If your Pro Lab order has arrived with a delivery or manufacturing issue, please get in touch so our team can review your case individually. Each situation is unique and we evaluate concerns based on the specific circumstances. Clear photos and your order number help us understand the issue quickly.
When to contact us
Get in touch within 1-2 days of receiving the order if it arrived with:
- Visible damage from delivery (package crushed or torn in transit)
- A manufacturing issue (binding defect, torn pages, damaged cover)
- The wrong product or wrong size shipped
What to include in your message
To help us review your case efficiently, please share:
- ✅ Your order number (from your order confirmation email — format: PRO12345678)
- ✅ Clear photos of the issue
- One overall product photo
- Close-up of the specific concern
- Packaging photo if you suspect transit damage
- ✅ A brief description of what's wrong (2-3 sentences)
- ✅ Your registered email or mobile (the one used at checkout)
Photo tips for faster review
- Use natural daylight — avoid flash for accurate colour
- Hold the camera steady and in focus
- Don't apply filters or edits — we need to see the actual product
- 4-6 photos is usually enough — quality over quantity
How to reach us
📧 Email (recommended for detailed cases)
Send to: support@prolab.in
Subject line: Order Issue — [Your Order Number]
📞 Phone / WhatsApp
+91 99803 99806
Hours: Mon–Sat, 10 AM – 6 PM IST
Keep your order number and photos ready before calling.
💬 Live chat
Available on the Pro Lab website (look for the chat icon in the bottom corner).
What happens next
Once we receive your message, our team will review the specific circumstances of your case. This includes looking at the photos, your order details, and the production records. We'll then respond with appropriate next steps based on what we find.
Response time varies based on case complexity, but you'll typically hear back within 2-3 business days.
Note on timing: The 1-2 day window starts from when you receive the order. Please open and inspect your delivery promptly. Reports received outside this window may not be eligible for review.
What's not eligible for review
Some situations are caused by decisions made during the design process rather than printing or delivery. These are generally not eligible for resolution:
- ❌ Low-resolution photos uploaded (the editor warns about these before checkout)
- ❌ Photo crops or layout choices made in the editor
- ❌ Typos or text errors that weren't caught in preview review
- ❌ Change of mind about size, paper, or cover style after delivery
- ❌ Slight colour variations between screen and print (always some variance — learn why)
- ❌ Damage that occurred after delivery (mishandling, water, heat, etc.)
- ❌ Normal wear over time
This is why thorough preview review before ordering matters — see our Pre-Order Quality Checklist for the complete review process.
Helping us help you faster
You can speed up the review by:
- Reaching out within 1-2 days of receiving the order (not later)
- Providing clear photos in the first message (not waiting to be asked)
- Including your order number in the subject line
- Being specific about what concerns you
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Need urgent help?
For urgent cases, call +91 99803 99806 (Mon–Sat, 10 AM – 6 PM IST).