Business hours: 9:00 to 5:00 Monday-Friday (PST)

Email: viamerch@gmail.com

My Account

All customers are required to create an account upon finishing the checkout process.

This is a onetime process once completed you will be able to enjoy the following benefits.

Express Checkouts
Save items in your shopping cart for later visits
Edit Billing & Shipping information
Personal Account Profile

Registering/Logging In

To create a new account, an order must be completed.

Returning customers can log in at the Log-In tab at the top of the page.

Logging Out

Once you have finished with our store, you can log out at the top of the page.

By doing this you’re closing your session and all your personal information is securely hidden.

Customer Service

We currently offer Customer service Mon – Friday 9am to 5pm

When emailing our Customer Service Department for general contact please do the following.

State your Name and Order Number (If available)
Leave your Message or Question
Please leave your Phone and Email address

Return/Exchanges Guidelines

Exchanges

We do accept exchanges

**We do not cover shipping fees for products that aren’t damaged or shipped incorrectly. **

To make an exchange please do the following:

Email us with the subject title of the email stating “Exchange”
Provide us with your Name, Order Number and Phone Number.
Reason for exchange
Briefly tell us the item you want to exchange and what you want in its place.
Once email is sent expect a reply within 24-Hrs with further directions.

Damaged Goods

If a product is delivered damage please do the following:

Send an email Titled "Damaged"
Email us a photo of the damaged goods.
State where the product is damaged
Please include Name, Order Number and Phone Number
Once email is sent expect a reply within 24-Hrs with further directions

*A refund won’t be made for the damaged item unless the item can’t be replaced. *

Return Process

We will accept Returns for a refund upon 30 Days of the delivery date.

**Shipping cost and taxes will not be refunded **

To make a Return please do the following:

Send an email Titled "Return"
Please include Name, Order Number and Phone Number
Once email is sent expect a reply within 24-Hrs with further directions

SHIPPING

Shipping prices are determined straight from the carriers. The cost of the shipping depends on

the weight of your entire order and its destination from our warehouse.

Warehouse Location: 400 E Dyer Rd, Santa Ana, CA 92707

DOMESTIC (within the US) orders usually take 3-5 business days from shipment date to be

delivered. Just because you receive an email saying your item was shipped does not necessarily

mean it will be shipped that day; it just means the order was processed for shipment. Your order

will be processed and sent to our fulfillment area to be fulfilled as fast as possible. Orders usually

take 1- 2 business days to be processed and shipped. We currently only offer USPS as a shipping

provider.

USPS:

First Class: 13oz and below: 2-5 business days transit

Priority Mail: 14oz and above: 1- 3 business day transit

Declined Orders: FAQ

Q: Why is my order being declined?

: Credit card charge attempts are normally declined due to a mismatch of billing information. If

the billing information you entered does not match up exactly with the information on file with

your card issuing bank, the transaction may be declined. Please double check the full name and

full address on file with your card issuer, and make sure the same correct information is entered

into the billing fields when placing an order.

If the billing information is correct, then please double check that the card number, expiration

date and security code are all being entered correctly as well.

After making sure all information being submitted is correct, then we recommend contacting the

issuing bank for your card, and inquiring with them what the issue may be.

Q: My order attempt was declined, but why do I see multiple charges on my online

statement?

A: When order attempts are made and then declined, this means no transactions were processed

for the credit card, and no funds were processed for these transactions.

Certain banks and credit card companies place holds on user’s cards for order attempts, even if

no actual transaction takes place. It appears your bank could be applying this method.

Transaction holds on credit cards usually pass within 24 – 48 hrs, but that depends on the

policies of the issuing bank, and this process is entirely out of our hands. We do not have the

ability to influence when how and when credit card holds are implemented, as that is solely up to

the issuing banks.

If there is a hold enforced by your bank, it should clear here shortly. Any further questions

regarding the hold process should be directed to your issuing bank.

PRIVACY POLICY:

Your privacy is extremely important to us. To better protect your privacy we provide this notice

explaining our online information practices and the choices you can make regarding the way

your information is collected and used. To make this notice easily accessible, we make it

available on our homepage, and at any point in which personally identifiable information may be

requested from our site.

Our Commitment to Privacy of Minors

Furthermore, protecting the privacy of individuals under the age of 18 is an especially important

aspect of our company’s privacy policy. For that reason, Protoje will never, under no

circumstances, collect or retain any information within our website or database from those

definitively identifiable as a minor, and in no way is our website structured or worded in an

attempt to attract such individuals falling under the age of 13, or under the age of 18 whom do

not have parent or guardian supervision and/or permission. Under our Terms of Service,

individuals under the age of 13, including those under 18 without parent or guardian supervision

and/or permission, are strictly prohibited from accessing our site and the services offered

therein.

Collection of Personal Information

Upon visiting itsprotoje.squarespace.com, the IP address of the computer used to access our site will be

logged along with the dates and times of access. This information is ONLY used to analyze

trends, track user movement, and gather broad demographic information for general

administrative and analytical purposes. Most importantly, any recorded IP address is never,

under no circumstance, attributed to any sensitive or personally identifiable information of the

visitor.

Changes to Privacy Statement

The contents of our privacy statement are subject to change at any given time and at our

discretion.

If you have any questions regarding the privacy policy of Protoje then you may

Business hours: 9:00 to 5:00 Monday-Friday (PST)

Email: viamerch@gmail.com