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PRO PROGRAM - FAQs

How do I apply for your Pro Program?

You can fill out the online application by visiting www.hangtimegear.com/pages/pro-deal-application. Once you have filled out and submitted the application, please allow 3-5 business days for the approval process.

I just got a notification saying that my Pro account was approved, but I'm not seeing the discount applied.

First, make sure that you are logged into your account with the email that you received the notification on. If you're still not seeing your Pro discount, clear your cookies and log-in again.

I'm logged into my Pro account, but don't see my discount. What happened?

You can reach the Pro Program Customer Support team by emailing pro@hangtimegear.com

I'm in the Military and would like apply for a Pro account, how should I proceed?

Use the "Other" options in our application form. Thanks! 

I applied, but never received a verification email. What should I do?

Sometimes people have issues with firewalls or certain browsers and devices. We recommend using Google Chrome on a laptop or PC when submitting the application. If you continue to have issues, please contact us at pro@hangtimegear.com

What documents do I need to supply with my Pro Program application?

If your position requires specific certifications, you will be prompted to upload those with your application. We will accept a paystub or similar proof of work as a substitute. Please blackout any sensitive information, like salary or social security number before the documentation is sent over. If you are not applying with a company email address please attach a document or certification to speed up the application review process.

Can I return or exchange items that were purchased through my Pro deal?

Yes. For more information please visit: https://www.hangtimegear.com/pages/returns

Can I purchase a gift for someone else using my Pro account?

No. The Outdoor Research Pro Program is designed for you and your personal use only. We occasionally offer friends and family promotions where Pros can share their benefits, but purchasing for others is not allowed and will result in your removal from the program.

How long do Pro orders take to ship? Is it possible to expedite the shipping process?

Pro orders typically take about 1-2 days to process prior to shipping. Once the order has been processed and shipped, travel time within the United States takes between 3-6 business days for delivery, barring any transportation errors with the shipper. We also offer 2-day expedited shipping.

Does my Pro Program account expire?

Pro accounts are set up for a year-long term and will need to be renewed each year. When it is coming time to renew, you will receive an email from us letting you know that your account is about to expire, followed by renewal instructions. If your account is expired, or expiring soon, please reapply here: www.hangtimegear.com/pages/pro-deal-application

Can I apply for the Pro Program if I work internationally?

Currently, our Pro Program is only open to residents in the United States and Canada. You can still apply if you have a forwarding address in the US or Canada. We do not accept international payment at this time.

I’m in the military and am stationed outside the United States. Does Outdoor Research ship to APO addresses?

For United States military members stationed abroad, we do ship to APO addresses from our US warehouse. When you apply for the Pro Program you must include a US, non-APO address.

Does free shipping apply to Pro orders or returns?

Yes, we provide free shipping for orders over $24.

Do you offer a warranty on items purchased through the Pro Program?

Yes, our 100% Happiness Warranty applies to products purchased through the Pro Program. Learn more about our warranty at: https://www.hangtimegear.com/pages/happiness-warranty

Where can I submit product feedback?

We encourage all Pros to leave product reviews as often as they can. As part of our Pro Program, we trust your expertise to let us know what you love, what could be improved, and how you like to use your favorite pieces of gear. Here is a link to submit a KOALA review: https://www.hangtimegear.com/a/review/write?product=koala

Respect

Pro customers are expected to be respectful of HANGTIME employees, especially customer service and retail store staff. Disputing warranty outcomes, disregarding employee-issued directives, or being disrespectful in any sense is a violation of pro program rules and will result in revoking of Pro privileges.

I need further assistance. Where should I go?

If you need assistance, you can reach our pro team at pro@hangtimegear.com.