Shipping & Returns

How are shipping rates calculated?

Due to the varying dimensions and the wide variety of products that we sell, our shopping cart only ESTIMATES shipping charges at the time an order is placed. Please note that many of our products are long (> 60 inches) and fall under "dimensional weight" pricing with UPS, FedEx, and other carriers. In this case, shipping costs are not calculated strictly by the product weight, but also the dimensional size of the package. For example, a long package that weighs 20 pounds, but is 100 inches long will cost more to ship than a smaller box of the same weight. Many of our products fall into this example, thus estimating shipping costs by weight alone will not always provide accurate results.
If you need an exact shipping quote, please email us: shipping@proscale.com

Are the shipping and insurance costs shown in your cart accurate?

Not always. Our shopping cart calculates charges based upon a product's weight only. In some cases with long packages (over 96 inches), there is an OVERSIZE surcharge or dimensional weight fee included in the calculation shown. Shipments to residential addresses are also subject to a surcharge.
If you need an exact shipping quote, please email us: shipping@proscale.com

How will my order be shipped?

We offer FedEx Ground, UPS 3-Day, 2 Day, and Next Day, UPS Express, and UPS Expedited (to residential and commercial addresses).
We also offer USPS for shipping. Note that US Postal Service shipments are NOT always traceable; you assume liability for the package once it has shipped.

Some products are shipped in two packages (each package may arrive separately).

Any package that is 108" or longer requires shipment by LTL freight. These shipping charges will be calculated on the day the shipment is processed.
If you prefer for us to use a particular freight company, please type the shipper's name in the Special Instructions box on the final checkout page.

How long will it take to get my order?

We make every effort to ship your order within 5 business days after the order is placed, but this is not always possible.
We manufacture all our PRO and DIGI branded products in the USA. All orders ship from North Carolina - orders to the west coast can take 6 business days via UPS Ground.

You will receive an Order Acknowledgement as soon as we enter the order into our production system. The acknowledgement indicates our ESTIMATED ship date.
When planning your shipment, remember that the time in transit begins on the day the product is shipped.
If you require delivery on a certain day, enter your requirements during checkout under "Special Instructions".

Can I place my order by phone?

You can place anorder using any of the following methods:

Online: Use our secure server's shopping cart. You may use a MasterCard, Visa, or American Express for payment 24 hours a day, seven days a week.
Phone: Call your order in to us at 1-828-654-7920 M-F, 8:30-4:00 Eastern USA time zone.
Email: Send your order to orders@proscale.com

What if I entered my address incorrectly?

If you enter your shipping address incorrectly, please call us immediately at 1-828-654-7920 to have it corrected.

Trouble Ordering?

If you have any reason to believe that your order did not process, or is processed improperly, please call us at 1-828-654-7920.

What is your privacy policy?

Please visit the Privacy Policy page to learn more.

What is the Product Warranty?

Please visit the Product Warranty page here to learn more.

What is our return policy?

New products must be returned within 15 days of their arrival to qualify for credit. Products must be in new, unused condition to qualify for credit.
Products 1-30 days old can be returned. If in new condition, a 15% restocking fee will be applied.
No Refund will be issued if any parts are missing, if product is customized at factory, if product is improperly packaged for return, or if product is more than 30 days old.
No Refund will be issued for crating, shipping, or insurance fees.

How to return a product for repairs?

Products must be safely packed for return. Items received without adequate packaging will not be accepted by our receiving department.
A detailed note or letter must be INSIDE the package describing why item is being returned. It should have (1) phone number, (2) email address, (3) reason for return noted, AND (4) a contact person's name.
In very rare cases, a fee may apply to evaluate returned products. Please phone us if any questions.
Returns left without 6+ months are considered abandoned Products and will be discarded.

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