My Prufal Account

  • Signing up for a Prufal account

    To sign up for a Prufal account, all you need is an email address, a telephone and a secure password. Once your account is set up, you can buy, and enjoy all the benefits of being an Prufal member. To register visit here

  • Signing in to your account

    After you’ve registered with Prufal, you should sign in to your account whenever you’re looking to buy and sell. Signing in personalizes your shopping experience. It also gives you access to your account, where you can keep track of all your buying and selling activities, items you’ve saved to your watch list, and more.

    Here’s how:

    1. Go to our Login page.
    2. Enter your email address.
    3. Enter your password.
    4. Select Login.

    If that doesn’t work, here are a few things to check:

    1. Make sure Caps Lock isn’t on.
    2. Look for spelling errors.
    3. If you recently changed your email or password, your browser might remember your old information. Try manually entering your new email and password.
    4. If you’re still having problems logging in, you can reset your password.
  • Change your registered email address

    We’ll send notifications about all of your account activity to your registered email address, so it’s important to keep it current.


    If you need to change your registered email address, follow these instructions:


    1. Go to Your Prufal Account.
    2. Go to Edit Account section.
    3. Edit your Registered email address, then enter your new email address.
    4. Review and select continue to save.
  • Change your address

    To change your default address, follow these instructions:


    1. Go to Account and select Your Address Book.
    2. Select Edit.
    3. Enter your new address.
    4. Review your changes and select Continue to save.
  • Change your phone number

    To change your phone number, follow these instructions:


    1. In your Prufal Account, go to Edit Account.
    2. Under Your Personal Details edit your phone number.
    3. Select Continue to finish updating your phone number.

    To change phone number on address go to your address book

  • Changing your password

    Whether you’ve simply forgotten your password and need to reset it, or want to make a change for security reasons, it’s easy to change your Prufal Account password.

    To change your password,follow these instructions:

    1. Go to Your Account.
    2. Select Password or change password.
    3. Enter your new password and verify.
    4. Review and select continue to save.


    You can also change your password if you cant login or access your account. Here’s how: 


    1. Go to Login page.
    2. Select  Forgotten Password.
    3. Enter the email address on the account and select continue.
    4. A confirmation link will be sent to your email address, so check your email inbox or spam.
    5. Click the reset link in your email.
    6. Enter your new password and continue to save.
  • Account holds, restrictions, and suspensions

    If we place a hold, restriction, or suspension on your account, we’ll send you an email explaining what happened and what you need to do to have your account reinstated.

    If we’ve placed a hold, restriction, or suspension on your account, it’s usually for one of the following reasons:

    1. Non-payment of Prufal fees
    2. Not reimbursing Prufal for a refund we made to your buyer
    3. A serious violation of one of our rules and policies
    4. Inability to verify your account information
    5. Accessed by a third party

    How to have your account reinstated

    Getting your account reinstated may be as simple as waiting for a temporary suspension to finish, making changes to your account, or sending us some more information—it depends on the reason we suspended your account.

Payments On Prufal

  • Paying with PayPal

    Paying for items with PayPal on Prufal is simple and secure.

    To pay with PayPal you'll need to have a PayPal account. At checkout ensure the currency is switched to USD and select PayPal as your payment method and enter your account information.


  • Problems paying with PayPal

    At checkout ensure the currency is switched to USD as Paypal doesn't support every currency.

    If you're having other issues paying with PayPal then contact PayPal directly to find a solution.

    You can contact PayPal by selecting Help & Contact on the bottom of any page on the PayPal website.



  • Paying with a credit or debit card

    If you prefer not to use PayPal, credit and debit card payments are accepted.

    You can pay for your items with Visa, MasterCard, Discover Card, and American Express on Prufal.


    How to pay with a credit or debit card

    Here's how to pay using a card:


    1. On the checkout page, choose Credit or debit card, and enter your card details. We secure your card and don't share your card details with the seller.
    2. Review your order, including shipping. Then select Confirm and pay.


