- About Borderfree
- How to Order
- Check Order Status
- Exchange Rates
- Duties & Taxes
- Payment Methods
- Shipping Options & Charges
- Shipping Timeline
- Returns & Exchanges
- Promotions & Policies
- Merchandise Exceptions
- Customer Service
prAna partners with Borderfree, a global e-commerce provider, to offer international shopping. Borderfree allows us to show all our prices in your currency and displays your final total during Checkout. Borderfree also lets us take advantage of a fast, reliable shipping network.
When you place an international order, your transaction will be with Borderfree, but prAna is happy to handle all your customer service needs.
How to Order
Click the Flag at the top-right corner of any page and choose your shipping destination.
Start shopping! When you check out, your financial transaction and shipment will be processed by Borderfree. You'll see a guaranteed order total, including all shipping costs and any applicable duties and taxes. For most countries, you can choose to pay duties and taxes at time of Checkout or you can select the option to pay duties and taxes upon delivery. When indicated in Checkout, some countries offer only the option to pay duties and taxes upon delivery.
If you don't see your country listed, Borderfree doesn't currently ship to that destination.
If you are shipping to a U.S. or an APO/FPO address, simply proceed through the regular Checkout process.
Check Order Status
To check the status of an international order, please email us at firstname.lastname@example.org.
Your order total is guaranteed at the exchange rate set when your order is placed. Foreign exchange rates are determined by Borderfree and are based on interbank rates of exchange. These rates correspond with the average aggregate exchange rates that would otherwise be applied in an e-commerce transaction.
prAna.com updates exchange rates every day. You'll receive a message if exchange rates have been updated while you're shopping.
Duties & Taxes
International taxes, tariffs and value-added tax (VAT) will be calculated into your final order total during Checkout. They are based on the purchased merchandise's country of origin or manufacturing and the classification of that merchandise in accordance with a harmonized system used by the countries that Borderfree supports. You have the option to pay these required charges during Checkout. If the charges are paid at Checkout, the order total (merchandise landed cost) is guaranteed by Borderfree and you are not required to pay any additional fees (no COD) at the time of order delivery.
Some international destinations have the option to pay duties and taxes at the time of order delivery (COD). If you select this option, you will be required to pay duties and taxes, along with any collection fees, to the shipping carrier upon receipt. The order total (merchandise landed cost) cannot be guaranteed and may differ from what is quoted online at Checkout. If the due charges are not paid COD, the merchandise will be returned back to prAna and the customer will not be refunded any of the shipping charges.
In some cases the pricing that is shown is duty and tax inclusive. In these cases you will not be charged twice (in the product pricing and at checkout).
Currently, Borderfree supports Visa, MasterCard, PayPal, American Express, JCB, Alipay, Interac Online, UnionPay (credit cards), iDeal, Sofort Banking, SafetyPay, Qiwi, Diners Club International, and Discover, with additional payment options coming soon. Payment methods vary by destination; you'll see all your options during Checkout. You'll see "BF*prAna" on your credit card statement. prAna gift cards are not accepted at this time, sorry.
Shipping Options & Charges
International shipping costs will be calculated and guaranteed by Borderfree based on the items you are purchasing, your chosen shipping method and your shipping destination. From time to time, prAna may offer international customers in various countries or regions free shipping. Please see your checkout final total for details.
International customers may ship to multiple addresses by placing a separate order for each shipping address. We can't ship single international orders to multiple addresses at this time.
Once your transaction is complete, prAna will ship your item to the Borderfree shipping hub in the United States. Borderfree then ships your order to its final international destination.
Most in-stock items will arrive 7-15 business days after receipt of your order. You'll see a shipping range specific to your destination in Checkout.
Please note that shipping windows are estimates and delivery dates cannot be guaranteed.
Returns & Exchanges
Orders shipped internationally aren't eligible for free returns or merchandise exchanges; return shipping and handling fees will be deducted from your refund. Original shipping fees are nonrefundable.
For a refund that includes duties, taxes and tariffs, please contact prAna customer service at email@example.com and ask them to send you a Return Merchandise Authorization form/label. Mail the completed form with your item(s) to Borderfree, our international shipping partner. Borderfree will credit your account when it receives the form and merchandise. You will also receive an email to confirm that the return has been completed. If you selected to pay duties and taxes at time of delivery (COD), you will not be credited for original duties and taxes paid.
International orders returned directly to a prAna store or sent to prAna.com will receive a refund for the merchandise but not duties, taxes or tariffs. We encourage you to use the return label we can send via email once you contact firstname.lastname@example.org.
Promotions & Policies
With some country-level exceptions on select items, international orders are not eligible for:
- Free Shipping
- Free Returns
- Merchandise Exchanges
- Gifts with Purchase
- Promotional Codes
Other promotional restrictions may apply. Please contact customer service with any questions.
The maximum order value for international shipment is US$25,000.
prAna Gift Cards cannot be sold or redeemed internationally at this time.
If you have questions, please email or call us at email@example.com. All transactions and customer care instructions are conducted in English at this time.