Shipping + Returns


ShopProof.CA

Proudly Distributed in Canada by:
ALCA Distribution Inc
19155 38 Ave, Unit 108
Surrey, BC V3Z 0Y6
CANADA
Customer Service Department: 1.866.627.9690.

Return Policy

If it's your first order, we offer a 60 Day Leak Free Guarantee policy, no questions asked. This guarantee means that if your first order is not up to your period or leak standards, we will take them back and offer you a full refund. Note this is only valid on your first order for up to one pair of worn undies.

For all other orders, all items ordered from Proof's website come with a 30 day return policy.

A $7.95 processing and handling fee will be deducted from the purchase price for all returns. Returned items must be in re-sellable condition. We will not accept items that are damaged, stained, or show visible signs of wear. All items should include original packaging and tags.

We have found exchanges tend to delay the process of getting your product reshipped out and we are certain you want your product as soon as possible without any sort of delay. For this reason, we advise all customers to return their current order and repurchase the product(s) in order to receive everything the fastest.

Our Easy Return Process

1) Send us an email – customerservice@alcadistribution.com .
2) Type in your Return Request and Order Number in the subject line.
3) Select the item(s) you would like to return.
4) We will send you a code to create a Canada Post Return lable.
5) After receiving and processing your item a refund will be issued.

This process should be completed within 3-5 business days. We are unable to refund any paid shipping charges.

If you can, we’d love you to try and conserve on shipping bags and return your items in the same mailer bag it arrived in.

If your purchase is damaged, or you are experiencing problems please contact our warranty department by emailing rarequest@alcadistribution.com. Please provide a description of the problem you are experiencing as well as contact information for our team to reach you.

All returns must be accompanied by a RA (return authorization) number, which may be obtained by emailing rarequest@alcadistribution.com.

You will need to clearly mark this RA number on your returning parcel, and reference it on all email correspondence.  After 15 days and up until 30 days after your order was placed, we will provide you with an online store credit.  You will be responsible for the shipping costs incurred to return the parcel.  Once the refund is authorized, you will be credited for the cost of the product and applicable taxes, less the initial shipping cost.

We reserve the right to refuse a refund if the merchandise is not in its original condition or packaging.  Health Canada also limits returns on certain personal care items.  Details of these items are available upon request.

Please allow 8 – 10 business days for your refund to be processed.

Most of our products are covered by a manufacturer’s warranty.  Most manufacturers prefer to deal directly with the consumer to resolve warranty issues.  Details of individual manufacturer’s warranties are available if necessary.

All sale items are final sales. Undergarments are not eligible for returns or exchanges.

Order Processing

All orders of in-stock items are shipped within 1-3 business days, and you will be notified of any delay.  Processing times may be longer (up to five business days) during promotional periods. Although we endeavor to keep inventory information accurate, in some instances items thought to be in stock may sell out.

Methods of Payment

We accept Visa and Mastercard through our secure online ordering system.  You may also use Paypal.  Your card will only be charged when the order is ready to ship.  Our security policy is governed by the security systems and measures in place with our payment processing partners.

Shipping

We ship with UPS and Canada Post Expedited Parcel Service.  Shipping is from Surrey, BC and shipping times vary depending on the destination of the order.

We are pleased to waive shipping fees on orders over $50.00 (before taxes).  On all smaller orders, we offer a flat rate shipping fee of $7.50.  Freight charges may apply on large, bulky parcels to which you would be alerted prior to check out.  We currently ship only within Canada.

We are not responsible for shipments that are returned due to an incorrect shipping address provided by customer.  Any charges as a result of this error will be the responsibility of the customer.

Due to a number of fraudulent orders, if your billing address does not match your shipping address, your order will be cancelled. Please contact us at customerservice@alcadistribution.com if you have any questions or concerns.

Taxes

We are required by law to collect the taxes applicable in the province to which we are shipping the order. 

Cancellations

Please email us at customerservice@alcadistribution.com within 24 hours of placing your order.  You many cancel any items that have not been packaged for shipping.  If an order is cancelled after it has been packaged for shipping or shipped, you may be charged a re-stocking fee of 5% of the value of the cancelled item(s).

Please refer to Returns Policy for orders cancelled after they have shipped.

All sale items are final sales.

Privacy Policy

We are committed to protecting the privacy of your information.  We collect information from you when you set up an account on our site, enter a contest, or respond to a survey.  We will not sell or trade your identifying information with any other party or company.

Other Queries

Please feel free to email us with any other queries that you may have regarding your shopping experience with ALCA Distribution Inc - customerservice@alcadistribution.com