Shipping & Returns

Delivery Policy 

Pick Up Terms & Conditions.

Order pick-up is available within Whistler, British Columbia, Canada. We will confirm with the email address provided once the product is ready for pick-up. Usually, allow for 2-3 business days. 

Standard Shipping Terms and Conditions

Prolan Canada will dispatch all orders on Tuesdays and Thursdays. Orders received after 2 PM the day prior to dispatch will be shipped on the following dispatch day. If a particular stock is unavailable for dispatch within the above timeframes, the customer may be notified and either: 

  1. The stock will be sent without the items that are unavailable. When the unavailable items become available they will then be sent separately. (More applicable if the unavailable items will take longer than 7 days to return to stock.)

  2. The entire order will be withheld until out-of-stock items return to stock.

Prolan Canada uses Shipstation to ship products to its customers. To obtain a quote and see how long it will take to get to your location, please select the items you wish to purchase and place them in your cart. You can then go to your cart and get an accurate quote on your order’s shipping. If you are planning to order items over 8KGs, please contact us directly for a custom quote. 

  • How long will the delivery take?

We provide standard shipping for our products - we will confirm once a product has been shipped with a tracking number so that you can follow your package. For express shipping, please contact us directly for a custom quote. 

  • How do I track my parcel?

We will send a link with a tracking number via email once the order has been processed.

Free Shipping Policy

The free shipping policy applies to orders with a total value of $100 or more (excluding any applicable taxes, discounts, or promotions).

Free shipping is only available for standard shipping within Canada and the United States. Expedited shipping options will be subject to additional charges.

The free shipping offer is valid for orders placed on our website (www.prolancanada.com) or through our customer service team.

The free shipping offer is subject to change or discontinuation at any time without prior notice. We reserve the right to modify or terminate this offer at our sole discretion.

Free shipping will be applied automatically during the checkout process once the order value exceeds $100.

Our standard shipping times apply to all orders eligible for free shipping.

The free shipping offer does not apply to international orders or shipments outside of Canada and the United States.

Returns Policy 

We understand that sometimes you may wish to return a product you have purchased from Prolan Canada and to assist, we have set out the Prolan Canada Returns Policy with key points that you should know.

Due to the nature of our products, we only accept returns on manufacturing faults of the product. For any product return, please contact Prolan Canada by phone or email to establish an initial contact and reasons for the return. This includes products that carry a manufacturer’s warranty. Any cost incurred in returning items that are not eligible for warranty will be borne by the consumer.

Returns Procedure

  1. Please retain your receipt

In order to obtain a refund, exchange, or repair of a product purchased from Prolan Canada, including those products which carry a manufacturer’s warranty, a clear proof of purchase must be provided – typically, but not always, a receipt.

If satisfactory proof that the product was purchased from Prolan Canada cannot be provided, Prolan Canada may elect whether or not to accept the product for return.

However, if the product is a Prolan Canada Branded Product, Prolan Canada will offer you a repair, exchange, or returns credit at the value of the item at the lowest recorded system price if its purchase date cannot be determined.

For loss prevention purposes we will need to record the personal details of the consumer. For further information, see our Privacy Policy:

2. Product assessment

Once proof of purchase has been established and the product fault can safely and clearly be determined in-store, Prolan Canada will offer you either a refund, exchange, repair, or returns Credit notice. The available remedy depends on whether the fault is a major failure. Where the product fault is difficult or potentially dangerous to determine in-store, the manufacturer or repair agent will be consulted to determine the fault and resolution.

The manufacturer will determine whether a product has incurred a major or minor fault. Where a product has been sent to the manufacturer, the manufacturer will determine whether:

  1. There is no fault found;

  2. There is a minor fault that can be easily repaired within a reasonable time frame;

  3. There is a major fault found and the customer is to be offered a replacement or a refund; or

  4. The product has been damaged or abused through misuse.

Prolan Canada cannot offer a refund or exchange where the product has sustained damage due to abnormal use. Prolan Canada does not provide any warranty for any goods damaged either intentionally or unintentionally by the user outside the course of the normal operation of the product. Please check instructions from the specific product packaging and relevant specific data sheets available online or from the manufacturer.

If the product does not match its advertised description, Prolan Canada will provide a choice between a refund or returns credit to the value of the item purchased. 

Prolan Canada’s liability shall be limited to the actual cost of the product, i.e. replacement or refund. Prolan Canada shall not be liable for any further direct, incidental, special, or consequential damages.

3. What should l do if l am having difficulties with getting my product to work?

If you are experiencing problems operating the product, it is strongly recommended that you contact Prolan Canada.

4. What should I do if I have changed my mind and want to return a product?

Unfortunately, we only accept refunds for manufacturing faults.

Additional information

  • If Prolan Canada requests my personal information during the refund or exchange process, what do they do with the information?

Our respect for the consumer’s right to the privacy of their personal information is paramount. We have policies and procedures to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely, and in accordance with National Privacy Laws. We may collect personal information during the refund or exchange process in order to comply with our fraud identification processes. We do not divulge any personal information collected to third parties.

For more information, see our Privacy Policy.

  • If I can’t find my receipt, can I use a bank statement as proof of purchase instead?

Prolan Canada will not accept a bank or credit card statement unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in one transaction, our ability limited in establishing proof of purchase. Prolan Canada cannot provide copies of receipts if lost or misplaced.

Please note: When a refund is granted, Prolan Canada will refund the original purchase price via the method of payment indicated on the receipt.

For further information, please contact Prolan Canada on (604) 203 7831 or email prolancanada@gmail.com.