Frequently asked questions

Supplentia is a digital platform that connects professionals and patients around nutritional supplement advice and delivery.

For professionals, Supplentia offers tools to create personalized care plans, also based on a scientific questionnaire and face scan. You can easily search, compare, and recommend supplements from a wide range of high-quality brands on our neutral, multi-brand platform. Supplentia also supports efficient practice management with features for patient records, appointments, and secure data handling.

For patients, Supplentia makes it easy to access and order the supplements recommended by your professional. With a simple link, you can view your personal advice and order directly. Orders placed before 22:00 are shipped the same day (if in stock) within the Benelux.

Supplentia is available for both professionals and their patients.

Professionals such as doctors, orthomolecular therapists, nutritionists, and other healthcare providers can create a free account to access tools for personalized supplement advice, supplement comparison, patient management, appointment scheduling, and ordering. All in one secure and efficient platform.

Patients can view the platform without an account. If your professional sends you a care plan, you can access it via a personal link ... no login required. However, to view your personal pricing and place an order, you’ll need to create a free account.

Creating an account on Supplentia is quick and free for both professionals and patients. Just go to supplentia.com/account to get started.

Professionals

After signing up, your account will go through a short manual approval process. We aim to review and approve every request within two business days. Once approved, you’ll gain access to all professional features, including supplement advice tools, patient management, and ordering. Until your account is approved, you won’t be able to access the professional platform.

Patients

You can create an account at any time. You’ll need one to view your personal prices and place an order. To connect with your professional and unlock your personalized pricing, make sure to enter your Supplentia reference (provided by your practitioner) in the field on the homepage or during checkout.

Need help?

Check out our tutorial on how to create an account: it walks you through the process with clear instructions and screenshots.

Yes, Supplentia can be used on desktop, tablet, and mobile devices, but with some differences.

If you’re a patient, you can easily view your care plan and place an order on any device. The commercial part of the platform is fully optimized for mobile use.

If you’re a professional, the platform works on smartphones, but the experience is not fully optimized for small screens. For managing care plans, searching products, or using advanced features, we recommend using a desktop or tablet for the best experience.

For the best experience, we recommend using the latest version of your browser.

We’re happy to help you get started with Supplentia in the way that suits you best:

Prefer to explore on your own?

Check out our step-by-step video tutorials, they’ll guide you through the most important features of the platform.

Prefer a personal demo?

We offer 1-on-1 demos tailored to your needs. Just send us your availability via pro@supplentia.com and we’ll set something up.

Need help while using the platform?

Use the button on the side of your screen, or contact us via phone, email, or chat. We’re happy to assist!

Supplentia supports all common payment methods, so you can choose the option that works best for you. You can pay with:

• Credit card
• iDEAL
• Bancontact
• Belfius
• KBC
• PayPal
• SEPA bank transfer

You can update your preferred payment method at any time in your account settings.

Paying by bank transfer?

Orders paid via SEPA or manual bank transfer are only shipped once the payment has been received. This may delay delivery slightly compared to instant payment methods.

If your professional places the order for you:

The invoice will automatically be sent to you, and the order will be shipped immediately. No need to wait for manual payment processing.

Yes, paying through Supplentia is completely safe.

All payments are processed via secure and trusted payment providers. Your personal and payment information is encrypted and handled in accordance with strict security standards. We do not store any sensitive payment details ourselves.

Whether you’re paying by credit card, PayPal, or another method ... your data and transaction are protected at every step.

The Supplentia reference is a unique code that links a patient to their professional on the platform. Each professional has their own reference code. When a patient enters this code, either on the homepage or during checkout, it creates an automatic connection between the patient and the professional.

This connection is important because it:

• Gives the professional permission to send care-related communications, such as questionnaires or face scan invitations
• Allows the professional to view questionnaire and face scan results, with consent
• Grants the patient access to personal pricing on all supplement orders
• Enables the professional to provide more tailored and continuous support

The Supplentia reference acts as a secure and simple way to confirm consent for both data sharing and care coordination. The code is generated automatically for each professional and can be shared directly with patients.

Product availability is always shown on the product page. You may see one of the following statuses:

• In stock: your order will be shipped the same day (if placed before 22:00)
• Not in stock: we aim to ship your order within 5 business days
• Temporarily unavailable: an expected restock date is shown on the product page. This date is provided by the brand or supplier, we don’t control it, and it may shift. It’s an indication, not a guarantee.
• No longer available: the product is no longer part of our assortment.

