FAQs at ProWake.com.au
Here is a bit of a round up of the common questions that get asked. If your question isn't answered here then why not give us a call on 1300PROWAKE? That's 1300 776 925.
Product Related Questions
- What is the correct wakeboard for me?
Answer: This question can be answered to a point, but once you nail down all of the facts the rest is personal preference.
For information on weeding out what is right for you check out this video from ProWake Academy coach John Henson.
Other General Questions
- What are you store hours / trading hours?
Answer: Store hours change between stores and between seasons. For the most up to date store hours listing please visit prowake.com.au/contact-us.
- Is checking out secure?
Answer: Yes, we are running a 128-bit SSL security measure during checkout and handling of all sensitive data. For more information on this please visit prowake.com.au/security.
- How long will my order take to arrive?
Answer: Delivery times will often vary depending on the items you have ordered, the quantity you have ordered, stock availability, public holiday interruptions, and so on.
Presuming that your order can be fulfilled immediately (i.e. product is in stock) then you can expect your goods to ship the same or next business day.
Once shipped your order will take between one and seven business days to arrive depending on your location. For more information about our how we deliver our goods to you and to see expected delivery times for your location please visit prowake.com.au/delivery.
- My items haven't arrived – what should I do?
Answer: You should have received a tracking number (aka connote number) and a website link to track your shipment with in the Shipping Confirmation email that is sent to you once the shipment has been marked as sent from our warehouse. Use that tracking number to check on the location of your parcel.
If you have not received a tracking number or are still awaiting shipment confirmation and you think you should have heard from us by now then please call us, 1300PROWAKE (1300 776 925).
- Do you offer shipping insurance?
Answer: Yes, shipping insurance is automatically included except on shipments of boat parts and delivery of boats. Insurance can be offered on boat parts at an additional cost.
- Do you offer international shipping?
Answer: Short answer, no. Long answer, on occasion we will depending on the shipping location, method of payment and item to be shipped. International shipping will attract an extra fee at the discretion of ProWake.com.au. You will be notified prior to being charged this international shipping fee. If you place an order and we can't ship to you internationally or you do not agree to the additional international shipping fee charged then your order will be cancelled.
- If an item is displayed as in stock, is it definitely in stock?
Answer: We try our very best to provide you with a wide range of products from all of our suppliers. Sometimes our stock levels might not match what we currently have available in the warehouse. In those cases, however, we can usually order directly from the supplier and have the product the next day.
If for any reason your order can not be fulfilled you will be offered alternative products to choose from by our helpful staff. If you're not satisfied with any other options you will receive a full refund and the order will be cancelled.
- Do products come with warranties?
Answer: Where applicable, all products come with full manufacturers warranty. Buying online from us is the same as buying in-store. Warranty claims are made back to us and we will deal directly with the supplier for you.
- If something is the wrong size or colour, etc. can I exchange it or get a refund?
Answer: Exchange, yes. Refund, no. Store credit (online or in-store), yes. Refunds will only be issued if the goods are still in original packaging, seals haven’t been broken or the original box hasn’t been damaged. The product must be in good resell condition (not used, scratched, damaged in any way). If you're not sure just give us a call on 1300PROWAKE (1300 776 925).
- I am looking to get sponsored, do you guys do sponsorships?
Answer: We don't do sponsorships, per sé. Instead, we're constantly building on a team of awesome people to represent ProWake in every facet of the industry. If you think you would be a good addition to the ProWake Team then drop a line to goldcoast @ prowake.com.au.
- Who is the coolest at ProWake HQ?
Answer: That's a no-brainer. The Tart Man of course. He is so cool he even has his own hat.