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 contact us.

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

SAFE SHOPPING GUARANTEE

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 .

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.

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

Sign-up for our newsletter in the footer below.

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 UPS as our shipping carrier of choice. As a rule we do not offer expedited shipping services. If you are in a bind and need gear for a trip, please give us a call at (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 3pm PST, the order may ship on the following business day.

We have partnered with a third party to service our international customers.

Once you have created your shopping Cart, choose the "Outside The U.S.?" button. You will then be automatically transferred to a page where you will be provided with international shipping costs as well as duties and taxes for your shipment.

Upon completion of your order, your credit card will be charged for the entire purchase. We will ship the goods to the third party distribution facility where they will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service.

SHIPPING RATES

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

If your order total is...
Shipping Rates
$0 - $10
$6.95
$10 - $20
$7.95
$20 - $50
$8.95
$50 - $75
$9.95
$75 - $99
$10.95
$100 - $150
$FREE*
$150 +
$FREE*
 
*Free shipping over $100 only applies to continental US. (HI, AK and PR are excluded.) See below. All orders are shipped via UPS ground. Please see "shipping services" for expedited options.

Please note that certain oversized items such as board bags may have an additional shipping charge for HI and AK. An additional fee of $25 or more will be added to standard shipping rates for Alaska, Hawaii, Puerto Rico, and the US Virgin Islands on large travel coffin bags.

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.

(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.

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.

RETURN INSTRUCTIONS

  1. Send an email to customerservice@prolite.com
  2. Include your order number and the reason for your return.
  3. Please note that return requests can take 24 to 48 hours.
  4. You will be given a Return Number and shipping instructions.
  5. Credits will be processed with 5 business days after the product is returned back to Prolite.

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 and SUP 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.

Warranty Returns

For warranty returns, please contact the USA warranty department via emai at customerservice@prolite.com. If you ordered directly from Prolite.com, please include the order number from your purchase. If you purchased from another retailer please include a copy of your original receipt and pictures of the defective item.

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