Frequently Asked Questions & Comments

The ones we lovingly (and yes, repeatedly) keep answering. Transparent, to the point, and without the fuss. Below you’ll find clear answers to the most common questions and remarks about our products, shipping, custom work, and more.
Can’t find your question? Drop us an email at superheldenhulphond@gmail.com.

Can it be cheaper?

We understand that everyone’s budget is different. That’s why some of our products can also be found elsewhere (like on Vinted or Marktplaats), for those with a tighter budget.
But in our webshop, we work with fixed, fair prices — no bargaining, no price pressure.

👉 Why?
Because we work with love, but unfortunately love alone doesn’t cover equipment, materials, shipping, or the cost of creating new products.

But don’t you mainly do this out of love?

Exactly. And that love shines through in everything we make.

But even the most heartfelt project has real costs. Think of:

Equipment and maintenance
Webshop hosting and admin fees
Design hours and finishing touches
High-quality materials
(And yes — maybe a little energy for coffee or tea while we work 😉)

We're not running this for profit — just on perseverance.
Every order helps keep this project alive. 💛

Why we do get things right

(And why that sometimes causes friction)

At SuperheldenHulphond, we work with care — not just in the products we create, but also in how we handle things legally and professionally.
Not because we want to be difficult. But because we’d rather avoid unnecessary hassle. Simple as that.

✔ We follow the law
That means we comply with:

Dutch regulations on sales, trade names, trademarks and product safety
The rules around protected symbols like the Red Cross, the Rod of Asclepius, medical icons, etc. — those are not free to use without permission
Copyright and trademark laws — both in what we design ourselves and in what we consciously choose not to copy from others

We don’t do this just on principle.
We do it to protect others — and ourselves.

We hold a registered trademark

SuperheldenHulphond is a registered trademark.

We’ve protected the name and related designs to safeguard what we’ve carefully built.
Not because we want to “go big” — but because we don’t want it to be casually copied.
Sadly, that happens all too often in the world of Insta-shops and small online stores.

And no, not everyone likes that.
But we believe this: if you’re going to do something, do it properly. Or don’t do it at all.

We are allowed to ‘work’ – with permission.

We run this webshop while receiving benefits — with written permission from the UWV.

It’s all officially approved, after a long and careful process.
Why? Because our webshop operates as a crowdfunding model.
The income goes toward essential tools and support — not personal profit.

And yes, the UWV knows that.
It’s all arranged properly. On paper. Signed.
Does it sometimes raise eyebrows?
Sure.

But that’s not our problem.
We follow the rules. Others are free to do the same.

We do this with heart and soul.
But also with paperwork, trademark protection, and legal care.
Not because someone told us to — but because we believe it matters.

And yes, that may be less “fun.”
But it’s sustainable, fair, and safe.
For us. For you.
And for every dog who needs to rely on us.

What if my package arrives creased or bent?

All orders are securely packed in a padded bubble mailer.

This protects the contents from bumps, bends, and pressure during transport.

Once your order has been handed over to PostNL, I unfortunately have no control over how it’s delivered.
Creases or dents in the envelope are not my responsibility, as long as the contents arrive undamaged.

💡 Tip: If you notice any damage, always take clear photos of both the packaging and the contents right away.

My custom-made item arrived damaged — now what?

Custom-made items are not eligible for return by default.

Not sure whether something counts as a production error? Please email us immediately after delivery.

Always include clear photos of:

the product
and any visible damage

This allows us to assess the situation together.
Unfortunately, without photos we won’t be able to help.

Why don’t you use leather for labels or tags?

Leather may look luxurious, but in daily life with an assistance dog, it’s simply impractical, fragile, and unhygienic.
Especially under intensive, active use, the downsides start to matter:

✔️ Not water-resistant – Leather becomes stiff or brittle when wet, dries unevenly, and can crack or develop mold.
✔️ Hard to clean – Unlike coated or synthetic materials, leather can’t be properly washed or disinfected.
✔️ Fades and wears quickly – Especially with exposure to sunlight, friction, skin oils or dog fur.
✔️ Not animal-safe in scent or treatment – Some dogs react sensitively to the smell or chemicals in tanned leather.
✔️ Thick and heavy – Making it unsuitable for small parts like visual labels or clip-on tags.

