Help Center

CUSTOMER SERVICE

 

Customer service hours 
Our customer service representatives are available Monday to Friday from 10 am to 6 pm eastern time. All website related inquiries should be sent to info@prfo.com. Please allow up to 2 business days for one of our specialists to get back to you. Please note that our customer service hours may fluctuate during Canadian national holidays.

 

Personalized gear advice

For one on one gear advise please contact our support at info@prfo.com to book a one on one phone call with one of our experts. During the call we will discuss and suggest the best equipment possible according to your needs. Our experts want to make you have the best time possible on your next ride, adventure, travels.

 

 

PRICING & AVAILABILITY POLICIES

 

Best price guarantee 
We are committed to offering our customers the best possible price available. If you find a lower advertised online price (Difference must be 1$ or more)  anywhere in Canada we'll match it and give you an additional 5% discount. Certain exclusions may apply. The price match must be for the identical item, size, color and model year. The exact product must also be available online from both the competitor's website and our website. If the product is no longer available at www.prfo.com we will not be able to honor the price match. 
The advertised price must not be a violation of the manufacturer's (MAP) Minimum Advertised Price policy. The price match is only valid for comparison across other authorized Canadian dealers. We will not price match liquidators operating on marketplaces such as eBay or Amazon.
 
 
Online store pricing policy
Prices displayed on our website may not be applied to items in our physical store and vice versa. Prices may vary and are subject to change without notice.

 

Product availability 
Our products displayed online are not necessarily a true representation of products carried in our physical store. Please call us if you can not find what you were looking for at (855) 769-8182. It is possible that an item becomes unavailable while expediting your order. In the case of this happening, we will reimburse your purchase immediately. The availability of products shown on our web store is subject to change without notice.

 

Taxes 
All purchases made on www.prfo.com will be taxed at the provincial tax rate related to the address of the delivered merchandise.

 

 

SHIPPING POLICIES

 

Free shipping on orders over $50 within Canada 
Orders within Canada over $50 will receive free shipping. The $50 amount must be calculated before applicable taxes and shipping fees are added to the order.
For example, an item that is $44.99 + tax and shipping is not eligible for free shipping. Some restrictions may apply. Items on sale and certain oversized goods such as snowboards, skis, and longboards may be not eligible for free shipping.

 

USA & international shipping 
All orders originating from the USA or Internationally will have competitive shipping rates calculated automatically for you at the checkout process.

Rates are determined by the size & weight of the items on your order. Please note that duties & taxes may be added to your order upon reception.

 

Shipping timeframe & policy 
Orders will be sent out on weekdays only and may take up to 2 business days after order reception to be expedited. If for any reason a further delay is necessary, we will contact the customer to advise.

 

Undeliverable or returned items
It is the customer's responsibility to ensure that the shipping address entered during checkout is complete and accurate. If a package is undeliverable due to missing information, the package will get sent back to PRFO Sports where refund procedures will begin. Please note a $12 return fee will be deducted from your refund to cover the cost of the returned package.  

 

 

EXCHANGE & RETURN POLICY

 

Returns 
You may return an unused product within 30 days following the delivery. The customer is responsible for the shipping and handling fees associated with the returned product, except when a mistake was made on our end such as shipping out the wrong color or size.

To initiate a return follow these 2 easy steps :

Step 1:
Request a return by writing us at info@prfo.com. PRFO Sports will then supply you with a prepaid return label within 2 business days.  

Step 2:
Print the return label, pack your item back in the box and drop the parcel off at any Canada Post office. Once the returned package is received refund procedures can be initiated. 12$ will be deducted from your return/refund in order to cover the cost of the shipping label back to us.

 

USA & International Returns
Please note that we are not able to supply return labels for customers outside of Canada. If you are returning a product from outside of Canada, simply send the product back to us at the address below using USPS. Once the package is received, refund procedures can be initiated.

Return Address:

PRFO Sports
333 Principale
St-Sauveur
Quebec
J0R 1R0

 

Refunds 
To be eligible for a refund your item must be returned within 30 days of the original order. Items must unused and have all original tags and packaging intact to be considered for a refund. Swimwear and liquidation items are not eligible for refunds.

 

Exchanges
Products cannot be exchanged. Instead, we offer refunds for products that are returned within 30 days and advise the customer to immediately place a new order for the replacement item.

This speeds up the process considerably for the customer and makes the billing easier to follow and understand. Please contact us at info@prfo.com for all exchange related inquiries. The customer is responsible for the shipping and handling fees associated with the returned product.

 

 

WARRANTY POLICY

 

Warranty on products we carry 
The products sold on www.prfo.com are covered by their manufactures warranty. PRFO Sports will handle inquiries for damaged or defective goods during this warranty period on your behalf.

To send back a defective item, you must request a Return Authorization # or (RA#) this can be done by sending us an email at info@prfo.com. The RA# given will be valid for 30 business days, after this date the return will be voided.

*US & International Customers: Please note that we are not able to supply return labels for customers outside of Canada.

If you are returning a product from outside of Canada, simply send the product back to us at the address below using USPS. Once the package is received, refund procedures can be initiated.

Return Address:

PRFO Sports
333 Principale
St-Sauveur
Quebec
J0R 1R0

 

 

PRIVACY POLICY

 

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.prfo.com (the “Site”)

 

Information we collect

When you visit the site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device.

Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”. We collect device information using the following technologies:

 
Cookies

Are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.


Log files

track actions occurring on the Site, and collect data including your IP address, browser type, internet service provider, referring/exit pages, and date/time stamps.


Web beacons

“tags”, and “pixels” are electronic files used to record information about how you browse the site.

 

Additionally when you make a purchase or attempt to make a purchase through the site, we collect certain information from you, including your name, billing address, shipping address, payment information, email address, and phone number. We refer to this information as “Order Information”.

When we talk about “personal information” in this privacy policy, we are talking both about device Information and order information.

 
How do we use the information?

We use the order Information that we collect generally to fulfill any orders placed through the site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to communicate with you, screen our orders for potential risk or fraud or when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns)

 
Sharing of information

We share your Personal Information with third parties to help us use your personal information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

 
Behavioural advertising

As described above, we use your personal information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

 
Do not track

Please note that we do not alter our site’s data collection and use practices when we see a Do Not Track signal from your browser.

 
Data Rentention

When you place an order through the site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

 
Contact us

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at info@prfo.com