Support

ORDER STATUS

Most orders ship within 7-12 business days of the order placement and it takes 5-7 business days for your package to arrive with Canada Post in Canada and 7-12 internationally. To track your package, use the tracking number found in your confirmation e-mail.

 

RETURNS AND PRODUCT EXCHANGES

We accept returns and product exchanges within 14 days of the package delivery. Return and re-shipping shipping cost is at the customers expense.

All returned products must be in their original condition, with the product tags still attached, and the products must still have its original packaging. All returned products will be inspected when we receive them, and any item in unsuitable condition will be returned to you at your expense. All goods are your responsibility until they reach our warehouse. Please ensure that you package your products properly to prevent any damage to the products or boxes. We are not responsible for any products that are returned to us in error.

IMPORTANT: You need an RA number before shipping your return package to us. Contact us at support@polarpiece.com with the following information in order to receive an RA number:

  • Your order number
  • Your full name
  • Your address
  • Your phone/mobile phone number
  • Reason for return

Please DO NOT ship your return package before you have received an RA number from us.

When we receive the product in the same condition as we sent it we will issue a refund or return another product depending on what you wish.

If the purchase was made with a credit card, we will issue the refund to the same credit card as the one used when ordering. The credit card will be charged with the shipping costs for any exchanged products.

For a full refund, please provide a copy of your receipt. Without a receipt, we will issue a credit note. Please make sure that you use a carrier with package tracking and insurance. We cannot replace packages lost during shipping.

HOLIDAY RETURN/EXCHANGE POLICY

All purchases made online at polarpiece.com between November 14th and December 25th are eligible for the extended return policy. All items to be returned/exchanged must be received by January 14th of the following year. All returns/exchanges must follow the standard policy as stated above. All returns/exchanges received without an RA# will not be accepted.

TRADESHOW POLICY

All items bought at the Polar Piece booth at a tradeshow are final sale. Exchanges can be made at the Polar Piece warehouse. Please email support@polarpiece.com for more details.

 

FAULTY ITEMS

If any items are faulty when received, we will offer a replacement item without any extra costs. Make sure that you contact us at support@polarpiece.com with the following information before you return the items:

  • Your order number
  • Your full name
  • Your address
  • Your phone/mobile phone number
  • Description and photo of the problem

Please DO NOT ship your return package before you have received a confirmation from us.

SHIPPING INFORMATION

We use Canada Post as our shipping provider. You may track your orders using the tracking number received in your shipping confirmation e-mail at canadapost.ca.

 

PRIVACY POLICY

PAYMENT

We accept credit card payments with Visa and MasterCard. Your credit card will be charged with the full order amount as soon as the order is registered. Our credit card provider is PayPal. PayPal will process the transaction and alert us if the payment has been accepted and clears your order to ship.

To make alternate arrangements for payment, including local pick up and others options please contact us via e-mail at support@polarpiece.com

INFORMATION SECURITY

In order to process your order, we will collect personal information about you (e.g. your name, e-mail address, shipping/billing address and phone number). Credit card information is only handled by our third-party credit card provider (PayPal).

Non-personal information such as you IP address is automatically recorded when you enter our web site. This information is only used to diagnose server problems and site administration.

Cookies are used on this site in order to provide a better user experience, and for collecting site usage statistics. Cookies must be enabled when ordering from this site.

 

CUSTOMER RESPONSIBILITIES

By using polarpiece.com, you agree to comply with all applicable law, and such further limitations as may be set forth in any written or on-screen notice from PolarPiece. You are not allowed to use this site in any purpose that is unlawful or prohibited by this agreement.

In all purchases or other transactions performed on this site, you must provide information that is accurate, complete and current.

You cannot in any way attempt to violate the security of the site.

 

PRODUCT INFORMATION

We attempt to be as accurate as possible in describing the products on the site. We do not warrant that the product descriptions or other content of this site is accurate, complete, reliable, current or error-free. We have made every effort to display as accurate colors as possible of the products on the site. Displayed product colors may differ slightly from real-life colors depending on your computer monitor.

 

RISK OF LOSS

All product purchased from this site are transported and delivered to you by an independent carrier not affiliated with, or controlled by, PolarPiece. When we deliver the items you have purchased on this site to the carrier, the responsibility of the product passes on to you.

PolarPiece may at any time update or close the site. We may discontinue or restrict your use of the site without any notice.

 

CONTACT US

If you cant find the information you need on our site, or if you just want to give us feedback, please contact us directly by phone or e-mail. We recommend that you send us an e-mail, we usually get back to you within the next business day.

 

PHONE NUMBERS

Canada: +1-647-704-3193

E-MAIL ADDRESS

support@polarpiece.com