💡 That’s why we consciously choose lightweight, washable, and durable materials like aluminum, neoprene, reinforced webbing or coated textiles.
They’re hygienic, weatherproof, and safe — even for dogs with allergies or sensitive skin.

My label came off – can I get a new one?

That depends.

Some labels are intentionally glued only in the centre, or with a milder adhesive.
Why? Because strong glues (like industrial cyanoacrylate) can be harmful to dogs — especially when used near the neck or in constant contact with the skin.

💡 This is a conscious choice — made with your dog’s safety and health in mind.

A label that comes loose due to pulling, picking, or unintended force is not covered under warranty — even if it’s brand new.
The glue layer is meant as a decorative finish, not a structural bond.
If you pull on it, it will come off. It’s that simple.

Still, we’re happy to think along.
If something seems genuinely off and you’re willing to return the original item, we’re open to finding a fair solution.

Why are the shipping costs higher than the postage printed on my envelope?

Sometimes your order arrives in a stamped envelope, even though you paid for tracked letterbox shipping. That’s correct — and it’s a conscious choice.

📦 We use flat-rate shipping fees because it’s simply not feasible to calculate exact postage per item, size, and weight manually.

Some orders are heavier or larger than expected, others are lighter. One shipment may cost us more, another less.

💡 On average, we break even on shipping costs.
Sometimes we lose a little, sometimes we have a few cents margin — but no, we’re not getting rich off shipping.

By completing your order in the webshop, you agree to these shipping terms.

Is everything handmade?

Not everything is fully handmade from scratch — but everything in this webshop has passed through my hands.

That includes:

Printing, sewing, gluing or cutting
Combining parts into something functional
Tailoring or adjusting for assistance dog use
Thorough testing in real-life situations

Nothing in this shop is listed without being modified, checked, or customised in some way.
The only exception is the “Second Chance Superheroes” category — which features second-hand, imperfect or pre-used items, clearly marked as such.

Sometimes I work with white label base materials (like blank patches or hardware), but even those are always customised, printed, or reinforced.

Why do I work this way?

Because my health also has to allow me to keep doing this in a sustainable way over time.
And because it’s more realistic — financially — for many of my customers if I don’t have to make every product entirely from scratch.

💡 By combining smartly and selecting critically, I can keep the products affordable without compromising on quality or function.

So what you’re buying is never a random resale — it’s a carefully curated product, made with care, knowledge, and real-world experience from the assistance dog field.

Why is a collar €15? That seems like a lot for “just a collar”...

We get it — it may look like a simple collar, but it’s really not.

Each collar is:

✔ Made from strong, high-quality materials (no mass production)
✔ Carefully designed and fully sublimated (print is fused into the fabric – not just printed on top)
✔ Durable, washable, and built for daily use — rain or shine
✔ Hand-printed in small batches — sometimes even one of a kind

And all of that for €15 — which is a very fair price in this category.
Comparable sublimated collars in regular shops often range from €18 to €25.

💡 We consciously offer the lowest possible price that covers actual costs — not profit.
Looking for something more budget-friendly? Check out our “Second Chance Superheroes” for discounted or pre-loved items.

Why don’t you add a big profit margin like other shops?

Because we want to do things differently.

We focus on:

Affordable tools for assistance dog teams
Small-scale production with personal attention
Responsible, sustainable materials and methods

And that means: a low margin, but fair prices.
For you, for us, and for anyone looking for something made with care.

Why do you sometimes use low-cost materials?

A fair question — and we’re happy to give an honest answer.

✔️ We use low-cost materials… where it makes sense.

Not to “be cheap,” but to:

Keep end prices affordable
Avoid unnecessary luxury where simplicity works
Give (assistance) dog teams access to quality tools without paying premium prices

✔️ And we also use high-end materials… where they truly matter.

For example:

Our sublimation fabrics are specially selected for durability and colorfastness — and they’re far from cheap
We use top-grade sublimation inks, because we want prints that last through washing and everyday use
Some components are deliberately more expensive — because they’re crucial to safety or function

Every product is a careful balance of price, durability, functionality, and safety.

