With the exception of some rare cases alien to PROZIS, all orders placed and paid for via Credit Card or PayPal will be shipped on the same day, as long as the payment is realised before 16:00 on a working day. Orders paid for at a later time will be shipped on the next working day.
The bank transfer* payment option is subject to a confirmation period which can vary between 24 hours and 5 working days, according to the country from which the transfer is made. In regard to this payment method, Prozis has no control whatsoever over the term in which the transfer is executed, for which the customer's bank is responsible. In such cases, the order will be shipped on the day Prozis receives payment confirmation from the bank in question.
* The above-mentioned payment methods are not available for every country. To know what payment methods are available for the client's country, please read the information available, under "Payment Methods".
Should any concerns arise regarding the order (delivery address confirmation, payment verification, out-of-stock products, etc.), we will contact the client by Helpdesk message. We will wait for an answer from the client for three working days. The order will not be shipped until we receive an answer to our message. If no answer is received within the indicated time period, the order will be cancelled and its payment reimbursed to the client.
Once the order is shipped, the client will receive a confirmation email with the respective invoice, a tracking number and a link that allows tracking of the order on the transport service website.
The client may also access this tracking link by logging into his/her Prozis account and clicking on the "Orders" tab shown on the login page. By clicking on an order in the column "Orders History" on the left hand side of the screen, the client will be given all the information about that same order in the column "Order Details" on the right hand side of the screen, including the above-mentioned link.
It is possible that, at the time the shipping confirmation with the tracking number is sent to the client, attempting to track the order online does not yet provide any results. It may take up to 24 hours after receiving the shipping confirmation e-mail for any tracking updates to become available on the transport service website.
Orders are delivered from Monday to Friday, except for national or municipal holidays, at the address provided by the client when placing the order.
The client may receive the order at whatever address he/she prefers (with the exception of PO Boxes). All that needs to be done is to provide us with the address where he/she will be at between 9 a.m. and 7 p.m. The chosen transport service will attempt to deliver the order at the address indicated by the client.
WARNING: The client cannot choose a specific delivery time, because deliveries are conditioned by the routes defined by the transport service on the respective delivery date.
Providing an incorrect or incomplete address may lead to the parcel being returned to PROZIS, leading to extra costs that will be imputable to the client. Hence we recommend the client to always make sure that the delivery address he/she provides when placing the order is complete and accurate. Once the order is processed it is no longer possible to change either the delivery address, or the billing details.
In case the client is not present at the designated address on the delivery date, the procedure will be as follows:
DHL will leave a note, requesting the addressee to call either the agency responsible for the parcel's delivery, or its general number, so that a new delivery can be scheduled on a more suitable date. The addressee has 5 working days to contact the delivery service and schedule a new delivery. If he/she fails to do so within this deadline, the order in question will be returned to Prozis.
Once the customer's order has been shipped we guarantee a delivery deadline of 1 working day, unless the delivery address is in a remote area. In that case the delivery deadline amounts to 2 working days.
Once the customer's order has been shipped, delivery is due in 3 days or more, depending on the destination country.
Once the client's order has been shipped, we guarantee a delivery deadline of 1 working day for the capital city. In deliveries to remote areas or the islands, the delivery deadline amounts to 2 - 3 working days.
WARNING: The delivery deadlines are guidelines and are therefore only be considered valid when there are no physical or structural impediments to delivery (e.g. incorrect delivery addresses or forces beyond our control such as strikes, missed connections and poor weather conditions, among others).
Shipping costs are automatically calculated by our system, depending on the following factors:
- the actual or volumetric weight of the parcel (whichever the highest);
- the transport service price tables, which are updated on a regular basis.
Shipping costs are automatically updated as the client adds items to the shopping cart.