Your satisfaction with our site is important to us! Pro Rep Group’s Customer Care Center is staffed with knowledgeable representatives to help answer your questions about the products and services we provide. We look forward to helping you!

Contact Us

By Email:
We pledge a 24-hour response time (Monday through Friday) on your email requests.
For website navigation support, check Order Processing or email:
For general inquiries:

Customer Service:
1-866-276-6058
Monday - Thursday: 9am - 9pm
Friday: 9am - 6pm

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Order Processing

How do I place an order?
When you're done shopping, click "Checkout" to place your order. If you don't want all your items, you can click "Remove" and "Update", or change the quantity and click "Update", and your shopping cart's contents will change.

If you haven't already logged in, you will be asked to create an account with your email address and password of your choice. We will also need your name and billing address. While checking out, you can create a different shipping address if you need one. In fact, you can keep several shipping addresses to conveniently have product sent to friends or family.

Can I change my order during checkout?
Yes. You can always go back through screens and change your order. Your order will not be placed until you reach the credit card information screen and click "confirm order."

How can I be sure my order has been received?
Once you click "confirm order" the final review page will appear confirming that your order has been processed and that your credit card has been successfully processed through our Sage Payment Gateway provider (US) or Moneris Payment Gateway provider (Canada). Your invoice receipt will be mailed with your product.

Are there other ways to place my order?
If you are uncomfortable using your credit card over the internet, please complete as much of the shopping cart information as you would like, and then call our Customer Service Department at 1-866-276-6058 and we will be pleased to complete your order for you.

How do I know my order has been shipped?
Within 24 business hours, you will receive another email confirming shipment and giving you a UPS tracking number. Your shipment should arrive within 3-5 business days.

How does the AutoShip program work?
On the appropriate day, we will process your credit card for the agreed monthly fee. Your credit card information will have been securely stored with our payment provider and is not accessible through the website, the call centre, or our customer service staff. If there is any problem with your card, you will be notified by email or phone. The day after payment has been successful, your order will be shipped to you.

How do I return my order?
Please refer to our 30-day money-back Guarantee section on this page.

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Payment Options

We accept the following major credit cards:
- Visa
- MasterCard
- Discover Card
- American Express

Your credit card will be authorized immediately through our secure website working with Sage Payment Solutions in the US (www.sagepayments.com) or Moneris in Canada, and you will be notified on-screen and by email (if provided).

Your order will not be generated by the website if this authorization is not received.

In the case of telephone orders placed through our call centre, your authorization will be confirmed by the telephone operator, and your invoice will be mailed to you with your order.

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Guarantee

We offer an unconditional 30-day money-back guarantee. Every item we offer reflects our commitment to give you the best quality, service and value. If you are not satisfied with your purchases for any reason, you may return it for a full refund (less shipping and handling).

Only one opened package of any product is eligible for return. All others of the same product must be in a factory sealed container for refund. You are covered by this unconditional money-back guarantee for a full 30 days from your date of purchase. Please email or call our Customer Service Department at or 1-866-276-6058 within 30 days of the shipment date to receive a RETURN AUTHORIZATION NUMBER and RETURN INSTRUCTIONS. Returns will not be accepted without an AUTHORIZATION NUMBER.

To cancel out of the auto ship program at any time, please call our Customer Service Department at 1-866-276-6058.

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Shipping Policies & Procedures

*** FREE SHIPPING is currenly available on all orders of TUBES and PUMPS for personal use.

 Usual shipping charges are:
If your order Subtotal is up to $30.00 shipping will be 7.95 (4.95USD)
If your order Subtotal is up to $200.00 shipping will be 9.95
If your order Subtotal is up to $500.00 shipping will be 12.95
If your order Subtotal is over $500.00 shipping will be free.

Delivery will be 3-5 business days from the time the package leaves our warehouse.
Canadian and US orders are shipped from our Canadian and US warehouses respectively.

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Credit Card Security

We are a GeoTrust Secure Site, which means your confidential information is also protected.

We want you to feel confident and comfortable that your purchase is transacted with the utmost security. We employ the Internet's strongest security technologies, including Secure Sockets Layer (SSL). The transactions are protected by the highest levels of encryption available to ensure security and privacy. The information is encrypted on your computer, sent through the Internet as jumbled code, and decoded on Pro Rep Group's secure server. It cannot be read in transit.

Under the Fair Credit Billing Act, your bank can not hold you liable for more than $50 of fraudulent charges. If your bank does hold you liable for any of this $50, Pro Rep Group will cover the entire liability for you, up to the full $50. Pro Rep Group will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at prorepstore.com while using the secure server.

In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

Optional Offline Ordering Methods

If you are hesitant about placing your order online, you may place your order over the phone with our Customer Care Centre: 1-866-276-6058.

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Privacy Policy

Pro Rep Group (Canada) Inc. and prorepstore.com respects the privacy of each and every customer and visitor of our site.

Any information we receive about your company through correspondence remains confidential. Pro Rep Group uses information gathered on our site for promoting our own products and services, however customers may request not to receive any of these mailings. If you have any questions regarding our privacy policy, please contact us.

The www.prorepstore.com website and store is maintained by:
Pro Rep Group
11631 North Sparrow Lane, Fountain Hills, AZ 85268

Canadian orders are shipped from:
Pro Rep Group
647 Neal Drive, Peterborough, ON, K9J 6X7
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The Official Pain Cream of the Canada 55+ Games