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Our warranty guarantees that all items will be free from material and engineering defects and work as advertised.
A defect is defined as an imperfection or flaw produced during manufacturing, including surface defects functionality.
Exclusions:
To make a claim, or if your shipment arrived damaged or defective, please contact us at support@proyoo.com for a quick solution.
In no event shall PROYOO or its authorized suppliers be liable to you or any third party for any indirect, incidental, consequential, special or exemplary damages arising out of the use of the Product, including, without limitation, property damage, loss of value of the Product or any third party products that are used in or with the Product, or loss of use of the Product or any third party products that are used in or with the Product, even if PROYOO has been advised of the possibility of such damages. PROYOO has no liability for any damage or destruction to consumer or other personal property that are in the Products, including, Notwithstanding any damages that you might incur for any reason whatsoever (including, without limitation, all damages referenced herein and all direct or general damages, the entire liability of PROYOO and any of its authorized suppliers shall be limited to the amount actually paid by you for the Product.
Sometimes, we know that our products don’t quite meet your expectations, and we sincerely apologize for this. If you experience this, please contact support@proyoo.com as soon as possible and provide us with complete product and package pictures within seven days of purchase. We will then arrange after-sales service as quickly as possible.
All items may be returned or exchanged within seven days from when it was delivered. PROYOO owns a Return Merchandise Authorization, so you will only pay for return shipping and insurance fees.
Please note that to be eligible for returns, the item(s) must be in their original condition when received, including all product documentation, and shipped within three days.
To exchange a product quickly, we recommend applying for a refund and placing a new order. Please allow approximately one week for your refund to be processed after we receive your return.
If a package or item delivered to you arrives damaged, please refuse the shipment or contact us (support@proyoo.com) immediately. Please retain all packing materials unless instructed otherwise by PROYOO. Claims for damaged or missing items must be reported immediately or within three days of receipt of your shipment. PROYOO will not be responsible for lost or damaged returned shipments.
Important Notice: engraved items or customized items are not refundable.
To claim a return or exchange, please first email us (support@proyoo.com) to file a claim. Please include your order number, name, address, and phone number (including area code) with the name of the item and a description of the problem.
We will evaluate the claim at our discretion within 3-5 business days after receiving your email. If the application meets our manufacturing defects, we will begin to process the claim. You may be requested to get the claimed product or part(s) at the warranty location. Once the product or parts are received with the repair order number, we will refund your processing and repair fees or replace your product at our discretion.
PayPal orders will be credited back to your PayPal account. Please allow up to 1 week for your account to be credited.
Credit card purchases will be refunded to the credit card or account used on the original purchase. Please allow up to 1 week from the date that PROYOO has received your return for your account to be credited.
You may wish to contact your credit card company on posting guidelines as they can vary.
For bank wire purchases under US$1000, please allow 3-4 weeks. Bank wire refunds are posted to the account from which they originated.
Shipping charges, including special handling and any other related costs, are non-refundable.
Please do not use a collect on delivery service.
If you receive any portion of your order damaged, please contact us before returning the items. PROYOO will not reimburse you for any unauthorized shipping expenses incurred.
Please retain all shipping materials for the courier pick up and inspection.
If we request that you return the merchandise to us, we may reimburse you for full or partial return shipping expenses at our discretion.
We will not reimburse you for overnight, express, or other specialized services.
If you would like to change or cancel an order, please contact us as soon as possible. We will attempt to accommodate order changes to the extent possible before shipping confirmation. Some changes may result in a shipping delay.
We cannot accommodate changes or cancellations on special order requests and orders that have already shipped.
If your order has already shipped, please contact us to set up a merchandise return once you have received it.
Free gifts are not for resale and will not be replaced if lost or stolen.
Free gifts are provided on an "as is" basis (with its present look or condition) without further warranty. These include but are not limited to, lost, misplaced, destroyed, or stolen free gifts once they are claimed. These gifts are not redeemable for cash and cannot be transferred or exchanged.
All orders of $30 and over (including sale and closeout items) qualify for free express shipping, except for the out-of-delivery-area (ODA).
All orders use premium express delivery service based on recommendations from our freight forwarder.
We dispatch within 24 working hours (pre-sale items excluded) unless in the case of a force majeure. Normally, the item will ship from a warehouse (US/CA/AU/EU/UK/HK) near to your location, but it will ship from another warehouse to avoid delays in the case of out-of-stock conditions.
Shipping time varies according to different countries and regions.
Generally speaking, it would take 2 - 10 days.
