1. General
    1. What are your office opening hours?
      1. Monday to Friday 8am – 5pm
    2. What is the best contact number for SMI?
      1. Our Customer Experience Team are very knowledgeable and always happy to help on 014280 658333
    3. Orders
      1. How do I find what I last ordered?
        1. Log into your EOS account and click My Orders
      2. What happens if I can't find the product that I want?
        1. Simply give us a call or contact our inbox with your requirements
      3. Where do I find a product \ sheet?
        1. Find the item in question on our website and if the Data sheet is not visible please contact us with the product code
      4. What courier does SMI use?
        1. We use a number of couriers such as DPD and DX
      5. What to do if my parcel doesn't arrive
        1. Please contact us to request tracking information or a POD
      6. Can I add something on to an order I have already placed?
        1. Unfortunately not, however you can contact us to process a new order
      7. What does the order value need to be to quality for free delivery?
        1. This will depend on the terms of your account, please contact us to find out


  1. Lead Times
    1. How long should I wait for my delivery?
      1. Standard lead time for un-branded Stocked items is one working day if ordered before 3pm
      2. For Branded stocked lines it’s one working day if placed before 11am
        1. After 11am the lead time is two working days
  • For Non-stocked items please allow up to ten working days
  1. How long does it take to set up my logo against products?
    1. The quicker we have all the relevant information the better! Once we have all the relevant information it can take a week to set up and a further week to order any Heat Seal logos/stickers
  2. How long does it take for branded items to go through production?
    1. Standard turnaround time is one to two working days if the items are in stock
  3. Returns
    1. What can I return?
      1. You have 30 calendar days to return an item from the date you received it.
      2. To be eligible for a return, your item(s) must be as follows:
  • Unused and in the same condition that you received it
  1. No branding on the item (i.e, embroidery or heat-seal logo’s applied)
  2. A stocked item for SMI and not an item we have to order in from our suppliers specifically for your order (your Customer Experience Specialist will confirm the stocked status of your product at the point of the returns request)
  3. If the product is defective or has been misdelivered, then the above points are not taken into consideration.
  1. For any further queries on Returns please view our Returns Policy: https://my.eoshub.online/returns-policy.htm
  1. Payment
    1. When do I receive my invoice?
      1. One working day after the delivery has dispatched from the warehouse
      2. If you have paid by card, please request an invoice as payment is taken up front
    2. How can I pay?
      1. Depending on your account, you can pay by card or by Purchase Order
    3. Log ins
      1. Do I have to have an account?
        1. Please contact us with your company name and details and we will come back to you
      2. What are my log in details?
        1. If you know your Username but have forgotten your password, simply type it in here and click Forgot Password my.eoshub.online
        2. If you do not know your Username please contact us