FAQ
Frequently Asked Questions
We've done our best to answer the most frequently asked questions here, but please don't hesitate to contact us if you don't see the answer to your question!
Order Issues
| I'm missing a product from my order. What do I do? |
| Sometimes orders are shipped in multiple boxes and often they arrive from different warehouses. If you are missing a package, please double-check the tracking information, and if you are missing an item, please contact us immediately. |
| What do I do if I receive a faulty item in my order? |
| Please contact us immediately. Many items are shipped directly from the manufacturer and we will need to contact them to arrange for replacement. Please document everything thoroughly and please contact us immediately. If you've had the product in use, and then it stops working, that is generally considered a Warranty Repair issue and you would contact the manufacturer to arrange for repair under warranty. |
| Why is the website product code different from my packing list? |
| Sometimes manufacturers have multiple ways to refer to a single item and that item has both a SKU and a Manufacturer Part Number. Often times we have renamed an item on the web to make it easier to look up, and refer to the item by its proper name in the packing slip. If you are unsure if it's the same item or not, please contact us! |
Returns and Exchanges
| What is your Return Policy? |
| Customers are responsible for shipping fees for returned items. If the item was damaged, or if the order was incorrect, shipping costs will be covered by ProAdv. View our detailed policy and instructions here: Return Policy. |
| How do I make a Gift Exchange? |
| If you received an item from us as a gift, please make sure that the item has not been opened yet, and you have the name of the gift-giver. Then contact us. |
| When can I expect my refund? |
| Store Credit can be issued or the original form of payment for the order. If you would prefer a refund over store credit, once the item is returned and the return has been accepted, we will refund the relevant portion of the order in the same manner the payment was made. Paid with a credit/debit card, expect a refund to appear within 7-10 business days (much of that time difference is dependent on your banking institution's own policies). |