Frequently Asked Questions

Shipping & Delivery

When will my items ship?
Our team typically processes and ships orders within 1 to 3 business days. Once the carrier picks up your package, we will send an email containing your tracking information.

When will my order arrive?
After dispatch, regular transit times usually range from 7 to 13 business days. Please remember that the final delivery date depends on your location and the processing speed of your local delivery service.

Can I track my package?
Yes! We will email you a secure tracking link as soon as your order leaves our warehouse. You can check the status of your delivery whenever you want by entering your tracking ID or order information.

Returns & Exchanges

What is your return policy?
You may return products within 30 days of the delivery date. To be eligible for a refund, the items must be completely unworn, unwashed, and in pristine condition, with all original tags still affixed.

Do you offer exchanges?
Currently, we do not process direct exchanges. If you need a different color or size, please initiate a return for the original item to get a refund, and then place a fresh order for the new product.

Are return shipping fees covered?
Customers are responsible for covering all return shipping costs. We strongly suggest utilizing a trackable shipping method to guarantee that your return safely arrives at our facility.

When will I receive my refund?
Once your return arrives at our facility, please give us 2 to 4 business days to inspect the goods and process your refund. After that, it usually takes around 3 to 5 business days for your credit card provider or bank to reflect the credited amount on your statement.

Orders & Payments

What forms of payment do you take?
We accept all major debit and credit cards, such as Visa, Mastercard, American Express, and Discover. You can also easily check out using digital payment options like Google Pay and Apple Pay.

Can I change or cancel my purchase?
Please contact our support staff right away if you need to make changes. Our fulfillment team works quickly, but we will do our best to accommodate your request as long as the order hasn't left our warehouse yet.

What should I do if I didn't get an order confirmation?
First, please check your spam, junk, or promotions folders. If it's still missing, contact us at support@prolune.com, and we will be happy to forward the confirmation email to you again.