Support

WE'RE HERE FOR YOU!

It is our goal to provide you with a great customer service experience. We have provided answers to commonly asked questions below.

FREQUENTLY ASKED QUESTIONS

Can't find what you're looking for? Please.

 

Please note that charges to your credit card will appear as "Prolite International, Inc.".

SAFE SHOPPING GUARANTEE + SHOP PAY INSTALLMENTS

We guarantee that every transaction you make will be 100% safe. This means that you will pay nothing if unauthorized charges are made to your card as a result of shopping with us.

We accept VISA, MasterCard, and American Express credit cards. Our secure server encrypts all submitted information. Just enter your credit card information as directed during our checkout process.

Please note that charges to your credit card will appear as Prolite International, Inc .

We offer the option to pay for your order over time with Shop Pay Installments. Select Installments at checkout to split your purchase into multiple interest-free payments over time. Choose a plan that works for you. No fees ever, no impact on your credit score. Learn more.

PROMOTIONS & DISCOUNTS

From time to time Prolite.com may have promotions and discounts available. The best way to take advantage of these special offers is to sign up on to receive our newsletter. Right now, a 10% off promo code will be mailed to first time subscribers. We are also currently offering a Free gift on all orders over $100. This Free gift can not be used with first order discount codes and will void the free pricing. You must choose either a Free gift or a discount code. (Discounts and Free gifts can combine from 11/25 through 12/2 for our BFCM promotion.

Promotions are available while supplies last and are subject to change at any time.

We are currently offering free shipping on all orders over $75. Free shipping excludes Hawaii and Alaska.

You can sign-up for our newsletter in the footer below to receive a 10% off promo code.

PRICING & SALES TAX

Orders shipped to California will be subject to sales tax. Orders shipped to all other states will not be charged sales tax. Please note that laws vary from state to state. Your state may require you to declare online/mail order purchases and pay sales tax to them directly.

SHIPPING SERVICES

We use FedEx as our shipping carrier of choice. We do not ship bags to PO boxes, but may be able to ship smaller items depending on location. Large travel coffin bags require a street address to ship.  If your location requires a different method of shipping please call (800) 227-3475 and we'll try to help you out.

Orders generally ship on the same day they are placed. However, if an order is placed after 4pm PST, the order may ship on the following business day.

 

US STANDARD or FREE CHECKOUT SHIPPING TIMES

West Coast: 1-2 business days.

Central US: 2-3 business days.

East Coast: (Southern) 4 business days. (Northern) 4-5 business days.

Orders are shipped out the same day if placed before 4pm PST.

Please note that standard shipping methods do not have guaranteed delivery dates like expedited options. There is a small chance the delivery times above can shift a day late and in some cases arrive a day early.

Expedited Shipping Times

Please consider that all expedited shipping options are delivered in business days. For example, Overnight and Two Day shipping options placed on a Friday will be delivered the following Monday (overnight) and on Tuesday (two day). If you need an item to be delivered on a weekend please contact us at (800) 227-3475 to make arrangements for Saturday delivery.

SHIPPING RATES

Our shipping rates are based on your order total. Please see the table below for more information.

Please note that certain oversized items such as board bags may have an additional shipping charge for HI and AK. We currently do not offer shipping to Puerto Rico or US Virgin Islands.

30-DAY RETURN POLICY

If you would like to return your prolite.com online purchase for any reason, you may return the goods within 30 days of the original purchase date for a full refund. We extend our return window to 60 days during the holiday's (November-December).

You can submit a return request HERE.

(If your product has a manufacturing defect, please refer to our warranty policy to return your product)

We can only accept returns for products purchased in the USA directly from prolite.com. If you purchased from a different online store or a retail store, please refer to your receipt and contact that retailer.

If you would like to exchange a product for a different size or color, please follow the return policy and instructions. You may purchase the new item you want immediately to ensure the item is in stock. Your original purchase will be refunded when we receive your returned product.

Product must be returned unused in its original packaging. If an item is determined to be used we will not issue a refund and will send the item back to you.

We cannot assume responsibility for misdirected, lost or damaged shipments. Return shipments should be sent with a traceable shipping service such as UPS or FedEx.

Customers are responsible for return shipping costs.  If we sent you the wrong product by mistake, we will pay for your return shipping and ship the correct product back to you free of charge. Please include a note with your product highlighting this mistake.

The amount refunded excludes any shipping paid on the original purchase.

Refunds will be issued to the original payment card. We will refund your card as soon as we approve the return.  Please note that refunds typically appear on credit card statements one full billing cycle from the refund date.

WARRANTY RETURN INSTRUCTIONS

1. Send an email to customerservice@prolite.com and include your order number or proof of purchase from a retail store, the reason for your return and images of the item. Include at least one image of the whole product and one closeup of the warranty area.
2. Please note that return requests can take 24 to 48 hours.
3. If the product is determined to be covered under our 2 year warranty you will be given a Return Number and shipping instructions.
4.  Once the product is received at Pro-Lite we will either send a replacement or have the item repaired and then sent back.

2-YEAR LIMITED WARRANTY

Pro-Lite offers a 2 year limited warranty from the time of initial purchase against manufacturing defects. Pro-Lite will repair or replace, at its discretion, any products to be found defective within the scope of normal use and are within the 2 year limited warranty covenants which exclude normal wear and tear.

Surfboard bags are not made to be left in the sun for long periods of time, this will break down and destroy the material.  Sun damage is not considered normal wear and tear and will not be covered under warranty.