Prom tracking
How to track my Prom package?
To track a Prom package, make sure you have the tracking number provided by the sender or the retailer. This unique code gives you access to all the information related to your shipment.
Enter this number in the search field and confirm. The most recent tracking data will be displayed automatically.
A detailed timeline then traces your package's journey: current location, completed transit stages, and estimated delivery date. This information is updated at each new stage, allowing you to follow your shipment's progress in real time.
About Prom
Prom.ua is Ukraine's largest online marketplace that connects hundreds of thousands of sellers with millions of buyers across both B2B and B2C segments. The platform was founded in 2008 by three Ukrainian programmers and is headquartered in Kyiv, Ukraine. It handles over 70,000 daily purchases with more than 100 million products listed.
How to contact Prom?
If you are experiencing issues with the delivery process managed by Prom, please do not hesitate to contact their customer support.
What is Prom?
Prom.ua is Ukraine's largest online marketplace, operating as both a B2B and B2C platform that connects hundreds of thousands of sellers with millions of buyers across the country. The platform functions simultaneously as a product catalog and a full-featured storefront builder, giving sellers the tools to establish a professional online presence without deep technical knowledge. A local saying captures this breadth well, describing the platform as selling everything from a toothbrush to a combine harvester, a reference to its coverage of both everyday consumer goods and heavy industrial equipment.
Prom.ua was founded in 2008 by three Ukrainian programmers, Mykola Paliienko, Denys Horovyi, and Taras Murashko. The original concept was not a marketplace but an online website builder designed to help Ukrainian businesses establish a presence on the internet. The early model drew inspiration from Alibaba and was aimed at the B2B segment, at a time when Ukrainian internet commerce was still in its earliest stages. Just six months after launch, the company attracted a foreign investor who purchased equity for $1 million, which enabled rapid scaling. As buyer demand grew, management expanded the platform into three distinct segments covering products for companies, products for end consumers, and services.
- Founded: 2008, by Mykola Paliienko, Denys Horovyi, and Taras Murashko
- Headquarters: Kyiv, Ukraine
- Parent company: EVO group
- Platform type: Online marketplace serving both B2B and B2C buyers and sellers
- Market position: 1st in the "E-commerce and Shopping" traffic category in Ukraine, 13th in overall national internet traffic
- Monthly visitors: Between 30 and 52 million
- Registered sellers: More than 700,000
- Products listed: Over 100 million
- Daily purchases: More than 70,000
- Contribution to EVO group: Approximately 60% of total group profit
By 2017, Prom.ua was recording 372 million annual visits. By 2019, that figure had reached 542 million, and total platform sales volume had grown to 24 billion Ukrainian hryvnias, up from 15.3 billion in 2017. A significant development came in November 2018 when Prom.ua's parent company EVO completed a merger with Rozetka, Ukraine's other leading e-commerce platform, creating a combined entity with 2 billion site visits per year and 30 million annual transactions. The company describes the platform as handling roughly every third online purchase made in Ukraine.
The platform's resilience was tested sharply during 2022, when Russia's full-scale invasion of Ukraine created severe economic disruption across the country. Despite the conflict, Prom.ua recorded a 20% year-over-year increase in sales volume during that year, with net profit quadrupling over the same period. Order volumes remained within 10% of pre-war levels, and the average order value grew by approximately one third, driven largely by surging demand for generators, camping equipment, and military supplies. This period demonstrated the degree to which the platform had become embedded in daily Ukrainian commerce.
Which countries does Prom deliver to?
Prom.ua is a Ukraine-specific marketplace and does not operate as an international platform. The entire delivery infrastructure is built around Ukrainian carriers, and both the seller and buyer base are overwhelmingly domestic. Shipments made through Prom.ua travel exclusively within Ukrainian territory, with no cross-border shipping workflow built into the platform's standard order process. Within Ukraine, the platform reaches all regions of the country through integrations with Nova Poshta, Ukrposhta, Justin, and Delivery-Auto.