Is your product unavailable or the delivery time too long, and you need it sooner?

In your shopping cart, you’ll always see the estimated delivery time for your full order, based on product availability. Orders are shipped only when all items are available. Please contact your professional to check whether an alternative product is appropriate for you.

Want faster delivery for in-stock items?

You can opt for partial delivery at checkout for an additional 5.95 euro:

• Products in stock will be shipped immediately
• The remaining products will be sent separately as soon as they are available again

We’re constantly expanding our assortment and are always open to product or brand suggestions.

Requesting a product from an existing brand on our platform

In most cases, we can add products from brands we already work with. If it’s technically possible, we aim to process these requests within a few business days.

Requesting a new brand

All new brand requests are carefully reviewed. Professionals always receive a response, usually within one working day. We track which brands are requested most often and regularly assess whether it’s relevant and feasible to add them, based on quality, availability, and technical integration.

How to submit a request

Simply contact us via chat, email, or phone. We take every request seriously and keep you informed throughout the process. Please note: we can’t promise a timeline for new brand integrations, as this depends on factors like brand readiness, regulatory compliance, and ongoing negotiations.

Have a request or question? Let us know. We’re happy to hear from you.

We deliver to most countries in Europe. Quickly and reliably.

Shipping times

• Benelux and France: orders placed before 22:00 are shipped the same day (if in stock)
• Other European countries: shipping times vary and are shown during checkout

Delivery options

• Home delivery across Europe
• Pickup points available in Belgium (coming soon in the Netherlands and France)

Delivery costs

• Benelux & France:
  • Free delivery on orders over €50
  • €5.95 shipping fee for orders under €50
  • A small surcharge may apply for deliveries to islands
• Other countries: fixed shipping rates per country, shown at checkout

You’ll see the exact delivery cost and estimated delivery date before confirming your order.

Yes, we deliver to several countries outside the Benelux. Below is an overview of the countries we currently ship to, along with the applicable delivery fees. Shipping costs and estimated delivery times are shown clearly at checkout.

• France: 9.95 euro (island surcharges may apply)
• Germany: 6.95 euro
• Spain: 18.95 euro (island surcharges may apply)
• Italy: 18.95 euro (island surcharges may apply)
• Austria: 15.95 euro
• Portugal: 14.95 euro (island surcharges may apply)
• United Kingdom: 9.95 euro (customs and import fees not included)
• Switzerland: 22.95 euro (customs and import fees not included)

French overseas regions (DOM-TOM) and other countries not listed above are not part of our standard delivery zone.

As soon as your package is handed over to the delivery service, you’ll receive a shipping confirmation email with a tracking number. With this tracking number, you can follow your order online and see exactly when it will arrive.

First, check the tracking link in your shipping confirmation email to see the latest delivery status. Can’t find the email, even in your spam or junk folder? Still no update, or is the delivery taking longer than expected?

No problem! Just get in touch with us via chat, phone, or email. We’ll be happy to check the status for you and help find a solution.

Also keep in mind:

• Orders are shipped once all items are in stock, unless you’ve selected partial delivery
• SEPA bank transfers may delay shipment if payment hasn’t been received yet

You can request a return within 14 days after receiving your order. After your return request is approved, you’ll have another 14 days to send the product back.

Return shipping costs

• If the mistake is on our side (e.g., wrong product sent), the return is free. We’ll provide you with a prepaid return label.
• Changed your mind? Return shipping costs are at your expense. In this case, we’ll refund the full purchase price, excluding any original shipping fees.

Every return request is reviewed individually by our customer service team to ensure the right handling.

To request a return, just contact us via chat, phone, or email. We’ll be happy to assist you!

We’re here to help and we’ll make it right as quickly as possible.

Package delayed?

First, check the tracking link in your shipping confirmation email. If there’s no update or your package seems to be stuck, please contact us via chat, phone, or email. We’ll follow up with the courier and keep you informed.

Package arrived damaged?

We’re sorry to hear that! Please contact us as soon as possible, ideally with a photo of the damaged item and packaging. That helps us resolve things quickly, whether it’s a refund or a replacement.

We assess each situation individually and always do our best to help.

Great! That means your professional has created a personalised recommendation for you via Supplentia. In the care plan, you’ll see an overview of the supplements they’ve recommended, along with any instructions or additional notes. You don’t need an account to view your plan.

Ready to order?

