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How to Do Exchanges & Returns

Exchanges

If you are not satisfied with your Prolotex™ Product purchase, you may return it for a size exchange, replacement or refund within 90 days from the order date printed on your invoice. 

 

Exchanges:  Yes, you can change the size of the gloves or socks.

  • There are no administration fees, if you need a different size or would like to exchange your goods for a different product.
  • We will even pay for the shipping of the goods back to you.
  • You will need to pay the postal fee for mailing it back to us.
  • You will still need a Return Authorization Number (mandatory).
  • Please follow the instructions below.

 

Refunds:  If you are not completely satisfied, you may return the item(s) with 90 days from the original purchase date, for a refund. 

  • All refunds are subject to a 15% administration fee.
  • You will need to pay the postal fee for mailing it back to us.
  • Original shipping fees cannot be refunded unless there was a error on our part.
  • You will still need a Return Authorization Number (mandatory).
  • NO refunds on any "Manufactured Seconds".
  • Packages requesting a refund, that are received without an RA# (return authorization number), are subject to an additional $2.00 penalty.
    Please follow the the guidelines below.
  • Allow up to 45 days for processing refunds.

 

Follow these steps: 

1 Request your  Return Authorization Number (mandatory).
 

For prompt customer service, please provide: 

  • Your Full Name
  • Your Full Address 
  • Your Phone Number
  • Your Order Number
  • The Website you placed your order on
  • The Date of your order
  • Items Description and Skews
  • If the garments have been worn
  • The reason you are requesting an RA#

When submitted, your request is emailed to our returns department for approval.
 
When approved, you will be emailed a return authorization number.

If your return request is denied, you will be notified as to the reason. All decisions of the returns department are final.
2

Print, fill out and include this Return Authorization Form (PDF File) inside your package.

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3 Include a copy of the original invoice.
4 Carefully package the goods in a sturdy envelope or box.
5 Mail (first class mail or royal mail) to the Returns Dept. at: 

Prolotex Products
RETURNS DEPARTMENT
c/o PO Box 4371
Smithers BC V0J2N0 Canada
6 Display your Return Authorization Number prominently on the outside of the package or box to avoid processing delays. (Your personal RA# will have been emailed to you from step 1).
7 US & INTERNATIONAL CUSTOMERS: When using the US Postal Service Customs Declaration Green or White Sticker form (supplied by your postal outlet) please include the following:
  • Write "CANADIAN GOODS BEING RETURNED" in the description box.
  • Customs Value = $0.00

 

Sample of US Postal Service Customs Declaration Green or White Sticker
8 For full USPS Customs details from the USPS website, go to: https://www.usps.com/international/customs-forms.htm

Returned items must be prepaid and sent by mail. We suggest you purchase insurance for your own protection.

Unless you agree to  pay additional courier fees, we cannot accept packages that are sent by courier.

Upon receipt of the returned merchandise, in accordance with the policies listed above, and within 90 days of the original purchase date:

  • we will exchange the item(s) for a different size or 
  • will credit your Credit Card or your PayPal account or
  • send you a refund check or 
  • apply the credit to your account here with us that you may use towards future purchases. 

CLICK HERE to request a Return Authorization Number.