Coverage within Ukraine is extensive, though not uniform in distribution. Kyiv and the surrounding Kyiv region account for a disproportionately large share of the platform's buyer base, representing 30 to 40% of all customers. Other major urban centers such as Kharkiv, Dnipro, Odesa, and Lviv follow in purchase volume, while smaller towns and rural areas are served primarily through the Ukrposhta national postal network. The 2018 EVO-Rozetka merger added Rozetka's physical pickup point network to the available last-mile options, broadening access for buyers in additional localities across the country.
- Ukraine (nationwide): Full geographic coverage through Nova Poshta, Ukrposhta, Justin, and Delivery-Auto branch networks across all oblasts
- Kyiv and Kyiv region: 30 to 40% of the platform's buyer base, with the densest carrier branch coverage and fastest available delivery times
- Major cities: Kharkiv, Dnipro, Odesa, Lviv, and other large urban centers with full carrier branch presence
- Smaller towns and rural areas: Served primarily through Ukrposhta's national postal network, with Nova Poshta branches in an expanding number of locations
- International: Not available through the standard Prom.ua platform workflow
The EVO group's approach to regional commerce is to operate separate country-specific marketplace platforms rather than routing shipments across borders through Prom.ua itself. A distinct marketplace operates in Kazakhstan and another in Belarus, each functioning independently as a national platform within the EVO portfolio. Sellers based in Ukraine who need to ship internationally must arrange this outside the standard Prom.ua workflow, typically through Ukrposhta's international postal services or Nova Poshta's international division.
What are the Prom services and delivery times?
Prom.ua does not operate its own logistics infrastructure and relies entirely on partnerships with established Ukrainian carriers. The platform integrates these carriers into the checkout process, allowing sellers to configure which delivery options they offer and buyers to select a method at the time of purchase. Each carrier operates under its own service standards, tariff structure, and geographic coverage, with Prom.ua functioning as the coordination layer between seller, buyer, and carrier.
- Nova Poshta: Ukraine's leading private express carrier, offering branch-to-branch and door-to-door delivery with intercity delivery typically within one to three business days; the most widely used option on the platform
- Ukrposhta: Ukraine's national postal service, providing broader geographic reach at generally lower cost, with typical delivery times of three to seven business days for domestic shipments
- Justin: Express delivery operator and official partner for the free nationwide delivery program launched in December 2019, with intercity delivery speed comparable to Nova Poshta
- Delivery-Auto: Additional logistics partner offering intercity cargo and parcel delivery services
- Courier delivery: Direct door-to-door delivery to the buyer's address, arranged through the seller or carrier
- Pickup at seller location: Buyer collects the order directly from the seller's physical address or store, bypassing carrier handling entirely
For shipments handled by Nova Poshta, intercity delivery within Ukraine typically takes one to three business days. Same-day or next-day delivery may be available in Kyiv and other major cities where Nova Poshta operates a particularly dense branch network. Ukrposhta generally takes three to seven business days, reflecting its position as a cost-efficient option for non-urgent domestic shipments rather than an express service. Justin's delivery times for intercity routes are broadly comparable to Nova Poshta's performance.
The total time from order placement to delivery also depends on the seller's own dispatch speed before handing a parcel to a carrier. This processing time varies by seller and is not governed by a platform-wide standard. Prom.ua does not offer a guaranteed delivery date service under its own branding, and weekend availability depends on the carrier chosen, with Nova Poshta operating at many branches on Saturdays.
What are the Prom rates and maximum dimensions accepted?
Shipping rates on Prom.ua are not set by the platform itself. Pricing is determined by the carrier chosen at checkout and calculated based on a combination of parcel weight, volumetric dimensions, the distance between sender and recipient, and the service tier selected. Sellers typically pass carrier costs directly to buyers, though some sellers choose to absorb shipping costs as a promotional measure, offering free delivery on their listed products.
In December 2019, Prom.ua launched a free delivery program in partnership with Justin, providing buyers with a no-cost shipping option for qualifying products listed on the platform. Prom.ua also operates PromPayment, an escrow-style payment service that charges sellers a transaction fee of 0.5% of the transfer amount plus a fixed per-transaction charge for catalog orders. A slightly higher combined rate applies to orders placed through individual seller storefronts. These fees cover payment processing rather than physical delivery and are charged to sellers rather than to buyers.
