FAQ's

Add/Remove Items to Existing Orders
Proozy is able to add/remove items to existing orders if the order has not entered our shipping stream. We are unable to add an additional coupon if a coupon has already been applied. Please email support@proozy.com, with the order number, the title of the exact item, color, size and quantity. An agent will respond to confirm if they were able to make the modification.

Cancel Existing Order
Proozy is able to cancel an order if it has not entered our shipping stream. Please email support@proozy.com, with the order number that needs to be canceled. An agent will respond if they were able to cancel the order before the order entered our shipping stream. Please note our hours of operation: M-F 8:00am - 5:00pm CST

Change Email Address
Proozy is able to change the email address on an account as long as that email address has not been used to place an order. If the new email address has already been used, then a new account has been created automatically. However, a new rewards account for the new email address will need to be created. Reward points are non-transferable.

Change my Shipping Address
Proozy is unable to change the shipping address on any package that is already in transit. The package will deliver to the address provided at the time the order was placed. We do not offer refunds nor replacements on orders of this type.

Proozy is able to change the shipping address on orders that have NOT entered our shipping stream. Email support@proozy.com with the order number, address change in the title, and the new address. An agent will respond if they were able to make the change before the order entered our shipping stream.

Damaged/Defective/Wrong Items Merchandise
Receiving a product that’s been damaged in transit, or just the wrong item altogether is frustrating. We understand that. If your item arrived damaged/defective or the wrong item was sent, please email support@proozy.com within 30 days of receipt with a photo of the item and order number. We will send a replacement if the item is still available, or issue a refund to the original payment method if the item is no longer available. We will not offer any replacements or refunds after 30 days of receipt. All tags must be attached and visible in the photo.

Discounts
Proozy offers one promotion code per order. We do not offer stacking of coupon codes.

Gift Cards
Purchased gift cards do not expire. Any gifted gift card provided by Proozy will expire 60 days from the date of issue, and will not be reinstated. Gift cards may be used in conjunction with one coupon.

Mystery or Surprise Items
Mystery or surprise items are final sale. No exceptions.

No Movement
Carriers typically ask us to wait 14 business days from the date of the last movement before we consider a package lost. This is because the package usually gets delivered within that time frame. If your package has not had any movement on and it has been longer than 14 business days then, please contact support@proozy.com within 30 days.

Package Shows Delivered
If the carrier marked your package delivered and you have not received it, we ask that you do the following first:

Verify the shipping address used to place the order is correct
Look for a delivery notice
Check if someone else accepted the package on your behalf
Look around the delivery location (driveway, mailroom, reception desk, etc.)
Wait an additional day. Frequently, the solution is the package was delivered to a neighbor’s home by mistake, or the carrier held onto the package for another day.
If you still have not received your package, email support@proozy.com within 30 days of the expected delivery date. We will do all we can to help.

Stolen Package
There are a few things we suggest you do:

Contact the delivery company - they will confirm the package was truly delivered and is not in a warehouse someplace, or still in a delivery truck
Report the package theft to your local police - porch piracy is a crime, and reporting it gives police a better chance of catching the thief
Contact your credit card company - many credit card policies offer insurance on purchases, so it's worth giving them a call

Price Match
If you receive a new email promotion for a product ordered within the last seven days, then email support@proozy.com with a screenshot of the sale to receive store credit for the price difference. If the order was placed the same day the request was made for the promotion code, then we will refund the difference. Proozy will honor any price match made within the last 7 days of the original purchase date. We offer one promotion per order. If a promotion has already been applied to the order, we will not price match the item.

Returned to the Sender Packages
Proozy refunds the original payment method on all returned to the sender packages. If you believe your package was returned to sender and you have not yet been refunded, please email support@proozy.com with the order number, RTS in the subject line, and the tracking number. We will honor what tracking indicates, that includes any packages that are marked delivered but we did not receive. We are unable to re-ship orders that carriers return to us as undeliverable. Please place a new order if the item is still desired.

Rewards
Reward points are non-transferable. More information can be found here.