Frequently asked questions (FAQ)

Our bank account details are as follows:

Account Name: Sport Drucks Eschweiler GmbH & Co KG Dpt. Prolaxshop.com
IBAN: DE28 3905 0000 1071 1320 86
SWIFT-BIC: AACSDE33XXX

Bank Name: Sparkasse, Aachen

If you have any questions relating to prepayment for orders via bank transfer or any other means, please don't hesitate to contact us either by e-mail at info@prolaxshop.com, using the "contact us" link at the top right of every page on our website, or by phone on any of the numbers listed under "Service Hotline" at the bottom of our webpages.

For payments using bank transfer, please use the IBAN and SWIFT/BIC codes as required by your bank.

You do not necessarily need to use the entire company name in your transfer (we realise that space is limited on banking forms), but please use as much of it as you can, starting from the beginning!

Purchasing Gift Vouchers/Store Credit

Gift Vouchers/Store Credit are purchased just like any other item in our store. You can pay for them using the stores standard payment method(s). Once purchased the value of the Gift Voucher will be added to your own personal Store Credit Account. If you have funds in your Store Credit Account, you will notice that the amount now shows in the Shopping Cart box, and also provides a link to a page where you can send the Gift Voucher to some one via email.

How to send Gift vouchers

To send a Gift Voucher that you have purchased, you need to go to our Send Gift Voucher Page. You can find the link to this page in the Shopping Cart Box in the right hand column of each page. When you send a Gift Voucher, you need to specify the following:

The name of the person you are sending the Gift Voucher to.
The email address of the person you are sending the Gift Voucher to.
The amount you want to send. (Note you don\'t have to send the full amount that is in your Gift Voucher Account.)
A short message which will apear in the email.

Please ensure that you have entered all of the information correctly, although you will be given the opportunity to change this as much as you want before the email is actually sent.

Buying with Gift Vouchers/Store Credit

If you have funds in your Store Credit Account, you can use those funds to purchase other items in our store. At the checkout stage, an extra box will appear. Clicking this box will apply those funds in your Store Credit Account. Please note, you will still have to select another payment method if there is not enough in your Store Credit Account to cover the cost of your purchase. If you have more funds in your Store Credit Account than the total cost of your purchase the balance will be left in you Store Credit Account for the future.

Redeeming Gift Vouchers

If you receive a Gift Voucher by email it will contain details of who sent you the Gift Voucher, along with possibly a short message from them. The Email will also contain the Gift Voucher Number. It is probably a good idea to print out this email for future reference. You can now redeem the Gift Voucher in two ways:

  • By clicking on the link contained within the email for this express purpose. This will take you to the store\'s Redeem Voucher page. you will the be requested to create an account, before the Gift Voucher is validated and placed in your Gift Voucher Account ready for you to spend it on whatever you want.
  • During the checkout procces, on the same page that you select a payment method there will be a box to enter a Redeem Code. Enter the code here, and click the redeem button. The code will be validated and added to your Gift Voucher account. You Can then use the amount to purchase any item from our store.

When problems occur

For any queries regarding the Gift Voucher System, please contact the store by email at 'info@prolaxshop.com'.

Please make sure you give as much information as possible in the email.

Continue
  • Tournament Sales
    Tournament Sales

    When "ProLaxShop" is on tour we offer special tour services that you can choose from:

    • Pre order / delivery at tournament
    • Purchase on account

    Orders placed at a tournament are sent free of shipping charges subject to agreement.

  • Ready to ship within 24 h
    Ready to ship

    We aim to ship orders as soon as we can once payment is received - orders will normally be ready for shipment within 24 h after we have received your payment.

  • Free shipping > € 50 Germany
    Free shipping

    Except in the case of very large or heavy items, all orders over € 50 value shipped within Germany are send free of shipping fees. That same principle applies to orders from other EU countries over € 150 value. For further information please check our shipping information section

  • Service Hotline +49(0)2403-8818881
    Service Hotline

    A question about an order or any product? Just give us a call +49 (0) 2403 - 881 8881 or contact us by e-mail info@ProLaxShop.com. Friendly and helpful service available Monday - Friday 9 am to 7 pm, Saturdays - Sundays 12 am to 6 pm.

  • Secure Payment
    Secure Payment

    We offer 3D secure payment options by credit/debit card, secure payment procedures via PayPal or you can use your own direct online banking service. Our aim is to keep all payment transactions as secure as possible for your peace of mind.