    Troubleshooting card payment issues

    If you're having trouble paying with a credit or debit card, check the following:


    1. The card details are correct – Make sure that all details, such as the card number, expiration date, and CVV code, are entered correctly, and check that the name and billing addresses are exactly as they appear on your card statement.
    2. The card is not expired, and has been activated – If your card is out of date it will be declined. If you're using a new card for the first time, make sure it has been activated. If you're not sure how to activate your card, contact your card issuer.
    3. You have insufficient funds – If you don't have enough credit or funds to cover the cost of your order, your payment may be declined. Your payments may also be declined if you've reached your daily transaction limit.
    4. Browser issues – You may be using an older web browser that isn't secure enough for making payments or managing your payment methods. You'll need to update your browser in order to complete your purchase.

    If these troubleshooting steps don't resolve your issue, we recommend trying a different payment method, or contacting your card provider for further assistance.

  • Prufal Gift Cards

    If you don't have a credit card or papal account, you're buying for someone else and aren't sure what they'd like, a Prufal gift card is a great option.

    Prufal gift cards are available in digital and physical versions, and can be used towards the purchase of almost any item on Prufal.


    When you buy something on Prufal, you can apply your gift card at checkout. If the balance on your card is more than the cost of the item, the unused amount will stay on the card.


    If you don’t have enough money on your gift card to cover the cost of an item, you simply need pay the remaining cost using another payment method, such as a credit card or PayPal.


    Buying a gift card

    Digital gift cards are sent via email, and there are plenty of designs and occasions to choose from.

    Physical gift cards are mailed to an address you choose. Many local retailers stock physical gift cards too so you can pick one up anytime.


    Redeeming Prufal gift cards

    When you're ready to use your gift card to pay for an item, simply enter the voucher code on the Gift cards, at checkout or your cart.


    With digital cards, you'll find the code in the email you receive

    With physical cards, you'll need to scratch off the coating from the back of the card to reveal the code


    Gift card restrictions

    Prufal gift cards can't be used to virtual currency, coupons, or other gift cards


  • Coupons and discounts

    You can use your coupon to buy any item on Prufal as long as the offer has not expired and the item you’d like to buy meets all the criteria stated on the coupon.

    Things to remember when using a coupon or discount offer:

    1. Coupons and discount offers are only valid for a limited time so always check the expiry date
    2. You can only use one coupon or offer per purchase
    3. Always check the terms and conditions for full details of the coupon or offer so you know what's included and what's not before you get to checkout

Returning Items

  • Return an item for a refund

    If your item arrives damaged, doesn't match the listing description, or is the wrong item, you can return it for a refund. If you've changed your mind and want to return it, you can ask the seller if they'll accept a return. You can return it even if the seller's returns policy says they don't accept returns.


    Start a return

    To start a return, select the item you want to send back from your order history, or go to returns.

    The Merchant has 3 business days to get back to you. How they respond depends on the reason for your return.

    You can track the progress of your return request by going to your Order history.


    When the seller accepts your return, you'll receive an email to return the item. You'll need to send it back within 5 business days. The Buyer is responsible for shipping charges.


    When you send your item back we recommend using tracked shipping. Adding tracking details to your return helps protect against delays or issues in the refund process. If you use Prufal Express label, tracking details are provided. If you're using a different returns label, you should manually add tracking details to the return.

    When you're sending the item back, repack it carefully, and keep in mind that the condition you send the item back to the seller in is important.


    Get your refund

    Once the Merchant receives the item back from you, or once they've agreed to refund you and let you keep the item, Prufal takes 2 business days to issue your refund. When they do, you'll receive an email letting you know.


    It usually takes 1 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.


    Cancel a return request

    If you've changed your mind about a return, and no longer want to return your item, you can cancel your request. To cancel first message the Merchant notifying them, then contact us via returns@prufal.com with the subject line "Cancel My Return Request" along with your order ID or invoice number. We will email you once everything is processed.

  • Misuse of returns on Prufal

    Abusing returns may result in a range of actions, including issuing warnings to buyers, blocking buyers from requesting returns or refunds, and account suspension.

