Customer Service
Frequently Asked Questions
Shipping & Orders
Order Status
When Will My Order Ship and When Will It Arrive?
What if I Have Special Delivery Requirements?
We’re happy to help you with your special delivery requirements. For example, if you can’t receive USPS, but also have no PO Box. Please
contact customer service and we will do everything we can to accommodate your delivery needs.
Can I Change My Order Once It Has Been Submitted?
prAna’s goal is to ship your order as quickly as possible. So once you hit submit, most orders cannot be changed. You can print out a return label by visiting our
returns page.
Does prAna Ship Internationally?
As of December 9, 2024 prAna no longer ships to countries outside the United States.
Where Is My Backorder?
If you’ve purchased products currently on backorder, thank you for your patience. Due to global shipping logistic issues, we are unable to predict exact shipping dates at this time. Estimates are also changing regularly, so we will likely not be able to notify you each time a shipping date changes. To get the most recent shipping date projections, visit the product apparel page where you ordered your item(s), size(s), and color(s)—but please note that these dates may change. If you would like to cancel your backordered item(s), please contact our customer service
here.
How Can I Track My Package?
Once your package is shipped, you’ll be emailed a tracking number. Tracking numbers may take up to 24 hours to appear on the carrier’s site while the package is delivered to their shipping facilities. Please check back roughly one business day after you have placed your order.
Why Was My Order Returned to Sender?
We apologize for the inconvenience, the carrier was not able to deliver your package as addressed. Once the order is received back at our warehouse, you will be issued a refund. A new order will need to be placed as we are unable to reship the original order.
How Do I Use a prAna Gift Card?
Under the payment section during the checkout process, you will enter the gift card number and 4 digit pin.
Returns & Exchanges
How Do I Exchange an Item?
Where Can I Print Out a Return Label?
Where Can I Print Out a New Packing Slip?
How Do I Exchange Something I Did Not Purchase at prAna?
We only accept returns purchased from prAna.com or our prAna retail stores. prAna merchandise purchased at independent department stores and dealers must be returned to the location where it was purchased. prAna will not accept returns for clothing purchased through second-hand shops, non-authorized dealers, accept returns of final sale items; nor accept returns due to misuse or neglect.
How Do I Return or Exchange a Gift?
Can I Return My prAna Gift Card?
prAna Gift Cards are not returnable and cannot be replaced if lost or stolen.
Have You Received My Return?
When you return an item using our return label, you can track your package by going to
UPS and entering the return tracking number. Initiating your return online will allow us to track your return or exchange.
The tracking number may take up to 24 hours to show on the carrier’s site. Please allow for processing, which can take up to 24 hours, before testing your tracking number. Once your return is processed, we will email you a credit notice with the details about your return.
The tracking number may take up to 24 hours to show on the carrier’s site. Please allow for processing, which can take up to 24 hours, before testing your tracking number. Once your return is processed, we will email you a credit notice with the details about your return.
I Asked for an Exchange, Why Did I Get a Refund?
Sorry, prAna does not do zero dollar exchanges. Returns are refunded to the original form of payment when purchased directly from prAna if it is within our 60-day return window. When purchased from a dealer, received as a gift, or your order is past our 60-day return window, returns will be refunded in the form of prAna merchandise credit.
Can I Return Something Even if I Have Worn It or Removed the Tags*?
prAna wants you to love what you ordered. If at any time you aren’t happy with a purchase, please return the item(s) for a refund, credit or exchange.
Click here for details.
*If the prAna fabric tag is removed, cut or marked, the item is not returnable as it voids our warranty.
We Stand By Our Goods™
If for any reason, you do not absolutely love your prAna purchase, you may return it for a refund, credit, or exchange.
*If the prAna fabric tag is removed, cut or marked, the item is not returnable as it voids our warranty.
We Stand By Our Goods™
If for any reason, you do not absolutely love your prAna purchase, you may return it for a refund, credit, or exchange.
Can I Return an Online Purchase to One of Your 3rd Party Retailers.
Our 3rd-party retailers like REI, etc. will not accept returns purchased from prAna.com. They will only accept returns purchased at their store. You can start a return by visiting our return page. Please have your order number and billing zip code.
Why Does My Credit Not Match What I Paid for the Item?
