FREQUENTLY ASKED QUESTIONS

Unlocking peak performance and optimal health through cutting edge technologies and beautiful design.

GENERAL INFO

HOW DO I CONTACT YOU?

If you need to reach out to us, or just say hi, the best way is via the chat found at the bottom right of all our pages. During busy periods, it can sometimes take us a little longer than usual to reply to you, but don't worry, simply leave your email and one of our team will contact you as quickly as possible.

Please note; only send one message at a time - don't bombard our customer serivce team with multiple messages across multiple platforms, as this just means it'll take longer for us to reply to you and other customers. Don't worry, we got your message and one of our team will be in contact with you as soon as possible.

WHAT IS YOUR PHONE NUMBER?

PROMiXX doesn't have a phone number. We do not have a call centre and our customer service team is not able to handle a high volume of calls. This is all to provide the best customer service experience for all of our customers.

All the PROMiXX channels are manned by real-life humans, so whilst you may occasionally recieve an automated response, trust that we have seen you message and we will respond as soon as we can.

Please note; whilst our social media channels are operated by us humans here at PROMiXX, they are not constantly monitored, so that means if you want to get in touch with us the chat function through our website is best. However, we do love seeing where in the world our PROMiXX's have been so tag us in your posts @promixx.

WHAT INFO DO I NEED TO CONTACT YOU?

The more info you can give us, the better we will be able to help you!

If you are contacting us about an existing order, please make sure you include your order number, and where you purchased from (i.e. PROMiXX.com or Amazon). Be sure to also include your name and email address. This allows us to quickly and efficiently answer any questions you have.

How else CAN i contact you?

If for whatever reason you are struggling to contact us via our chat function, feel free to contact our customer service team via email (info@promixx.com).

SHIPPING AND DELIVERY

Where do you ship to?

We currently ship to the following countries;
 
  • United States of America
  • United Kingdom
  • France
  • Germany
  • Ireland
  • Italy
  • Netherlands
  • Spain
For our most up-to-date shipping policies, check out our shipping page here: https://www.promixx.com/pages/shipping.
 
Note; gift cards are not physical product, you will recieve these at the email address provided.

How do i track my order?

You should receive tracking via email (providing you put your email address in). Please keep an eye on your spam folder for this as it can sometimes go there.

Alternatively you can log into you account and see your order status there: https://www.promixx.com/account/login. From here you can find your current order status as well as your tracking number once the order has been processed.

If you are struggling to find your order information, firstly, double check your email. If you are still struggling, please reach out to us using the chat at in the bottom right corner of this page. We are only able to proivde assistance with order tracking for orders purchased through PROMiXX.com, for any orders through third-party retailer and distributors please contact them directly.

Please note, tracking can take 24-48 hours to update after your order has dispatched.

ORDERS & RETURNS

I WANT TO CHANGE MY ORDER

Made a mistake? Forgot to add something? Not to worry!

Contact us using the chat button in the bottom right of this page, or email us (info@promixx.com) AS SOON AS POSSIBLE. We will do our best to help you, however in some circumstances and depending on your order status, we will be unable to help you make and changes to your order.

If you input the wrong address at checkout, we can not be held accountable if the order goes missing. We are not liable to refund/replace this order.

Something is missing from my order

In the unlikely event that you are missing an item from your order, please contact us immediately.

When you contact us, please include the following:

  • Order number
  • Name
  • Email address
  • Product you did not recieve (for example... PURSUIT ECOZEN in Midnight Blue, 700ml)

Once we've received the above information, our customer serivce team will get this resolved for you as soon as possible.

A claim for missing items must be made within seven days of the delivery date.

I received the wrong item

In the unlikely event that you receive the wrong item, please contact us immediately.

When you contact us, please include the following:

  • Order number
  • Name
  • Email address
  • Product you received
  • Product you did not recieve (for example... PURSUIT ECOZEN in Midnight Blue, 700ml)

Once we've received the above information, our customer serivce team will get this resolved for you as soon as possible.

A claim for incorrect items must be made within seven days of the delivery date.

WHAT IS YOUR RETURNS POLICY?

  • Products must be returned within 28 days of purchase.
  • Used products will not be refunded. Any reutrned product must be unused.
  • Products must have all original packaging and accessories, and be un-damaged.
  • We only offer refunds onto the original payment method used to make the order.
  • For purchases made by gift card, the refund will be applied to the gift card, or a new gift card of the value of the return will be issued.
  • Refunds will be actioned within 14 days from the date we receive your order back to our warehouse.

How do I make a return?

If you wish to return an unused product within the 28 day return window, please go to https://www.promixx.com/pages/warranty-page and complete the form, or reach out to us using the chat at the bottom right of the page, or email us. Once our customer service team has recieve your form, we will contact you to begin the returns process.

