When will my order ship?
We ship out orders SAME-DAY when placed by 4pm PST. If you are having trouble viewing tracking information, feel free to contact us!
How long will it take to get my order?
All orders within the U.S. are shipped and delivered within 2-5 business days depending on location within the United Sates.
What shipping carriers do you use?
We use the United State Postal Service (USPS). We currently offer $3 shipping within the United States.
How can I track my order?
When we ship out your package, an automatic email will be sent to the email address that you provided when placing the order. Inside this email, you will find a clickable tracking number that will tell you exactly where your package is.
Please make sure that all your information is accurate before checking out. Due to how quickly we process orders, we cannot guarantee that we will be able to change incorrect addresses. Prokora Active cannot be held responsible for orders that are sent to addresses that are incorrectly entered.
Orders cannot be changed once they are placed due to how quickly we process orders and shipments. If your order has not been sent out and processed, please email us at firstname.lastname@example.org and we would be happy to cancel your order so you can order the correct items. If we are unable to cancel the order before shipment, the customer will be responsible for return shipping of the items.
What is your return policy?
We are sorry our pieces did not work out for you! We are happy to offer returns or exchanges on clothing within 14 days from delivered date of your purchase. To start the return process, please contact use at email@example.com to receive a RMA form. You will then receive an email detailing the next steps for the return authorization. Please make sure all items are unworn, unwashed, and folded neatly in the original packaging with the original tags still attached. Refer to our Return/Exchange Policy for more detailed information.
One of my items arrived damaged, what can I do?
Damaged or defective items must be reported to us within 14 days from the date of delivery. The defective item must be received in our warehouse before we can process a refund or ship out a replacement item. Please email us at firstname.lastname@example.org with your order number and images of the defective item.
I received an incorrect item, how do I get the right one?
Oops! We apologize for any inconvenience this may have caused you. If you received an incorrect item in your order, please email us at email@example.com and we will get you taken care of! Please include your order number along with images of the packing slip, incorrect item, and the barcode of the tag the wrong item came with.
I wanted an exchange but received a refund instead?
We process exchanges as inventory permits. If we do not have the item you requested in stock, we will process a refund for you instead. If you requested a replacement but did not leave any information for the exchange, a refund will be processed.
I bought a sale item, can I return it?
All sale items are final sale. No returns. No exchanges. This does not apply to orders discounted using a code.
Why was my return or exchange denied?
Signs of washing or excessive wear, Item(s) smelling of smoke, perfume, deodorant, etc. Excessive animal/human hair, fuzz, lint, etc. Signs of wear (makeup, stains, smell, etc.). Are all reasons that an item return or exchange will be denied.
Why wasn’t my shipping fee refunded?
Shipping fees are nonrefundable.
I haven’t received my package/was stolen/ lost in the mail.
Prokora Active cannot be held responsible for unfortunate events such as misplaced, lost or stolen packages, during the time of transit. Under all circumstances, the mail carrier is responsible for all mail pieces that undergo delivery services. We will do our best to assist our customers regarding their missing packages. Please submit a claim through the carrier which your package was delivered with. All claims will be thoroughly reviewed on a case by case basis. Please keep in mind that claims may take up to 3 weeks to process. Once USPS/UPS responds to your claim, we will be able to take further action to resolve this mishap. Until then, your kind patience is much appreciated as we work alongside your side to resolve the issue at hand. Filing a claim does not guarantee USPS/UPS will partially or fully compensate/reimburse you for your lost/stolen package, but we will do our best to assist you through the process!
My item was sent back as RTS(return to sender), what do I do?
Orders that are shipped back to us after failed delivery attempts are classified as "Return to Sender". Return to Sender can happen for a variety of reasons. However, the mail delivery service is the one who classifies what they deem as undeliverable. As a courtesy, we do ask for any orders placed to ensure all information is accurate before checking out. In cases such as this, orders that are "Returned to Sender" can either be processed a refund for the items purchased (not including shipping and once item has been delivered back to us) or the customer can be reshipped the item once it has been delivered back to us. We do ask that you allow for ten business days for us to process any RTS packages. Prokora Active cannot be held reliable for orders that have incomplete, missing or incorrect addresses.