🎨 Creativity & testing: not a coincidence, but a choice

Sometimes a product comes together in unexpected ways:

A sublimation mat becomes a durable patch
A mousepad turns out to have the perfect texture for dog gear
A cheaper type of hook-and-loop actually holds better than the expensive one

This isn’t “cheap improvising” — it’s:

Conscious design
Smart testing
Functional thinking

And if it doesn’t work?
Back in the drawer it goes. We only use it if it actually performs well.

✅ We use affordable materials where we can —

and high-end materials where we must.
Everything is tested. Everything is weighed.
Everything is designed with one goal in mind:

Affordable quality for those who truly need it.

What if I really can’t afford it?

Take a look at our “Second Chance Superheroes” category

Or check out our Vinted or Marktplaats pages.
There you'll find items with small imperfections, second-hand gear or test pieces — at a lower price, but still fully functional.

📩 Prefer personal help? Just send us a message — we’re always happy to think along with you.

What is the delivery time for my order?

🇬🇧 We aim to ship orders within 3 to 7 business days.

This webshop is run by someone with fragile health who relies on an assistance dog.
Because we’re a small, crowdfunding-driven shop, processing may occasionally take a bit longer if health requires it — thank you for your understanding.

📦 Once your order is shipped, you'll receive a confirmation email.
From there, delivery time depends on the postal service and your location:

Within the Netherlands: usually 1–3 business days
Within the EU: 3–10 business days
Outside the EU: 7–21 business days, depending on customs

Are the metal tags strong enough for daily use?

Yes. They’re made of layered aluminium with a protective coating.

They may bend under extreme force, but they won’t break or fall off.

💡 Fun fact: our test dog Iris wears her tag every single day, attached to a hip belt between shifting bags and gear.
It takes a beating — and still holds up just fine.

Why do some products look “simple”?

Because simple works.

Our products are developed for practical use by assistance dog teams.
We choose what’s durable, visible and realistic — not luxury for the sake of luxury.

💡 Everything that’s glued, sewn, or carefully assembled has been tested in real life — often by our own assistance dogs at home.

Why don’t you offer many discounts or sales?

Because our prices are already as low as possible.

SuperheldenHulphond runs on time, dedication, and crowdfunding — not mass production or big profit margins.

Discounts are nice.
But offering fair prices all the time matters more.

What is sublimation printing?

Sublimation is a printing technique where ink bonds into the fibres of the material.

Under high heat and pressure, the ink changes from solid → directly into gas → and fuses into the surface of materials like polyester.

The result:

✔️ A durable, wash-resistant print
✔️ No raised layer like vinyl or transfer prints
✔️ Crisp colours and detailed designs
✔️ Ideal for white or light-coloured polyester (not suitable for cotton or dark fabrics)

💡 At SuperheldenHulphond, we use sublimation for our labels, tags and patches — because it’s lightweight, long-lasting, and safe for use with assistance dogs.

What’s the difference between sublimation and vinyl printing?

At SuperheldenHulphond, we’re often asked: what’s the difference between sublimation and vinyl?

Both are ways to apply text or images to a product — but they work in completely different ways.
And that shows in quality, washability, and how suitable they are for real-life use.

🔥 Sublimation

Sublimation is a technique where ink, under high heat, turns into gas and infuses directly into the material.
Nothing is “stuck on top” — the colour becomes part of the fibres.
It only works on white or light-coloured polyester, but the result is:

✔️ Extremely durable and wash-resistant
✔️ Completely flat — no raised surface
✔️ Crisp, clear colours and fine detail

🎨 Vinyl (also known as flex foil or heat transfer vinyl)

Vinyl is a thin layer of coloured film that’s pressed on top of the fabric using heat.
You can feel it — it has a slightly rubbery texture and can be used on a wider range of materials, like cotton or leather.
But:

❌ It can crack, peel, or curl over time
❌ The surface layer can rub or irritate with wear
❌ Fine lines or tiny details are harder to cut cleanly

🐾 What do we use at SuperheldenHulphond?

We consciously choose sublimation for products that need to be flexible, lightweight and washable — like labels, hangers, patches, and visibility products.

We don’t use vinyl on items that bend, stretch, get wet, or are worn close to working dogs — because it simply doesn’t hold up in those conditions.

💡 A sublimated label survives mud, rain, and a soaked harness.
A vinyl print just isn’t made for that.