**When order amounts over $30, free shipping, except for certain areas.
Please refer to the table below for reference or check the country info when placing your order or contact support@proyoo.com to get latest info.
|
Shipping to |
Shipping Time |
Extra Postage for Amounts below $30 |
|
Continental America |
Expedite Shipping 3-7 Days |
$15.00 USDRequire an additional $10 shipping fee when the amount is over $30. |
|
Puerto Rico, Hawaii, Guam |
Expedite Shipping 5-20 Days |
$10.00~$25.00 USDRequire an additional $10 shipping fee when the amount is over $30. |
|
Taiwan, China |
Fedex 3-7 Days |
$15.00 USD |
|
Canada |
Expedite Shipping 3-15 Days |
$10.00~$25.00 USD |
|
Standard Shipping 10-25 Days |
$15.00 USD |
|
|
Bangladesh, Laos, Malaysia, Nepal, Philippines, Singapore, South Korea, Thailand, United Arab Emirates, Vietnam, Yemen |
Expedite Shipping 7-15 Days |
$15.00 USD |
|
Balkans, Montenegro |
Standard Shipping 10-25 Days |
$10.00~$25.00 USD |
|
EU(Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Jersey, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Spain, Slovakia, Slovenia, Sweden) |
Standard Shipping 10-25 Days |
$15.00 USD |
|
Chile |
Expedite Shipping 7-15 Days |
$30.00 USD |
|
Europe Standard East |
Standard Shipping 40-50 Days |
$10.00~$25.00 USD |
|
Norway |
Standard Shipping 10-25 Days |
$10.00~$25.00 USD |
|
Caribbean & South America(Bolivia, Caribbean Netherlands, Falkland Islands, Guyana, Paraguay, Suriname, Uruguay, Venezuela) |
Out-of-delivery area Shipping 3-10 days |
$10.00~$25.00 USD |
|
UK & Ireland |
Expedite Shipping 5-7 Days |
$15.00 USD |
|
Standard Shipping 10-20 Days |
$15.00 USD |
|
|
Hong Kong |
Shunfeng Express |
$15.00 USD |
|
Japan |
佐川急便 4-15営業日、日本語でご住所をお書きましょう |
$15.00 USD |
|
Israel |
Expedite Shipping 5-15 Days |
$10.00~$25.00 USD |
Out-of-delivery area shipping 5-20 Days
|
Shipping to |
Shipping Time |
Extra Postage for Amounts below $30 |
|
Mexico |
FedEx 7-15 Days |
$15.00 USD |
|
Bahrain, Kuwait, Oman, Qatar |
Expedite Shipping 7-15 Days |
$10.00~$25.00 USD |
|
Cyprus, Monaco |
Standard Shipping 10-25 Days |
$10.00~$25.00 USD |
Out-of-delivery area shipping 15-30 Days
|
Shipping to |
Shipping Time |
Extra Postage for Amounts below $30 |
|
Myanmar |
Out-of-Delivery-Area Shipping 20-35 days |
$15.00 USD |
|
Tunisia |
Standard Shipping 10-25 Days |
$15.00 USD |
|
Australia, New Zealand |
Expedite Shipping 5-15 Days |
$15.00 USD |
|
South Africa |
Expedite Shipping 7-15 Days |
$10.00~$25.00 USD |
|
Cambodia |
Out-of-Delivery-Area Shipping 5-10 days |
$10.00~$25.00 USD |
|
Iceland, Indonesia |
Out-of-Delivery-Area Shipping 5-15days |
$10.00~$25.00 USD |
|
Georgia |
Out-of-Delivery-Area Shipping 7-15 days |
$10.00~$25.00 USD |
|
Peru |
Out-of-Delivery-Area Shipping 10-20 Days |
$10.00~$25.00 USD |
|
Colombia, Ecuador, French Guiana |
Out-of-delivery area shipping 5-20 Days |
$10.00~$25.00 USD |
|
Russia |
Standard Shipping 20-40 Days |
$15.00 USD |
|
Belarus |
Standard Shipping 20-40 Days |
$15.00 USD |
|
Saudi Arabia |
FedEx 3-7 Days |
$10.00~$25.00 USD |
|
Switzerland |
Standard Shipping 5-20 Days |
$10.00~$25.00 USD |
|
India |
Standard Shipping 15-30 Days |
$10.00~$25.00 USD |
Regarding products, the PROYOO MagEZ slider would cost more shipping time due to some policies for some countries and regions.