- Carrier-based pricing: Rates for Nova Poshta, Ukrposhta, Justin, and Delivery-Auto are set by each carrier individually, calculated on weight, volumetric dimensions, and distance between sender and recipient
- Free delivery program: Available for qualifying products under the Justin partnership program launched in December 2019
- PromPayment transaction fee: 0.5% of the transfer amount plus a fixed per-transaction charge for catalog orders, with a higher combined rate applying to orders placed through individual seller storefronts
- Weight and dimension limits: Defined by each individual carrier's published tariff structure; no platform-wide universal cap applies across all carriers
Because weight and dimension limits are determined by each carrier rather than by Prom.ua, buyers and sellers should consult the specific carrier's published guidelines when shipping heavy or oversized items. Nova Poshta and Ukrposhta each maintain their own size and weight restrictions within their respective tariff structures, which govern all shipments made through those carriers regardless of which platform the order originated from.
What are the Prom delivery options?
Buyers on Prom.ua can choose between several delivery and reception methods depending on the carriers a given seller has configured and the buyer's location. The most widely used method across Ukraine is branch pickup, where a parcel is delivered to the buyer's nearest carrier branch and held for collection. The buyer receives a notification by SMS or mobile app when the parcel is ready and collects it at their convenience within the carrier's specified holding period.
- Branch pickup: Parcel delivered to a Nova Poshta, Justin, Ukrposhta, or Delivery-Auto branch and collected by the buyer upon notification
- Home/courier delivery: Direct delivery to the buyer's address, available through most carriers at standard or additional cost depending on the carrier and seller configuration
- Rozetka pickup points: Free delivery to Rozetka's physical retail and pickup network, available following the 2018 EVO-Rozetka merger
- Cash on delivery: Payment made upon physical receipt of the parcel, supported across the platform and widely preferred by Ukrainian buyers who wish to inspect goods before paying
- PromPayment escrow: Funds held until delivery is confirmed, protecting the buyer against non-delivery or misrepresentation by the seller
- Pickup at seller location: Buyer collects the order directly from the seller's physical address, with no carrier involvement required
For orders processed through PromPayment, funds are held until delivery is confirmed, which adds a layer of financial protection during the transaction. If a parcel cannot be delivered on a first attempt at a home address, the standard procedure for the relevant carrier applies. This typically means the parcel is transferred to the nearest branch and held for a defined period before being returned to the sender if the buyer does not collect it.
What should I do if my Prom parcel is lost or damaged?
Prom.ua operates a Buyer Protection Programme that provides refunds in cases involving seller fraud, non-delivery, or goods that arrive in a condition that does not match their listed description. In documented cases, the platform has issued refunds following dispute resolution processes, though user reports indicate that resolution speed and consistency vary considerably depending on the specifics of the case. Customer service response time is cited by available sources as averaging under 24 hours.
- Buyer Protection Programme: Formal refund mechanism covering non-delivery, seller fraud, and goods that do not match their listed description
- PromPayment protection: For orders processed through PromPayment, funds remain in escrow until delivery is confirmed, reducing the buyer's financial exposure before receipt
- Contact timing: Customer service response time averages under 24 hours according to available sources
- Refund eligibility: Documented cases confirm that refunds have been issued following disputes, though outcomes and resolution timelines vary by case
- Carrier claims: For parcels lost or damaged in transit, separate claims processes apply through the specific carrier used for the shipment, as Prom.ua does not manage carrier liability directly
The platform's Trustpilot profile carries a rating of 1.7 out of 5 stars across 63 reviews, with 76% of reviewers awarding a single star. The most commonly cited complaints relate to insufficient platform oversight of fraudulent sellers, slow moderation processes, and support quality. A portion of reviewers note that the platform did ultimately issue refunds after disputes were pursued. Specific documentation requirements, formal deadlines for filing disputes, and the full procedural steps of the Buyer Protection Programme were not publicly detailed in the sources available at the time of writing.
Does Prom handle international shipments and customs formalities?
Prom.ua does not offer international shipping as part of its standard platform workflow. The marketplace is built for domestic Ukrainian commerce, and its carrier integrations with Nova Poshta, Ukrposhta, Justin, and Delivery-Auto are all configured for delivery within Ukrainian territory. No dedicated cross-border shipping service, customs clearance process, or international tariff structure is available through the Prom.ua ordering system, and no prohibited items list for international shipments is published under the platform's own documentation.
