Question 1

How long will it take for my order to arrive?

Accepted Answer

The shipping times for your order will be displayed next to the shipping method you select at checkout, plus the fulfillment time of 1-4 business days.

If "Shipping" is the only option shown during checkout, this indicates that your cart contains a mix of oversized and regular-sized products. In these instances, please note that the products will be shipped separately. For regular-sized products, standard shipping times will apply, typically ranging from 3-6 business days, depending on your country. For oversized products, shipping may take between 3-9 business days.

For more detailed information on shipping times, please refer to our Shipping page.

Question 2

Can I change my order?

Accepted Answer

If your order has already shipped, we are unable to make any changes to it. If your order hasn't shipped, you can reach out to us via Live Chat and let us know what you want to change.

Question 3

How can I return an item?

Accepted Answer

To return an item, please use our Return an Item section in the Help Center. The entire process is designed to be a straightforward and user-friendly experience for you.

We also advise you to read our Refund Policy before starting a return.

Question 4

How do I install my product?

Accepted Answer

We are frequently adding more installation videos to Proleep Youtube channel. If the product you purchased does not have an installation video or installation notes on it's product page, reach out to us using our Live Chat and we will assist you with the installation.

Question 5

Will I need to pay VAT or Import Duties?

Accepted Answer

The total cost reflected for orders does not include any import taxes or customs duties. These extra charges can be different for each country, so you should see if your order will have these charges before you complete your purchase.

Proleep isn't responsible for any of these import or customs fees you might face. If there are any duties or charges for your order, our third-party supplier will email you with instructions on how to pay them. It's important to know that your order may be held up until these charges are paid off.

If you believe you've been charged incorrectly, please contact our customer service team via our Help Center for guidance.

Question 6

Why is my order tracking information not updating?

Accepted Answer

If you’re wondering about the progress of your order, here are some key points to consider:

Fulfillment Time

Processing Period: Our fulfillment process typically takes 1-4 business days. During this time, your order is prepared and dispatched from our fulfillment center. For more details, visit https://www.proleep.com/shipping.

Shipping Time

Transit Period: In addition to the fulfillment time, there is the shipping time provided at checkout. This period indicates how long your order will be in transit to you. Remember, these times are calculated in business days, not calendar days.

Tracking Information

Label Created: The status "label created" does not necessarily mean your order hasn't been dispatched. In fact, if a tracking link is attached to your order, it indicates that the product has already been sent out. The status displayed on the carrier’s website as "label created" simply means that the carrier has yet to receive the parcel from our dispatch points. Since we ship from various locations to domestic carriers, there can be a delay in the carrier's system updating the actual status.
Tracking Delays: After your order leaves our fulfillment center, it might take some time for the tracking number to show movement. This delay is common during peak seasons, holidays, and other high-volume periods when carriers experience an influx of parcels. They may need additional time to scan, process, and update tracking details.

What to Do If There’s No Update

Expected Arrival Date: By adding the fulfillment time and shipping time, you can calculate the latest expected arrival date for your order. If this date has passed and you still haven’t received your order, please reach out to us using our Live Chat.

We understand that delays in tracking information updates can be frustrating. Please rest assured that these delays do not usually indicate a delay in the actual movement of your package. Your patience and understanding are deeply appreciated.

Question 7

When will I receive my refund?

Accepted Answer

It usually takes 3-5 business days for the refund to be processed. Reimbursement of funds will be allocated back to the original form of payment used for purchase.

Question 8

My product is damaged/defective

Accepted Answer

If you received a damaged or defective product, please report the issue using this link. Additionally, you can send photos of the damaged or defective item via Live Chat. Our team will review them and get back to you as soon as possible.

Question 9

I need an invoice with my EU company VAT number

Accepted Answer

If you need an invoice that includes your EU company’s VAT number, please contact us directly after completing your order. You can reach us via Live Chat and ensure that your request includes your VAT number with the appropriate country code (e.g., PT515240419). We will process your request promptly and provide you with an invoice that includes your company’s VAT details.

Question 10

Can I cancel my order?

Accepted Answer

Yes, absolutely! Please contact our team via Live Chat.

Question 11

How can I track my order?

Accepted Answer

You will receive an email with the tracking information once your order has shipped. If you didn't receive the email, or can't locate it, reach out to us using our Live Chat.

