When is my pre-order or backorder likely to ship?
Answer: Backorders will usually take an extra day or two to deliver than usual as we need to source and receive the item from our supplier network.
What are your 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/pages/contact-us.
If I buy online from ProWake is my information secure?
Answer: Yes. We are running a 256-bit SSL security measure during checkout and handling of all sensitive data. Our credit card processing is handled by Stripe and Shopify, both industry leaders in online payment gateways. Their secure system processes your card, and then returns a "Success" or "Declined" message to us. Alternatively, you can pay at checkout using PayPal, the world's most trusted online payment system. For more information on this please visit prowake.com.au/pages/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 click here.
My items haven't arrived – what should I do?
Answer: If your order has shipped you should have received a Shipping Confirmation email. Inside this email there is a tracking number (aka connote number) which is a hyperlink you can click on to track your shipment. 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 1300PROWAKE.
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. We've recently (September 2016) improved our stock control and website integration, meaning our accuracy of availability online more accurately reflects our warehouse stock levels. However, we can't guarantee 100% accuracy. In cases where an item must be backordered we can usually order directly from the supplier and have the product within 48 hours, ready to ship to you. 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? How do I lodge a warranty claim?
Answer: Most products come with a limited 12-month manufacturers warranty. This does not cover damage to the product if you've used it in a manner that the product wasn't designed for (like hitting sliders with a non-grind-base board, for example). To confirm this product's warranty policy please call 1300PROWAKE. To lodge a warranty claim please click here.
If something is the wrong size or colour, etc. can I exchange it or get a refund?
Answer: You can return a product within 21 days of receiving it and we'll exchange it for a different size and/or colour, or an alternative product altogether, if available. We'll send you your exchange for free, you just need to get the product back to us in the exact same condition you received it (unopened, not worn/ridden, not damaged). Returns can also be converted to store credit, but we do not accept returns in exchange for refunds. To return a product please click here.
What happened to Tigé Boats and boat servicing?
We have an exciting new project on the go right now meaning we've carefully selected another Gold Coast-based business we trust to be the national importer of Tigé Boats. You can read more here.
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 firstname.lastname@example.org.