Sellers based in Ukraine who need to ship internationally must arrange this independently, outside the standard Prom.ua order flow. This would typically involve using Ukrposhta's international postal services or Nova Poshta's international division, both of which operate international shipping under their own terms and procedures. The EVO group manages regional e-commerce through separate country-specific marketplace platforms rather than enabling cross-border trade through Prom.ua itself. A distinct marketplace operates in Kazakhstan and another in Belarus, each functioning independently as a national platform within the EVO portfolio.
Understanding tracking statuses
When tracking a Prom.ua order, the status updates shown reflect the state of the shipment as reported by the carrier handling the parcel. Prom.ua does not operate a proprietary end-to-end tracking system. Instead, tracking information is drawn from whichever carrier was selected at checkout, whether Nova Poshta, Ukrposhta, Justin, or another partner. Third-party tracking platforms aggregate these carrier-level updates into a standardized set of statuses that represent the key stages of the shipment's journey from dispatch through to final delivery or return.
| Status | Description |
|---|---|
| Out for Delivery | The parcel has been dispatched from a sorting center or carrier branch and is currently en route to the recipient's address or designated pickup location. This status indicates that the final delivery attempt is underway and the parcel should arrive within the same day in most cases. |
| To Collect | The parcel has arrived at a post office, carrier branch, or designated pickup point and is waiting for the recipient to collect it. A notification is typically sent by SMS or mobile app when this status is reached. The holding period before return to sender varies by carrier. |
| Delivered | The parcel has been successfully received by the recipient, either at their address or at the designated collection point. For orders processed through PromPayment, this status triggers the release of the escrowed payment to the seller. |
| Returned | The parcel could not be delivered and has been sent back to the original sender. This typically occurs when the recipient did not collect the parcel within the carrier's holding period, or when a home delivery attempt failed and was not followed up by the recipient. |
| Cancelled | The delivery process was terminated before the parcel reached the recipient. This status may reflect a cancelled order, a failed shipment initiation, or another interruption to the delivery workflow before the parcel entered active transit. |
Where can I find my Prom tracking number?
The Prom tracking number is automatically sent when your package is shipped. As the recipient, you receive it by email, SMS, or directly on the order confirmation page of the retailer's website.
If you cannot find it in your notifications, log in to your customer account on the website where you placed your order. The tracking number can be found in your order history or in the section dedicated to ongoing deliveries.
Once you have this number, enter it in the search field to check your delivery progress and estimated arrival date.
Why isn't my Prom package moving in the package tracking history?
When your Prom package tracking hasn't updated for several days, several factors may explain this delay: customs formalities for international shipments, logistical incidents, or simply a delay in updating the information.
Before taking any action, verify that the delivery address provided during the order is correct. An error or incomplete information can slow down the shipping process. If the delay persists beyond the announced timeframe, contact Prom customer service or the sender with your tracking number on hand. They will be able to precisely locate your package and, if necessary, open an investigation to determine the cause of the delay.
When I track my Prom package, why does it show as "returned"?
A "returned" status means that the package has been sent back to the sender. Several situations can explain this return:
The delivery driver was unable to identify the recipient due to an incorrect, illegible, or incomplete address missing essential information (apartment number, access code, etc.).
After several unsuccessful attempts and in the absence of collection within the allotted time, the package is automatically returned to its origin point.
The recipient did not collect the package from the post office or pickup point within the holding period, usually 15 days.
For international shipments, missing or incomplete documents or an incorrect value declaration can result in customs clearance refusal and the return of the package.
If your package shows this status, contact the sender or Prom customer service to find out the exact reason for the return and agree on a solution: a new shipment or refund according to the seller's terms.
Why does the Prom parcel tracking timeline indicate that my order cannot be found?
If no information appears when tracking your Prom package, several causes are possible:
Make sure that the number entered matches exactly the one provided by the sender. A single character error prevents the package from being identified.
Tracking information is only available once the package has been picked up by Prom. A delay of 24 to 48 hours may occur between the notification being sent and the first status update.
Temporary malfunctions can sometimes affect the online tracking system. In this case, try again later or contact Prom customer service for assistance.