Frequently Asked Questions about Customer Service
- Will I get faster service if I order online or by phone?
- How do I know if my order went through?
- I gave the wrong email account - how can I get a copy of my order details?
- My Credit Card was declined - what should I do now?
- How long does it take to process my order?
- How will I know if my order was shipped?
- How can I track my order?
- Can I pay with my debit card?
- Can I pay with a money order?
- How long does it take if I mail in my order by snail mail?
- I made a mistake on my order - what should I do?
- How do I change the address where I need my order shipped to?
- How do I cancel my order?
- How long does it normally take for delivery?
- My order still hasn't been delivered... what should I do?
- Can I get my insurance company to pay for Prolotex Socks?
Order processing will be the same for online, phone, email, and snail mail orders. Orders are packaged on a first come, first serve basis.
When you order online, the online store software will automatically email you your order details as confirmation of a successful transaction. If you order by phone, the customer service department will follow up with an email confirming the the transaction details. Please make sure you provide us with a valid email, so you can receive the confirmations. If you do not supply an email on your mail or fax order, the order will just be processed, shipped, and shipping dates recorded.
If you supplied an invalid email, please contact us with an updated one.
Double-check these things first:
- Have you spelled the name on the card correctly?
- Did you enter the entire number without any spaces or dashes?
- Did you enter the correct expiration date, and that your card hasn't expired?
- Did you enter the correct?
- Does the billing address listed in your account match the billing address that appears on your credit card statement?
- Did you enter the correct two-letter state abbreviation? (for US customers)
Every attempt is made to process orders within 24 - 72 business hours from the time you placed your order. On days of high volume, orders are processed on a first come, first serve basis.
Orders are normally shipped within 24 - 72 business hours. If you chose a shipping service that has tracking, please check your email confirmation from customer services for your tracking number.
If your package has tracking you may track on:
United States Postal Service (USPS.com)
USPS Tracking® 9400 1000 0000 0000 0000 00
Priority Mail® 9205 5000 0000 0000 0000 00
First Class International Mail LZ000000000CN
Canada Post Service
Expedited Post sample: 7250 8250 1234 5678
Track your Package Here
NOTE: Not all shipping services offer tracking.
If your debit card has a Visa or MC logo on it, you can use it as a credit card.
Mail Order Form, print it off, fill out the details, and then snail mail it to us. Please make sure that all your information is listed. Check your email address, as this will be the way we will contact you if there is a problem with the order.
Payment of mail orders must be in the form of a Certified Check, International Money Order or Bank Draft in US Funds. (Personal checks can no longer be accepted). Sorry... no COD's.
It will take approx. 10-14 business days for us to receive your mail order. Once we receive your order, it will be processed and shipped within 24-72 hours.
Once your mail order is shipped, it can take 7-60 biz days for delivery (depending on what shipping service you chose and where it is being shipped to).
If you made a mistake on your order, please notify us, as soon as possible, so we can make the correction before your package gets shipped.
If you need to change the shipping details, please notify us ,as soon as possible, so we can make the adjustment before your package gets shipped.
If you need to cancel your order, please notify us, as soon as possible, so we can stop the shipping department from preparing your package.
- If you notify us before 12:00 P.M. of the same day there will be no cancellation fee.
- If you want to cancel your order after 12:00 P.M. of the same day, there is a 15% cancellation fee.
- If your order was already shipped, you will need to follow the returns instructions once you receive your order.
Delivery of your order will vary depending on what shipping service you chose and where the package is being shipped to. This could be anywhere from 7-60 biz days. We cannot be responsible for delays during the Christmas and holiday seasons when the postal service companies are experiencing high mail volumes.
If your order has not yet been delivered, please check the date of your order and the shipping service you chose. If the times fall past the normal delivery dates, please contact us.
Every medical insurance policy has different criteria and requirements. You will need to contact your medical insurance company directly and ask for details.