Order and Delivery

When will the product I ordered arrive?

For your credit card orders, bank approval can be received instantly and your order can be taken to the preparation stage immediately. The payment you have deposited in your money order orders is followed by checking our accounts at the beginning of each working day and the orders whose payment is received are taken to the preparation stage. If there is any problem in the supply phase of the products in your order, all information about the product is sent to your e-mail address registered in our system by our store officials. The products you purchased are delivered to the cargo company to be delivered to you as soon as possible. After the cargo companies receive the packages, they deliver the packages to your address within 3 working days depending on the region you are in, to your address in the regions where delivery to the address is made, and to the relevant cargo branch in the regions where delivery to the address cannot be made.

Which cargo company will my order be sent with?

Our company has an agreement with Domestic cargo company. 

How will I know that my order has been shipped?

When your orders you have placed on our site are delivered to the cargo, cargo shipment information about your order is automatically sent to your e-mail address registered in our system. In addition, when you log in to our site, you can view your orders from the My Account section and instantly view the status of your order.

Will I pay any fees when I receive my order?

There is absolutely no extra charge during delivery. If the cargo officer asks you for any fee, please contact us.

What should I do if my order is defective or wrong?

When your order is delivered to you by the cargo officer, you must check the outer package for damage before receiving it and in case of any damage, you must have a `Damage Assessment Report` prepared. Another issue you should pay attention to regarding the damage assessment report is the explanations stated by the cargo officers in the report. For example, `There is no damage to the parcel. The product is damaged." will be interpreted as the product was not damaged during transport, which creates problems during the exchange. For your damaged product, please warn the officer to keep a report with complete and correct words. (Example: When the product arrived, it was checked and found to be damaged) In case of damage that you notice after receiving your order, you should immediately inform your cargo branch and request assistance in preparing a damage assessment report. If you cannot get the necessary help from the cargo branch, we kindly ask you to inform us. As a result of the cargo officer preparing the report and delivering the product to us, your exchange procedures will be completed quickly and you will be informed.

IMPORTANT: You should send your damaged product to us with the cargo company that delivered it to you.

My invoice was not delivered with my order, what should I do?

All of the orders delivered by cargo are delivered to the cargo company according to the invoice and with the invoice. Our official invoices are an integral part of your shipped order. Your invoice is delivered to you in a transparent plastic pocket bag outside the parcel containing your order. If for any reason the invoice in this pocket is not delivered to you by the cargo company, please remind the cargo officer and insistently request it. Please make a report for the invoice that cannot be delivered despite all your requests and notify us. It will be ensured that the cargo company will find it as soon as possible or a copy stamped as original will be sent to you by us.

The product received is not the product I ordered (number, colour or product code is different)

You can send it to us by domestic cargo together with the return / exchange form and invoice. When the product reaches us, the correct product will be sent to you as soon as possible.

Can I change the recipient name or address after placing an order?

If your order has not yet been shipped, you can change the recipient name or address. After making the change, we kindly ask you to inform us via siparis@protenortopedi.com e-mail. The cargo officer who will come to your address will make an identity check and deliver to the name you have given.

What Should Be Considered During Cargo Delivery?

When you receive the products in your order from our site, you can open and check the cargo package after signing the delivery receipt if you want when the cargo officer is with you. If there is any inaccuracy or deficiency in the package content, you can prepare a cargo report and send it back to us or inform us. In such cases, if you have any problems with the cargo officer, we kindly ask you to inform us immediately. The necessary intervention will be made by us as soon as possible and your problem will be resolved.

Which cities can I order from?

You can order from anywhere in Turkey. We do not have any location restrictions in Turkey. The delivery of the products can only be made in the regions where the cargo company we are working with is located. Since delivery cannot be made in areas where there is no branch of the cargo company we have contracted with, our customers may need to go to the cargo branch where the package can be delivered and pick up the package by hand.

Can I order from abroad?

At the moment, shipping out of Turkey can not be done.