FAQ – Frequently Asked Questions

To place an order, add the products you wish to buy in the shopping cart.

Once you are in the cart page, right after the sub-total, you willl find your shipping adresses. Choose correclty the adress where you wish us to send the products, because it’s bases on that information that the shipping costs are calculated.

Continue to Checkout buy selecting the button “Confirmation – Payment”.

After that, you need to confirm all the details and proceed to payment.

The cart code is a code of six digits of letters and numbers that identifies in a unique way, the products in the cart. This code can be found bellow in the bar to the right of the page. If you have doubts concerning the products in the cart, please give this code to our Customer Care to that they can help you.

When this happens, the first recommendation is that you clean your cookies and all your browser history. If this doesn’t help, we suggest that you use a new browser or a more updated one.

Ocasionaly we offer some additional discounts or cupons in some specific items. The cupons have an expiration date, and we recommend the purchase of the items the soonest possible. We only consider cupons or discounts in prices that are still valid.

The prices on our website are updated regularly to guaranty a more real price. Prices, discounts or cupons advirtised in other sources than our website, like search engines, cupons and purchase websites, may not reflect the present information, the correct price or a valid cupon.

Because we commercialize thousands of products and are constantly adding and updating our website, we are unable to maintain a catalogue in paper. Our website contains information in real time from all our products, and our staff maintains all the information updated online. If you have any question concerning the products in our website, please contact our Customer Care team.

After locating in our website the product you are interested in, add it in the shopping cart by selecting the button “add to cart”. If necessary, some questions will be asked regarding the characteristics of the product (like voltage or size) before you add it to the cart. While you purchase, you can check your shopping cart at any time by selecting the button “cart” located in the right top of the page.

There are some easy ways to find products in our website. You can search them by using the bar located in the top of the page. The products are found by their code, manufacturer, model, description, key word, barcode, etc. If you are looking for products in a general way, you can search through the categories, and this way minimize the amount of products shown. If you have any dificulty in finding what you need, please contact us.

To see the page with the products in your shopping cart, select “cart” on the right top of the websites page. You must have made the login, to see this button. You can also access your cart, anytime you add a new product.

To update the quantity of a product that is already in the cart, use the arrows on the right of the products despription to increase or decrease the quantity of the products line. If you wish to delect a product from the cart you can change the quantity to 0 and select “update”, or you can select the cross on the right in the products line. You can still select “clean cart” to remove all the products in the cart.

Some manufacturers don’t announce their prices, and due to that we cannot present them in our website. One of our Customer Care staff will be pleased to give you our best price for that item.

We only accept returns from products properly packed in their original boxes and without being used.

Except for products with a proven manufacturing defect, returns will be accepted no later than 14 days after delivery.

After this period a value will be charged for the return of the consumables products, to be deducted in the refund of your credit card. It’s a cost is to cover the processing of the products that return to our stock. This cost is 20% from the products price.

The return must be sent to the following address:

Progelcone SA

Estrada de Polima 624

2785-543 ABOBODA (PORTUGAL)

Our head office is located in our Abóboda facility. It’s not a store because our main goal is to sell in contact with the client and make the delivery. However, in this facility you can find a small showroom with some of our products. Since we sell thousands of products, it’s not possible to exhibit them all.

Progelcone exists since 1983 and most recently in the onlin business. Visit the page About uss to know a little more about our company!

Before contacting us, please search in the page from the frequent asked questions, to see if your question has even been answered. Our Customer Care staff is available every working days from 9.00 am to 6.00 pm.

Please visit the page Contact to see our phones and e-mails.

After the order is placed we cannot guaranty that we can modify it. If you wish to modify your order, please contact us has soon as possible.

After the order being placed we cannot guaranty that we can cancel it. If you wish to cancel your order, please contact us has soon as possible.

We do not offer any service of installation for the equipament bought in our website.

Visit the order section in “my account”. You must be a registered user to have access to this section.

You will receive an e-mail with your invoice as soon as the order is shipped from our warehouse. This invoice will also be sent along with with merchandise. To obtain a copy, please login to your account and go the “orders” in the section “my account”. Inside the order you will have a button to make the download of your invoice.

For products in stock, usually 1-2 working days.

Being an online store, our main form of comunication is the e-mail. Everytime the status of your order changes, we will send an e-mail to the mailbox you used to register. So you must provide a valid e-mail on the time of your register.

Products in stock usually are shipped in 1-2 working days. For special products we are restricted to the delivery time from our suppliers. In the checkout page the estimaded delivery time is calculated based on our stock and delivery time from each supplier. If you have any type of restraint regarding the delivery date of your order, please contact us before placing it. We will be available to heck all options.

If you think that you received an incorrect product, please keep it without using it and in its original packaging, and contact us so that we can find a solution. Our Customer Care with settle with you a way to send you the correct product or making you’re a credit note. We may need a photo from the wrong product that you received and will cover all the costs of it’s return.

There isn’t any minimum order to buy in our website. We accept all orders, big or small!

We are very carefull when we pack the orders, but in rare ocasions a product may miss. If part of your order is missing, please contact us until 36 hours from it’s reception, so that we can find a solution for you.

To save you the trouble of having to deal with several shipments, we will make all efforts to send you all at once. If we must make several shipments, we will send the information from each one to help you having the information organized. When there is more than one shipment, the shipping costs will be charged in the first delivery.

All the orders processed by the online store will be delivered in its destination by a hauler. For safety and logistic reasons, the clients cannot collect the orders in our warehouse.

