Help Centre
Find quick answers about delivery, returns, payments, offers and authenticity. Need help fast? E-Mail us and we’ll assist.
Frequently Asked Questions
Orders & Purchases
Can I cancel or edit my order?
Can I cancel or edit my order?
If your order hasn’t been processed yet, we may be able to update details such as your address or phone number. Please contact us as soon as possible with your Order ID. Once an order is processed or shipped, edits/cancellations may not be possible.
How can I track my order?
How can I track my order?
After your order ships, you’ll receive a tracking link by email/SMS/WhatsApp (whichever you use). You can also use our Track Order page and enter your Order ID.
What if there is a problem with my order?
What if there is a problem with my order?
Please email us within 48 hours of delivery with:
a) Order ID
b) Photos/videos of the outer parcel, inner packaging, and affected items
c) Photos of the product label (and batch/expiry label if relevant)
We will verify and provide a resolution (replacement/store credit/refund as appropriate).
I didn't receive all off my order?
I didn't receive all off my order?
Sometimes items ship in separate packages. If your tracking shows delivered but items are missing, message us with your Order ID and photos, and we’ll investigate.
My order shows delivered, but I didn’t receive it.
My order shows delivered, but I didn’t receive it.
First check with your building security/reception or household members. If still not found, email us within 48 hours with your Order ID and we’ll investigate with the courier.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Returns can be requested within 7 days of delivery for eligible items. For safety and hygiene reasons, we accept returns only if the product is unopened, unused, and in original packaging with seals intact (where applicable).
Which items are not eligible for return?
Which items are not eligible for return?
We do not accept returns for:
Opened/used supplements or consumables
Products with broken seals or altered packaging
Items damaged due to improper storage after delivery (heat/humidity exposure)
Free gifts/promotional items
Clearance / near-expiry / final sale items (except exceptional cases like wrong/damaged delivery)
Are clearance or near-expiry items returnable?
Are clearance or near-expiry items returnable?
No. Items marked Clearance, Near-Expiry, or Final Sale are not eligible for return or refund, except in exceptional cases such as:
a) Wrong item delivered
b) Item arrived damaged
c) Verified issue attributable to delivery/handling before it reached you
Please contact us within 48 hours with photos and your Order ID.
How do I initiate a return?
How do I initiate a return?
Email hello@proteify.com with your Order ID, the reason for return, and photos (if needed). If approved, we’ll share return instructions. Alternatively you can initiate return request through customer portal.
How long do refunds take?
How long do refunds take?
Refunds are processed after return approval and inspection (if applicable). Bank/payment processing times vary by provider.
Do you offer exchanges?
Do you offer exchanges?
Exchanges are subject to eligibility and stock availability. If exchange isn’t possible, we may offer an alternative resolution.
Shipping & Tracking
Where do you deliver?
Where do you deliver?
We deliver across the United Arab Emirates. Availability may vary by location and product.
When will my order be delivered?
When will my order be delivered?
Delivery timelines are shown at checkout and are the most accurate estimate based on your address and courier availability.
Do you offer free shipping?
Do you offer free shipping?
We may offer free shipping promotions (for example, Free Express Shipping on orders AED 135+). Free shipping thresholds and promotions may be updated, changed, or removed at any time. The offer shown at checkout when you place the order is the one that applies.
What happens if I miss delivery?
What happens if I miss delivery?
If the courier cannot deliver due to unavailability or incorrect details, re-delivery may be attempted. Additional delivery charges may apply if delivery fails due to incorrect address or unreachable contact details.
My parcel arrived damaged. What should I do?
My parcel arrived damaged. What should I do?
mail us within 48 hours of delivery with your Order ID and clear photos/videos of the parcel and product(s). Please keep the packaging until the case is resolved.
Payments
Do you offer Cash on Delivery (COD)?
Do you offer Cash on Delivery (COD)?
No, Cash on Delivery is not available at the moment.
What payment methods do you accept?
What payment methods do you accept?
We accept the payment methods shown at checkout (e.g., card payments and wallets if enabled).
My payment failed—what should I do?
My payment failed—what should I do?
Try again using a different browser/device or payment method. If the issue continues, email us with a screenshot (if possible) and we’ll guide you.
Do you do verification checks?
Do you do verification checks?
In some cases, we may request additional verification to protect customers and prevent fraud. If verification is not completed, we may cancel and refund the order.
Offers & Discounts
Can I combine multiple offers or discount codes?
Can I combine multiple offers or discount codes?
Unless explicitly stated, discounts and offers cannot be combined. If multiple promotions are available, the system may apply the best eligible discount automatically.
Why didn’t my discount apply?
Why didn’t my discount apply?
Common reasons include:
- Minimum spend not met
- Items are already discounted/clearance/final sale
- Offer is limited to selected products/brands/collections
- Discount code expired or usage limit reached
If you believe there is an issue, email hello@proteify.com
with your Order ID and screenshot of your cart/checkout.
How do Spend & Save (tiered) offers work?
How do Spend & Save (tiered) offers work?
Spend & Save offers apply when your cart reaches the stated threshold on eligible items. Certain items (clearance, already discounted products, excluded brands) may not qualify.
How do bundles work (e.g., 3 categories for 20% off)?
How do bundles work (e.g., 3 categories for 20% off)?
Bundle discounts apply only when all requirements are met (eligible items/categories). Bundle discounts may exclude clearance/already discounted products and typically cannot be combined with other promotions.
Authenticity & Expiry
Are your products authentic?
Are your products authentic?
Proteify is the e-commerce channel of AL BEED TRADING L.L.C (est. 1991, UAE). We are committed to supplying 100% genuine products through trusted and authorized sourcing channels.
Do you check expiry dates?
Do you check expiry dates?
We follow internal checks for expiry and handling. Always read the product label and store products as directed (avoid heat/humidity after delivery).
I received an item and I’m concerned about authenticity/quality—what should I do?
I received an item and I’m concerned about authenticity/quality—what should I do?
Email hello@proteify.com
with your Order ID and photos of the product label and batch/expiry details. We will assist.
“Still need help?” Section
Still need help?
Still need help?
Still need help?
Email us at hello@proteify.com
Support hours: Mon–Sat, 9:00 AM – 6:00 PM (GST/UAE time)