FAQ

Return/Exchange Process

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, please email us at sales@pro5usa.com with your tracking number and order details.

Order Processing and Shipping

How Long Will It Take for Me to Receive My Order?
We process orders within 1-3 business days after receiving them, excluding Saturdays and Sundays.
For US Domestic orders, we generally ship via USPS Priority Mail. While we don't control the shipping time once the parcel is with USPS, delivery typically takes:

West Coast: 2-5 days

East Coast: 5-7 days

Order Confirmation

How Will I Know That My Order Was Accepted?
After placing your order, you will receive an email confirmation with a 5 digit order number. Please allow up to 3 business days for order processing. If you have any questions, feel free to contact us at 1-887-422-8512 (8:30 am - 4:30 pm) or via email at sales@pro5usa.com.

Picking Up Your Order

Can I Pick Up My Order?
Yes, you can! After placing your order, simply include a note stating that you'll be picking it up. You can also email us or call us directly. Once your order is picked up, we will refund the shipping fee.

Order Modifications

Can I Add or Remove Items From My Order Once It Is Submitted?
Once an order is submitted, we begin processing it immediately, which involves several steps. Unfortunately, we are unable to add or remove items once the order has been placed.

Return / Exchange Process

Return Eligibility:

• Returns are accepted within 30 days from the date the order was placed.
• Items must be new, unworn, and unwashed.

Ineligible Returns:
If a returned item is found to be:

• Worn, washed, or otherwise not in its original condition,
• The item will not be refunded or exchanged.
• The customer forfeits the right to a refund or replacement.
• The item will be disposed of by our Returns Department and will not be returned to the customer.

Return Instructions:

• Indicate the items you would like 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 from the package.

Shipping Your Return:

• Send your return to the following address:
• Attn: Returns
  2201 S. Broadway
  Los Angeles, CA 90007
• You may ship your return with any carrier of your choice. To ensure we receive your return/exchange, please request a tracking number and shipping insurance from your shipper. We are not responsible for lost returns/exchanges.

Restocking Fee & Exchange Shipping Fee:

• If items are not returned in good condition or are returned after the 30-day window, a 10% restocking fee will apply.
• A flat-rate shipping fee of $10.00 will be charged for reshipping exchanged items.

For further assistance, please email us at Sales@pro5usa.com.

Lost or Stolen Package Policy

Notification Timeframe:
If your package is lost or stolen, you must notify us within 7 business days from the date your order was expected to arrive or the delivery confirmation date, whichever is later.

Notification Method:

1. Contact the Shipping Carrier: First, reach out to USPS or UPS to open a claim for a missing or stolen package.
2. Contact Us: After filing the claim, 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 of your package.
3. Investigation Process:
   Once we receive your notification, we will initiate an investigation into the non-receipt of your order. This may include reviewing shipping records, contacting the carrier, or verifying delivery details.

Resolution Options:
Depending on the outcome of the investigation, we will work with you to determine an appropriate resolution. This could include:

• Issuing a refund
• Reshipping the order
• Offering alternative solutions based on the circumstances

Exceptions:
This policy may not apply in cases where delivery issues are beyond our control, such as:

• Natural disasters
• Shipping carrier errors
• Incorrect address information provided by the customer

Sales Tax Information

We are required to collect sales tax for California only. The tax rate applied to your order will be the combined state and local rate for the shipping address of your order.

Non-Delivery of Orders Policy

Expected Delivery Timeframe:
If your order has not arrived within the expected timeframe, please allow an additional 3-5 business days for potential shipping delays or carrier processing issues before contacting us.

Initiating Contact:

If your order has not arrived within the extended timeframe, first contact the shipping carrier.

After that, please reach out to our support team via:

Email: sales@pro5usa.com  Phone: 887-422-8512

Provide your order number and any relevant details (e.g., tracking information, delivery attempts).

Investigation Process:
Upon receiving your notification, we will begin an investigation into the non-delivery of your order, which may include:

• Checking shipping records
• Contacting the shipping carrier
• Tracing the package through our logistics partners

Resolution Options:
Depending on the investigation results, we will work with you to determine the most suitable resolution. Possible outcomes include:

• Reshipping the order
• Issuing a refund
• Offering store credit (depending on the circumstances and availability of items)

Exceptions and Limitations:
Certain factors beyond our control may impact delivery times, such as:

• Severe weather conditions
• Customs delays for international orders
• Shipping carrier disruptions

We are committed to resolving non-delivery issues as quickly as possible, and we appreciate your patience during the investigation process.

Communication and Updates:
Our customer support team will provide you with regular updates throughout the resolution process, including the status of your inquiry and any actions taken.

Customer Responsibility:
It is the customer's responsibility to ensure that the shipping address provided during checkout is accurate and complete. Incorrect or incomplete shipping information may result in delivery delays or non-delivery, and we cannot be held responsible for such issues.

Wholesale Information

Do You Wholesale to Anyone?
We only wholesale our products to qualified businesses that embellish and/or sell merchandise. We also have a retail section for non-wholesalers.

How Can I Set Up a Wholesale Account with Pro 5?
Please contact our customer service team via our Contact Us page for wholesale inquiries.

Do You Have a Wholesale Showroom?
No, we do not have a wholesale showroom. However, for wholesale account inquiries, please email wholesale@pro5usa.com.

Our office is located at:
2201 S. Broadway
Los Angeles, CA 90007
8:00 AM - 5:00 PM PDT