Question 12

Do you ship to my country?

Accepted Answer

To find out if we ship to your country, please visit our dedicated shipping page at proleep.com/shipping.

On this page, you'll find a detailed list of all the countries we currently ship to. We strive to make our products available worldwide, but please be aware that shipping availability can vary based on the country and specific carrier limitations.

Additionally, for some countries, we face constraints in shipping oversized products due to carrier limitations.

Question 13

Is this compatible with my Tesla Model 3/Y?

Accepted Answer

Tesla models 3 and Y have different interior versions even though it's the same car. To better understand which products are compatible with your Tesla Model 3 or Y, read our guide here.

Question 14

I only received some of the items I ordered

Accepted Answer

Due to shipping constraints, larger items may arrive separately.

Question 15

Why does my tracking link show "Label created" with no movement for days?

Accepted Answer

The status "label created" does not necessarily mean your order hasn't been dispatched. In fact, if a tracking link is attached to your order, it indicates that the product has already been sent out. The status displayed on the carrier’s website as "label created" simply means that the carrier has yet to receive the parcel from our dispatch points. Since we ship from various locations to domestic carriers, there can be a delay in the carrier's system updating the actual status.

Question 16

Can I return the item even after 14 days?

Accepted Answer

Our return policy allows for returns within 14 days of purchase. If you have an exceptional circumstance, please contact our customer service team through Live Chat to discuss your situation. We aim to provide the best possible solution for our customers.

Question 17

Is my product covered under warranty?

Accepted Answer

Yes! If you received a defective product or the product isn’t working as it’s supposed to within 1 year, please reach out to us using the Live Chat.

However, this warranty does not cover damages resulting from negligence, misuse, wear and tear, or not following product instructions (e.g., dropping the product).

Warranty Notice: Temperature Exposure

Please be aware that exposing the Blackout Kits (or any of its components) to high temperatures can cause deformation and damage. Such conditions are considered misuse and are not covered under our warranty policy.

Question 18

Can I change my shipping adress?

Accepted Answer

Yes, you can change your shipping address as long as the order has not yet been processed or shipped. Please contact our customer service team through Live Chat as soon as possible with the updated address information to ensure your order is delivered correctly.

Question 19

What type of tape do you use?

Accepted Answer

We use 3M double-sided tape. It is a strong adhesive tape but can be easily removed without leaving any traces. We understand that our customers might change their mind and want to remove the product, or may be using it in leased vehicles, so we ensure the tape provides strong bonding while being easy to remove cleanly.

Question 20

My promo code isn’t working

Accepted Answer

The promo code you entered may not work due to an incorrect input (check that you have entered the right letters and numbers), specific conditions (like minimum spend), or an expiry date. If you continue to experience issues, please contact our support team for assistance via Live Chat.

Question 21

Is the Dashboard Cover easily bent when it is sitting outside in the heat?

Accepted Answer

Our Dashboard Cover is made out of a thermoplastic compound that resists deformation until approximately 105°C (221°F). This ensures that the Dashboard maintains its shape and structural integrity even when exposed to high temperatures.

Question 22

What methods of payment do you accept?

Accepted Answer

We accept various payment methods including:

Visa
MasterCard
American Express
PayPal
Apple Pay
Google Pay
Klarna

We also accept local payment methods such as:

Bancontact (Belgium)
iDEAL (Netherlands)
Multibanco (Portugal)

Please note that we do not accept personal checks or money orders.

Question 23

What kind of materials are your products made of?

Accepted Answer

Our product materials can be checked on the product page. We use a combination of durable, lightweight materials such as thermoplastic compounds and reinforced polymers to ensure strength, flexibility, and resistance to wear and tear.

Question 24

What do I do if I receive the wrong item in my order?

Accepted Answer

If you receive the wrong item, please contact our customer service immediately. We will arrange for the correct item to be sent to you.

Question 25

Order is marked delivered but not here

Accepted Answer

If your order is marked as delivered but you haven’t received it, please check around your delivery location and with neighbors. Also, contact the carrier and provide the tracking information. If you still can’t locate your order, please contact our customer support for assistance.

Question 26

How do I apply promo/discount codes?

Accepted Answer

To apply a promo or discount code, proceed to checkout and enter your code in the 'Discount Code' field. Click 'Apply' to see your new total before finalizing your order.

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