  • Customer Service info@ProLaxShop.com
    Customer Service

    Have you got a question about sizing or lacrosse equipment in general? Just contact our customer service by phone +49 (0) 2403 -881 8881 or e-mail info@ProLaxShop.com and we will do our best to help you find the right product for you for your lacrosse-playing pleasure!

SHIPPING RATES

December 11th 2013:

We are now offering a flat-rate shipping method for the EU based on the cost of each order - the rates for which are listed below. Please scroll down the page for further general information about deliveries within the EU.

Shipping costs for orders up to € 50,00 to be delivered in Germany:

EUR 4.99

Orders over € 50,00 for Germany will now be sent free of charge except for Goals and other very heavy items where we have to pay a supplementary handling fee to our Shippers.

This extra cost will be advised at the time of order wherever possible.

Orders up to a value of € 150,00 for all other countries in the EU will be delivered for a shipping fee of:

EUR 9,99

Orders above € 150,00 for EU countries except Germany will be sent without shipping charges, except in the case of Goals /heavier items as mentioned above

This EU zone covers the following countries:

Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Greece
Hungary
Republic of Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
The Netherlands
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
United Kingdom

NOTE: Certain smaller items or smaller packages may be available to be shipped at a shipping cost lower than that listed above as they can be sent through the Postal system.

Please contact us for confirmation of this.

If in such a case you pay for your order by credit card, any excess shipping will be refunded to that same card after the goods have been shipped, otherwise we will confirm the correct shipping costs and total amount to be paid before you make your bank transfer or PayPal payment to us.

NOTE: As mentioned above - if you order certain larger items, your delivery may be subject to a fixed delivery charge instead of the delivery charges listed previously. Where this is the case, the fixed delivery charge will be clearly stated on the product information page.

This condition applies mainly to Goals for which (since October 2007) we have been charged an additional 35 Euro per item handling charge by our freight forwarders.

This charge will be applied even if your order has exceeded our “delivery free of shipping charges" ceiling of either 50 Euros for Germany or 150 Euros to other EU countries.

SHIPPING OUTSIDE THE EU
Please contact us to confirm shipping charges and tax arrangements for deliveries to any country outside the EU.

This covers shipments to countries such as Switzerland, Norway, Serbia plus other defined economic areas such as Gibraltar, the Channel Islands and the Canary Islands amongst others. Except in specially-agreed cases we will generally not ship goods to the USA as the sales agreement we have with our suppliers/manufacturers is for Europe only.

FREE SHIPPING
* Orders to be delivered to Germany with a total order value greater than EUR 50,00 normally bear no shipping charge**.

* Orders to be delivered to all other EU countries with a total order value greater than EUR 150,00 normally bear no shipping charge**.

**We reserve the right to charge a fee for shipping of extremely heavy or bulky items such as goals. This fee is currently 35 Euros per Goal/Lax Wall Rebounder and is charged directly to us by our freight forwarder.

VAT
All prices for merchandise and shipping rates shown on our website include the appropriate German rate of Mw.St. (sales tax) @ 7% for magazines or 19% for all other items.

DELIVERY TIMES
To work out how long it will take to get your stuff, add the availability of the item onto the delivery time.

* Normal delivery time 2-3 days.
* Delivery time for not in stock items 3-4 weeks.

Remember to check availabilities carefully if you order more than one item, as you will normally not receive any part of your order until all the items are available. In the case of pre-order or long availability items, it is recommended that you request separate deliveries as items become available (extra shipping cost at our discretion).

GUARANTEE & RETURNS
We kindly ask you to advise all guarantee requests and returns of merchandise by e-mail to before you ship them to us. You may be provided with a returns number, which will facilitate quick processing of your request.

Warranty returns are normally accepted subject to reasonable usage criteria and inside the time limits set by the equipment manufacturers which are generally 6 months from time of purchase. Please contact us if you have any questions.

Returns of unwanted purchases that are made within the Consumer Protection (Distance selling) Regulations online purchasing "cooling off" period of 7 working days after the receipt of the goods will normally be accepted.
The intention to return such goods should communicated to us in writing or by e-mail and the goods should be returned to us preferably unopened or at least unused with their original packaging intact wherever possible. Shipping costs for the return of unwanted purchase should normally be borne by the purchaser up to an order value of 40,00 Euros, thereafter the costs are borne by us. The total amount paid for the purchase (including any shipping costs) will be refunded to the purchaser within 30 days of the goods being safely received at our offices.

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