If you are registered in our website and have several shipping addresses in your account, you can place each order in a different address. You just need to go to checkout and choose the address you wish us to deliver the merchandise. Making orders to multiple addresses is not the same has dividing an order by different addresses. We don’t divide an order for more than one address.

We cannot ship to mailboxes. All shipments need a street address.

In the moment of checkout the shipping costs are calculated to the address you have chosen, because you make the payment.

If any part of your order is missing or damaged, please contact our Customer Care until the following working day of the orders reception, so that we can find a solution for you.

If any product or it’s packaging is damaged or missing, or if you have any doubt about it’s integrity, this is what you should do:

• Write it clearly in the delivery note before you sign it
• Save a copy of the delivery note
• Contact us until the following working day
• Save the damaged packaging for inspection
• Take pictures from the products or packaging damaged

Although our warehouse gives a lot of attention to the packaging of each shipment, damaged can happen during the transport. In this case, we will make the hauler responsible. By signing the delivery note you take responsibility and ownership of the shipment under the conditions mentioned. If part or all of your shipment is damaged and you didn’t mention it in the delivery note, we WILL NOT guaranty any compensation for the damages. Signing the delivery note without writing the damages, means that you received the items in good conditions.

It’s very rare for our haulers to lose a shipment. In these situations, our biggest priority is to find the products and we will work with the hauler to do so. If your order appears to be delivered but never arrived, please contact us in the 5 days following to the date shown as delivered. After notified we will take all apropriate measures to locate your shipment. To mention that some haulers may take 3-5 working days to report deliveries. If your shipment is located, we will maintain the delivery until it’s final destination. If it’s reported has missing, we will communicate with you to find a satisfatory solution for you.

Our warehouse try to process the orders and have them ready for shipment in 1-2 working days. Most of our items are shipped from our warehouse in Abóboda. The transport may be made in 1-4 working days depending on the proximity of the delivery location. If the delivery time matches with a holiday, please add one more day. Our warehouses enjoy the mandatory National holidays. Hauler companies may enjoy other additional holidays. All the delivery times are estimated and not guaranteed.

To change your information, first you must login to the account with wich you registered.

After that, you select My account. You can add or change shipping addresses, by pressing the respective links.

You can also see previous orders and their status.

To register in order to obtain an account you select the button Create account on the top part of the page, to the right.

The section “my account” may be used for a variety of things: change the information of the user, check the status of an order and see previous orders. To access the section of your account, while you purchase or see the main page, please select “my account” in the top of the page. In order to use your account, you must be registered and with the login made.

You can visit the page of password recover to receive an e-mail that we sent you in order to create a new password.

In Progelcone, our biggest priority is to guaranty that your personal details are safe. In order to do this, we use the best seguruty available in the internet to transmite you personal details: SSL. SSL protects you information and guaranties your privacy white ordering in our website. You can see that SSL is being used by the icon in the address bar as well as the use of “https”.

In our website, our all prices are listed in Euros.

We accept almost all credit cards including MasterCard and Visa. Additionally we accept payment by Multibanco reference and MBway.

Your card wil be charged in total once the firt shippment of your order happens. When you place an order in our website, it is placed an authorization in your bank account for the value of your order. An authorization is a comunication from your bank to our payment system giving us the confirmation that your card is valid and that it has enough balance for the orders value. This authorization may show has pending in your bank extract until the funds are captured. If the order has a bigger time, a member of our Customer Care will contact you in order to charge the credit card and avoid loosing the authorization.

Fees and taxes will be charged for orders shipped with destination in Portugal.

To register and obtain an account in Progelcone, please visit this link Create account.

Please see our shipment policies in the page of Policies.

We can use external companies to ship the orders and to process credit card tr ansactions. We only give to those companies the necessary and apropriate details. They don’t storage, share or retain those informations in any way.

Progelcone is the sole holder of information that is collected from the clients in this website. We do not share any information about you with any third party. The information about the client is used by Progelcone in:

• Order processing
• Give a personalized purchase experience to registered clients
• Send e-mail filled with information to those who chose to subscribe
• Monitor trafic patterns to improve the functionality of our website for its clients

In Progelcone, safety and privacy are a maximum priority. Our website uses HTTPS and is encripted in transactions to guaranty the safety of your details. In payments we do not keep any information from your credit card.

Progelcone uses cookies to identity each client. A cookie is a small file placed in your disk by your browser. Cookies do not spread any personal information about you. They just use them as identifiers. In our website, cookies allow us to trace, for example, where is your shopping cart and when you logged in. To purchase in our website, you must have cookies activated.

Some products in our website can be customized and are identified in their details as such. These products usually have a minimum quantity, bigger delivery time and additional costs involved. Customized products cannot be returned.

Progelcone does not send samples. We recommend the purchase in smaller quantities, before you compromise yourself with bigger orders. Some manufacturers may send samples for the selected products and to comercial clients. Please contact our Customer Care to check your needs.

Progelcone does not sell used equipements. If you look for equipments with discounts please visit our Outlet list.

Please tell us! We intend to be a unic supllier for all your equipment and consumables needs. We can help you with what you are looking for and we are allways open to listen to your suggestions to add products in our website. Many of the products we add in the website are a result from clients suggestions. You can use our online chat or send an e-mail to

They are products we guaranty that work with the product you are purchasing. Such has lids that fit in a cup. If you have any suggestion please contact our Customer Care.