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

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

For non-US clients, you can request a pre-paid return label through your PromicsEdge account. Some countries are not eligible for pre-paid return labels — see the full list here.

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

Steps to Request a Return Label

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

  1. You'll be taken to the return label request page.
  2. Confirm the correct client is selected under For Client. Use the dropdown to change if needed.

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

  1. Once verified, select Request Return Label.

Receiving the Label

The label will be 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. You can then send it to the client.

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

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