1) Go to http://www.ProLiteGEAR.com
2) Login using your email address and password you used to create the
3) Our Account Access screen will be displayed.
4) Click on "Order History".
5) Your Order History will be displayed along with the current status.
6) To get the your tracking number click on the order number.
7) The Order will be displayed. If the order has shipped, Shipment
Information will appear at the bottom of the screen. Click the
"Shipment ID" to view the details for that shipment.
8) Look at the "Tracking Number:" field to get your tracking number.
9) Copy that number and visit the carriers website
During checkout, enter your shipping address and select
shipping option. We will automatically calculate shipping costs for the
products you selected before you have to enter your credit card
Expected arrival dates are for domestic orders placed Monday-Friday.
For FedEx shipments, click the following link and place the zip code 59715 in the box CLICK HERE
** Place your order by 12 noon Mountain time
Monday through Thursday for next-day delivery.
*** Place your order by 12 noon Mountain time
Monday through Friday. 2-Day deliveries are not delivered on Saturday or Sunday. For Example If you order a 2-day on a Thursday you will receive your order the next Monday.
If expected arrival date falls on a holiday, the next day will become
the estimated arrival date.
Estimated Arrival Dates Do Not Apply to:
Deliveries to Alaska, Hawaii, PO boxes
and rural areas
Deliveries made to U.S. territories, APO, FPO and
Items that must be sent by ground-shipping only: hazardous,
flammable and oversize items as noted in the product information
Items that are out-of-stock at the time of ordering
Estimated arrival dates are not
guaranteed. Weather delays and other unforeseen circumstances may
impact delivery time.
Some items require a signature for delivery.
For shipping-related questions, please contact us directly
at info (at) prolitegear.com.
Shipments outside the U.S.A. may
be subject to taxes, tariffs, duties:
These EXTRA fees are YOUR responsibility and must be paid upon receipt
of the shipment. The rules for these fees vary by country, and your
local government determines the duty and customs charges. Customs
procedures may delay shipments. ProLite Gear does not discount
prices or mark orders as "Gift" so that the
charges are deferred. These costs are not included in shipping charges.
If an international package is refused and sent back, ProLite Gear will
refund the cost of the product only. Shipping charges incurred before
or after the refusal are not refunded.
Will you mark the item as
a gift or reduce the amount
on the shipping paperwork so that I don't have to pay as much customs
No. Please do not ask us to do this, we will not do it.
What shipping method is
used for international orders?
We ship international orders using USPS or FedEx. You can select which you prefer, but for some products we can only ship USPS due to the package size.
Why hasn't my
International Order Shipped?
Orders are subject to a 3-4 day delay while credit card information is
verified. Additional bank and billing information may be requested.
I placed an International
Order, why are you
contacting me for additional billing information?
bank and billing information may be requested on International Orders
if we are unable to fully validate the billing information you provided.
How do I make a return or exchange?
If you would
like to return/exchange your items please reference Order Returns below
We ask that our customers pay for
return shipping back to us.
only pay for return shipping as a result of shipping errors on our
part. If you are interested in an exchange, we will then cover the cost
of shipping back to you.
What if my product becomes damaged
or is defective?
using your item(s) and your product becomes damaged or is defective,
please contact the manufacturer directly to see if it falls under their
warranty. We will not cover the shipping costs to the manufacturer.
USPS does not ship on the following holidays as well
If placing your order with FedEx or USPS shipping and you would like to receive your package in time for Christmas, please place your order on or before December 14 to ensure arrival. FedEx Express shipping is available with Two-day or Overnight options if you would like to receive your package in time for Christmas after December 14.
If you place separate orders on similar dates, we will combine the orders to cut down on shipping unless specified. If you have placed an order under $50 and were charged for shipping and you place another order that puts the total of the two orders combined over $50, we will credit you for the shipping charge.
site updates within seconds when a product goes out-of-stock. We are
not able to create individual future orders for out-of-stock products.
Though we do
our best to make sure the
products we offer are always available, we occasionally sell
out of particular items and are unable to fill your order. In this case
we will contact you immediatley.
