Frequently Asked Questions

Can I purchase products directly from PROTOform/Pro-Line?

There are several ways to order PROTOform products. First, you can visit the dealer locator on our website to find a hobby shop in your area. We encourage you to support your local hobby shop. Generally, if a hobby shop does not have an item available they can order it for you specifically.

There are also many on-line retailers you can visit to order PROTOform products. There are a few listed on our website here.

As a service to our customers, we are now selling PROTOform products directly from our website. If you would like to place an order simply click on the buy now button to begin your shopping experience.

If you need any assistance, you can talk to a real person Monday - Friday 8:00am - 3:30pm (PST) by calling our toll free number at 1-800-899-RACE (7223) or e-mail us at customerservice@prolineracing.com

 

How can I check the status of my order?

You can check the status of your order by logging into the PROTOform website using your user name and password. At the top of your screen should be a section that says "My Account" if you click on this section you can then view orders that have been shipped or orders that are currently pending.

If you did not register at the time of purchase and you do not have a username and password, you would need to call us directly for order status at 1-800-899-7223. For the fastest possible service please have your order number ready.

 

Where do I enter my promo code?

If you have a promo code you can enter it into your shopping cart before you ever begin your check out. You simply type it into the section of your cart right above the bottom check out button and then click apply. It will automatically calculate your discount and let you know how much you will be saving. You can only use one code at a time and don’t forget you save on shipping if your order is over $50.00 (domestic customers only).

 

Where do I enter my gift certificate code?

Gift certificate codes are entered after you calculate your shipping cost and verify your order total. You select the check box marked "Use a Gift Certificate" enter your first and last name and then enter the gift certificate voucher code and click complete. If there is a balance remaining on your order the system will prompt you for another method of payment.

 

How much does it cost for the shipping?

The shipping cost for your order will vary depending on the size of your order but UPS and FedEx ground is always free for all domestic orders over $50.00. You can use the below table as a good point of reference. International orders and PO Box orders are shipped via USPS Priority and Express Mail only. If you are looking for an accurate quote or are still unclear please feel free to contact us directly.

ORDER TOTAL
SHIPPING CHARGES BY TOTAL
LOW
HIGH
Ground
Orange
(3-day)
2nd Day
Next Day
Hawaii & Alaska
International Priority Mail
International Express Mail
$ 1.00
$ 49.99
$ 5.95
$ 15.95
$ 19.95
$ 25.95
$ 15.95
$ 19.95
$ 29.95
$ 50.00
$ 74.99
FREE
$ 19.95
$ 25.95
$ 33.95
$ 19.95
$ 25.95
$ 35.95
$ 75.00
$ 174.99
FREE
$ 25.95
$ 33.95
$ 41.95
$ 25.95
$ 33.95
$ 39.95
$ 175.00
$ 5,000.00
FREE
$ 41.95
$ 41.95
$ 49.95
$ 33.95
$ 41.95
$ 49.95

 

Can you lower my Invoice Amount? (International Orders)

We cannot list any amount other than the actual amount paid by you on invoices or customs forms. Please do not ask us to list a lower amount, or list your order as a "gift", as this would be illegal for us to do.

 

Why does it seem like it is taking so long to fill my order?

All orders typically take 5 business days to fill after they have been entered into our main system. Orders placed after 12pm are not entered until the following business day. Also, we are closed on the weekend so any order placed on the website after 12pm on a Friday will not be entered into our system until the following Monday. This means that they will not be shipped for 5 days after entry on Monday. Here is a helpful table for telling when you should expect your order to leave our building.

Order Placed

Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Order Shipped

Friday

Friday

Monday

Tuesday

Wednesday

Thursday

Friday


Please Note: If there is an item that is delayed this can prevent your order from shipping within the 5 days. If this is the case you will be notified of an estimated ship date by e-mail or by phone. You can also check your order status by logging into your account on the Pro-Line website and clicking under "My Account".

 

Do you sell Gift Certificates?

Yes you can purchase Gift Certificates of any value on our website by clicking on the gift certificate tab under "Shop" on the left hand main menu.

 

Why did the money come out of my account before my items were shipped?

Our system will automatically bill all orders that are placed on our website. Therefore, all orders are Prepaid at the time they are placed.

 

I can’t get my order to work and I’m not sure which ones are best for my car, can you take my order over the phone?

Yes, we are always happy to help you with your order over the phone. Even if you don’t have the part numbers we can find the items you are looking for and steer you in the right direction of the best fit for your surface and your application. Just give us a call at 1-800-899-7223 and our friendly representatives will be happy to assist.

 

How long does it take to get a refund?

Refunds are only provided using the same method of payment used to place the order. If you are receiving a refund, you will receive a notification the day it is processed. Every bank is different in their policies but it typically can take your bank 5 - 7 business days to release your funds.

 

My order was declined a few times what am I doing wrong?

Typically orders are declined due to an address that doesn’t match. If this is the case double check the address. Please note: your bank may hold the funds for the order that was declined so please do not continue attempting the order. Just give us a call at our toll free number 1-800-899-7223 and we can help you through it.

 

When an item says it is out of stock when will it be back in stock?

When an item is marked as out of stock on our website this means that we are temporarily out of stock on this item. The inventory levels on our website will update every four hours so be sure to check back with us. If you are experiencing extended wait times for an item you are interested in you are always welcome to call us directly and we will get you in line to receive them as soon as they are available.

 

Do you have a hobby shop that I can come purchase items from?

No we do not have a storefront here at Pro-Line. However, you can place an order over the phone for will call. This way we get your order ready and give you a call when it’s ready to pick up. We still ask for 48hrs notice on these orders but you do save on the shipping cost.

 

Where can I find my tracking information?

