PROS Premium Order Protection upgrades all of our services and policies to the max in order to give you complete peace of mind when ordering - plus a host of special benefits. All orders are automatically opted into this service, but it can be removed at checkout by deselecting the tab.
MAJOR BENEFITS
1. LIFETIME RETURNS - When you include PROS Premium Order Protection on your order, you'll immediately extend the returns and exchanges window of your order from one year to a lifetime.*
2. FRONT OF THE LINE CUSTOMER SERVICE - All of your customer service requests will shoot to the top of our queue, all but ensuring you a response within 24 hours (and often faster!).
3. PRIORITY RE-SHIPMENT - Any time we have to re-ship an order to you, we'll upgrade the shipment to a premium 2 - 4 day service.†
4. LOSS & THEFT PACKAGE PROTECTION - You'll also be protected against every type of package loss or theft, including porch piracy.
5. ANY REASON RETURNS - You'll have a 100% returns-reason assurance, which means that no matter why you're returning or exchanging (you don't like the color, the extender length you chose is too long, you changed your mind, anything) we will handle all of the costs and trouble for returns and exchanges. Forever.**
Our standard policies are admittedly excellent, but compare to PROS Premium Order Protection to see the peace of mind these industry-exclusive upgrades will bring you:
| STANDARD | PROS PREMIUM ORDER PROTECTION | |
| Returns/Exchanges/Refunds Window | 365 Days | LIFETIME* |
| Customer Service Order Response Priority | Order of Contact Placement in Queue | TOP OF QUEUE (usually within 24 hours) |
| Order Reshipment Speed (U.S.)† | 7 - 10 Days | 2 - 4 DAYS |
| Order Reshipment Cost (U.S.) | Reason Dependent | FREE FOR ANY REASON† |
| Protection Against Order Non-Delivery (Missing or Lost) | Yes | YES! |
| Protection Against Damaged Packages | Yes | YES! |
| Protection Against Porch Piracy | No | YES! |
PROS PROTECTION IS YOUR OPTION
If you do not want PROS Premium Order Protection you can just toggle it off by clicking the green button at checkout.
This is the default position when it's included:
To remove it from your cart, just click the green button and the service will toggle off. When it's not included, your cart will look like this:
HOW TO GET TO THE TOP OF THE QUEUE
To ensure that your messages get to the top of our customer service queue, please contact us in one of the following ways:
- Use the Contact form on our site and check the box that says "I have PROS Premium Order Protection"
- For Returns and Exchanges, use the form on our site and check the box for PROS Premium Order Protection
- Add the word "PROS" to the subject and body of your email when you write us a regular email, including in replies to our emails
- Mention that you have PROS Premium Order Protection when you chat with us or call us.
* This refers to the lifetime of the product. So long as it is in use as intended and by the original owner, then we will honor returns and exchanges with PROS Premium Order Protection. This benefit is non-transferable.
† These benefits apply to United States shipping addresses only and refer to business days. The speed refers to the service level of the shipment and not a guaranteed delivery time frame. For non-US shipping addresses, order reshipment will be with our regular shipping service. The benefit of PROS Premium Order Protection for non-US orders is that we will make exceptions for the reasons and reship most orders at our expense.
** Exchanges are covered up to the value the original item.