General Information:

Below you will find policies, explanations, and FAQs for returning and exchanging products from your order.  A Return Merchandise Authorization (RMA) number is required for all returns and exchanges.  Additional steps may apply depending on your particular scenario.  If you have any questions, please contact us directly by phone (800-720-5076), email (customerservice@protravelgear.com), or the below contact form.

Want to Return an Item?

You may return most items for a full refund within 30 days from your original order date, no questions asked!  A Return Merchandise Authorization (RMA) number MUST be assigned by our customer service team before a return can be processed without penalty.  All refunds will be issued via the original payment method.  Please read below for a complete outline of our return process

• How long do I have to return an item? - You have 30 days from your original order date to request and RMA#.  You then have 15 days from to ship the item.
• How do I get a Return Merchandise Authorization (RMA) number? - Please login to your account, view your order using the "Complete Orders" link under the My Account menu, click the Return Item(s) button, and complete and submit the RMA request form.  We will email you your unique RMA number once your request has been processed.  Alternatively, you may call or email us to speak with a customer service representative who can provide an RMA number.
• What items cannot be returned? - Unfortunately, the return of some products once opened may not be allowed due to health reasons.  This usually applies to items that are edible or for health reasons.  Please contact us directly if you have any questions about whether or not an item may have return restrictions.
• How should I ship the item(s) I want to return? - You may choose whatever carrier you prefer (FedEx, UPS, USPS, etc.).  We do recommend a service with a tracking number.  In the instance that the shipment is lost or damaged, we are not liable for any costs.  You will be the only party who can issue a claim with the carrier. 
• When will my refund be issued? - You can expect to receive your refund within 1-4 of weeks of shipping the item(s) to our facility.  This time varies due transit time, our 3-10 business day processing time, and the processing times of your original payment method.  If the original payment method is no longer available, then a check will be issued.  Please allow an additional 1-2 weeks in this instance.
• Is there a restocking fee? - A restocking fee of 10-40% may be assessed ONLY in the following instances; otherwise NO RESTOCKING FEE WILL BE ASSESSED.  These stipulations are necessary in order to ensure a quick and efficient refund process and to prevent abuse of our policies.
  • You must request and receive a Return Merchandise Authorization (RMA) number before your return any item for refund.  Any item returned without and RMA number MAY have a 10-40% restocking fee applied.
  • The item(s) being returned for refund must be returned in their original condition, with their original packaging, and include all parts, pieces, and any and all tags still attached.  Otherwise, a 10-40% restocking fee MAY be applied.   If the item is blister-packed or packaged in a way that the packaging must be damaged in order to open it, we understand and you will not be penalized.  Please simply include the opened packaging along with the item along and its parts and piece.
  • The item was purchased from one of our "Specialty Stores". You will typically see a 15% restocking fee due to the nature of the specialty products, pricing and shipping costs that are incurred.

Want to Exchange an Item?

Did you order the wrong size?  Would you prefer a different model, type, or maybe you just want a different color?  Just let us know and we can exchange it.  Once we have received your returned items for exchange we will ship the alternate back to you at no additional cost!

• How long do I have to return an item? - You have 30 days from your original order date to request and RMA#.  You then have 15 days from to ship the item.
• What will it cost me? - You will be responsible for the shipping to return the item to us.  Once we have received your returned items for exchange we will ship the alternate back to you at no additional cost!
• How do I get a Return Merchandise Authorization (RMA) number? - Please login to your account, view your order using the "Complete Orders" link under the My Account menu, click the Return Item(s) button, and complete and submit the RMA request form.  We will email you your unique RMA number once your request has been processed.  Alternatively, you may call or email us to speak with a customer service representative who can provide an RMA number.
• What items are not able to be returned? - Unfortunately, the exchange of some products once opened may not be allowed due to health reasons.  This usually applies to items that are edible or come in contact with bodily fluids.  Please contact us directly if you have any questions about whether or not an item may have exchange restrictions.
• How should I ship the item(s) I want to return? - You may choose whatever carrier you prefer (FedEx, UPS, USPS, etc.).  We do recommend a service with a tracking number.  In the instance that the shipment is lost or damaged, we are not liable for any costs.  You will be the only party who can issue a claim with the carrier.
• How long until I receive the exchange item? - You can expect to receive your refund within 1-4 of weeks of shipping the original item(s) to our facility.  This time varies due transit time, stock status, and our 3-10 business day processing time.  If the new item becomes discontinued or is not available, then a refund may be issued.  In this instance, a customer service representative will be in contact with you to determine the best course of actions
• Is there a restocking fee? - A restocking fee of 10-40% may be assessed ONLY in the following instances; otherwise NO RESTOCKING FEE WILL BE ASSESSED.  These stipulations are necessary in order to ensure a quick and efficient refund process and to prevent abuse of our policies.
  • You must request and receive a Return Merchandise Authorization (RMA) number before your return any item for refund.  Any item returned without and RMA number MAY have a 10-40% restocking fee applied.
  • The item(s) being returned for refund must be returned in their original condition, with their original packaging, and include all parts, pieces, and any and all tags still attached.  Otherwise, a 10-40% restocking fee MAY be applied.   If the item is blister-packed or packaged in a way that the packaging must be damaged in order to open it, we understand and you will not be penalized.  Please simply include the opened packaging along with the item along and its parts and piece.

Did We Ship You the Wrong Item?

In the instance a wrong item is shipped we will be gladly correct the error quickly and at no cost to you.  Please notify our customer service team of the error.  Once we have assigned a Return Merchandise Authorization (RMA) number, we will contact you with details regarding the exchange and any return shipping accommodations.

• What will it cost me? - You will incur no additional cost.
• How do I get a Return Merchandise Authorization (RMA) number? - Please login to your account, view your order using the "Complete Orders" link under the My Account menu, click the Return Item(s) button, and complete and submit the RMA request form.  Alternatively, you may call or email us to speak with a customer service representative who can provide an RMA number.  You will need this RMA number to reference your case in the future.
• How should I ship the item(s) I want to return? - Please use the return procedure as directed by the customer service representative to ship the incorrect item to our facility

Is Your Item Defective?

If your item proves defective within 60 days from your original order date, then please contact our customer service team to request a Return Merchandise Authorization (RMA) number.  Since warranties vary between products and manufacturers, we will evaluate your individual scenario and reply with instructions to resolve the issue.  After 60 days from your original purchase date, you will need to refer to the manufacturer’s warranty policy for any issues with your purchase

• How do I get a Return Merchandise Authorization (RMA) number? - Please login to your account, view your order using the "Complete Orders" link under the My Account menu, click the Return Item(s) button, and complete and submit the RMA request form.  Alternatively, you may call or email us to speak with a customer service representative who can provide an RMA number.  You will need this RMA number to reference your case in the future.

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