yet been shipped, we will do everything we can to stop and adjust it.


Change billing address?

It is not possible to change the billing address of an existing order.

We advise you to send an email to info@hiptray.com we will then process your change or contact you.


How long do I have a warranty?

We offer a 12-month warranty on all products as standard. For some products, the supplier offers a longer period. This is mentioned with the products concerned.


I cannot accept the order

It is very important that someone is present on the day of delivery. When the carrier arrives and no one is found, they are forced to visit you again, which can result in extra transport costs.


Can I pay cash on delivery?

Unfortunately, C.O.D. shipments are not possible.


Can I expect more carriers?

If your order consists of several products from different manufacturers, it is possible that several carriers will deliver your products.


Order status

After receiving your order and payment you will receive a confirmation from us. If you would like more information about the current status of your order, for example due to delays, please contact us at info@hiptray.com



Once the products have been received in good order, we will refund the corresponding amount to you as soon as possible.

The shipping costs of the original delivery will not be refunded, unless otherwise agreed.


Safety and general terms and conditions

As an online catering wholesaler, we understand that a safe and fast payment process is important, even if you just look around on our website, this is done with a secure connection.

The payment process is taken care of by our so-called Mollie Service Provider, which is a specialized party in handling online payments.

Through our partnership with them, we ensure you and ourselves of the best possible transaction processing that is fast and secure.

The general terms and conditions for consumers can be read here;


those for companies here; https://en.hiptray.com/customer-service/general-conditions/general-conditions-b2b


Wrong article received

If an article has been delivered incorrectly by mistake, please contact us via info@hiptray.com and include your order number, description and article number of the product delivered and include a photo of the product delivered. After we have received your notification and it is accepted you will receive from us return labels and instructions to return the article.


Return shipping costs

The shipping and shipping costs for returning the order on your own request are at the expense and risk of the buyer, unless otherwise agreed in writing.


What are the delivery times?

The standard delivery times are Monday to Friday from 08:00 to 18:00.


What are the delivery times?

In many cases the products can be delivered within 1 or 7 days. This may vary per product. Because we depend on the stock of different suppliers, it is possible that some products have a longer delivery time. We try to keep this to a minimum because we work with many suppliers.  In the unlikely event that a longer delivery time occurs, we will inform you as well as possible about this.


What are the shipping costs?

The shipping costs are shown at checkout and depend on the total weight of your order and the country of destination.


Which payment methods does Hiptray accept?

With us you can pay online via Bank card, iDEAL and Credit cards.

When paying by bank transfer, we will first check that the money has been transferred before we proceed to shipment.


What times are you available?

On working days from 09h to 17h.

By email on info@hiptray.com and by phone on: +32 485 384 777


When do I get the invoice?

You will receive your invoice upon delivery of the order and/or via e-mail.