Support & Help Center

We're the people, behind the people, behind the show.

We know the equipment and gear purchased from ProAdv can be a significant and critical investment for our customers. That’s why we’re here for you throughout the lifetime of your products.

ProAdv has a team of theatre and entertainment technology veterans who are here to help, and we are constantly updating our resources, tools, and links below to serve you better.

Certifications Our Staff Hold

Frequently Asked Questions

We've done our best to answer the most frequently asked questions here, but please don't hesitate to contact us if you don't see the answer to your question!

I'm missing a product from my order, what do I do?

Sometimes orders are shipped in multiple boxes and often they arrive from different warehouses. If you are missing a package, please double-check the tracking information, and if you are missing an item, please contact us immediately.

What do I do if I receive a faulty item in my order?

Please contact us immediately. Many items are shipped directly from the manufacturer and we will need to contact them to arrange for replacement. Please document everything thoroughly and please contact us immediately. If you've had the product in use, and then it stops working, that is generally considered a Warranty Repair issue and you would contact the manufacturer to arrange for repair under warranty.

Why is the website product code different to my packing slip?

Sometimes manufacturers have multiple ways to refer to a single item and that item has both a SKU and a Manufacturer Part Number. Often times we have renamed an item on the web to make it easier to look up, and refer to the item by it's proper name in the packing slip. If you are unsure if it's the same item or not, please contact us!

How can I purchase a gift card?

We occasionally offer electronic gift cards that can be emailed to the recipient. We do not offer a hard plastic "gift card" that can be given as a physical gift right now.  

Why have I received an email saying the item I've ordered is out of stock?

Sadly, sometimes these things happen. Usually it means the manufacturer is out of stock as well and we are waiting for them to make more. Sometimes, the manufacturer has discontinued the item, or is replacing it with a new model. We will always try to find another source, or if one is not available, find an appropriate replacement. We will always contact you to discuss this first.  

How can I search to find products on the website?

At the top of the page, the search bar is in the dead center of the header. Start typing and it will work to quickly figure out what you are looking for. Or you can look by category and narrow down the selection from the options on the left of the page. If you still can't find it, give us a call. Honestly, we might not have it on the site, yet. You would not believe how many products we sell and we are constantly adding more.  

Can you tell me more about your Price Promise policy?

We promise to offer a fair price. Nothing more, nothing less. We strive to provide great service and competitive prices. Ask our regulars why they keep shopping with us. Our pricing policy is spelled out in more detail on our Terms and Conditions page.

What is your return policy?

Customers are responsible for shipping fees for returned items. If the item was damaged, or if the order was incorrect, shipping costs will be covered by ProAdv. View our detailed policy and instructions here:

How do I make a gift exchange?

If you received an item from us as a gift, please make sure that the item has not been opened yet, and you have the name of the gift-giver. Then contact us.  

When can I expect my refund?

Store Credit can be issued or the original form of payment for the order. If you would prefer a refund over store credit, once the item is returned and the return has been accepted, we will refund the relevant portion of the order in the same manner the payment was made. Paid with a credit/debit card, expect a refund to appear within 7-10 business days (much of that time difference is dependent on your banking institution's own policies).  

Contact Us

Our staff is dedicated to helping you select, purchase, and even install gear.

If you have any questions about an item, or need help with an order, please contact us!


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Monday to Friday: 8:30am - 5pm Eastern
Closed on:
  • New Years Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day & Black Friday
  • Christmas Eve
  • Christmas Day
  • New Years Eve

Technical Support

The latest technology is amazing, and sometimes comes with increased complexity.

Our team maintains certifications and regularly trains in a wide variety of fields to make sure we are always equipped to safely and properly provide technical support.

Many of the products we sell also have incredible customer support as well. (Some companies even provide 24/7 phone support!) If we can't answer your questions, we will direct you towards their customer support, or contact them ourselves for the answer.  

On-Site Help

Explore On-Site Services and Support from VLS. Services and Support include:


Need help? We're available at1-800-424-9991 - Email us