Credits may not match the full amount you paid for an item you returned for one of three reasons: 1) Eight dollars may have been deducted for using the prAna Return Label or if the item was purchased from one of our dealers and proof of purchase was not included. 2) We issued a prAna merchandise credit for the last price sold. 3) Original shipping charges are non-refundable.
How Long Does It Take to Process My Return/exchange & Refund?
Refunds will be issued to your account within 7-10 business days of receipt (not including transit time for the item to arrive at prAna or processing time at our warehouse). Credits may take up to an additional 5 business days to post on your account.
Refunds are made at the purchase price (with proof of purchase) or at an item’s last sale price, which could be significantly discounted from the retail price.
Refunds will only be issued with proof of purchase from either prAna.com or prAna retail stores. California state law requires that all garments returned for repair or exchange must be laundered. If the item has been worn, kindly wash it before you return it.
Refunds are made at the purchase price (with proof of purchase) or at an item’s last sale price, which could be significantly discounted from the retail price.
Refunds will only be issued with proof of purchase from either prAna.com or prAna retail stores. California state law requires that all garments returned for repair or exchange must be laundered. If the item has been worn, kindly wash it before you return it.
Why Is My Promo Code Not Working?
Please refer to the Terms and Conditions of the promotion, this information can be found on the bottom of the email you received. Most of our promotions are not valid in combination with other offers, promotions, or discounts.
General
Why Doesn't Anything Come Up When I Search for "Rn124977" (or Similar Code)?
Looks like you’re searching for the style ID of your garment. That can be found on the small tag behind the washing instructions. It starts with a character and is followed by an 8-digit number like "M21618371". See attached image below.
The identification numbers beginning "RN" printed below the English washing instructions simply identify prAna Living as the manufacturer and distributor of your garment in the U.S. and Canada.
If you are having trouble finding your item's style number, please contact our Customer Service team during the hours of operation listed.
If you have identified your item's style number and cannot find it on our website, the item is likely sold out or discontinued. A customer service agent will be happy to help you find a similar item, or answer any questions you have about your prAna item.
More information about RN identification numbers:
A registered identification number, or RN, is a number issued by the Federal Trade Commission (FTC), upon request, to a business residing in the U.S. that is engaged in the manufacture, importing, distribution, or sale of textile, wool, or fur products. For more information visit www.ftc.gov.
The identification numbers beginning "RN" printed below the English washing instructions simply identify prAna Living as the manufacturer and distributor of your garment in the U.S. and Canada.
If you are having trouble finding your item's style number, please contact our Customer Service team during the hours of operation listed.
If you have identified your item's style number and cannot find it on our website, the item is likely sold out or discontinued. A customer service agent will be happy to help you find a similar item, or answer any questions you have about your prAna item.
More information about RN identification numbers:
A registered identification number, or RN, is a number issued by the Federal Trade Commission (FTC), upon request, to a business residing in the U.S. that is engaged in the manufacture, importing, distribution, or sale of textile, wool, or fur products. For more information visit www.ftc.gov.
Style ID Tag
Washing Instructions Tag
Does prAna Have a Catalog?
Yes, we have a catalog! But we also like to think of our website as a year-round virtual catalog. If you’d like to receive our catalog showcasing our latest products, as well as some of your bestselling favorites, please
click here.
How Do I Unsubscribe From the Catalog?
We’re sorry for the inconvenience.
Click here to unsubscribe. We will remove your name and address from all future catalog lists.
How Do I Unsubscribe From Emails?
How Do I Wash My prAna Yoga Mat?
For lightly soiled mats, fill a spray bottle with two cups of water and four drops of dish soap. Spray the entire mat and rub out the soiled areas using a damp sponge and terry cloth towel. If your mat is heavily soiled, submerge it in a solution of warm water and 1 tbsp of mild detergent for 15 to 30 minutes before hand washing the mat with clean water. Air dry mat until no longer damp.
Where Can prAna Clothing Be Found Other Than Your Website?
prAna can be found at many retail stores and online retailers. To find a store in your area, you can use the
Dealer Locator. You can find our
online partners here. You can also try a general internet search for a specific prAna item to find which websites have our products available for purchase.
How Do I Wash prAna Garments?
For specific care instructions, refer to the tag inside your garment or visit our
Garment Care page.