FAQs
Find answers to the most common questions about ProMart LLC.
Frequently Asked Questions
If you can't find what you're looking for, please reach out to our support team at support@promartllc.com or call us at +1 (512) 325-5512.
What is ProMart LLC?
ProMart LLC is a U.S.-based online marketplace headquartered in Austin, Texas. We offer a curated selection of everyday essentials across five main categories: Beauty & Personal Care, Pet Supplies, Health & Household, Toys & Games, and Home, Garden & Tools. Our mission is to provide American families with a reliable, secure, and enjoyable shopping experience.
ProMart LLC is a U.S.-based online marketplace headquartered in Austin, Texas. We offer a curated selection of everyday essentials across five main categories: Beauty & Personal Care, Pet Supplies, Health & Household, Toys & Games, and Home, Garden & Tools. Our mission is to provide American families with a reliable, secure, and enjoyable shopping experience.
Where is ProMart LLC located?
We are based in the United States. Our registered business address is:
5900 Balcones Dr, Ste 6474, Austin, Texas, USA.
We are based in the United States. Our registered business address is:
5900 Balcones Dr, Ste 6474, Austin, Texas, USA.
Are the products sold on ProMart authentic?
Yes, absolutely. We source our products exclusively from verified suppliers and trusted brands. Every item listed on our platform is genuine and meets our quality standards.
Yes, absolutely. We source our products exclusively from verified suppliers and trusted brands. Every item listed on our platform is genuine and meets our quality standards.
Orders & Shipping
How long does it take to process my order?
Most orders are processed within 1–2 business days after payment confirmation. During peak seasons or holidays, processing may take slightly longer, but we always strive to ship as quickly as possible.
Most orders are processed within 1–2 business days after payment confirmation. During peak seasons or holidays, processing may take slightly longer, but we always strive to ship as quickly as possible.
How long does shipping take within the USA?
Standard shipping within the contiguous United States typically takes 3–7 business days after your order has been shipped. Delivery times may vary depending on your location and the carrier.
Standard shipping within the contiguous United States typically takes 3–7 business days after your order has been shipped. Delivery times may vary depending on your location and the carrier.
Do you offer free shipping?
Yes! We offer free standard shipping on all orders over $35 within the contiguous United States. For orders under $35, a flat shipping rate is calculated at checkout based on your location and order size.
Yes! We offer free standard shipping on all orders over $35 within the contiguous United States. For orders under $35, a flat shipping rate is calculated at checkout based on your location and order size.
Do you ship internationally?
Currently, we only ship to addresses within the United States. We are actively working on expanding our shipping options to international destinations in the future.
Currently, we only ship to addresses within the United States. We are actively working on expanding our shipping options to international destinations in the future.
How can I track my order?
Once your order is shipped, you will receive a confirmation email containing your tracking number and a link to track your package in real-time. You can also log into your ProMart account and check the status under “My Orders.”
Once your order is shipped, you will receive a confirmation email containing your tracking number and a link to track your package in real-time. You can also log into your ProMart account and check the status under “My Orders.”
Can I change or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to make changes or cancel your order, please contact us at support@promartllc.com or call +1 (512) 325-5512 within 2 hours of placing your order. Once the order has shipped, it cannot be canceled, but you may return it under our 30-day return policy.
We process orders quickly to ensure fast delivery. If you need to make changes or cancel your order, please contact us at support@promartllc.com or call +1 (512) 325-5512 within 2 hours of placing your order. Once the order has shipped, it cannot be canceled, but you may return it under our 30-day return policy.
What if my order arrives damaged or incorrect?
We’re sorry if that happens! Please contact us within 48 hours of delivery at support@promartllc.com with photos of the damaged or incorrect item and its packaging. We will arrange a replacement or full refund at no extra cost to you.
We’re sorry if that happens! Please contact us within 48 hours of delivery at support@promartllc.com with photos of the damaged or incorrect item and its packaging. We will arrange a replacement or full refund at no extra cost to you.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. You may return unused, unwashed items in their original packaging within 30 days of delivery for a full refund. A receipt or proof of purchase (Order ID) is required.
We offer a 30-day return policy. You may return unused, unwashed items in their original packaging within 30 days of delivery for a full refund. A receipt or proof of purchase (Order ID) is required.
Which items are non-returnable?
For health, safety, and hygiene reasons, the following items cannot be returned once opened:
For health, safety, and hygiene reasons, the following items cannot be returned once opened:
- Skincare products, cosmetics, and personal care items
- Vitamins, supplements, and health products
- Opened pet food, treats, and grooming products
- Gift cards and downloadable products
- Items marked as “Final Sale” or “Clearance”
How do I initiate a return?
To start a return:
To start a return:
- Email us at support@promartllc.com within 30 days of delivery.
- Include your Order ID, product name, and reason for return.
- Once approved, we will email you a Return Merchandise Authorization (RMA) number and shipping instructions.
