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.
You may not get any tracking information on the courier's website until the following working day after dispatch.
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. All parcels sent with our couriers can be easily tracked on the courier's website. Your tracking link will be able to provide the latest updates on our order. You can access this link in 'My Orders' once you have signed in to your online account. If there has been a delay, there should be a clear indication where the parcel is and potentially the cause of the delay.
Why is my delivery charge higher than estimated? (EU Customer)
The estimated delivery charges shown on the Delivery information page are based on your order being shipped from our EU warehouse. If your order is shipped from the UK, shipping charges are higher as shipping surcharges are being applied by a number of carriers.
Why are you not able to send certain products to me?
There are three main reasons for the delivery restriction:
1 - Brand restrictions on where Pro:Direct is allowed to ship to, e.g. Nike, Jordan, Asics products, Mizuno products and Wilson rackets.
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.
The best way to contact our Customer Service Team is via our direct email address - firstname.lastname@example.org
Customer Service team are operating 7 days a week (excluding UK Public Holidays).
Pro:Direct Live Chat is available Monday - Friday
You may also write to us at PDS Group, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ
Answers to the most commonly asked questions can be found within our Help & FAQ's section.