Shipping and Delivery Policy

Last updated: August 28, 2026

This Shipping and Delivery Policy describes how orders placed through our online store are processed, shipped and delivered.

Our online store is operated by Procano Digital ApS.

Please review this policy before placing an order.

1. Company Information

Company name: Procano Digital ApS
CVR number: 46558014

Registered address:
Vieholmgårdsvej 30
3220 Tisvildeleje
Denmark

Email: procano@procano.com
Telephone: +45 91 75 52 63

2. Shipping Area

We currently provide delivery services to eligible destinations throughout Europe.

Delivery availability may vary depending on:

• Destination country or region;
• Local carrier coverage;
• Customs or import restrictions;
• Product type;
• Package size or weight;
• Product availability; and
• Other logistical limitations.

Available shipping options for your address will be displayed during checkout.

We may be unable to accept or fulfil an order if delivery to the supplied address is unavailable, restricted or prohibited by applicable law.

If an order cannot be fulfilled for this reason after payment has already been collected, the affected amount will be refunded using the original payment method unless another appropriate refund method is agreed.

3. Order Processing Time

Orders are normally processed within 1–2 business days after they have been successfully placed and confirmed.

Business days are generally Monday through Friday, excluding public holidays.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

Processing may take longer if:

• Payment requires additional verification;
• The delivery address is incomplete or incorrect;
• Additional order information is required;
• An order contains multiple products;
• A product is temporarily unavailable;
• Fraud-prevention checks are required; or
• We are experiencing an unusually high order volume.

If additional information is required to process your order, we may contact you using the contact details provided at checkout.

The reference shipping policy specifies the same 1–2 business-day processing period.

4. Estimated Delivery Time

For standard deliveries within eligible European destinations, the estimated transportation time is generally:

5–7 business days after dispatch

Please note that this estimated delivery period does not include the 1–2 business-day order processing period.

Therefore, order processing and shipping time should be considered separately.

Delivery estimates are not guaranteed unless a guaranteed delivery service is expressly stated during checkout or otherwise confirmed by us.

Delivery may require additional time for:

• Remote areas;
• Islands;
• Locations with limited carrier coverage;
• Orders requiring customs clearance;
• Areas affected by local restrictions;
• Public holidays;
• Severe weather;
• Carrier delays; or
• Other circumstances outside our reasonable control.

Your reference FAQ and shipping policy both specify an estimated 5–7 business days after dispatch.

5. Shipping Charges

Any applicable shipping charge will normally be displayed during checkout before you submit your order.

Shipping costs may depend on factors including:

• Destination;
• Product;
• Package size or weight;
• Shipping method; and
• Available carrier services.

Where free shipping is offered, this will be stated on the relevant product page, promotion or checkout page.

Additional shipping or delivery charges may arise where permitted by law, including where:

• A special or expedited delivery service is requested;
• Redelivery is required because an incorrect address was supplied;
• A parcel is not collected;
• A parcel is refused without a valid legal reason; or
• Additional remote-area or carrier charges apply.

Where prior disclosure is legally required, applicable charges will be communicated before they are imposed. The reference policy similarly provides that delivery charges are displayed at checkout and that free delivery is stated when offered.

6. Order Confirmation and Dispatch

After successfully placing an order, you will normally receive an order confirmation at the email address provided during checkout.

An order confirmation means that we have received your order. It does not necessarily mean that the parcel has already been dispatched.

Once your parcel has been handed to the carrier, you may receive a shipping or dispatch confirmation containing:

• Carrier name;
• Tracking number;
• Tracking link;
• Dispatch date; and
• Other relevant delivery information.

Please check your spam or junk folder if you do not receive an expected order or shipping email.

7. Shipment Tracking

Where shipment tracking is available, tracking details will normally be sent to the email address used when placing the order.

Please note that tracking information may require approximately 24–48 hours after dispatch to become active in the carrier's system.

If you receive a tracking number that does not immediately display information, please allow time for the carrier to scan and update the parcel.

If tracking information remains unavailable after a reasonable period, please contact:

procano@procano.com

When contacting us, please include your order number.

The reference materials specifically state that tracking may take 24–48 hours to become active.

