PROMA CUSTOMER SUPPORT

Shipping & Returns

One centralized reference for PROMA's shipping methods, timelines, and return policies across all products.

Shipping Overview
PROMA provides global B2B shipping solutions for screen protectors, functional films, and related products. All shipments are arranged based on product type, order quantity, destination country, and customer requirements. Shipping methods, costs, and delivery timelines may vary depending on the specific order details.
Available Shipping Methods

We offer flexible international shipping options, including:

  • Express Courier (DHL, FedEx, UPS, etc.) -- for samples and urgent small orders.
  • Air Freight -- for medium-volume orders with faster delivery needs.
  • Sea Freight -- for bulk orders and cost-sensitive shipments.

Shipping method selection will be confirmed during order processing.

Processing & Delivery Time

Order Processing Time:

Sample Orders:

  • Standard samples are usually shipped within 1-3 working days.
  • Customized samples are typically shipped within 3-10 working days, depending on the customization level and project requirements.

Production Orders:

  • Non-customized orders are generally completed within 7-30 working days, depending on the product type and order quantity.
  • Orders with customization requirements (OEM / ODM / special specifications) require confirmation of production lead time during order discussion.

Estimated Transit Time:

  • Express Courier: 3-7 working days.
  • Air Freight: 7-15 working days.
  • Sea Freight: 25-45 days.

Actual delivery timelines may vary due to customs clearance, destination regulations, or force majeure factors.

Shipping Costs

Shipping costs are calculated based on shipment weight/volume, destination, shipping method, and product category.

Shipping fees are not included in product prices unless explicitly stated.

A detailed shipping quote will be provided before order confirmation.

Customs, Duties & Taxes
  • Import duties, taxes, and customs clearance fees are the responsibility of the buyer, unless otherwise agreed in writing.
  • PROMA can assist with export documentation upon request.
  • Customers are responsible for complying with local import regulations.
Return Policy Overview
As a B2B manufacturer and supplier, PROMA handles returns on a case-by-case basis. Returns are accepted only if the issue is confirmed to be caused by manufacturing defects or shipping damage.
Return Conditions

Eligible for return:

  • Manufacturing defects
  • Incorrect items shipped
  • Shipping damage (with valid evidence)

Not eligible for return:

  • Custom-made or OEM/ODM products
  • Damage caused by improper handling or storage
  • Normal wear and tear
  • Issues reported after the agreed inspection period
Return Process
  1. 1.Contact your PROMA sales representative within 30 days of receiving the goods.
  2. 2.Provide photos/videos showing the issue.
  3. 3.PROMA reviews and confirms eligibility.
  4. 4.A solution will be proposed: replacement / refund / credit.

Returns without prior authorization will not be accepted.

Refunds & Replacements
  • Refunds or replacements will be arranged after issue confirmation.
  • Refund methods depend on the original payment method.
  • Replacement production and shipping timelines will be communicated individually.
Contact & Support
For shipping or return questions, please contact your PROMA sales representative or visit our Contact page.

Need clarification on a specific order?