Help Center

If your order has already shipped, we are unable to make any changes on it. If your order hasn't shipped, you can reach out to us at support@proleep.com and let us know what you want to change.

If you order has not shipped yet, reach out to us at support@proleep.com and provide us the order number you wish to cancel. If your order has shipped, we're unable to cancel it.

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 at support@proleep.com.

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.

If you're wondering about the progress of your order, we recommend considering both the fulfillment time and shipping time. Our fulfillment process typically takes 1-4 business days, as detailed on proleep.com/shipping. To this, add the shipping time provided at checkout. It’s important to note that these are business days, not calendar days. By adding these two periods together, you can calculate the latest expected arrival date for your order. If this date passes and you still haven't received your order, please reach out to us at support@proleep.com. We're always here to assist and ensure you receive your order promptly.

Also, it’s important to understand that 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.

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.

To return an item please use our Live Chat in the bottom right corner of this page, select "I need to return an item" and follow the guided steps to complete your return.

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

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.

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 at support@proleep.com and we will assist you with the installation.

If you received an damaged or defective product, please provide us clear pictures of the product to support@proleep.com. We will get back to you ASAP.

Some Tesla models, like the 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.

Due to shipping constraints, larger items may arrive separately.

Yes! If you received a defective product or the product isn't working as its supposed to within a 1 year period, please reach out to us at support@proleep.com or using the Live Chat.

However, this does not cover damages from negligence, misuse, wear and tear, or not in accordance with product instructions (dropping the product, etc.).

The total cost reflected for orders do 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.

If you require an invoice that includes your EU company's VAT number, please reach out to us directly after completing your order. You can contact us at support@proleep.com. In your request, make sure to provide us with the VAT number, including the country code (e.g., PT515240419). We will then process your request and provide you with an invoice that includes your company's VAT details.