How to request your client's pre-paid return label (Non-US clients only)

For non-US clients, request a pre-paid return label directly from your PromicsEdge account. Some countries are not eligible — see the full list of ineligible countries.

Note: US kit orders include a pre-paid return label inside the kit box. See our returns guide for details.

Important: Unless a specific expiry date is indicated, pre-paid return labels are valid for 30 days. Confirm your client is ready to send their kit back before requesting a label. If a label expires before it's used, a new one must be purchased.

Steps to Request a Return Label

1. Log into your PromicsEdge account.
2. On your My Clients page, find the client who needs a return label.
3. Select the three dots to the right of their name.
4. Select Request Return Label.

5. You're taken to the return label request page.
6. Confirm the correct client is selected under For Client. Use the dropdown to change if needed.

7. Review your client's details (country, phone number, etc.) under Sender Details. These appear on the return label, so make sure they're current.

8. Once verified, select Request Return Label.

Receiving the Label

The label is emailed within 3–5 business days.

• Connected clients receive the label directly at their registered email address.
• Created clients (who don't have access to their own account): the label is sent to your PromicsEdge email address, and you forward it to the client.

If you have any questions, contact support@promicsedge.com.