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Free Standard Shipping on orders over $100 Contiguous United State - Lower 48

FAQ

FAQ

HOW LONG DOES THE RETURN/EXCHANGE PROCESS TAKE?

Please give all returns/exchange 5 days to process once we have received your item. To expedite this process please email sales@pro5usa.com the tracking number and the details of your order.

HOW LONG WILL IT TAKE FOR ME TO GET MY ORDER?

We ship within 1-3 business days from receiving your order except on Saturdays & Sundays. In 99% of the time, we will ship Priority Mail from USPS.com for US Domestic orders. while we do not control the timing of shipment once parcel has been submitted to USPS, a West-Coast delivery is usually 2-3 days, and East Coast 3-5 days.

HOW WILL I KNOW THAT MY ORDER WAS ACCEPTED?

You will receive an email confirmation shortly after your order has been placed. Please allow up to 2 business days for order processing. Feel free to contact us direct with any questions at 887-422-8512 from 8:30 am - 4:30 pm, via email at  sales@pro5usa.com .

CAN I PICK UP MY ORDER?

Absolutely! You will need to first place an order and place a note stating that you will be picking it up, email, or give us a call. Once picked up the shipping fee will be refunded back to you.

CAN I ADD OR REMOVE ITEM FROM MY ORDER ONCE IT IS SUBMITTED?

This is the answer to question 3. Once your order has been submitted, we begin processing your order, which entails a numbers of steps. During this time we cannot add or remove items from your order.

RETURN / EXCHANGE PROCESS
  1. Return Window: Returns are accepted within 30 days from the day the order was placed.
  2. Condition of Items: Items must be new, unworn, and unwashed.
  3. Initiate Return/Exchange:
    • Indicate the order Number and items you wish to return or exchange.
    • Check the accuracy of your return form before proceeding.
  4. Repackaging Instructions:
    • Securely repackage your merchandise.
    • Cover or remove any original mailing address labels or shipper barcodes from the package.
  5. Return Address:
    • Ship your returns to: Attn: Returns 2201 S. Broadway Los Angeles, CA 90006
  6. Shipping Instructions:
    • Use your preferred shipping provider.
    • Request a tracking number and insurance from your shipper to ensure safe delivery.
    • We are not responsible for lost returns/exchanges sent through outside shippers.
  7. Restocking Fee: All returns are subject to a restocking fee of $7.00.
    LOST OR STOLEN PACKAGE
    1. Notification Timeframe: You are required to notify us within 7 business days from the date your order was expected to arrive or the delivery confirmation date, whichever is later.
    2. Notification Method: Please contact our customer service team via email at sales@pro5usa.com or by phone at 887-422-8512 . Provide your order number and any relevant details about the non-receipt.
    3. Investigation Process: Upon receiving your notification, we will initiate an investigation into the non-receipt of your order. This may involve checking shipping records, contacting the carrier, or verifying delivery details.
    4. Resolution Options: Depending on the investigation outcome, we will work with you to determine the appropriate resolution. This may include issuing a refund, reshipping the order, or offering alternative solutions based on the circumstances.
    5. Exceptions: Please note that this policy may not apply in cases where delivery issues are beyond our control, such as natural disasters, shipping carrier errors, or incorrect address information provided by the customer.
    WILL I BE CHARGED TAX?

    This is the answer to question 2. We are required to collect sales tax for the state of California only. The Tax rate applied to your order will generally be the combined states and local rate for the address where your order is shipped. 

    WHAT IF MY ORDER DOES NOT ARRIVE?

    Non-Delivery of Orders Policy

    We understand that receiving your order in a timely manner is important to you. In the rare event that your order does not arrive within the expected timeframe, we have procedures in place to address such situations. Please review our policy regarding non-delivery of orders:

    1. Expected Delivery Timeframe:If your order has not arrived within the expected delivery timeframe, please allow an additional 3-5 business days for potential shipping delays or carrier processing issues before contacting us.
    2. Initiating Contact:
      ▪️ If your order has not arrived within the extended timeframe mentioned above, please contact our customer support team promptly.
      You can reach us via email at Sales@pro5usa.com or by phone at 887-422-8512 .
      ▪️ Provide your order number and any relevant details about the non-delivery, such as tracking information or delivery attempts made by the carrier
    3. Investigation Process:
      ▪️ Upon receiving your notification, we will initiate an investigation into the non-delivery of your order.
      ▪️ This may involve checking shipping records, contacting the shipping carrier, or tracing the package through our logistics partners.
    4. Resolution Options:
      ▪️ Based on the investigation outcome, we will work with you to determine the appropriate resolution.
      ▪️ Possible solutions may include reshipping the order, issuing a refund, or providing store credit, depending on the circumstances and availability of the items.
    5. Exceptions and Limitations:
      ▪️ Please note that certain factors beyond our control may impact delivery times, such as severe weather conditions, customs delays for international orders, or carrier disruptions.
      ▪️ We are committed to addressing non-delivery issues promptly; however, we appreciate your understanding and patience during the investigation process.
    6. Communication and Updates:
      ▪️ Our customer support team will keep you informed throughout the resolution process, providing updates on the status of your inquiry and any actions taken to address the non-delivery.
    7. Customer Responsibility:
      ▪️ It is the customer's responsibility to ensure that the shipping address provided during checkout is accurate and complete. Failure to provide correct shipping information may result in delivery delays or non-delivery, and we cannot be held liable for such instances.

    We value your trust in us and strive to resolve any non-delivery issues efficiently to ensure your satisfaction with our services. If you have any questions or concerns about this policy or your specific order, please don't hesitate to contact us.

    DO YOU WHOLESALE TO ANYONE?

    This is the answer to question 1. Although we have a retail section for non-wholesalers, we only wholesale our products to qualified business that embellish and/ or sell merchandise.

    HOW CAN I SETUP A WHOLESALE ACCOUNT WITH PRO 5?

    Please Contact our customer service team via Contact US.

    DO YOU HAVE WHOLESALE SHOWROOM?

    Yes, we have a showroom for wholesale accounts. We are located in 2201 S. Broadway. Los Angeles, CA 90007, 8:00 AM- 5:00 PM PDT.