All tracking numbers are sent to the e-mail address you provided during order entry. If you registered on our website, your tracking number can be found by logging into your account on the Pro-Line website. At the top of your screen should be a section that says "My Account" if you click on this section you can then view orders that have been shipped or orders that are currently pending. If you did not register at the time of purchase and you do not have a username and password, you will have to call us directly for your tracking information or order status at 1-800-899-7223.

 

Can I have my own carrier pick up from you directly?

Unfortunately, this is not a service that we offer at this time. We currently use FedEx, UPS and USPS for the shipping on all orders.

 

I’m looking for an older discontinued item from PROTOform, do you still have them or can you make them?

Unfortunately, when an item is discontinued there is typically no stock remaining and it is no longer available. Our best recommendation is to check with your local hobby retailers, one of our distributors or an on-line mail order company on the internet to locate these items. If you would like some assistance with this please feel free to contact customer service directly at customerservice@prolineracing.com or 1-800-899-7223.

 

How can I cancel or change my order?

We do our best to make changes to orders to meet our customers’ demands. However, you can only cancel or change your order if it has not yet left the building. If you would like to cancel or make changes to your order please contact us directly at 1-800-899-7223 for the fastest possible processing. Please have your order number ready. Please note: credits and refunds can take 5-7 business days for your bank to post to your account.

If the order has already left the building, we would need to receive the products you wish to return back in order to process a refund. Shipping cost is not covered by Pro-Line for items that are returned for refund or exchange.

 

I think my order is lost in transit. How can I tell?

If you think your order is lost in transit and you have already checked the tracking number with the carrier please let us know you are having trouble and we will be more than happy to look into it further on our side. Typically transit time can be 3-5 business days depending on your location. International orders may take a bit longer due to customs. Also, international customers are encouraged to contact their customs hub for any additional information.

 

How can I get my username and/or password to access my account?

If you have registered for a PROTOform account we can look up your user name with your last name or e-mail address. However, we do not have access to your password. You can request a temporary password from the Login section of the website.

 

How do I make changes to my account once I have registered?

To make changes to your account you just login to the Pro-Line website and then click on the link that says "My Account" you then select the option you wish to update. If you have troubles with your update please let us know and we will be more than happy to help.

 

I received the wrong part, what should I do?

If you received the wrong part or something that was miss-marked or miss-packaged please let our customer service department know at customerservice@prolineracing.com or 1-800-899-7223 and they will review the next steps.

 

Is it possible to purchase the featured decals or window templates for any of Pro-Line/PROTOform bodies?

Yes we are more than happy to sell any current body decal sheet or window mask set directly for $2.00 a sheet + shipping + tax (where applicable). If you would like to place an order please feel free to contact customer service at customerservice@prolineracing.com for complete details.

Your hobby shop can also get them for you from Pro-Line direct.

 

Do you make any kits that include the complete car?

No we do not currently manufacture the entire kit. We do offer the bodies for many different types of kits.

 

How can I get sponsored by Pro-Line/PROTOform?

Changes to the Pro-Line and PROTOform teams are made on a case-by-case basis. Please feel free to check the Driver Sponsorships portion of the website for any updates regarding available positions.

 

I have a broken product that I feel should be covered by warranty, is there any way you can help?

For any product related complaints please feel free to contact our Customer Service department by using our toll free number 1-800-899-RACE (7223) or by E-Mail customerservice@prolineracing.com at any time. Typically they will ask you to submit a few pictures of the item in question so this is a good starting point. Please be sure to include your complete contact information and a description of the problem you are experiencing. We look forward to working with you to assure your complete satisfaction.

 

Why are your tech support guys only available from 11:00am – 3:30pm (PST)?

The tech support representatives that you speak with on the phone are the same guys who are out there doing our Research and Development and who are making the world class award winning products that you know and love. It’s for this reason that they need to limit their hours of availability. You are always welcome to e-mail our customer service department directly at customerservice@prolineracing.com. We know you are important and will get back to you in a timely manner if you leave a message or send an e-mail.

 

How can I get promotional items for a race event?

Thank you for thinking of PROTOform for your event! We are happy to offer the Track Pack for all promotional requests. The Track Pack is an economical, easy way to bring PROTOform products to the doorstep of your hobby shop or racetrack. Simply email or fax us a copy of your business license and/or your race event flyer, including the number of entries, and depending on the size of your event we’ll provide you a Track Pack worth $138 in retail value for just $15.

For more information regarding the Track Pack please click here. If you would like more information or would like to place an order for a track pack please feel free to contact customerservice@prolineracing.com and they will get your request to the correct department.

 

Why was an item / items discontinued so fast and how can I still locate one?

An item is typically discontinued due to lack of sales or lack of demand. You can sometimes still find them available. Our best recommendation is to check with your local hobby retailers, one of our distributors or an on-line mail order company on the internet to locate these items. If you would like some assistance with this please feel free to contact customer service directly at customerservice@prolineracing.com or 1-800-899-7223.

 

Do you have any hi-resolution pictures or logos?

Yes you can find our hi-resolution pictures here and our logos are here.

 

Do you have a price list you can send me?

Our price list is regularly updated and can be found on our website here .

 

I’m a dealer how do I get my information on your dealer list?

We are sorry to hear that your information is not included on our dealer locator. We will be more than happy to see that it is updated. Please send your hobby shop name, complete address, phone number, e-mail address and website to customerservice@prolineracing.com and it will be updated. Also be sure to ask to be added to our mailing list and our newsletter listing as part of our dealer incentive program.

 

I’m a dealer and I want to purchase directly from Pro-Line, is this possible?

Unfortunately, Pro-Line does not currently work directly with hobby shops. Please feel free to contact one of our wonderful distributors for more information about carrying Pro-Line product. We do provide these dealer incentives. Please contact us directly for more information at sales@prolineracing.com.