You can immediately add the recommended products to your shopping cart. When you proceed to checkout, you’ll be asked to create a free account. This ensures your order is processed correctly and makes future ordering easier with your personalised setup.

Have questions about the advice or the products? Feel free to contact your professional. They know your situation best and will be happy to help.

If your professional has created a care plan for you, you’ll find your recommended products listed there. Along with any instructions or notes they’ve added. Simply open the care plan via the personal link you received by email. You don’t need to log in to view it.

You can add the recommended products directly to your shopping cart from that overview.

Already closed the email? No problem. Just ask your professional to resend your care plan link.

If you're looking for the product separately, you can also use the search bar at the top of the page to search by name or brand.

Choosing the right supplement isn’t always easy, and that’s exactly why we believe it’s best done with the guidance of a professional.

There are many factors to consider: your health needs, ingredients, possible interactions, dosage, and more. That’s why Supplentia works exclusively with high-quality products and focuses on supporting professionals in providing personalised advice.

Received advice from your professional?
Use the link in your email to view your care plan. You’ll see a clear overview of the recommended products and can add them directly to your cart.

Looking for something specific?
If your professional mentioned a brand, product, or ingredient, you can use the search bar or filters to find it quickly.

Want to reorder a product you’ve used before?
Just check your order history in your account to reorder with ease.

Still unsure?
We recommend checking in with your professional. They know your situation best and can guide you to the right product for your needs.

Appointments can only be booked through the personal profile page of your professional on Supplentia.

This page is not publicly listed or searchable. To book an appointment, please ask your professional for their personal booking link. Unless they’ve already shared it through their website, email signature, or social media.

Once you have the link, you can view their availability and book directly.

The face scan is an innovative, science-based tool used by professionals to gain additional insights into your health.

Using advanced technology developed by IntelliProve, a simple facial analysis is transformed into valuable health data: safely, quickly, and entirely contactless.

Your privacy is important to us.All data is processed in accordance with GDPR regulations, and the video itself is never stored.

The questionnaire is a science-based tool used by professionals to better understand your overall health and identify possible imbalances.

It includes a wide range of questions about your lifestyle, symptoms, and well-being. Based on your answers, your professional receives a structured report that helps guide their recommendations.

Your privacy is very important to us. All data is processed securely and in full compliance with GDPR regulations. Only your professional can access your answers, and your data will never be shared without your consent.

Supplentia offers several flexible ways to guide your patient from advice to purchase. You can choose the method that best fits your workflow and the needs of your patient:

Email the care plan: the patient places the order

You create a care plan and send it via email. The patient receives a link with a clear overview of your recommendations, including product names, dosage, and instructions. They can review the plan and order the recommended supplements directly through Supplentia without needing to log in. An account is only required at checkout.

Place the order yourself: delivery with invoice to the patient

You complete the order and have the products shipped directly to the patient’s address. The invoice is automatically sent to the patient. This option is useful if you want full control over the order or if the patient prefers not to handle it themselves.

Order with payment link: patient completes payment

You place the order, but instead of paying, you choose to generate a payment link. The patient receives this link by email, reviews the order, and completes the payment. Once paid, the order is processed and delivered to their home.

Use a paper order form

Prefer working offline or with patients who aren’t digitally active? You can fill in a printable order form and give it to your patient. They can then order the correct products on their own via Supplentia using the form as reference.

Provide a Supplentia reference code

You can share your personal Supplentia reference with your patient. This creates a link between your account and theirs, so their prices and future orders are always tied to your advice. They can browse products on their own and order whenever they’re ready, even if you didn’t send a care plan.

Each method ensures your advice is respected, the right products are delivered, and the patient remains connected to your guidance. You can choose the approach that works best or combine them depending on the situation.

Supplentia offers powerful tools to help you quickly identify the most suitable supplements for your patient:

Use smart search and filters

Filter by nutrient, brand, format, and more. Allowing you to narrow down the options to exactly what fits your patient’s needs.

Compare products

Easily compare composition, dosage, applications, packaging, and price - side by side - so you can make an informed choice based on both quality and value.

Reuse protocols

Save time by reusing protocol templates for frequently recurring situations. You can apply a protocol to a new patient and personalise it as needed.

Support your advice with intake tools

• Send a questionnaire to get a structured overview of symptoms and potential nutrient imbalances
• Use the face scan for additional insights based on contactless health analysis

Creating a care plan on Supplentia allows you to offer structured, personalised advice to your patients, including supplement recommendations, supporting instructions, and optional documents.

