Frequently Asked Questions

If you do not find your answer here or in our more extensive Knowledgebase, you can always contact us or call us at 888-742-3404.

Q:    How long does it take to receive my order?

A:    Orders typically take 5 to 7 business days once the order is placed.  Larger products that ship freight may take a little longer. For those who provide an email address, tracking numbers will be provided to give a better time estimate for delivery.  -top-

Q:    Do products come in multiple packages?

A:    Promolife ships from multiple facilities.  When ordering multiple products there is a good chance they may arrive in separate packages.  -top-

Q:    Can you give advice/recommendations about products you sell?

A:    Promolife does not make any claims about products we sell. Promolife can give recommendations based on what other people have done, but we cannot directly tell you what to do.  Please consult a professional in the field for more information.  -top-

Q:    Does Promolife have a physical store?

A:    Promolife does not have a physical store. Most of the products we sell are hard to find items and the best way to make each product available is through an online store.  If you have questions about products we will provide the information we have.  If there is additional information we will try our best to find it for you.  -top-

Q:    If I can’t find the product I’m looking for on the website can you get it?

A:    We have access to a wide array of products and most of the time we can find what you are looking for.  It doesn’t hurt to ask.   Call us at 888-742-3404.  -top-

Q:    What kind of guaranty/warranty does Promolife offer?

A:    Promolife offers a 30 day money back guarantee on most of the products we sell.  All products are warranted by the manufacturer.   Some products include longer warranties; see the product description or ask us if there is a question.  -top-

Q:    Where can I find your return policy?

A:    Our return policy can be found at the bottom of our website labeled return policy or by clicking this link.   -top-

Q:    Why do I have to call or email you before returning a product?

A:    We carry many products and some products do not have a standard 30 day return policy.  Calling in advance will help ensure you are able to return your product. Products being returned must be issued an RMA # - this will help ensure your products goes through the right channels and your money is returned.    -top-

Q:    Why are some products returnable and others not?

A:    We carry many products from many suppliers who have their own restock/refund policy that Promolife must comply with. Some products which are considered medical products are by law not returnable. Please see a complete list of returnable/nonreturnable products by visiting our return policy.  -top-

Q:    I do not understand how to use my product, what should I do?

A:    Please call Promolife, we have extensive product knowledge and we will help you understand how to use your product.  -top-

Q:    How is my email address used?

A:    Promolife sends out a newsletter and promotional offers one to four times a month. You will only receive emails is you have requested them.  -top-

Q:    When will I receive my catalog?

A:    Catalogs are shipped out once a month. It may take up to four weeks before you receive a catalog.  -top-

Q:    Will my personal information be sold to mailing lists?

A:    Promolife does not sell any information such as email addresses or mailing addresses to anyone.  You will only receive promotional material like catalogs through Promolife.  You can also choose to receive our email newsletters.  -top-

Q:     How long does it take to receive a refund when a product is returned?

A:    Once your product arrives in our warehouse it takes three to five days to process your return and to issue a refund. If the refund is put back on your credit card it may take anywhere from two days to two weeks to show up on your credit card statement. We have no control over this. If you used PayPal or Google it should show up within three days.  -top-

Q:    How long has Promolife been in business?

A:    Promolife has proudly been in business since 1999.  -top-

Q:    How long will it take to receive a response from a live person?

A:    As long as it is Monday through Friday and not a holiday your response will be answered very quickly.   Our regular hours are Monday through Friday, 9am to 5pm Central Time.  You can leave a message or email us 24 hours a day and we will respond when business opens.  -top-

Q:      Can I order offline?

A:      Absolutely.  You may order by phone (888-742-3404), fax (479-444-6422) or by e-mail (info@promolife.com). Please do not include credit card numbers in an email.  Give us your billing and shipping addresses, phone number and the products you want and we will call you for the credit card information.  Sending credit cards through e-mail is not safe.  -top-

Q:      How do I use a coupon code?

A:      When you add an item to the cart, on any page during the checkout process you will find a box for the coupon code below your cart contents, above the payment option buttons.  Type your code in the box and press the Apply Changes button.  If there is an issue with a valid coupon code, call us at 888-742-3404 and we will either give you a new code, fix the old one or take your order over the phone.  See our Coupon Policy.  -top-

Q:      Is your site secure?  How is my credit card information handled?

A:      Yes.  We use secure server certificates from Trustwave, a leading certificate authority.  This means your information is safe as it is processed through our cart.  In addition, our payment processors (Authorize.net, PayPal and Google Checkout) all use their own secure servers for their part of the transaction.  Your credit card is never saved on our server or in our database.  We have also passed our PCI compliance tests from Trustwave.  Credit card details taken during a phone or fax order are immediately shredded and destroyed after the order has been processed.  You can feel secure using Promolife.  -top-

Q:      I'm having an issue with the shopping cart, what do I do?

A:      We have tested our cart on a wide variety of platforms and browsers but different computers can have software that may create a problem.    If  a problem should arise, feel free to call us at 888-742-3404 or email webmaster@promolife.com.  Please let us know where the error occurred, if you received any particular error messages, and what browser and operating system you are using.  You can also order over the phone if you like.  We will look into the problem and if it can be replicated we will fix it.  By letting us know about an issue we can replicate, we will give you $5 off your order.  -top-

Q:      Do you recommend any web browsers?

A:      We've built Promolife to work on a large number of browsers but personally we use Firefox.  It's safer than Internet Explorer in general and is more useful overall.  -top-

Q:      I didn't get an order confirmation email, what do I do?

A:      Make sure you are able to accept email from promolife.com, specifically info@promolife.com and orders@promolife.com.  Some spam tools require you to enter the addresses you want to receive emails from.  If you've already ordered and didn't get a confirmation, let us know and we will send you an order update that day during business hours.  -top-

Q:      I have an account but can't get in, what do I do?

A:      If you're getting login errors and have already tried the password reminder feature and still can't log in, let us know.  We will rebuild your account and tell you how to log in; it only takes a few seconds to make that happen. Note:  If you contact us by email, you must use the email address you used when you signed up.  We will also request this information and some additional information if you call in order to verify you are the account holder.  -top-

Q: What should I know about international voltage?

A: Please note that most of our products are in 110 volt unless stated otherwise. You are responsible for obtaining a Voltage Transformer and/or plug adapter if your country does not use 110 volt. Promolife is not responsible for damages to equipment used with the wrong voltage.  -top-