Frequently asked questions

About the Product

1. How can I find a specific product?
Use the search bar at the top of our page or from our search page, and you can also browse through our categories.

Orders

1. How can I place an order?
Add products to the cart, go to the shopping cart, and follow the instructions to complete the payment.
2. How can I track my order?
We will send you an email with the tracking number once your order has been shipped.
3. What should I do if I haven't received my order confirmation?
Check your spam folder or contact us if you do not receive the confirmation within 24 hours.
4. Can I place an order as a guest without creating an account?
Yes, you can place an order without creating an account, but we recommend creating one for easier tracking.

Payments

1. What payment methods do you accept?
We accept credit cards, debit cards, and Apple Pay.
2. Is it safe to pay on your website?
Yes, we use SSL encryption technology to ensure the security of your data.
3. Can I use more than one payment method for an order?
No, only one payment method can be used per order.
4. What should I do if my payment was declined?
Check your card details and try again. If the problem persists, contact your bank or contact us.

Shipping

1. Do you ship nationwide?
Yes, we ship all over Mexico.
2. What shipping options are available?
We offer standard shipping. Specific details will be shown when placing your order.
3. How long does it take for my order to arrive?
Estimated delivery throughout Mexico is 4–7 business days from payment confirmation, including order processing and shipping. Business days are Monday–Friday, excluding official public holidays. Orders are dispatched from our supplier’s distribution centers, depending on availability and destination. We do not ship orders from Sayulita; our address there is administrative only and is not a retail store or a location for deliveries, pickups, or returns.
4. How much does shipping cost?
Shipping costs are calculated by order weight and shown before payment confirmation. Published prices include VAT. See our shipping page for more details.

Returns and Refunds

1. What is your return policy?
You may request a return and revoke your purchase within 7 calendar days after delivery. If the period of 5 business days from delivery or signing the contract, whichever occurs later, is longer, that longer period applies. See our Returns and Refunds Policy. For change-of-mind returns, the customer pays return shipping and insurance. This period does not limit your rights regarding defective products or warranties.
2. How can I return a product?
Contact us for instructions on how to return your product.
3. How long does it take to process a refund?
We process monetary refunds within 7 calendar days after receiving and inspecting the return.
4. What should I do if I received a defective or incorrect product?
Contact us promptly so we can arrange the appropriate replacement, refund, or warranty assistance in accordance with your rights.

Accounts and Security

1. How do I create an account or sign in?
Go to My account, enter your email address, and follow the instructions. You will receive a one-time verification code by email; you do not need to create a password.
2. Do I need to reset a password?
No. Account access uses a verification code sent to your email address. If it does not arrive, check your spam folder and confirm that you entered your email address correctly. If you need help, contact us.
3. How can I update my personal information?
Log in to your account and go to "My profile" to update your information.
4. How can I delete my account?
Contact us to request the deletion of your account.
5. Is the personal information I provide secure?
Yes, we protect your information with encryption technology and strict privacy policies.

Promotions and Discounts

1. How can I use a discount code?
Enter the discount code in the appropriate field during the checkout process.
2. Can I use more than one discount code on a single order?
No, only one discount code can be applied per order.
3. Where can I find information about offers and promotions?
Subscribe to our newsletter to stay updated with our offers.
4. Are discounts automatically applied to the shopping cart?
Some discounts are applied automatically, others require you to enter a discount code.

Others

1. How can I contact customer service?
You can contact us at info@prolink.mx or +52 322 380 3032, Monday–Friday, 9:00 a.m.–6:00 p.m., Central Mexico Time.