You can fully tailor the plan to your patient’s needs and choose how you want to share it: by email, as a paper printout, via payment link, or by placing the order yourself. Patients receive a clear overview and can easily order the recommended products.

Care plans are automatically saved and linked to the patient’s file, so you can revisit, update, or reuse them in the future. You can also support your advice using our intake tools like the questionnaire and face scan.

Supplentia offers two ways to place an order for your patient. In both cases, you select the products and shipping address but the payment flow differs.

Place the order yourself: invoice goes to the patient

You complete the order and have the products shipped directly to your patient. The invoice is automatically sent to the patient, who pays afterwards. This is the best option if you want to ensure the treatment can start immediately, regardless of whether the patient pays upfront.

Place the order and send a payment link

You prepare the order but choose not to confirm it immediately. Instead, a secure payment link is sent to your patient. Only after payment is completed will the order be processed and shipped. This option gives you control over the product selection while keeping the payment step with the patient.

Protocols in Supplentia are reusable templates that help you create structured, consistent care plans. Especially for common health goals or frequently occurring patient cases. Instead of building every plan from scratch, you can:

• Create your own protocols for specific indications, life stages, symptoms, or treatment strategies (e.g. energy support, digestive health, recovery after illness)
• Save them so you can reuse them anytime
• Apply them as a starting point and personalise the dosage, duration, or product selection for each patient

Whether you’re just starting out or managing a large patient base, protocols are a powerful way to streamline your workflow and scale without compromising quality.

The questionnaire is a powerful tool to gain deeper insight into your patient’s health, without relying entirely on verbal intake.

It is science-based and includes hundreds of potential questions, grouped into categories like energy, digestion, sleep, stress, nutrition, and more. Based on the responses, a structured overview is generated, highlighting potential imbalances or health concerns.

Supports supplement recommendations

You can use the results as a foundation for building a personalised supplement plan. The questionnaire helps connect symptoms with possible deficiencies, allowing for more targeted product selection.

Efficient and easy to integrate

You choose which topics are relevant, and your patient completes the questionnaire digitally at their own pace. This makes it a flexible and time-saving addition to both initial consultations and ongoing care.

The face scan is an innovative, contactless tool that provides additional insights into your patient’s health by analyzing facial data and physiological signals.

It is grounded in scientific principles and integrates concepts from Traditional Chinese Medicine and Ayurveda, combined with advanced technology developed by IntelliProve. Within seconds, you receive a visual summary of potential focus areas such as stress, energy, oxygen saturation, and more.

An added layer to your assessment

The face scan can complement the questionnaire or serve as a visual check during follow-up consultations. It is quick, accessible, and requires no physical contact, making it suitable for a variety of practice settings.

Secure data processing

All data is handled in accordance with GDPR. The video itself is never stored, and results are only visible to the professional the patient is linked to.

If your patient hasn’t received the email with the questionnaire or face scan, there could be a few possible reasons.

Status: not yet connected

The patient must be registered on Supplentia and have confirmed the connection with you as their professional (status “connected”). Without this consent, the platform cannot send intake invitations.

Check spam or junk folder

The email may have ended up in the patient’s spam or promotions folder. Ask them to check these folders, especially if it’s the first message from Supplentia.

Resending is possible

If the patient is marked as “connected”, you can resend the questionnaire or face scan at any time via the platform. They’ll receive a new email with the appropriate link.

You can manage patients either manually or via invitation. Both options allow you to connect the patient to your profile and manage their records centrally.

Adding patients

You can manually enter the patient’s details, after which they receive an email to approve the connection. Alternatively, you can simply enter their email address, the patient creates their own account and accepts the link to your practice.

Consent is required to send questionnaires or face scans. However, care plans can still be shared without this connection.

Appointment management

You set your own availability and choose whether appointments are limited to existing patients or open to everyone. You can configure exceptions (e.g. holidays) and activate a patient intake stop if needed.

You also define the duration of appointments, fully aligned with your practice workflow.

Every professional on Supplentia has their own profile page, which includes your name, a short bio, contact details, and an optional header image. You can also link to your website or social media.

Fully customisable

You have full control over your profile: you can update it at any time or choose to disable it entirely if you prefer to remain discreet.

Private and shareable

Your profile is not publicly searchable. Only those with the direct link can access it. You’re free to share the link on your website, in your email signature, on social media, or only upon patient request.

