Frequently Asked Questions

Orders are usually processed within 2–3 business days after payment confirmation. Processing may take longer during holidays, stock shortages, or when shipping information is incomplete.

Estimated delivery times begin after order processing:

• United States: Standard 7–15 business days; Express 3–7 business days.
• United Kingdom: Standard 7–15 business days; Express 3–7 business days.
• European Union: Standard 7–18 business days; Express 3–7 business days.

These are estimates, not guarantees. Customs, holidays, weather, and carrier delays may affect delivery. Availability depends on the product and destination.

When products can be packed together and shipped from the same warehouse, shipping is generally calculated using the combined parcel weight and selected shipping method. Products shipped from different warehouses or in separate packages may incur separate shipping charges.

Customs duties, VAT, and import taxes are generally not included unless an eligible Delivered Duty Paid (DDP) shipping option is available and selected. Additional charges may be payable by the recipient under the rules applicable to the destination.

Please report the issue as soon as possible. Include your order number, a description of the problem, and clear photos or videos when applicable. Depending on the circumstances and supplier approval, a refund, replacement, or reshipment may be available.

Contact us with your order number and tracking details so the shipment can be reviewed. A carrier investigation may be necessary. If a parcel is confirmed lost, a refund or reshipment may be available, depending on the circumstances and applicable policy.

Please contact us promptly. EPROLO recommends reporting damaged, missing, or incorrect items within 10 days after delivery and providing supporting evidence. This supplier reporting period does not limit any mandatory rights you may have under applicable consumer protection law.

Most shipments include a tracking number, which is generally generated after the parcel has been packed and handed to the carrier. Tracking availability depends on the shipping method.

Some economy shipping methods have limited tracking or delayed updates while parcels move between carrier networks. You can check your tracking details using our Track Your Order page. If you still need help, contact us.