August 13, 2017

FAQs

What payments methods do you accept?
We accept Paypal, Visa, Master Card, checks, money orders, bank transfers or direct deposits
to our bank account.
For checks, money orders and bank account deposits, if payment is not received after 1 week
of the purchase, we will cancel the sale.
When will you ship my order?
For most stands, processing time is 3-5 business days plus shipping time.
Some items have a longer processing time, however; this information will be displayed in the article description.
Once shipped you will receive an email with the tracking number from USPS.

When will arrive my item?
Long story short: depends on the shipping method you choose.
Once shipped some options take 2-3 business days (Priority Mail) and others over a week (for USA
and Mexico customers). USPS does not guarantee their delivery dates but they are most of the time accurate.
International orders can take up to 30 business days to arrive, but usually is less –around 15 days- this changes according to your location.
We do recommend making your order with time.

I am in a hurry, do you offer express shipping?
We do have a Priority Mail option that offers a faster shipping; however, PRIORITY MAIL DOES
NOT MEAN PRIORITY PROCESSING that means that the processing time does not change.
If you need your item in a hurry, please contact us before placing your order at
promacraft@gmail.com to see if we can accommodate your request.

What are your return policies?
If for any reason you don’t like your item you can return it to 10 days after arrival.
The item must be new (unused, no damages, etc).
We do not accept returns or exchanges on custom, altered or special orders.
Shipping both ways its buyer responsibility, I will only refund the cost of the item.
If your item arrives damaged please notify me within 3 days after the delivery date, provide clear pictures of the damage, the internal packaging, the external packaging and the label to be able to proceed with the refund or exchange. Keep everything the way it arrived. Failing to any of mentioned above will most likely delay the refund or even be denied by the insurance
company.
If for some reason we arrange a return and I send you a return label please use within the next 5 natural days, if you decide to use it after we will deduct the price of the label of your return.
I changed my mind, can I cancel the order?
If you order is paid you have a 24 hours limit to cancel your order to be entitled to a full refund
(after that we will return an 85% of the payment + shipping). Unless you order has been shipped,
in that case, you can return the package and we will refund the item cost once it gets back to us.
If your order is not paid just notify us through email to promacraft@gmail.com
Do you make custom orders?
Of course!
Contact us at promacraft@gmail.com to see time availability and cost.
I happily can make an estimate for you; however, every estimate is only valid for one month.
After that, I may not be able to maintain the price, so please ask for a new estimate of more than 30 days has passed.
Please consider that we will keep 20% non-refundable fee, for the time and effort if you decide to cancel the order. And that once made we do not accept returns or exchanges on custom,
altered or special orders.
My package has not arrived, what should I do?
Sorry to hear that! Unfortunately, once the package is in USPS hands we do not have control
over it. We suggest you to track at usps.com and contact them if you see unusual or no movement.
My package arrived damaged, what is next?
Unfortunately, sometimes that happens, packages are treated a little too hard and can arrive
damaged.
In the case of a damaged or lost product, we can arrange a refund or send you a new product, only
if you bought insurance. I cannot take responsibility for damaged or missing items once shipped
unless they have insurance.
If your item arrived damaged please:
1. Notify me within 3 days after the USPS delivery date to promacraft@gmail.com
2. Provide clear pictures of the damage, the internal packaging, the external packaging
and the label to be able to proceed
3. Keep everything the way it arrived
4. Wait for our answer, depending on the damage we can offer you different options. As a
full refund, partial refund, exchange or return. If for some reason we arrange a return
and I send you a return label please use within the next 5 natural days, if you decide to
use it after we will deduct the price of the label of your return.

Do you offer discounts?
Sometimes we have special sales or offer coupon codes (% off, free shipping, $ off, BOGO, etc). So
keep an eye for those!
Coupon codes are not valid with custom or special orders.
Also, they are not redeemable in case the article is already with some kind of promotion or
discount.
In case a coupon is used for any of the circumstances named above, the merchandise will not
be sent until full payment has been made.

Do you ship to my country?
At the moment we ship to Mexico, United States, Germany, Australia, UK, and France. We are
expanding so we may ship to your country shortly!
Do I have to pay for custom fees?
Depending on your country a payment for a customs fee or duty fee may be necessary to
deliver your product. Please consider the price we charge for shipping is for shipping only and
NOT for these fees. Those fees vary in each country, to be sure if you have to make a
payment and how much will contact your local authorities.
The United States and Mexico customers do not pay customs fees.