Please readĀ these FAQsĀ before contacting us. Thank you!Ā
How long does it take to process and ship an order?
Most of our orders picked, packed and handed over to the shipping partners withinĀ 24-48 hoursĀ from the moment we receive them.Ā
The items we sell which require customization or special assembly can take up toĀ 5 days in production time before we can ship them out. Those items have information explaining the production time on their respective product pages.
Our warehouse staff in all our of locations work tirelessly to get orders out and into the hands of the carriers as quickly as humanly possible. As soon as they do, our system will issue you with the tracking number associated with your order.
When will I receive my order? (Shipping Times)
Our shipping times are as follows:
USA orders can take between 7-14Ā business days to arrive.Ā (Some items can take only within 2 - 4 days.)
UK, Germany, France, Spain orders can take between 10-15Ā business days to arrive.
Canada, AustraliaĀ ordersĀ can take between 15-25 business days.
Shipments to the rest of the world can take between 12-25 business days.
Where can I get my tracking number? / Why IĀ haven't received any confirmation / further delivery email yet?
Once your package is shipped, we send tracking notifications to the email or phone number that you provide us. You should also get an order confirmation soon after you purchase to the same email address.
If you don't receive an order confirmation:
- Please check your spam folder - and mark our emails as "not spam". This should ensure you get the proper notifications going forward.
- If you paid with PayPal, the email address you used to sign in will receive the order confirmation and all further emails.
- Please tryĀ check itĀ in the Promotion Tab of your mail box.
Otherwise, feel free to email us and we can take a look!
How do I track my order?
After your order is processed and shipped, you will receive an email with tracking information (applies to all U.S. orders and expedited International orders). Click here to learn more.
Why doesn't my tracking number work?
Sometimes there is a delay between us sending the shipping companies your tracking number and getting that data on their site. If you are still having troubles, please contact us.
How do I change or cancel my order?
We sincerely hope that you can make sure your shipping address is current, and color, size of the products are exactly what you want before you order.Ā
PleaseĀ contact usĀ as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and weāll confirm once the modification has been made. Please note that any orders that have processed, already been packed or shipped, cannot be modified or cancelled.Ā While we aren't able to divert your package to a new address once it's left our warehouse, we do suggest contacting the carrier or your local post office to set-up a forwarding address for future shipments!
WhatĀ Happens IfĀ The Item(s) I Received Are Defective/Incorrect?
Please contact our Customer Support Team to start the return process. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Returns Process?
Due to the nature of all products being Make to order,Ā we ONLY accept returns & exchanges on faulty products. WeĀ will make every effort to resolve issues and replace, refund or partially refund the product. The final resolution for defective products is decided on a case-by-case basis, and is at the sole discretion of Pro LED Signā¢.
- TheĀ color of our product from our website or mock-ups for reference only.Ā
We do not accept cancellations once your order is placed, as we use a 3rd party fulfillment provider. Therefore unwanted or incorrect orders cannot be canceled.
If your item arrives damaged or defective, please contact our support team at support@proledsign.com and include both a video and a photo for diagnosis and quality assurance purposes withinĀ 7 days.
If a return has been agreed, please note the faulty item must be returned to us in its original condition and packaging. If a replacement has been approved, We will produce & ship it in the quickest possible time-frame. If a partial or full refund is agreed, this will be processed within 14 days of you receiving the product.Ā
What payment methods do you accept?