8. Cash on Delivery

Cash on Delivery may be available only for eligible orders and destinations where this option is displayed during checkout.

If Cash on Delivery is available and selected:

• Payment is made when the parcel is delivered;
• Available payment methods may depend on the local carrier;
• The carrier may require the exact amount;
• Delivery confirmation or identification may be required; and
• The order may be cancelled if payment cannot be collected.

Cash on Delivery is not necessarily available for every:

• Country;
• Region;
• Product;
• Carrier; or
• Order value.

If Cash on Delivery is not displayed during checkout, it is not available for that order.

This matches the reference policy, which makes COD conditional on it being displayed during checkout.

9. Delivery Address

You are responsible for providing a complete and accurate delivery address when placing your order.

Before submitting an order, please verify:

• Recipient's full name;
• Street name;
• Building or house number;
• Apartment or unit number where applicable;
• Postal code;
• City;
• Country;
• Telephone number; and
• Email address.

If you notice an error in your delivery address, please contact us as soon as possible at:

procano@procano.com

If the order has not yet entered fulfilment or been dispatched, we may be able to update the address.

Once an order has been processed or dispatched, we cannot guarantee that the delivery address can be changed.

If a parcel cannot be delivered or is returned because you supplied an incorrect or incomplete address, you may be responsible for reasonable redelivery or reshipping costs where permitted by law.

This does not apply where the delivery failure resulted from an error for which we or our contracted delivery provider are responsible. The reference policy uses the same address-responsibility structure.

10. Delivery Attempts and Uncollected Parcels

The carrier may make one or more delivery attempts depending on its local procedures.

If nobody is available to receive the parcel, the carrier may:

• Attempt delivery again;
• Contact the recipient;
• Leave a delivery notice;
• Deliver the parcel to a collection point;
• Use an authorized safe-delivery option; or
• Return the parcel to the sender.

Customers should monitor their shipment tracking and collect parcels within any collection period specified by the carrier.

If a parcel is returned because it was not collected or was refused without a valid legal reason, reasonable return, redelivery or reshipping costs may be deducted from an applicable refund where permitted by law.

This does not affect any mandatory consumer rights.

11. Delayed Shipments

Although we aim to deliver orders within the estimated delivery period, delays may occasionally occur.

Possible causes include:

• Carrier congestion;
• Customs inspections;
• Public holidays;
• Severe weather;
• Strikes;
• Transportation interruptions;
• Incorrect delivery details;
• Regulatory inspections;
• Border restrictions;
• Natural disasters; or
• Other circumstances outside our reasonable control.

If your estimated delivery period has passed and tracking information has not been updated for an extended period, please contact us.

Email: procano@procano.com

Please include your order number and tracking information where available.

We will review the shipment information and, where appropriate, contact the carrier.

A delivery estimate does not remove any mandatory consumer rights available under applicable law.

12. Lost or Undelivered Parcels

A parcel will not automatically be considered lost immediately after the estimated delivery date has passed.

If your parcel cannot be located, please first:

• Review the tracking information;
• Confirm that the delivery address is correct;
• Check with members of your household;
• Check reception, mailroom or building-management areas;
• Check any designated safe-delivery location; and
• Contact the local carrier where appropriate.

If the parcel still cannot be located, contact us at:

procano@procano.com

Please provide your order number.

We will review the shipment and, where appropriate, investigate the matter with the carrier.

If the parcel is confirmed as lost due to circumstances for which we are responsible, an appropriate remedy may include:

• Replacement shipment; or
• Refund.

The appropriate remedy may depend on product availability, shipment circumstances and applicable consumer law.

13. Damaged Parcels

Please inspect your parcel and products as soon as reasonably possible after delivery.

If a parcel or product arrives damaged, please contact us promptly at:

procano@procano.com

Please provide, where relevant:

• Order number;
• Description of the damage;
• Photographs of the outer packaging;
• Photograph of the shipping label;
• Photographs of the damaged product;
• Video showing the issue where appropriate; and
• Other information reasonably necessary to investigate the matter.

Please keep the original product packaging and shipping packaging until the issue has been reviewed.

If the product is confirmed to have been damaged during delivery, we will provide an appropriate solution in accordance with our Return and Refund Policy and applicable consumer protection law.

