Frequently Asked Questions
ABOUT MY ACCOUNT
Do I have to have a registered business?
Do I have to have a registered business?
Yes. All our clients must have a registered business with a valid VAT number. If you do not currently have a VAT number pleae contact backoffice@prometeus.nl for assistance.
How do I change my company details?
How do I change my company details?
To change your company details, log in to your account and click ‘My Account’. On your account page, go to ‘Edit Company Data’. In the pop-up window, you can change the fields you need to. Please note that some of your company data cannot be changed. If you need to update this information, please contact backoffice@prometeus.nl.
I have lost my password. How do I get a new one?
I have lost my password. How do I get a new one?
To request a new password, go to the client login dropdown at the top right of your screen. Click “Forgot Password” and a window will pop up. Enter the email address you normally use to log in and click ‘Send’. A new password will be automatically sent to your email. It is advisable to change this password the next time you log in.
I want my order to be delivered to an address other than my company address.
I want my order to be delivered to an address other than my company address.
Once your order is complete and you proceed to check out, you will automatically enter the order confirmation screen. Below your order overview, you will see a field containing your account data. On the right, you will see your delivery address. Click “Edit Delivery Address” to change it. In the pop-up screen, check the box “Delivery address differs from company address” and enter the required information. Once done, click ‘Save’ and continue with your order.
ABOUT ORDERS
Can I get free samples with my order?
Can I get free samples with my order?
Free samples may be included with your order, depending on availability. Please check our latest deals or offers for up-to-date information on which samples are currently available with your purchase.
How long does it take you to build an order?
How long does it take you to build an order?
Generally, every order takes between 2 to 48 hours to prepare, regardless of whether it is a small parcel order or a larger order with several trailers.
I am looking for a specific product on the website.
I am looking for a specific product on the website.
If you are looking for a specific product, use the search bar at the top of the page. Simply type the name of the product and a page with search results will appear.
I did not receive a conformation email after submitting my order.
I did not receive a conformation email after submitting my order.
First, make sure you have entered the correct email address in your account information. Secondly, check your spam folder and ensure that your mailbox has enough space to receive emails. If neither of these is the issue, please contact your Prometeus contact person.
I have already submitted my order, is it still possible to make changes?
I have already submitted my order, is it still possible to make changes?
Once your final order has been sent, it is not possible to make changes. If you need to add extra products, simply log in and create a new order. Removing a product from an already submitted order is not possible. Please inform your Prometeus contact person, who can amend your order if required.
Is it possible to return products?
Is it possible to return products?
Returning products is only possible in certain situations. If you wish to return a product, please contact backoffice@prometeus.nl to check if this is possible.
The product I like to order is not in stock, can I order anyway?
The product I like to order is not in stock, can I order anyway?
Products that are currently out of stock cannot be ordered at this time. We recommend checking the website regularly for availability updates. You may also sign up for a back-in-stock notification email to be informed as soon as the item becomes available again.
GENERAL
Are all products legal?
Are all products legal?
Prometeus only trades products that can legally be sold in the Netherlands. We are an FDA-inspected company. The European Free Trade Agreement dictates that products legal in one EU country can be shipped to another EU country.
Can I visit your office and warehouse?
Can I visit your office and warehouse?
Absolutely. We welcome all guests, but please set up an appointment with your Prometeus contact person so we can allocate adequate time for your visit. You can tour our offices and even collect your order.
Can you advise me on which products to sell?
Can you advise me on which products to sell?
Our staff can help you with any product-related questions. With over 25 years of experience in the market, we know every product and vendor. We have extensive knowledge of all aspects of nutritional supplements. Your Prometeus contact person is always available to help you put together a best-selling product range.
Do your products contain doping substances or steroids?
Do your products contain doping substances or steroids?
All products we purchase are checked for forbidden substances. We do not allow products that contain steroids or substances on the WADA doping list. However, as we are a wholesaler and not a manufacturer, we can never 100% guarantee that products are free from such substances. Athletes should always check with their organisation which products or substances are banned.
How long are expiration dates on your products?
How long are expiration dates on your products?
Expiration dates vary depending on the product. Up-to-date information can be found on individual product pages.
What are the benefits of becoming a Prometeus client?
What are the benefits of becoming a Prometeus client?
Prometeus operates from several warehouses with a total storage capacity of 25,000 m², making it the largest supplement distributor in Europe and among the largest globally. Our scale allows us to maintain consistently high stock levels. We currently serve customers in 46 countries and are well-equipped to assist with any shipping or regulatory queries. With over 25 years of experience, Prometeus has been a reliable and established presence in the industry.
What are your taxes and custom policies?
What are your taxes and custom policies?
Our products are already cleared through customs, so no additional customs fees apply when ordering within the EU. If you provide a valid VAT number, your purchase will be exempt from VAT.
DELIVERY & TRANSPORT
Does Prometeus take care of transport?
Does Prometeus take care of transport?
Yes, Prometeus offers transport arrangements as a service to its customers. Transport costs are passed on at cost, with no profit margin applied. Alternatively, customers may choose to organise their own transport. In such cases, Prometeus operates under INCOterm Ex Works (EXW) and bears no responsibility for the shipment. A formal collection request must be provided if you opt to use your own carrier.
Download the collection request here.
How long does delivery take?
How long does delivery take?
Delivery times depend on various factors. For specific information, please contact your Prometeus contact person or your transportation company.
Can I pick up the order myself?
Can I pick up the order myself?
Yes, self-collection is possible. Once your order is ready, and payment has been received, your Prometeus contact person will inform you when the goods are available for pickup. Please note that collection is only permitted upon submission of a signed collection request.
Download the collection request here.
One or more products were damaged during transportation, can I return them?
One or more products were damaged during transportation, can I return them?
Prometeus is not liable for any damage that occurs during transit if you have arranged your own transport. In such cases, the standard INCOterm Ex Works (EXW) applies. If transport was arranged by Prometeus, liability depends on the agreements in place. To report transport-related damage, please submit a complaint using our contact form.
Which countries does Prometeus deliver to?
Which countries does Prometeus deliver to?
We deliver throughout the European continent, parts of the Caucasus, and most countries surrounding the Mediterranean Sea. Not sure if we deliver to your country? Please contact us at backoffice@prometeus.nl.
Are there additional costs related to my order?
Are there additional costs related to my order?
Additional charges may apply if your order requires Prometeus to request specific documents. These fees depend on the nature of your order and will be clearly
specified on your invoice.
What customsdocuments can Prometeus arrange?
What customsdocuments can Prometeus arrange?
We can produce the following documents: EX1, EUR1, CVO, COA and T2LF. We do not carry Free Sales and Healthy certification.
EUR1 and CVO in overleg met de klant.
PAYMENTS
What payment methods do you accept?
What payment methods do you accept?
Payment can be made by bank transfer to the Prometeus account or in cash upon collection. Payment by American Express is also possible. To request a personal payment link, please contact backoffice@prometeus.nl. Kindly note that American Express payments are subject to an additional fee of 3.5% of the total order amount.
When do I pay for my products?
When do I pay for my products?
Payment is due within 14 days of the invoice date. If payment is not received by Prometeus within this period, your order will be cancelled.