Help Center

REFUND POLICY

Your satisfaction is our top priority.

If you aren’t completely satisfied with your purchase, let us know. We’ll do everything we can to make it right, right away.

Our policy lasts 30 days. If 30 days have gone by since you received your item, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.

Approved returns may be exchanged or issued a store credit equivalent to the purchase price. If you need to exchange your purchase for the same item, send us an email at [email protected]  
If you prefer a store credit, a store credit equivalent to the purchase price will be reflected in your account. Store credits are non-transferrable.

Additional non-returnable items:

• Gift cards

• Downloadable software products

• Some health and personal care items

Please do not send your purchase back to the manufacturer!

Partial Refund & Store Credit:

• Book with obvious signs of use

• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened

• Any item not in its original condition is damaged or missing parts for reasons not due to our error

• Any item returned to sender without being delivered. Shipping costs will be deducted from your refund total. We can only process the refunds once the returned order has been received by our warehouses

• Any item that is returned more than 30 days after delivery

Cancellation:

All orders are sent to our warehouse for shipping and handling on the same day.

Cancellation is subject to discretion and confirmation from our customer service department.
There is a mandatory cancellation fee of $15.

Refunds (if applicable):

If you need to return or exchange an item, please contact us via our contact page or send an email to [email protected] to request the return label and address.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Returns:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

When shipping an item back you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We are not responsible for any duty/import/taxes/customs/etc charges you may incur.

Usually, it takes 1-2 business days for returned packages to be processed, however in busy periods please allow up to 5 business days.

We only cover the cost of the return if the product is defective and within 30 days of the delivery date.

Return Address:

First High-tech Industrial Park

Sandy Kong

Room 305, Building 109, No. 72

Guowei Road,the ,

Luohu District,

ZIP CODE: 518004

Shenzhen

China

Please note that we charge a $5-10 restocking fee per item.

We reserve the right to refuse a refund if the goods returned are deemed to be damaged or appear to be in a heavily used condition, including but not limited to scratches, cracks, dents, etc.

WE DO NOT ACCEPT RETURNS OR EXCHANGES IF

• You want a refund/return because you "changed your mind". We manufacture on demand and therefore we cannot accept returns with that inquiry.

• You do not contact our support team to have your return request reviewed and approved, prior to you sending your product back.

• The item(s) have been used or broken

• The item(s) have been altered in any way

• The item(s) are in any way defective from the original and salable condition unless the condition is our fault

• The item(s) do not have the original packaging

• The item(s) were a Sale item

Change of Mind:

If you change your mind about your purchase, you are welcome to return your product to us within 30 days of your delivery date, however, it must be unused and unopened. We will only provide you with a refund once we receive the product returned to us, and our team ensures it is unused and in a resalable condition.

There will be a $5-10 restocking & processing fee per item depending on package size. In the event that a product returned back to us is NOT in its original, unused and unopened condition, a 20% fee will be deducted from the item's refund.

Refused Packages/Incorrect Address/Not Picked Up on Time

If a package is refused at the time of the delivery by the customer and returned to us there will be a non-refundable return label fee and processing & restocking fee of approximately $10-$35 depending on the size of the package. Return label fees are charged by the carrier. If a package is returned to us due to an incorrect address or if it wasn't picked up on time from the local postal office, there will also be a non-refundable return label fee and a new re-shipment fee if the customer wishes to have their package reshipped.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a message through our contact page.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Warranty Extend - LIFETIME PROTECTION

We offer LIFETIME PROTECTION for all of our products starting from the delivery date. This warranty has an additional cost and the customer needs to add it to the order to be entitled to it. If you have any issues or defects with your items we will be happy to exchange them. Please send us an email with a description of your problem, including a picture/video demonstration.

• LIFETIME PROTECTION only covers manufacturing defects, it does NOT cover misuse.

• LIFETIME PROTECTION ensures the exchange of the product after we receive the defective product and perform the inspection to prove the factory defect.

Shipping

Return shipping costs will be covered by us if the product you received is damaged. In this case, please contact us through our contact page first to get a return approval.

If the product is not damaged and you just decide you don't like it, you will be responsible for paying the shipping costs and any incurred customs fees for shipping the item back to our warehouse in Shenzhen, China. Shipping costs are non-refundable. As customs fees are to be covered by the receiving party ( PolarPro ) we will deduct the respective costs from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, we suggest you consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

SHIPPING POLICY

Dear Customer,

Our shipping and handling plan is free for all products and destinations.

PolarPro partners with major international shipping companies such as USPS, FedEx, SF Express, DHL, UPS, and EMS who work with your local post office - allowing us to ship directly to your door and proudly offer free worldwide shipping.

Our delivery will take 7-21 days; However please expect 3-4 weeks of delivery (Due to the COVID-19 situation) we ship your order and provide the tracking number within 4-5 days, it is the shipping carriers and the government who will decide when to deliver your order.

You will be charged when your order and all payments are subject to verification and approval before shipping and may take several days to process. To help fight credit card fraud, orders with incorrect billing information or requiring additional verification may be delayed and/or canceled.

Shipping Process

We start working on your order immediately. This process consists of sending the items of your order to our warehouse to prepare them for the international shipping process. You will only be charged for the items that are shipped, along with applicable shipping and tax rates. Once your order has shipped, you will receive a Shipping Confirmation email with your tracking number. We only ship during business days and do not ship on Saturdays or holidays. We require between 1-2 working days on average to fulfill your order and some items may take longer, especially around major holidays (up to 10 days), or if your order includes popular items experiencing stock availability issues. Orders are shipped out for delivery as soon as the stock availability is confirmed. For orders with multiple items, products may be shipped separately and received on different dates due to the difference in manufacturing partners’ locations.

Deliveries

Once your order is shipped, depending on your country or region, the estimated delivery time is between 7 to 21 business days.

*Note: The days listed above are only estimates in business/working days. While we will do all that we can to make sure your order is delivered on time, PolarPro cannot be held responsible for conditions beyond our control such as required postal or customs clearance procedures, holidays, severe weather, labor disputes, protests, etc. and these interruptions can cause delays beyond our original delivery estimates.

Duties, Taxes, and Other Fees:

International shipments may be subject to import taxes, duties, and/or customs clearance fees, which are levied once a shipment reaches the recipient's country. These fees are the sole responsibility of the recipient. PolarPro has no control over these charges, nor can PolarPro predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs incurred. Customs policies vary widely by country. If you have questions we recommend that you contact your local customs office for more information.

Lost/Stolen/Damaged Packages:

PolarPro is not responsible for lost, stolen, or damaged packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it and/or file a claim with your respective shipping carrier.

Note: We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests and we may not be able to honor your claim if it is not reported.

Due to the worldwide crisis caused by the corona pandemic and abnormally high shipment volumes this holiday season, carriers are seeing an increase in order delays. Currently, this can result in shipping times between 1 and 4 weeks in some cases.

Please know that our team is working closely with carriers to get your package delivered. We are working hard around the clock to find solutions and ensure your package arrives as soon as the current situation allows.

We want to apologize sincerely for any inconvenience caused by the elongated shipping times and thank you for your loyalty and patience as we work hard to get your order to you as soon, and safely, as possible.

If you have any further questions send an e-mail to [email protected] or fill out our contact form.