  • When you message us, be sure to include the following:
  • Order number
  • Name
  • Email address
  • Product you wish to return
  • Reason for the return

Once the team receives your message, they'll be in touch with you as soon as they can.

I haven't received my refund

We know this can be frustrating! There are a few different factors that can affect how quickly you get your refund.

Depening on where in the world you are and the returns courier used, the delivery time to get your product back to our warehouse can vary - particularly around peak times!

Once your items have been received by our warehousing team, it can take up to 14 days for your return to be processed and your refund issued.

If it has been more than 14 days since your return was recieved, please contact our customer service team who will be able to help you further. When you contact them, to allow them to help you best, please include the following in your message:

  • Order Number
  • Proof of postage
  • Tracking number of your return

REceived a faulty product?

We're sorry you've received a faulty product! We know this can be frustrating, but we are here to help you!

Either reach out to us using the chat function in the bottom right, complete the form here (https://www.promixx.com/pages/warranty-page), or send us an email (info@promixx.com).

When sending us a message, please include the following information:

  • Order number
  • Which product has the fault (i.e. PRO)
  • Photos of the fault
  • Video of the fault (if possible)

Our customer service team will then get in contact with you to either help you fix the fault, or help get you sorted with a replacement as quickly as possible!

You do not have to send your faulty item back to us yet, wait until our customer service team contacts you and they will give you instructions on what to do next.

PRODUCTS

What is the difference between the iXR, MiiXR PRO and the PROMiXX PRO?

PROMiXX PRO is the sucessor to the previous generations of PRO line products (PROMiXX iXR and MiiXR PRO). The new generation of PROMiXX PRO now comes in various colour options, with upgraded electronics and design. PRO now features USB-C charging, Halo drop protection on the power unit and a longer lasting battery!

To learn more check out the new generation of PROMiXX PRO, check out the PRO and PRO Stainless Steel pages.

What ingredients can I use with AN ELECTRIC SHAKER BOTTLE?

Our mixers are intended for powdered nutrition and liquid ingredients. Get creative and try adding powdered peanut butter, pre-workout, flaxseed powder, cinnamon and so much more. You could even use your shaker to mix your eggs or baby formula. Do not use solids. If you wish to blend solid foods or ice, check out our Performance Nutrition Blender, MiiXR X7.

Can the ELECTRIC SHAKER BOTTLES be used with hot liquids?

We do not recommend hot liquids in any of our products.

However, because PROMiXX CHARGE is constructed of Tritan, it can be used to make drinks such as a bulletproof coffee. You must allow any hot liquids to cool before adding to you electric shaker bottle, and be sure not to close the lid as the pressure caused by warm liquid could cause the cap to pop open.

Can I use put fruit or ice in my electric shaker bottle?

Our electric shaker bottles are not designed to be used with solid foodstuffs - powdered supplement drinks only. If you would like to blend things like ice, fruit or solid food, please check out MiiXR X7, our Performance Nutrition Blender.

How do I clean my Vortex Mixer?

Add warm water, a drop of detergent, and activate the vortex to self-clean. After, remove motor unit and rinse bottle with warm water.

DO NOT get the motor unit wet.

DO NOT use abrasive sponge or scourer.

ARE PROMiXX PRODUCTS DISHWASHER SAFE?

PROMiXX Electric Shaker Bottles are NOT dishwasher safe. However, the PROMiXX PURSUIT ECOZEN shaker bottle and MiiXR X7 Bottles and Attachments are top rack dishwasher safe.

What is the rpm?

The no-load design RPM on the AA is 7000.
The no-load design RPM on the Pro and Plus is 7400.
When mixing the RPM is significantly less and would typically be 3500 to 5000 RPM for all models.

WHAT IS THE BATTERY LIFE?

See below for typical the battery life for your PROMiXX electric shaker bottle:
 
PROMiXX CHARGE: More than 200 mixes per charge*
PROMiXX PRO & PRO Stainless Steel: More than 90 mixes per charge*
PROMiXX ORIGINAL: This is powered by 2xAA batteries, we recommend using branded high-quality batteries for the best run time.
PURSUIT ECOZEN: Unlimited**
 
* Based on 15 second mixing cycles.
** So long as you didn't skip arm day.

Why isn't DEHP On the packaging? 

ALL PROMiXX products are BPA and DEHP Free, a fact we are proud of. However, the eagle eyed among you might have noticed that on our packaging we only refer to BPA Free, and quite simply it's to do with space on packaging and prioritising our messaging. All our products are manufactured using materials, and process to guarantee they are both BPA and DEHP free. We simply prioritise the BPA mark on our packaging as more consumers are familiar with this, over the DEHP mark.

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