14. Incorrect or Missing Products

If:

• You receive the wrong product;
• An ordered product is missing;
• Accessories are missing; or
• Components are missing,

please contact us promptly at:

procano@procano.com

Please provide:

• Your order number;
• A description of the issue;
• Photographs of the parcel;
• Photographs of the products received; and
• A photograph of the delivery label where relevant.

After reviewing the information, we may provide an appropriate solution, including:

• Sending the correct product;
• Sending missing components;
• Replacement; or
• An appropriate refund.

The reference shipping policy uses this same evidence-and-remedy process.

15. Customs, VAT and Import Charges

Orders delivered across national borders may be subject to:

• Customs inspections;
• VAT;
• Customs duties;
• Import taxes;
• Handling charges;
• Customs-clearance fees; or
• Other charges imposed by authorities in the destination country.

Where applicable taxes, duties or import charges are included in the amount paid to us, this will be stated during checkout.

Unless expressly stated otherwise, the customer may be responsible for customs duties, import taxes or similar charges imposed independently by authorities in the destination country.

We do not control charges independently imposed by customs or other government authorities.

Customers are responsible for ensuring that ordered products may lawfully be imported into their destination country.

Where permitted by law, refusing a parcel solely to avoid properly applicable customs or import charges may result in reasonable return costs being deducted from an applicable refund.

These customs provisions are taken directly from the structure of your reference shipping policy.

16. Transfer of Risk

For consumer purchases, the risk of loss or damage to the goods generally transfers to you when:

• You physically receive the goods; or
• A third party designated by you, other than the carrier, physically receives the goods,

subject to applicable consumer law.

If you independently appoint a carrier that was not offered by us, different rules concerning the transfer of risk may apply under applicable law.

Nothing in this section limits any mandatory consumer protection rights.

17. Returns and Withdrawal Rights

Shipping-related returns are handled according to our Return and Refund Policy.

Consumers in the European Union or European Economic Area may have a statutory right to withdraw from an eligible distance purchase within 14 days, subject to applicable exceptions.

Where this right applies:

• The consumer must notify us within the applicable withdrawal period;
• Goods must be returned within the legally required period; and
• The consumer may be responsible for the direct cost of return shipping where this responsibility was properly disclosed and permitted by law.

Customers will not be responsible for reasonable return shipping costs where a return is required because of a confirmed:

• Defective product;
• Product damaged during delivery;
• Incorrect product;
• Missing components; or
• Other error attributable to us.

More detailed return and refund conditions are provided in our Return and Refund Policy. The source materials use the same distinction between statutory/voluntary returns and seller-caused product problems.

18. Events Outside Our Reasonable Control

We are not responsible for delays or failures caused solely by events outside our reasonable control, subject to applicable mandatory law.

Such events may include:

• Natural disasters;
• Extreme weather;
• War or civil unrest;
• Government restrictions;
• Epidemics;
• Labor disputes;
• Customs closures;
• Carrier interruptions;
• Telecommunications failures; or
• Transportation-network disruption.

Where such circumstances materially affect an order, we will take reasonable steps to reduce the disruption and provide relevant information to affected customers.

Mandatory consumer rights remain unaffected.

19. Changes to This Shipping Policy

We may update this Shipping and Delivery Policy from time to time to reflect changes in:

• Delivery providers;
• Delivery areas;
• Estimated delivery periods;
• Shipping charges;
• Business operations;
• Legal requirements; or
• Other logistical procedures.

The current version will be made available through our online store.

The “Last updated” date at the beginning of this policy indicates when the current version became effective.

Changes will not retroactively remove mandatory rights connected with an order that has already been accepted.

20. Contact Information

For questions concerning:

• Order processing;
• Shipping;
• Delivery;
• Tracking;
• Delayed parcels;
• Lost parcels;
• Damaged shipments; or
• Other delivery matters,

please contact:

Procano Digital ApS
CVR number: 46558014

Registered address:
Vieholmgårdsvej 30
3220 Tisvildeleje
Denmark

Email: procano@procano.com
Telephone: +45 91 75 52 63

When contacting us regarding an existing order, please include your order number and the email address used when placing the order so that we can identify the purchase and respond more efficiently.