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Go to the shop#Frequently asked questions
Thanks for shopping at Pro Promo!
You have important questions and we have the answers that you are looking for. Select from the following list of Product and Technical FAQs. Browse through these FAQs to find answers to commonly raised questions.
How long does it take for home delivery?
We give a quick turnaround time for all production and orders placed after cutting off time will be processed on the next business day and cut off time is 2PM (EST). It usually takes 3-5 business days to get your order delivered.
What courier do you use for deliveries?
We use Canada Post to send most of our orders. The delivery fee may vary based on your selection of Standard Ground Delivery or Express Delivery. FedEx and UPS also available as alternative delivery methods. If needed, please contact us before you place your order.
Why am I being charged for delivery on my order when it states standard delivery is free?
All our delivery charges are pre-set by our courier company. We sell some oversized items which require a specialist courier company to fulfil the delivery, there is an additional charge for these. Also, our courier company consider some surcharge postcodes ‘Out of area’. There is an additional charge for these also.
Note:
Standard ground delivery:
● $9.95 when order value more than $99
● Free shipping when order value more than $199
Express delivery:
● $19.95 when order value more than $99.
● $29.95 when order value more than $199.
Note:
Standard ground delivery:
● $9.95 when order value more than $99
● Free shipping when order value more than $199
Express delivery:
● $19.95 when order value more than $99.
● $29.95 when order value more than $199.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain propromo.ca to your safe senders list.
Can I collect from a local store?
We offer a reserve and collect service. This is available on the checkout page. Please be aware, if the product is not available in a local store, you are unable to reserve it.
Note:
Our pick up location is:
10-561 Edward Ave, Richmond Hill, ON L4C 9W6
When you arrived, please call us at:
6475808707
Note:
Our pick up location is:
10-561 Edward Ave, Richmond Hill, ON L4C 9W6
When you arrived, please call us at:
6475808707
Do you deliver on Weekend?
No, our courier company do not offer the service to deliver on weekends currently.
Why can’t I select next day delivery?
We can only offer next day on goods we have in stock at our dispatch depot.
Can I track my item?
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order. For orders placed after 2pm (EST) on Friday, your order will may not be trackable until it has been collected from us the following Monday.
Can you confirm you have received my return?
We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete. We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.Should you have any queries about your return, please feel free to contact our Customer Service team via email:
support@propromo.ca
Note:
All products with print cannot be returned! You will not receive a refund for your printed order.
support@propromo.ca
Note:
All products with print cannot be returned! You will not receive a refund for your printed order.
How long will it be before I get a refund?
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.
Note:
All products with print cannot be returned! You will not receive a refund for your printed order.
Note:
All products with print cannot be returned! You will not receive a refund for your printed order.
Who pays for return postage?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Note:
All products with print cannot be returned! You will not receive a refund for your printed order.
Note:
All products with print cannot be returned! You will not receive a refund for your printed order.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Note:
All products with print cannot be returned! You will not receive a refund for your printed order.
Note:
All products with print cannot be returned! You will not receive a refund for your printed order.
How do I apply a promotional code?
You can add a valid promotion code in the Basket. Please be aware, applying your promotional code before checkout!
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
