Before Launch

  • Am I charged for entering a launch?

    No, it’s free to enter. Your card is only charged if you’re selected to purchase the product after the launch.

  • Am I charged for winning a launch?

    Yes, if you are selected, you’ll be charged the retail price and agreed shipping costs. Local taxes may also apply.

  • Can I enter the same launch multiple times?

    No, each person is limited to one entry per launch to ensure fairness.

  • Why do you need my credit card details when I enter?

    Credit card details help confirm you’re not a bot and check for fraudulent activity.  

  • Why do I need to provide my personal details to EQL?

    EQL needs your personal information to ensure fair launches. They follow legal and industry best practices for data privacy.

  • Do I purchase the product from EQL?

    No, EQL runs the launch, but winners purchase the item from Pro:Direct Sport. Contact the team at customerservices@prodirectsport.com for product or delivery enquiries. 

  • How do I create an account before a launch?

    You can create an account when the launch opens or ahead of time at app.eql.com.

  • How do I sign up for a launch?

    Sign up by visiting the launch page once it’s live and clicking “Enter now” to follow the steps. 

  • Can I sign up for a launch before it’s live?

    No, you can only sign up once the launch is live. Keep an eye out for the link!

  • Where do I find the link to enter?

    The link will be posted on our social media, website, or email on the day of the launch.

  • How do I enter a launch with multiple products?

    Go to the launch page and select the products you want to enter for.

  • Should I use the same account for all entries?

    Yes, use the same account for all your entries.

  • How will I be charged if I win several products?

    You’ll be charged separately for each product, including shipping.

During Launch

  • How do I enter a launch?

    Follow the link provided when the launch opens. If you're new, click "Enter as a new user" to create an account. If you already have an EQL account, click "Log in with EQL" to enter. 

  • How do I create an account with EQL? Is it the same as my account with Pro:Direct?

    Create an EQL account by entering a launch when it opens. This account is separate from your account with Pro:Direct Sport and can be used for future launches.

  • I tried to enter but an account with my phone number or email already exists?

    Each phone number or email can only be linked to one account. If you receive an error, try logging in or resetting your password. If issues persist, contact support@eql.com with your phone number.

  • I’m unable to reset my password / I didn’t receive the password reset code.

    Ensure you're using the correct email. Check your spam/junk folder and add support@eql.com to your safe senders list. If problems continue, contact support@eql.com with your phone number for further assistance.

  • What payment does EQL take?

    EQL accepts credit and debit cards, but not Discover.

  • Can I use multiple accounts to enter?

    No, using multiple accounts will hurt your chances of winning. Enter once for a fair chance.

  • Can I enter for multiple products?

    Yes, you can enter separately for each product.

  • Do EQL wins negatively affect your chances to win another launch?

    No, winning does not affect your chances in future launches.

  • Can a family member in the same household enter the same draw?

    Yes, up to two entries per household are allowed, but each person must use their own account.

  • There was an issue authenticating my credit card.

    Ensure sufficient funds and try a different device or network. If issues persist, use a different card and contact support@eql.com if needed.

  • I’m unable to verify my details?

    Check the accuracy of your email and spam folder. If problems persist, try a different device or network. Contact support@eql.com for further assistance.

  • How do I cancel my entry?

    Cancel your entry before the launch ends by logging into your account on the launch page.

  • How do I change the size/credit card/shipping address I submitted with my entry?

    Cancel your entry and re-enter with the updated details.

After Launch

  • How do I find out if I was selected as a winner?

    Log in to the launch page to see if you were successful.

  • I didn’t get an email - how do I know if I won or lost?

    Check your spam folder or log in to the launch page to check your results.

  • My payment was declined, will you run it again?

    No, if your payment is declined, the launch moves to the next entrant. Contact your bank to avoid this issue next time.

  • Can I cancel my entry after the launch ends?

    No, entries cannot be cancelled or changed after the launch closes. Verified entries are binding.

  • How can I update the account details?

    Contact support@eql.com from your current email, providing your preferred email, existing phone number, and shipping address.

  • How do I return an item if i need to?

    If you wish to return your item, please contact us at customerservices@prodirectsport.com and we will be happy to help arrange that for you

  • Does EQL ship the products?

    No, contact us at customerservices@prodirectsport.com for your shipping information.

  • Is the launch online only?

    Yes, the EQL launch is online only.

  • Do you register once for all future releases?

    Yes, one EQL account works for all future releases.

  • Can I delete my account so EQL does not keep my credit card information?

    EQL does not store credit card information. Deleting your account will also delete your EQLizer score.

  • What is EQL?

    EQL is a Hype Commerce platform that helps retailers manage product launches by preventing site crashes, blocking scammers, and ensuring fair distribution to real fans.

  • What does Run Fair mean?

    "Run Fair" ensures fair product launches by allowing only human entries, limiting one entry per person, using top security protocols, and making the process easy for verified users.

  • How can we see our EQLizer score? How does the score work?

    Currently, you can't check your EQLizer score. If you've entered over 20 launches without success, contact support@eql.com for an account review.

CUSTOMER SERVICE

The best way to contact our Customer Service Team is via our direct email address: customerservices@prodirectsport.com

We will respond to your enquiry within 24 hours

 We are committed to maintaining our live chat service during the hours of Monday to Friday, from 9 am to 1 pm. However, on occasion, we may need to temporarily manage this service internally to ensure its optimal performance and efficiency, thereby preventing you from experiencing undue delays. In the event that you encounter unavailability during these hours, we kindly request that you reach out to us via email.

Customer Service team are operating 7 days a week (excluding UK Public Holidays )

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.