Shipping In Center
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 email@example.com
Am I eligible for a return?
We hope that you will be delighted with your Proalpha purchase! If you change your mind about your purchase, you are welcome to return your product to us within 30 days of your purchase date, however it must be unused and unopened.
We will only provide you with a refund once we receive the product returned to us, and our team ensures it is unused and in resalable condition.
To be able to return a product, you must provide a valid proof of purchase from Proalphacare.com.
What is the return process?
- Please download and complete a returns form, if you do not already have one.
- Email your returns form along with a photo of the products you are returning to firstname.lastname@example.org
- Once approved, ensure your return is well packaged and meets all the conditions outlined in the Returns Terms & Guidelines (below).
- Please mark 'Returned Items' clearly on the outer packaging of your parcel.
- Use an insured tracking delivery service to ensure your parcel reaches us safely.
- Send a follow up email with your tracking information to email@example.com
Enclose your goods, and return to the following address:
What should I do if I’ve received the incorrect product or a faulty product?
If you have received the incorrect product or the product you have received is faulty, please email firstname.lastname@example.org with photos and we will assist you with this promptly.
Please ensure you reach out to us within 7 days of receiving your order and don’t dispose of the product, so we can assess your claim.
Returns Terms & Guidelines
- All return items must be unused, unopened, and complete with original plastic wrapping.
- We are not responsible for the return shipping costs of the items.
- Please make sure all return items are well packaged, so as not to be damaged in the post.
- Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.
- Please make sure that the returns form has been approved - without approval it may result in your return not being processed.
What happens if I entered the wrong address?
Please contact email@example.com 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 firstname.lastname@example.org 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 email@example.com
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.
Will I need to pay customs?
All orders are currently shipped from globle amazon warehouse. Customers will not be charged customs or import fees for orders received within USA, UK and Europe.