- Do not send items back without an RMA — they will not be accepted.
Who pays for return shipping?
If you are returning an item due to a change of mind or ordering the wrong product, you are responsible for return shipping costs. If the item is damaged, defective, or incorrect, we will provide a prepaid return shipping label at no cost to you.
If you are returning an item due to a change of mind or ordering the wrong product, you are responsible for return shipping costs. If the item is damaged, defective, or incorrect, we will provide a prepaid return shipping label at no cost to you.
When will I receive my refund?
Once we receive and inspect your returned item, we will process your refund within 3–5 business days. The refund will be issued to your original payment method. Please allow an additional 5–10 business days for your bank or card issuer to reflect the amount.
Once we receive and inspect your returned item, we will process your refund within 3–5 business days. The refund will be issued to your original payment method. Please allow an additional 5–10 business days for your bank or card issuer to reflect the amount.
Payments & Security
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as secure payments via PayPal and Apple Pay.
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as secure payments via PayPal and Apple Pay.
Is my payment information secure?
Yes. We use industry-standard 256-bit SSL encryption to protect your personal and payment information during transmission. We do not store your credit card details on our servers — all transactions are processed through secure, certified payment gateways.
Yes. We use industry-standard 256-bit SSL encryption to protect your personal and payment information during transmission. We do not store your credit card details on our servers — all transactions are processed through secure, certified payment gateways.
Will I be charged sales tax?
Applicable sales tax is calculated and added at checkout based on your shipping address and local tax regulations. The final tax amount will be displayed before you complete your purchase.
Applicable sales tax is calculated and added at checkout based on your shipping address and local tax regulations. The final tax amount will be displayed before you complete your purchase.
Products & Categories
What product categories do you offer?
We currently offer products in five main categories:
We currently offer products in five main categories:
- Beauty & Personal Care
- Pet Supplies
- Health & Household
- Toys & Games
- Home, Garden & Tools
How can I find a specific product?
You can use the search bar at the top of our website, or browse through our main categories using the navigation menu. You can also filter products by price, rating, and availability.
You can use the search bar at the top of our website, or browse through our main categories using the navigation menu. You can also filter products by price, rating, and availability.
Do you offer bulk or wholesale pricing?
ProMart LLC currently operates as a retail marketplace. If you have a large corporate or bulk order inquiry, please email us at support@promartllc.com, and our team will be happy to assist you.
ProMart LLC currently operates as a retail marketplace. If you have a large corporate or bulk order inquiry, please email us at support@promartllc.com, and our team will be happy to assist you.
Are product images and descriptions accurate?
We make every effort to display our products as accurately as possible. However, slight color variations may occur due to monitor settings. Product descriptions are provided by manufacturers and verified by our team for accuracy.
We make every effort to display our products as accurately as possible. However, slight color variations may occur due to monitor settings. Product descriptions are provided by manufacturers and verified by our team for accuracy.
Account & Profile
Do I need an account to place an order?
No, you can check out as a guest. However, creating a free account allows you to:
No, you can check out as a guest. However, creating a free account allows you to:
- Track your orders easily
- Save your shipping details for faster checkout
- Manage returns and refunds
- Receive exclusive offers and updates
How do I reset my password?
On the login page, click “Lost your password?” and enter your registered email address. We will send you a secure link to reset your password. If you don’t receive the email, please check your spam folder or contact our support team.
On the login page, click “Lost your password?” and enter your registered email address. We will send you a secure link to reset your password. If you don’t receive the email, please check your spam folder or contact our support team.
How do I update my account information?
Log into your account, go to “My Account” → “Account Details,” and update your name, email, password, or shipping address. Click “Save Changes” when you’re done.
Log into your account, go to “My Account” → “Account Details,” and update your name, email, password, or shipping address. Click “Save Changes” when you’re done.
Customer Support
How can I contact customer support?
You can reach our support team through:
You can reach our support team through:
- Email: support@promartllc.com (We respond within 24 hours)
- Phone: +1 (512) 325-5512 (Mon–Fri, 9:00 AM – 6:00 PM CST)
- Contact Form: Visit our Contact Us page
What are your customer support hours?
Our support team is available:
Our support team is available:
- Monday – Friday: 9:00 AM – 6:00 PM (CST)
- Saturday: 10:00 AM – 4:00 PM (CST)
- Sunday: Closed
How quickly will I receive a response?
We aim to respond to all email inquiries within 24 hours during business days. Phone support is available during our business hours for immediate assistance.
We aim to respond to all email inquiries within 24 hours during business days. Phone support is available during our business hours for immediate assistance.
Still Have Questions?Our friendly support team is here to help you.Contact Options:
- 📧 Email: support@promartllc.com
- 📞 Phone: +1 (512) 325-5512
- 📍 Address: 5900 Balcones Dr, Ste 6474, Austin, Texas, USA