If you prefer not to work fully digitally, Supplentia allows you to use a printed order form as a simple alternative. You can select your favourite products from the catalogue and automatically generate an order form. The form is available as a PDF, ready to download and print for use in your practice.

Once completed, you can hand the form to your patient, who can place their order online whenever it suits them. It’s an ideal solution if you prefer an offline workflow or work with patients who are less digitally comfortable.

Supplentia biedt twee accounttypes voor professionals: Free en Premium. Beide geven toegang tot een krachtig platform voor het opstellen van adviezen en beheren van je praktijk. Premium biedt extra functies voor meer diepgang en efficiëntie.

Free-account

Met een Free-account kun je:

• Onbeperkt adviezen maken voor je patiënten
• Producten vergelijken met uitgebreide filtermogelijkheden
• Protocollen aanmaken en hergebruiken
• Afspraken- en patiëntbeheer gebruiken voor een vlotte workflow
• Een persoonlijke profielpagina publiceren

Premium-account

Premium omvat alles van Free, aangevuld met geavanceerde functies:

• Toegang tot wetenschappelijk onderbouwde questionnaires voor een uitgebreide anamnese
• Toegang tot face scans voor aanvullende gezondheidsinzichten
• AI-assisted writing om adviezen sneller en efficiënter op te stellen

Prijs en voorwaarden

Een Premium-account kost €24/maand, maar je geniet de eerste 6 maanden gratis toegang.

You can manage your subscription directly within your professional account. Whether you're starting with Premium or switching back to Free, everything is handled from your account settings.

If you're using a Free account, you can upgrade to Premium at any time to unlock additional features like questionnaires, face scans, and AI-assisted writing. The first 6 months are free. After that, it’s €24/month.

You can view your current plan, check renewal details, and downgrade or cancel if needed. Any changes take effect at the end of your billing cycle.

Your available credit balance is shown in your professional account. When placing an order for yourself, you can apply your credits at checkout to reduce the total amount.

We’re constantly expanding our assortment and are always open to product or brand suggestions.

Requesting a product from an existing brand on our platform

In most cases, we can add products from brands we already work with. If it’s technically possible, we aim to process these requests within a few business days.

Requesting a new brand

All new brand requests are carefully reviewed. Professionals always receive a response, usually within one working day. We track which brands are requested most often and regularly assess whether it’s relevant and feasible to add them, based on quality, availability, and technical integration.

How to submit a request

Simply contact us via chat, email, or phone. We take every request seriously and keep you informed throughout the process. Please note: we can’t promise a timeline for new brand integrations, as this depends on factors like brand readiness, regulatory compliance, and ongoing negotiations.

Have a request or question? Let us know. We’re happy to hear from you.

Yes, Supplentia is built with high security standards to protect both your personal data and medical information. All data is encrypted and transmitted via secure (SSL) connections.

From login to data exchange, strict protocols ensure privacy and integrity. The platform runs on modern cloud infrastructure with continuous monitoring and access controls.

Yes, all patient data is treated confidentially and processed in full compliance with GDPR regulations. Only linked professionals can view the medical data of their own patients.

Supplentia does not sell data or allow third-party access to personal or medical records. All information is securely stored on EU-based servers.

First, check that you’ve entered the correct email address and password. If needed, you can reset your password using the link on the login page.

Still having trouble?

Contact us at info@supplentia.com and we’ll be happy to assist.

If a page doesn’t load correctly, try refreshing it or using a different browser. Clearing your cache and cookies can also help.

Still not working?

Please contact us at info@supplentia.com and let us know which device and browser you're using. We’ll look into it.

Supplentia supports all major up-to-date browsers, including Google Chrome, Safari, Firefox, and Microsoft Edge.

The shop and patient-facing environment are fully optimised for smartphones, tablets, and desktops. The professional platform works on mobile but is best experienced on a desktop or laptop for full functionality.

You can reach us in several ways, depending on your needs.

By email

• General inquiries: info@supplentia.com
• Professionals: pro@supplentia.com

By phone

• +31 467 078 104 (NL)
• +32 15 24 30 10 (BE)
• +33 1 89 88 41 50 (FR)

Via the website

We also offer a website chat.

Our support team is available Monday to Friday, from 08:30 to 17:00.

We offer support in Dutch, French, and English, by email or phone.

As a professional, you’ll automatically receive email updates about important changes, new features, and available content (like webinars or tools). You can also sign up for our newsletter.

We respond to every email by the end of the next business day at the latest. In many cases, you’ll hear from us sooner.