Please kindly check the table below.
|
Shipping to |
Shipping Time |
Extra Postage for Amounts below $30 |
|
Australia, Austria, Belgium, Bulgaria, Canada, China, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong SAR, Hungary, Ireland, Israel, Italy, Japan, Latvia, Luxembourg, Macao SAR, Netherlands, Norway, Oman, Poland, Portugal, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Thailand, United Kingdom, United States, Yemen, New Zealand, Russia |
Standard Shipping 5-20 Days |
$10.00~$25.00 USD |
Once a package has been declared "delivered" by the local courier, UPS/FedEx/DHL or similar, we have no further liability. Stolen or missing orders "after delivery" are the responsibility of the purchaser and will not be refunded/reshipped. We will make every effort to assist and give advice/support, verify delivery etc. If the shipping issue is the fault of the carrier, such a "declared lost" shipment or “returned to sender”, for example, we will help and send a replacement order.
The customer is responsible for any customs fees, import duties, or taxes imposed by your country’s customs department.
Shipping carrier delays, weather delays, or international customs inspection delays are beyond our control.
If you do not receive your item on time, please contact us for further assistance.
There are restrictions on the shipment of lighters to certain countries. Although shipped without fluid, Lighters are considered hazardous materials and are subject to specific import regulations and transport restrictions. We are constantly working towards expanding our shipping capabilities to include more countries in the future. Please note that at the moment, we are able to ship lighters to the following countries:
|
Available countries and regions |
Delivery time |
|
AT |
10-17 business days |
|
AU |
7-15 business days |
|
BE |
10-17 business days |
|
CA |
10-17 business days |
|
CZ |
12-17 business days |
|
DE |
10-15 business days |
|
DK |
10-17 business days |
|
EE |
10-17 business days |
|
ES |
10-15 business days |
|
FI |
10-17 business days |
|
FR |
10-15 business days |
|
GR |
10-17 business days |
|
HR |
10-17 business days |
|
HU |
10-15 business days |
|
IE |
10-17 business days |
|
IT |
10-15 business days |
|
JP |
15-20 business days |
|
KR |
15-20 business days |
|
LT |
10-17 business days |
|
LU |
12-17 business days |
|
LV |
10-17 business days |
|
NL |
10-17 business days |
|
PL |
10-15 business days |
|
PT |
10-15 business days |
|
RO |
10-17 business days |
|
RU |
20-30 business days |
|
SE |
10-17 business days |
|
SI |
10-17 business days |
|
SK |
10-17 business days |
|
TH |
10-20 business days |
|
UK |
7-15 business days |
|
US |
7-15 business days |
Additional shipping charges may occur for ODA delivery or delivery to remote areas that are difficult to reach, e.g. islands, ski resorts, military operation areas etc. Transit time for shipments to these regions may be longer.
The carrier defines ODA delivery as delivery to a remote area only before shipping. They may contact you with additional charges.
Business addresses in the city center of Hong Kong are recommended, as we will use SF Express. You may incur an extra charge of approximately HKD16-20 for areas outside of the city. If this occurs, please contact us.
We do not offer free shipping to the following locations.
Shipping fees will be calculated at checkout.
|
Vietnam |
$10 |
|
Indonesia |
$10 |
|
Brunei |
$15 |
|
Saudi Arabia |
$10 |
|
Bahrain |
$10 |
|
Kuwait |
$10 |
|
Oman |
$10 |
|
Qatar |
$10 |
|
Cambodia |
$15 |
|
Jordan |
$10 |
|
Lebanon |
$15 |
|
Iraq |
$10 |
|
Iceland |
$10 |
|
Montenegro |
$10 |
|
Serbia |
$10 |
|
Cyprus |
$10 |
|
Georgia |
$10 |
|
Monaco |
$10 |
|
Herzegovina |
$10 |
|
Moldova |
$10 |
|
Norway |
$10 |
|
Bolivia |
$10 |
|
Paraguay |
$10 |
|
Uruguay |
$10 |
|
Paraguay |
$10 |
|
Venezuela |
$10 |
|
Colombia |
$15 |
|
Ecuador |
$15 |
|
French Guiana |
$15 |
|
Peru |
$15 |
|
Chile |
$30 |
|
Falkland Islands |
$10 |
|
Guyana |
$10 |
|
Suriname |
$10 |
|
Canary Islands |
$10 |
|
Caribbean Netherlands |
$10 |
|
Netherlands Antilles |
$15 |
|
French Guiana |
$15 |
|
Morocco |
$10 |
|
South Africa |
$10 |
|
Mauritius |
$10 |
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