Frequently Asked Questions

Find answers to our most common customer questions below. If you don’t see what you’re looking for, feel free to contact our support team.

Shipping

How long does international shipping take?

International orders typically arrive within 7–15 business days from the date of dispatch, depending on your destination country and local customs processing times. Some regions may experience slightly longer delivery windows during peak periods or due to customs delays outside our control.

How long does order processing take?

All orders are processed within 1–3 business days after payment is confirmed. Orders placed on weekends or public holidays will begin processing on the next business day.

Do you ship to my country?

We ship worldwide. If you’re unsure whether we deliver to your location, please contact us before placing your order and we’ll confirm availability.

Order Tracking

How do I track my order?

Every order comes with a tracking number. Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking number and a link to monitor your shipment in real time.

My tracking number isn’t showing any updates. What should I do?

Tracking information can take 24–48 hours to update after dispatch, especially for international shipments. If your tracking hasn’t updated after 3 business days, please contact our support team and we’ll investigate on your behalf.

My order shows as delivered but I haven’t received it. What now?

First, check with neighbors or your building’s reception area. If the package still can’t be located, contact us within 5 days of the marked delivery date and we’ll work with the carrier to resolve the issue.

Import Duties & Taxes

Will I be charged import duties or taxes on kitchen equipment?

Import duties, customs fees, and local taxes may apply depending on your country’s regulations. These charges are not included in your order total or shipping cost and are the sole responsibility of the customer.

How much will import duties cost?

Duty rates vary by country and product type. Larger kitchen items such as appliances or commercial equipment may attract higher duty rates. We recommend checking with your local customs authority before placing your order if you’re concerned about additional charges.

Can ProStratum pay my import duties for me?

Unfortunately, we are unable to pre-pay import duties or taxes on your behalf. Any fees assessed by customs must be paid directly by the recipient before the package can be released for delivery.

Products & Kitchen Equipment

Are your products suitable for home use?

Absolutely. ProStratum specializes in bridging professional-grade kitchen equipment with modern home kitchen utility. All products in our catalog are selected to perform in both home and light commercial settings.

Do your products come with a warranty?

Warranty terms vary by product and manufacturer. Any applicable warranty information will be listed on the individual product page. For warranty claims, please contact us with your order details.

Are your appliances compatible with my country’s voltage?

Voltage compatibility varies by product. Please check the product specifications on the listing before purchasing. If you’re unsure, contact us and we’ll confirm compatibility for your region.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery. Items must be unused, in their original condition, and in original packaging. Please review our full Return & Refund Policy for complete details.

My item arrived damaged. What should I do?

Please contact us within 48 hours of delivery with your order number and clear photo or video evidence of the damage. We’ll arrange an immediate replacement or full refund at no cost to you.

Who pays for return shipping?

For international returns, return shipping costs are the responsibility of the customer unless the item arrived damaged or defective. In those cases, no return shipment is required — we’ll resolve it remotely.

How long does a refund take?

Once your return is received and approved, refunds are processed within 5–7 business days to your original payment method.

Still have questions? Contact our support team — we’re happy to help.