    Activity that is not allowed includes, but is not limited to:


    Opening duplicate requests using other buyer protection programs

    1. Colluding with a Merchant to wrongly declare an item's value for customs
    2. Filing a chargeback after receiving a refund
    3. Claiming an item was not received when there is proof of delivery to the buyer's address on the Order Details
    4. Falsely claiming an item was not as described
    5. Returning an item other than the original item received
    6. Using or damaging an item and then returning it
  • Ask Prufal to help for buyers

    If you've asked a Merchant to help with a problem and they're not able to resolve it for you within 3 business days, you can ask us to help you out via customer support or our email customercare@prufal.com

    Information you'll need when appealing

    If you want to appeal the decision on a case, you'll need to provide new, additional information to back up your appeal. This can include things like:

    1. Photos showing that the item doesn't match the listing description
    2. Tracking details showing that the seller received the item you returned
    3. Proof that your item was delivered to the wrong address
    4. A copy of a police report, if applicable

Buying On Prufal

  • Your shopping cart

    The Prufal shopping cart lets you save items you want to buy while you continue shopping. When you're ready, you can check out and pay.


  • How to add a product to your shopping cart

    To add an item to your shopping cart, simply select Add to cart beneath the product information.


    To view the items you've previously placed in your cart, select the cart icon at the top-right of the Prufal screen on desktop or the bottom of the Prufal app or mobile site version or visit the cart link here. You can then proceed to checkout, or continue shopping. Until you pay, items in your cart can still be bought by other members so that means stock is not reserved.

  • How to pay for items in your cart

    You can pay for all of the items in your cart together, simply select checkout.

  • How to remove an item from your cart

    If you're no longer interested in an item in your cart, select "X" or Bin icon next to the item to remove it. 

  • Cancel an order

    You can request to cancel an order within an hour of your purchase as long as the seller hasn't dispatched it yet. If it's been longer than an hour, you can still contact the seller and ask them if they can cancel your order for you.


    If you need to cancel your order, let the seller know as quickly as possible. If the seller has already shipped your order they won't be able to cancel it for you.


    If the seller agrees to cancel the order, they have 10 days to refund you through the same method you used to pay. It usually takes 3 to 5 business days for Prufal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

    To cancel an order follow these steps:

    1. Go to the Merchant Seller page or product page and open an enquiry
    2. Explain to the seller why you need to cancel, and select Send.
    3. We'll then send a confirmation of cancellation to your registered email address
  • Paying with PayPal

    Paying for items with PayPal on Prufal is simple and secure.

    To pay with PayPal you'll need to have a PayPal account. At checkout ensure the currency is switched to USD and select PayPal as your payment method and enter your account information.


  • Problems paying with PayPal

    At checkout ensure the currency is switched to USD as Paypal doesn't support every currency.

    If you're having other issues paying with PayPal then contact PayPal directly to find a solution.

    You can contact PayPal by selecting Help & Contact on the bottom of any page on the PayPal website.



  • Paying with a credit or debit card

    If you prefer not to use PayPal, credit and debit card payments are accepted.

    You can pay for your items with Visa, MasterCard, Discover Card, and American Express on Prufal.


    How to pay with a credit or debit card

    Here's how to pay using a card:


    1. On the checkout page, choose Credit or debit card, and enter your card details. We secure your card and don't share your card details with the seller.
    2. Review your order, including shipping. Then select Confirm and pay.


    Troubleshooting card payment issues

    If you're having trouble paying with a credit or debit card, check the following:


    1. The card details are correct – Make sure that all details, such as the card number, expiration date, and CVV code, are entered correctly, and check that the name and billing addresses are exactly as they appear on your card statement.
    2. The card is not expired, and has been activated – If your card is out of date it will be declined. If you're using a new card for the first time, make sure it has been activated. If you're not sure how to activate your card, contact your card issuer.
    3. You have insufficient funds – If you don't have enough credit or funds to cover the cost of your order, your payment may be declined. Your payments may also be declined if you've reached your daily transaction limit.
    4. Browser issues – You may be using an older web browser that isn't secure enough for making payments or managing your payment methods. You'll need to update your browser in order to complete your purchase.

    If these troubleshooting steps don't resolve your issue, we recommend trying a different payment method, or contacting your card provider for further assistance.

