Delivery

How can I track my order?

When your order is shipped, you will receive an email confirming that it is being delivered.
Log in to your online account and go to the Order History section. There you will find a link that will allow you to track your order – click on the link to be redirected to the carrier's website.
If your order was sent using a tracking service, you will be able to track its progress.

Has my order been dispatched yet?

You will receive an email confirming that your package is on its way as soon as your order ships.
Log in to your Pro:Direct account and go to the My Orders section where you can follow the progress of your order by clicking on the tracking reference number.
It is possible that no information concerning the follow-up of your order will be communicated to you before the working day following the dispatch of your package.

What delivery options do you offer?

We offer three delivery methods:

- Standard Postal Delivery - From €6.96 - Fedex

- Premium Courier Delivery - From €9.66 - UPS

- Next Day or Named Day Delivery (on orders placed before 4pm) - From €12.64 - DHL

When completing your order, you may not see all options displayed – options are available depending on where you are, your delivery location and the weight of your order. The delivery options as well as the delivery date will be communicated to you when finalising your order.
Your order is sent from our warehouse located in the Czech Republic, the standard delivery option will be taken care of by Fedex, which will deliver the package to the national postal service of your country. The express delivery option will be supported by DHL.
If you order several items and you are refused standard delivery due to the weight of your order, we advise you to divide your purchases into several small orders to be able to choose standard delivery.
For more information regarding delivery options, including delivery to a PO box, please contact our customer service team at customerservices@prodirectsport.com

My order has not arrived yet – what can I do?

If your order is taking longer than expected to arrive, we apologise.
The estimated delivery date will be displayed during checkout, at the time of purchase – please wait until this date for your order to arrive.
All packages sent by our carriers can be easily tracked. The tracking link will be able to provide you with the latest updated information about your package.
You can access this link in "My Orders" as soon as you log in to your online account. If a delay occurs, you should be given clear directions as to where your package is. If the cause of the delay is unknown or if the package appears to have been received but has not been delivered to you, please contact our customer service team at customerservices@prodirectsport.com who will be happy to assist you.

If I order from a country outside the European Union, do I have to pay import tax?

If items are delivered outside the European Union, we will deduct any VAT (Value Added Tax) charged by the UK government on the items purchased. Once the parcel reaches the destination country, any customs duties or taxes applied by the government of the destination country are the responsibility of the recipient.
Although Switzerland is not part of the EU, the Swiss VAT rate will apply to deliveries in Switzerland.
Please note that prices quoted as including VAT will be the total prices charged to our customers in Australia, New Zealand and the United States and no deduction will be made for these countries. Although customers in these countries do not pay VAT, we do not reduce the price paid.

Where will my order be shipped from and will customs fees be applied?

Your order will be shipped from our warehouse located in the Czech Republic, an EU country. If the order is shipped to another EU country, no customs duties will be charged. If it is shipped to a non-EU country, such as Switzerland or Norway, customs duties will be applied and the recipient will have to pay them.

What happens if I am absent at the time of delivery?

The information below should be useful to you, but if you need further clarification, please contact our customer service department at customerservices@prodirectsport.com

For customers in Europe:
Royal Mail/P2P deliveries -Royal Mail/P2P/ will export the parcel outside the UK and hand it over to a trusted partner in your country, usually your national postal service. In most cases, a card will be left to document a failed delivery attempt and the exact location of the parcel. If we have sent your parcel by registered mail, please use the tracking number on the website of your national postal service, which clearly shows the status of the parcel.
DPD deliveries DPD's network covers most countries within the EU, so it will be a DPD van that delivers the parcel. DPD should leave a card with information about the whereabouts of your parcel. You can easily track the status of your delivery on DPD's website.
Deutsche Post deliveries If you are not at the delivery address at the time of delivery, Deutsche Post or its partner companies will usually either deliver your parcel to a post office where it will be available for collection for a certain period of time before being returned to the sender, or will attempt a new delivery on the next working day.
DHL Deliveries If DHL is unable to deliver your parcel, delivery will be suspended and we will be contacted for further information, such as an alternative contact number. We will then contact you by email asking for this information to arrange for your parcel to be resent.

For customers outside Europe:
Royal Mail deliveries Royal Mail will export the parcel outside the UK and hand it over to a trusted partner in your country, usually your national postal service. In most cases, a card will be left to document a failed delivery attempt and the exact location of the parcel. If we have sent your parcel by registered mail, please use the tracking number on the website of your national postal service, which clearly shows the status of the parcel.

Can I refuse my order?

If you refuse your order because an item is missing, the items received are incorrect or the package has been opened, the carrier will return the items to us so that we can process your return. Please note that refused packages can often take time to reach us and this will likely delay your refund.
Please contact customer service at customerservices@prodirectsport.com, who will be happy to advise you in this situation.
If you wish to refuse or have refused a delivery, you may be liable for any costs incurred by us through our carrier or charged to us by customs to return the package to us. Thus, we recommend that you accept the package and return it to us using an order tracking service.

Why haven't I received a shipping confirmation for my order yet?

There may be several reasons why you have not yet received a dispatch confirmation email from us:
The dispatch confirmation has landed in your spam folder: Please check your email spam folder first to see if you can find the email there. If not, please log in to your account on our website to view the status of your order.
You have selected the personalisation option: Please allow 4-6 additional days for your order to be personalised. You will receive shipping confirmation once personalisation is complete and your order has been shipped.
It is a pre-order: If you have placed an order for an item that is displayed as a pre-order, then the pre-order date means that we will receive the goods on that date. It may therefore take 24-48 hours for your order to actually be dispatched. If your order has still not been dispatched by this time, please contact our customer service team.
If these reasons do not apply to your order and you can see in the order status on your customer account that your order has not yet been dispatched, then please contact our customer service at customerservices@prodirectsport.com.

How long will my order take to be personalised?

Please allow 4-6 additional days for the personalisation of your order. This means that if, for example, you have chosen the delivery option 'Next day delivery' for your order, the delivery time will only apply after the personalisation has been completed and the order has been dispatched.

What happens if my order shows as returned to sender?

If you track your order and can see a scan indicating that it was returned to sender, please contact our customer service team at customerservices@prodirectsport.com to let us know, whether you would like us to resend your order or issue a refund for it once we have received it back.
Please note that if you selected the personalisation option for your order, we need to resend it, as personalised items are non-refundable.
The time it takes for a returned parcel to arrive back at our warehouse varies between different couriers. With Deutsche Post the return can take several weeks, whereas DHL, DPD and UPS usually take 1-2 weeks to return a parcel to us.

Why are you unable to send me certain products?

Please note that some of our products cannot be shipped to all destinations. If you have ordered an item that we are unable to deliver to you, you will see a message when completing your order that this product needs to be removed from your cart or you need to change the delivery location.
Here are the three main causes of restriction.
1. Brand restriction on where Pro:Direct is allowed to ship: e.g. Asics items, Mizuno items, Wilson tennis racquets.
2. Destination regulation based on the materials used in the product: e.g. for wooden items, kangaroo leather items, aerosol/inflated items.
3. Regulation of the destination based on certain types of products: for example nutrition products.
Please contact customer service at customerservices@prodirectsport.com if you have any further questions