Royal Mail are due to strike- When will I receive my order?
Due to the ongoing Royal Mail Strikes -Unfortunately collections and deliveries by Royal Mail will be affected from Wednesday 23rd November 2022 until Saturday 26th November 2022
This will impact ALL Royal Mail Services. Possible service disruptions to other couriers may be experienced due to capacity issues resulting from the strike action.
We are very sorry for the inconvenience this will cause with your delivery.
How do I check the tracking of my order around Christmas?
Once your order has been dispatched, you will receive a dispatch notification email from us. You will be able to track your order via this notification email for updates on your order. Please note however that as it is currently the Christmas and New Year holiday period, your parcel may take longer than usual to be dispatched and delivered to you. In most instances, we are unable to contact the courier to chase the delivery of your order but rest assured the couriers are working as hard as possible to have your order delivered to you as soon as possible.
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?
Please be aware that not all of our products can be shipped to all destinations. If you have ordered an item that we cannot deliver to you, you will see a message during checkout that the item will need to be removed from your basket or you will need to change the delivery destination.
There are three main reasons for the delivery restriction:
1 - Brand restrictions on where Pro:Direct is allowed to ship to, eg. Nike, Jordan, Asics, Mizuno, Head 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.
Are there any shipping restrictions?
Standard Delivery applies to orders up to maximum order weight of 15kg, excluding oversized items (such as Goals) which require a special courier.
Premium Delivery applies to orders up to maximum order weight of 31kg.
Next Day Delivery applies to orders up to maximum order weight of 2.5kg. *Not available for the following postcodes: AB, BT, DD9-11, DG5- 9, FK17-21, GY, HS, IM, IV, JE, KA27-30, KW, KY10, KY14-16, PA20-38, PA41-49, PA60-78, PA80, PH5-9, PH11-13, PH15-26, PH30-50, PO30-41, TD5, TD15, TR21-25, ZE
Premier Delivery Subscription applies to orders up to maximum order weight of 3kg. *Next Business Day not available, please allow 2 extra days for delivery to the following postcodes: AB, BT, DD9-11, DG5- 9, FK17-21, GY, HS, IM, IV, JE, KA27-30, KW, KY10, KY14-16, PA20-38, PA41-49, PA60-78, PA80, PH5-9, PH11-13, PH15-26, PH30-50, PO30-41, TD5, TD15, TR21-25, ZE
Pre-Order Items, or personalised items (where the available date is in the future) will mean that Next Day will be available but the day your item will arrive will be the next business day AFTER the Available Date displayed.
Please note, shipping is limited to BFPO postcodes and only available with the Courier EVRI.
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 which include Sunday 25th December 2022, Monday 26th December 2022).
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.