What delivery options are available?
Delivery is provided via FedEx to all US States (excluding AK & HI) with the following options available:Half Price Express Saver Shipping Available on all Orders from just $4.99 (usually $9.99!)
- FedEx Express Saver (3-5 Business Days)
- FedEx 2 Day (within 2 Business Days)
- FedEx Overnight (Next Business Day) - on orders placed before 2pm (Eastern)
Note - FedEx Collections are Monday to Friday so orders placed after 2pm on a Friday will not be collected until Monday afternoon so this will impact on when your order will be delivered.
Delivery options available within Checkout will depend on the Delivery Address, the item(s) ordered and the Total Weight of your Order.
How can I track my order?
When your order is dispatched we will send you a dispatch email to confirm that it's on its way to you. This email will include a link for you to track your parcel - click the link to be directed to the courier's website. Your tracking number can be entered on the FedEx website to check the delivery status.
Please allow up until the following day after dispatch for the tracking information to display on the FedEx website. Please note FedEx only collect from our warehouse Monday through Friday, deliveries are also only made Monday through Friday.
If your parcel has not arrived within the estimated delivery time then please contact our Customer Service team at firstname.lastname@example.org.
Has my order been dispatched yet?
As soon as your order is dispatched from our warehouse you will be sent an email to confirm that it’s on the way. Please log into your Pro:Direct account and go to My Orders where you will be able to track the progress of your order by clicking on the Tracking reference number.
Please note that FedEx collections from our warehouse are Monday-Friday, so orders placed over the weekend won't be dispatched until Monday.
Are there any Delivery Restrictions?
We offer delivery to all US Mainland States at the moment, but we do not offer delivery to Hawaii, Alaska, Canada or Colorado.
Why are you not able to send certain products to me?
Please be aware that not all of our products can be shipped to all destinations. If you have ordered an item that we cannot deliver to you, you will see a message during checkout that the item will need to be removed from your basket or you will need to change the delivery destination.
There are three main reasons for the delivery restriction:
1 - Brand restrictions on where Pro:Direct is allowed to ship to, e.g. Asics products, Mizuno products.
2 - Destination regulations based on materials used in the product, e.g. wood products, aerosol/inflated products, kangaroo leather.
3 - Destination regulations on certain types of product, e.g. nutrition products.
What happens if I'm out when my order arrives?
If you are not at your address when FedEx attempt to make a delivery the driver may leave the parcel with a neighbor or in a safe place. Otherwise, the parcel will be returned to a near Fedex depot for you to collect. If the parcel is not collected within 5 days it will be returned to our warehouse.
The tracking details shown on the FedEx website should clearly state where the parcel has been delivered/left or been held.
If you require further assistance regarding delivery please email email@example.com.
My order hasn't arrived - what do I do?
We are sorry if your order is taking longer than expected to arrive.
Your estimated delivery date will have been displayed during the checkout when you placed your order – please allow until this date for your order to arrive.
Please first enter your tracking number on the FedEx website to check the delivery status. Any information regarding delays or disruptions to your order should be posted here. If you require further assistance please email firstname.lastname@example.org.
Can I refuse my order?
If you refuse your delivery because something appears to be missing, there is something wrong with your order, or the parcel is already opened, then the courier will return the items to us so we can then process the return. Please be aware that refused parcels can often take a long time to reach us and this will potentially delay your refund.
If you want to refuse, or have refused delivery then you may be liable for any costs we incur from our courier to return the parcel to us. As such we recommend accepting the parcel and returning it to us on a tracked service.
Do you deliver to PO Box addresses?
No, FedEx cannot deliver to PO Box addresses. If you have a billing address which includes a PO Box number, please email email@example.com for guidance on how to place your order.
The best way to contact our Customer Service Team is via our direct email address - firstname.lastname@example.org
Customer Service team are operating 5 days a week (excluding UK Public Holidays).
Answers to the most commonly asked questions can be found within our Help & FAQ's section.