My order status is Unfulfilled, what does this mean?
If your order status is currently “Unfulfilled”, this means we have received your order and it is currently awaiting picking and packing by our Warehouse Team. Once your order has been shipped, you'll receive a shipping confirmation email with your tracking information, and your order status will update to "Fulfilled."
My Proalpha parcel is lost, what do I do?
All shipping timeframes operate in business days which excludes weekends and public holidays.
If your delivery has exceeded the shipping timeframe you will need to contact the courier delivering the parcel to you incase they have more information that isn't shown on your tracking link. Your parcel could be awaiting collection at your local post office.
If they are unable to locate your parcel, please reach out to our Customer Experience team at firstname.lastname@example.org
What if my parcel or product is damaged?
If your package becomes damaged during transit, notify us within 7 days of the parcel being delivered at email@example.com with clear photos of everything you have received and the condition of the parcel/products. We can inspect the damaged package and the damaged items may be replaced.
What happens if I entered the wrong address?
Please contact firstname.lastname@example.org as soon as possible. In some cases, we may be able to change the address for you if your order hasn't already been processed by our warehouse. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, we may contact you or your order may be refunded once we are notified that the order has been returned/received. Please note that shipping charges are non-refundable.
My parcel says delivered but it's not?
If your parcel says it’s delivered but seems to be missing, please have a look around your property to see if it was tucked away out of sight. Please check around all entrances, including around the garage. You could also check with the people who live with you, and ask your neighbours if they didn't perhaps pick up the package for you.
If the package is still not found, the carrier that delivered the parcel or local post office is the next best place to contact. If your parcel is still missing once you have contacted the carrier, please get in touch with us via email@example.com and we will help as much as is reasonably possible to trace a missing parcel.
Please note we are not responsible for lost or stolen parcel so we will not be able to refund lost parcels and may not be able to send another parcel.
Will my parcel be delivered to my address?
Yes of course, your parcel will be delivered to the address provided at the time of purchase. If you’re not home at the time of delivery, your parcel will be redirected to your local post office for counter collection.
*Please note: Unfortunately, we currently only support shipments from the US, Canada, and Europe regions* If you are outside the shipping area, please contact firstname.lastname@example.org
Can I edit or cancel my order?
We have a very fast turn around of orders in our warehouse to ensure quick delivery, this means we can't guarantee orders can be edited or cancelled once placed. If you would like to edit or cancel your order please contact email@example.com with the subject ‘cancel’ and your order details as soon as possible. If your order has already been shipped, you can return this by following the steps here.
How can I view previous orders?
You can login to your account at anytime to check on your order history and subscriptions history.
How do I track my Proalpha order?
You have 3 options to track your parcel:
Got a Proalpha account?
Log in your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information there.
I don't have a Proalpha account yet
As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, don’t stress! Your order will usually take around 3-5 business days to be dispatched.
Visit the Shipping Information article and enter your order number and email address and receive your tracking information.
*Please note, tracking can take around 24 hours to update after dispatch.