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Search our Knowledge Base for answers to your questions, or read the answers to our most Freqently Asked Questions. View the Additional Help Topics for more general information on shopping, ordering, shipping and more.
Frequently Asked Questions
What is the status of my order?
View instructions on checking the status of your order and get your shipping tracking number by clicking here.
How much does it cost to ship to XXXX?
During checkout simply enter your shipping address and select a shipping option. We will automatically calculate shipping costs for the products you selected.
Are you an authorized internet dealer
Yes. We are fully authorized by
our manufacturers to sell their products.
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 information secure?
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)
Do you sell used or refurbished merchandise?
No. We only sell new and unused merchandise on the internet.
What is your return policy?
ProLite GEAR hopes every product you purchase exceeds your expectations, but realize this may not always be possible. We will accept all new returns within 30 days of delivery.
All Returns and Exchanges must be arranged through our ProLiteGEAR.com Customer Service On-line Authorization Request.
The merchandise must be in new condition and in the original packaging with all of its paperwork. The shipping and handling charges will be refunded only if the item is defective or shipped as a result of our error. You will receive the refund upon our receipt and inspection of the merchandise.
Please allow 10-15 business days to inspect your return and process your refund.
Who pays for customs and tarriffs?
Shipments outside the U.S.A. may be subject to taxes, tariffs, duties:
These costs are your responsibility. 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, ProLiteGear 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 reflected on the shipping paperwork so that I don't have to pay as much customs or tarriffs?
No. Please do not ask us to do this, we will not do it.
Why hasn't my International Order on Hold?
International 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?
Additional bank and billing information may be requested on International Orders if we are unable to fully validate the billing information you provided.
Additional Help Topics
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