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Help Center / F. A. Q.
Contact Us
You can contact Pro Kites USA by visiting the contact page below.
www.ProKitesUSA.com/Contact-Us/
You can also reach us at CustomerService@prokitesusa.com.
Shipping
Orders are typically shipped in 1-3 business days. Most orders are shipped within 48 hours, but in rare cases it could take up to 3 business days to ship your order.
Business days are Monday - Friday of the week and do not include weekends.
Time to ship is not included in the delivery times that are quoted during checkout.
Below is a quick guide on how to estimate your delivery time.
Time To Ship (1-3 Days) + Delivery Time (Chosen at checkout) = Total Time to Delivery
We ship the majority of orders from our warehouse facility located in Wall, New Jersey.
We do have a few fullfillment partners that will occassionally help ship orders during peak times.
Shipping rates vary by location and time to deliver. Please see rates in checkout for the most accurate rates.
We do have a $6.99 flat rate economy shipping on all orders and Free Shipping on or more. Expedited shipping rates vary in checkout.
The total time until your order will arrive at your door varies by the shipping method chosen at checkout. In all cases, we do our best to exceed our estimates and in most cases, we are able to do so.
Below is a quick guide on how to estimate your delivery time.
Time To Ship (1-3 Days) + Delivery Time (Chosen at checkout) = Total Time to Delivery
If your order has exceeded your maximum delivery estimate please contact us.
Domestic US orders are shipped via UPS & USPS. In some cases we will also use Fedex to ship orders when better service is provided. You can request shipping by UPS if that is your preference. Please Contact us if you have special shipping needs.
No, at this time we do not ship internationally. We hope to add international service shortly.
As of now, we ship to all 50 US states, All US territories, and Military bases.
Yes, a tracking number will be emailed to you only when the order has been physically packaged, weighed, and shipped.
If you have received a tracking number from us, that means your order has shipped.
Returns and Exchanges
All products can be returned within 30 Days from the date of purchase if they are in new & unused condition.
The original shipping cost of the order will not be refunded, only the cost of any returned item(s) will be credited. The customer is responsible for return shipping costs.
We can provide a return label to save you the trip. You will be notified of the cost of the return label before it is generated and will have to approve the cost of the return label.
To begin the returns process please submit a ticket using our support system.
All products can be exchanged within 30 days from the date of purchase if they have not been used or damaged. The customer is responsible for the cost of the exchange shipping to Pro Kites USA. Pro Kites USA is responsible for the cost of shipping the exchange back to the customer.
To begin the returns process please submit a ticket using our support system.
Returns/Refunds are processed on Thursdays. Every Thursday we grab any returns from our PO Box and they are processed on that day. If your return arrives on Friday, it will not be processed until the following Thursday.
Once the refund is processed by us it usually takes the bank a day or two to get it back in your account.
Order Issues & Problems
If your order has arrived damaged please use your phone or a camera to snap a few photos of the damage to the item & packaging. You will be asked to provide these later.
If you have received a damaged order please contact us immediately using our contact form. We will respond to you shortly with directions to attach the photos.
Once we see the photos we will decide the next steps on the best & quickest way to resolve the issue!
First, check to ensure that your shipping timeframe has passed.
Below is a quick guide on how to estimate your delivery time.
Time To Ship (1-3 Days) + Delivery Time (Chosen at checkout) = Total Time to Delivery
If your delivery time has passed, please contact us immediately to let us know of the issue.
Our current process for handling delayed/missing orders is as follows:
1. 7 days after the order was shipped, we can file a help request form with USPS. This officially notifies USPS of the issue, and they will attempt to locate the package.
2. If the package is not found within 7 days of submitting the "help request form", USPS allows us to submit the package for a "Missing Mail Search" request in which the issue is escalated to a specialized team that attempts to locate the order.
3. Finally, if the order is not delivered within 30 days of the shipment, we will consider the order lost and we will reship or refund the order in full. No questions asked. This policy is in place to ensure you get your item or your money back if USPS fails to do their job with the first shipment.
If your order says it was delivered and you do not have it, please contact USPS immediately with your tracking number.
The sooner you contac them, the better chance of locating the order if it was delivered to a neighbor.
In addition to contacting USPS, please let us know as well so we can look into & monitor the issue.
Once an order is placed there is no guarantee it can be changed or cancelled before shipment.
We will do our best to cancel your order before shipment, but often our shipping is faster than our customer service. Once the order has been shipped and tracking generated, it can not be changed. Even if you send us a message 2 minutes after the order is placed, if we don't get it in time, the order still has a chance that it will be shipped.
Assume fully that once your order is placed that it is final.
Most changes/cancellations can be resolved through returns/exchanges, but the customer will be responsible for any related shipping charges for the shipment.