Sale prices on out-of-stock items
Sale prices are for items that we
currently have in stock. If you come upon an item
that reads "out of stock" the sale price will not be covered on these
If you need to cancel an order after it
has already gone through, please email us at firstname.lastname@example.org. Our business hours are M-F 9:00
am to 5:00 pm Mountain Time. If your order
has already been shipped, you can either refuse the package or send it
back marked "Return to Sender." Once we receive the package back we
will credit your account. You will receive an email verifying your
We are committed to offering the best in performance lightweight outdoor gear, clothing and footwear at competitive prices. The brands and styles we carry offer excellent craftsmanship and fair pricing, and we check our prices frequently to ensure that you are receiving outstanding value on your purchases. If you find a lower price, you're covered under our Price Match Guarantee: If you find an identical product (ie, the same size, color, season, etc.) offered by another US authorized online retailer, we will match their price. Simply contact us before your purchase by email: email@example.com. Provide us with the link to the competitor's product and we will respond to your request.
The Fine Print
Everyone hates fine print so
we have tried to keep it simple. To qualify for the Price Match,
your purchase must meet the following conditions:
Price Matches may only be honored on identical items (the
same size, color, season, etc.) we currently have in-stock.
We do not match "personal discounts" (member price, coupon
codes, club price, etc.) available to you from the competitor.
The advertised price on the product page on the
competitors website is the price that will be considered for pricematch.
The product must be brand new and currently in-stock on
the competing online dealer's website.
Price match cannot be combined with any of our other
The competing online retailer's principle business must be
in the United States.
The competing dealer must be an authorized US online
retailer for the
brand. This means that the manufacturer lists this dealer as an
authorized and official retail web site. If you are unsure of whether
you are dealing with an authorized online retailer, contact the
Limited to one time per order only.
we are unable to verify that the above conditions have been met, we
will notify you that we require additional information to verify the
Price Match. In most cases, we can approve the Price Match request
the same day.
RETURN POLICY: ProLite Gear hopes
every product you
purchase exceeds your expectations, but realize this may not always be
possible. If you are not 100% satisfied just give us a call and we will work to make things right, but our official policy is that we will accept all new returns within 30 days of purchase.
All Returns and Exchanges must be
arranged through our ProLiteGEAR.com Customer Service On-line
The merchandise must be in new
condition and in the
original packaging with all of its paperwork. All hang tags must be
included in the return. Items returned without the original packaging
and hang tags are subject to a 15% restocking fee or denial of return.You will receive the refund upon our receipt and
inspection of the merchandise.
In order to protect our customers, Returns on most climbing gear will not be accepted unless directed by a ProLite Gear employee .
these simple steps.
1. Login to your Account
2. Go to Account Information, go to Order
Returns, find your order,
choose the items to return and print your packing list.
3. Pack the list inside of your
package with the item(s) to return.
4. Send your return package
with your choice of carrier.
should be sent to the
contact us at firstname.lastname@example.org with any questions,
available during our hours Mon-Fri:
9:00am-5:00pm Mountain Time
can take up to two weeks for return packages to reach us and to be
checked in (additional time may be needed after weekends and holidays).
Once your return is checked in, please allow 3-4 business days for your
bank to register the credit onto your account. As soon as your package
is checked in, you will be notified via email.
easiest to handle an
exchange as a separate invoice from the original order.
We suggest that if you are wanting to receive your item(s) quickly,
please place a NEW ORDER for the items you would
like and then follow our returns
procedure. Your return will be credited to your
credit card when it's received. Any new order will be a new charge.
If you do
not want to have a new charge
on your card, you may send back the return following our returns
Please keep in mind that there is
a possibility that the item you need
will go out-of-stock before we receive your package.
you receive a product that was damaged in shipping, please contact us
as soon as possible. Please have your invoice number ready, which can
be found on the packing
we have the same product in stock, we can send you a replacement
product, and provide you with a pre-paid shipping label for the return.
Please contact us by email email@example.com
for further help.
Will you share my
information with other companies?
We will not share any customer information, including your email
address, with other companies.
Is my credit card
All purchase transactions are conducted over an encrypted connection
using Secure Sockets Layer (SSL). Your web browsers will indicate that
a secure connection is in place during the checkout process. (look in
the status bar at the bottom of your screen)
ProLite Gear has chosen to carry
gear by top manufacturers;
we understand that an item may become defective upon usage. If after
using your item(s), your product(s) becomes damaged or is defective,
please contact the manufacturer directly to see if it falls under their
warranty. If need be, we can provide you with the manufacturers contact
information. Please look below and under Manufacturers Phone Numbers.
We will not cover the
shipping costs to the
manufacturer or to us.