Customer Service
Got questions or need advice on life? We’ll do our best to help you out. Please contact us via email, phone, fax or snail mail. If you have a product or purchase question, please include pertinent product information such as product name, style number, order number, etc. We’ll take it from there.
Thanks!
| Product and Order Inquiries | ecommerce@prana.com |
| General Questions | info@prana.com |
| Address | Boulder Retail Store |
| 3275 Corporate View | 1147 Pearl Street |
| Vista, CA 92081 | Boulder, CO 80303 |
| Toll Free: 800-557-7262 | 303-449-2199 |
| Direct: 760-566-1070 |
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| Fax: 760-566-1071 |
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Press Room
Here you will find recent press releases, award announcements and other prAna related information. For editorial sample requests, high resolution images, fact sheets and interview inquiries, please do not hesitate to contact us.
Sarah Sheras
sarahs@prana.com
760-566-1070 ext. 141
Current Press Releases
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Customer Service
We Stand by Our Goods
If for any reason you do not love your purchase, please return it to us for an exchange or full refund. Please call 800-557-7262 or email melissa@prana.com
Ordering From prAna
Utilize prAna.com to shop or simply call 800-557-7262 to order your prAna clothing. Please note: prAna does not ship international orders, excluding Canada. Please locate the store nearest to you for product availability.
Shipping / Handling
All orders will ship standard UPS-Ground. If you would like to expedite your shipping, please call 800-557-7262 and speak with a Customer Service Representative. You should receive your order within 4-7 business days of your purchase pending all items are in stock. All orders shipping to a P.O. BOX will ship U.S. Mail.
Canadian Orders
For Canadian customers, we ship packages using UPS standard ground. Canadian customers are responsible for duties, taxes and shipping costs. If you need assistance, please call 800-557-7262 or email ecommerce@prana.com.
Returns / Exchanges
At prAna, we aspire to provide our customers with the best possible return service. If for any reason you are not truly satisfied with our products, please return the item(s) to the original point of purchase for a replacement, exchange or a refund. (Return/Exchange instructions below) Refunds will only be issued to customers that have purchased online or from our prAna store in Boulder, Co. If you purchased items from our retail store, please take your returns/exchanges directly to the store. We’d love to take care of you in person.
To help ensure the package has arrived at our warehouse, prAna encourages you to return your items using a traceable method such as UPS, Fed Ex, or US Mail (delivery confirmation). prAna will not be responsible for packages lost in transit to our facility and will only assume responsibility once it is signed for by our Receiving Department. If there are any discrepancies with your order or you want to return an item, please call us at 800-557-7262 Monday-Friday – 8am to 5pm (PST) or 760-566-1070 (Direct).
Return/Exchange instructions for U.S. and Canadian customers that purchased directly from prAna:
Canadian Customers: Please contact prAna directly for return/exchange instructions – 800-557-7262.
U.S. Customers:
1. Print out the Return Form and enclose the item(s) you wish to return. (If you are unable to print this form please include a note with your name, return address and day time phone number. List what you are sending back, the reason for the return and indicate if you would like the item replaced, repaired or refunded). Return Authorization numbers are not required for web/mail orders.
2. California State law requires that all garments sent in for repair or exchange must be laundered. If the item has been worn please wash the garment before making your return.Please send to:
prAna returns
3275 Corporate View
Vista, CA 92081
3. Turn around time for exchanges/replacements is 2-3 weeks if the item is in stock. Refunds will be issued as soon as your package arrives in our building.
4. Original items sent in for warranty replacement will not be returned. If we are not able to repair or replace an item and you wish to have it sent back as is, please indicate this on your return form.
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Frequently Asked Questions
What is the status of my order?
prAna will email a confirmation of your order when it ships that includes the tracking number. Please call 800-557-7262 or email ecommerce@prana.com to check on the status of your order if you do not receive an email.
How can I expedite my shipping?
Please call 800-557-7262 to have your shipping upgraded to Next-Day Air, 2nd-Day Air or 3-Day Select. There will be an added freight charge to expedite a shipment.
Do you ship to PO boxes or Military APO/FPO addresses?
Yes, we ship to PO boxes and Military APO/FPO addresses using the US Postal Service. U.S. mail orders cannot be traced and tracking numbers will not be provided.
What happens when I have a back-ordered item?
On occasion, an item may be temporarily out of stock when placing your order. If the item is out of stock, it will be put on back-order and shipped ASAP at no additional charge. We will contact you by email in the event that an item is sold out for the season.
Can’t find a product?
All the products that are currently available in our inventory are shown online. If you do not see the product you’re looking for, it is most likely we are sold out for the season and no longer carry it. Please email ecommerce@prana.com and we may be able help you locate a store that still has the item in stock.
Do you have Gift Certificates?
prAna.com has online gift certificates available in $25, $50, $100 and $200 increments or you can call 800-557-7262 to place an order for a gift certificate of any value. Purchase gift certificates online here.
Do you have a catalog?
Starting in September 2010, prAna will distribute a physical catalog. If you would like to be added to our mailing list, please click here.
If you did not find the answer you were looking for, please e-mail ecommerce@prana.com or call 800-557-7262 to speak with one of us!
