I didn't receive a confirmation email, did my order go through?

On large releases, order confirmations can be delayed, and often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.

I didn't receive a tracking number, when should I expect it?

You should receive a shipping confirmation email within 3-5 days of your purchase, this can be longer during times of extreme volume. If you don't have it, it's possible that it got sent to your spam folder. Emails will come from shop@properlbc.com or info@properlbc.com

My shipped package didn't contain all of the items that I ordered. Where is the rest?

All orders are fulfilled from either a Proper retail store or our warehouse. Due to the possibility of your order being fulfilled at multiple locations, you may receive separate packages with different tracking numbers.

Additionally, exclusive releases ship from a different warehouse than regular items. You may receive multiple shipments (with different tracking numbers) for the same order.

Which countries do you ship to?

For a list of all the countries we currently ship to, please contact us at info@properlbc.com

Why was my credit card charged multiple times?

When you complete a checkout, your credit card company puts an Authorization for the order amount on your card. This money has not been paid to Proper, rather your card company has put a hold on it for you while you check out. If your address information then fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 2-4 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times. 

I just placed an order, can I cancel it?

Unfortunately, we are unable to cancel orders once they are placed.

I made two orders today. Can you combine them into one and refund the balance?

Unfortunately, due to volume, we are unable to combine shipments on multiple orders.

Why isn't my order showing up on the tracking page?

Orders that haven't been shipped or scanned by UPS won't show up on the tracking page. Please allow 3-5 business days for this information to appear.

Tracking is telling me my label has been created, but it's not telling me where it is? Why is this?

This means one of two things: It is being processed currently or FedEx missed the initial scan when they picked up your order. Tracking will be updated as soon as FedEx scans the shipment. 

Can I change the address that my order is shipped to? Can I pick it up at a UPS store?

No, Proper only ships to the customer's billing address and cannot be rerouted to a local store. No exceptions. If you entered the wrong city, but your zip code is correct, FedEx will auto-correct this. 

I placed an online order, can I come pick it up at the store?

Unfortunately we cannot allow the customer to come pick up their web order in store.

I emailed customer service, how long will it take them to respond?

Please expect a response within 24-48 hours from our representative. If you spam our inbox with multiple emails, it will delay our response time to you and to everyone else.

I just received my online order. Can I return it for a full refund?

Proper will authorize returns within 14 days from the delivery date. All goods must be returned in original, unused and resalable condition along with a copy of your original Proper receipt. A refund will be issued to the original method of payment. A restocking fee of $10.00 will be deducted from the refund amount.

We will waive the $10 restocking fee if you would prefer to have the refund issued in store credit. Please email us if you would like to pursue this option and we will email you a special return shipping label.

Please note that we cannot refund the original shipping charges. However, a full refund will be issued for items that have manufacturer's defects.

Returns can be processed via our homepage by clicking the "Returns" button on the right side of the header bar, or by clicking the "Returns" link on the bottom of the page. From there, you will need to enter your 5-digit order number and corresponding email address in order to generate a prepaid UPS return shipping label.

You can also begin the returns process here. 

Can I use my online credit for a phone/email order?

No. Online credits must be used for web purchases only. 

These questions didn't help. Who should I contact?

If the above questions don't help, please contact customer service here: