FAQ
Return / Exchange FAQ
How long does the return/exchange process take?
Once we receive your return or exchange, please allow 5 business days for processing. To help expedite the process, email us at sales@pro5usa.com with your tracking number and order details.
What items are eligible for return/exchange?
Returns are accepted within 30 days from the order date. Items must be new, unworn, and unwashed.
Which items are ineligible for return/exchange?
Items that are worn, washed, or not in their original condition. Ineligible items will not be refunded or exchanged and will be disposed of by our Returns Department.
How do I return an item?
Indicate the items you want to return on a copy of your invoice.
Repackage the item(s) securely to prevent damage during shipping.
Remove or cover any original mailing address labels or shipper barcodes.
Where should I send my return?
Attn: Returns
2201 S. Broadway
Los Angeles, CA 90007
You may use any carrier of your choice. Request a tracking number and shipping insurance, as we are not responsible for lost returns/exchanges.
Are there restocking or exchange shipping fees?
Items returned not in good condition or after 30 days are subject to a 10% restocking fee. A flat-rate shipping fee of $10 applies for reshipping exchanged items.
Order Processing & Shipping FAQ
How long will it take to receive my order?
Orders are processed within 1–3 business days (excluding weekends). US domestic shipping via USPS Priority Mail typically takes:
West Coast: 2–5 days
East Coast: 5–7 days
How will I know my order was accepted?
After placing your order, you will receive an email confirmation with your 5-digit order number. Please allow up to 3 business days for order processing.
Can I pick up my order?
Yes! Include a note at checkout or email/call us to arrange pickup. Shipping fees will be refunded for picked-up orders.
Can I modify my order after it’s submitted?
Once an order is submitted, we begin processing immediately. Items cannot be added or removed after submission.
Shipping & Address FAQ
Can I change my shipping address after placing an order?
If you contact us immediately after placing your order, we’ll do our best to update it. Once a shipping label is created and handed from our office to the warehouse, adjustments cannot be guaranteed. After the order ships, we cannot reroute or redirect packages.
What if I entered the wrong address?
Customers are responsible for providing the correct shipping address at checkout. If an incorrect address was entered, we are not liable for lost or misdelivered packages. If a package is returned to sender, shipping is non-refundable.
Why isn’t my tracking number updating?
Just because tracking hasn’t updated does not mean your order hasn’t shipped. Carriers can take 24–48 hours to scan and update tracking information.
Can I reroute a package after it ships?
We do not offer rerouting once an order has shipped. You may be able to request changes directly with the carrier:
UPS: UPS My Choice
USPS: USPS Package Intercept
Who is responsible once the order ships?
Once your order leaves our warehouse, delivery is in the carrier’s hands. We’ll always try to assist, but final delivery is the carrier’s responsibility.
Lost or Stolen Package FAQ
What should I do if my package is lost or stolen?
Notify us within 7 business days of the expected delivery or delivery confirmation date. Contact your carrier (USPS or UPS) to open a claim, then reach out to sales@pro5usa.com or 887-422-8512 with your order number and claim details.
What happens after I notify you?
We will investigate, which may include reviewing shipping records or contacting the carrier. Based on the outcome, we may:
Issue a refund
Reship the order
Offer alternative solutions
Exceptions:
This policy may not apply if delivery issues are beyond our control, such as natural disasters, carrier errors, or incorrect addresses provided by the customer.
Non-Delivery of Orders FAQ
What should I do if my order hasn’t arrived?
Allow an additional 3–5 business days for potential shipping delays before contacting us. Contact the carrier first, then reach out to sales@pro5usa.com or 887-422-8512 with your order number and tracking info.
How will non-delivery issues be resolved?
We will investigate and may:
Reship the order
Issue a refund
Offer store credit depending on circumstances
Exceptions & Limitations:
Delivery delays may occur due to severe weather, customs, or carrier disruptions.
Customer Responsibility:
Ensure the shipping address is accurate and complete. We are not responsible for delays or non-delivery due to incorrect addresses.
Wholesale Information FAQ
Do you wholesale to anyone?
We wholesale only to qualified businesses that embellish and/or sell merchandise.
How can I set up a wholesale account?
Contact our customer service via the Contact Us page or email wholesale@pro5usa.com.
Do you have a wholesale showroom?
No, we do not have a showroom.
Office Address & Hours:
2201 S. Broadway, Los Angeles, CA 90007
8:00 AM – 5:00 PM PDT