  • Prufal Gift Cards

    If you don't have a credit card or papal account, you're buying for someone else and aren't sure what they'd like, a Prufal gift card is a great option.

    Prufal gift cards are available in digital and physical versions, and can be used towards the purchase of almost any item on Prufal.


    When you buy something on Prufal, you can apply your gift card at checkout. If the balance on your card is more than the cost of the item, the unused amount will stay on the card.


    If you don’t have enough money on your gift card to cover the cost of an item, you simply need pay the remaining cost using another payment method, such as a credit card or PayPal.


    Buying a gift card

    Digital gift cards are sent via email, and there are plenty of designs and occasions to choose from.

    Physical gift cards are mailed to an address you choose. Many local retailers stock physical gift cards too so you can pick one up anytime.


    Redeeming Prufal gift cards

    When you're ready to use your gift card to pay for an item, simply enter the voucher code on the Gift cards, at checkout or your cart.


    With digital cards, you'll find the code in the email you receive

    With physical cards, you'll need to scratch off the coating from the back of the card to reveal the code


    Gift card restrictions

    Prufal gift cards can't be used to virtual currency, coupons, or other gift cards


  • Coupons and discounts

    You can use your coupon to buy any item on Prufal as long as the offer has not expired and the item you’d like to buy meets all the criteria stated on the coupon.

    Things to remember when using a coupon or discount offer:

    1. Coupons and discount offers are only valid for a limited time so always check the expiry date
    2. You can only use one coupon or offer per purchase
    3. Always check the terms and conditions for full details of the coupon or offer so you know what's included and what's not before you get to checkout

Shipping & Tracking Items

  • Tracking your item

    You can follow your package online all the way to your shipping address when the Merchant uploads tracking information.


    Once the Merchant  ships your item, you can keep track of its progress on its way to you. If your seller is using a tracked shipping service, you’ll be able to view carrier information as well as your order’s current location. If your item isn’t sent with tracking, should display an expected delivery date for your package.


    You can also check your order’s delivery status in your order history. Then select the product you want to track.

  • International purchases and shipping

    International Buyers

    When purchasing from overseas other than Jamaica, keep in mind that international shipping can cost more, and possibly take In some cases, you may also have to pay import charges. These charges are generally based on the item’s price, weight, dimensions, and country of origin, as well as any local taxes, duties, and fees.


    International Merchants

    When purchasing from an overseas seller, delivery possibly take longer to get to you, than when you buy from a local seller. In some cases, you may also have to pay import charges. Again these charges are generally based on the item’s price, weight, dimensions, and country of origin, as well as any local taxes, duties, and fees.

  • Prohibited items

    Any item that is prohibited on Prufal can’t be sent using International Shipping

    1. Obscene material
    2. Child pornography
    3. Hate propaganda
    4. Narcotics (including controlled substances)
    5. Currency (including bank notes, stocks, bonds, coupons, credit cards, unused travellers cheques, securities, certificates, and other negotiable items)
    6. Weapons (including firearms, knives, etc.)
    7. Tobacco
    8. Medical materials
    9. Biological specimens
    10. Perishable items
    11. Liquids, liquefiable substances, and powders
    12. Animals
    13. Human body parts
    14. Plants
    15. Batteries (excepting those that come included with consumer electronics such as AA, C, Li-ion batteries)
    16. Radiological devices
    17. Dangerous goods
    18. Alcohol, including samples
    19. COD shipments
    20. Furs, fur clothing, fur-trimmed clothing
    21. Jewelry, gold, or any other precious metals (whether manufactured or non-manufactured) that are subject to delivery service and/or customs restrictions
    22. Live, replica, or inert munitions
    23. Fine arts
    24. Cosmetics (including perfume)
    25. Parcels that exceed maximum package size and/or weight limits imposed by global service provider
    26. Any type of air, gas, or liquid in a compressed container
    27. Lasers
    28. Radar busters
    29. Bows, crossbows, arrows
    30. Seeds
    31. Chemistry sets
    32. Nutritional supplements, nutraceutical
    33. Plant fertilizers, nutrients