FAQ

Ordering

Can I order over the phone? 
We currently do not accept orders over the phone. If you need assistance completing your order please email info@proudex.com.au or contact Proudex Australia at +61 2 8399 1000 (within Australia) for health or product advice.  
 
What forms of payment do you accept? 
We currently accept Visa, MasterCard and PayPal. 
 
Can I add items or make changes to an order? 
As orders begin processing as soon as they are submitted it is not possible to make any changes or additions to the order. 
 
Do you accept back orders for out of stock products? 
No, we currently do not have a back order system in place. If an item is out of stock, it will be displayed as unavailable on the website. If you have any questions about out of stock products, please email info@proudex.com.au.  
 
What are the expiry dates on the products sold? 
The products sold on Proudex.com.au have expiry dates of between 6 months to 3 years to give you a suitable amount of time to use them. Please bear this in mind if you intend to order in bulk.

Are there restrictions on how many units I can purchase? 
There are no quantity restrictions on Proudex Australia products.

Shipping

How are orders shipped? 
All orders, both within Australia and international deliveries, will be delivered by Australia Post. Orders will be shipped within 48 hours (Monday-Friday). Once your order has shipped, you will receive an email from Proudex Australia with a tracking number. You can use this number to track your order on the Australia Post Website.
 
I haven’t received my order within the specified timeframe, what do I do? 
If your order does not arrive within the specified time please contact Proudex Australia on +61 2 8399 1000 (Australia only) or via email: info@proudex.com.au, quoting your order number.
 
How can I track my order? 
You will receive an email when your order is received and processing has started. You will receive another email from us when Australia Post have picked up your order. This email will contain a link where you can track your parcel online. Once your order is in the hands of Australia post, they are best placed to assist you with any tracking related queries.

What are your domestic shipping options and costs?
For all Australian purchases, a flat rate delivery fee of AU$10 applies for standard shipping.  
Standard Shipping: Most orders are delivered within 1-8 working days from the date we ship your order (depending on where you live in Australia). 
Express Shipping: We do not express ship. 
 
I know I’m not going to be home to sign for my order, what can I do? 
Within Australia, we can ship to post office boxes. If you are not at home to receive your parcel, a card will be left so you can pick it up from your closest post office.
 
What countries do you ship to? 
We ship to all countries except: Afghanistan, Angola, Belarus, Botswana, Burkina Faso, Burundi, Cameroon, Central African Republic, Chad, Congo, Republic of the Cote d'Ivoire, Cuba, Egypt, Gabon, The Gambia, Ghana, Iran, Iraq, Kenya, North Korea, Lesotho, Liberia, Libya, Malawi, Mali, Mauritania, Myanmar, Niger, Nigeria, Occupied Palestinian Territory, Rwanda, Sierra Leone, Somalia, Sudan, Swaziland, Syria, Togo, Uganda, Zaire (Democratic Republic of Congo), Zambia, Zimbabwe.  

What are your international shipping options and costs? 
$20 Flat rate. 
International delivery times vary according to each country and its postal service. As a guide, most parcels will arrive to your country within 3-10 business days. Actual delivery time frames depend on the speed of your local delivery network. You can track your order online via the link emailed to you by Australia Post.

What is your international shipping policy regarding customs and tax?  
Proudex Australia offers its Australian range of products for shipment to most countries around the world. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Proudex Australia, the recipient is the importer of record and must comply with all laws and regulations of the destination country.  

Orders that are shipped to countries outside of Australia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; Proudex Australia, has no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country and region to region; you should contact your local customs office for further information.

When customs clearance procedures are required, it can cause delays beyond our original shipment delivery estimates. Where an order is returned to Proudex Australia by customs in a sellable condition, we will refund the amount less the freight costs incurred by us to send the order in the first place. 
 
Please visit Australia Post International and select your country to see a limited list of prohibited products. This guide can help you determine whether you need to seek more information from your local authorities.

Cancelling & Returns

Can I cancel my order? 
If you would like to cancel your order, please contact Proudex Australia Customer Service on +61 2 8399 1000 (within Australia) or email info@proudex.com.au as soon as possible and we can try to cancel the order. Please note that your order is processed as quickly as possible to ensure prompt delivery. Once the order has begun processing, we are unable to cancel the order. 
 
What is your return policy? 
If for any reason you are not satisfied with your purchase or you feel the quality of the product is less than you expected, please contact Proudex Australia Customer Service on +61 2 8399 1000 (Australia only) or email info@proudex.com.au (outside Australia).  
 
Proudex Australia stands by the quality of our products and we are happy to offer a refund or replacement if appropriate. Some exceptions apply. Please note that misuse, unauthorised use or product tampering may prevent it being accepted for return or may void this policy.