Shipping & Refund Policy
Shipping Policy
What is the processing time for each order?
Please allow 3 business days for your order to process before it is shipped. Additional carrier delays may occur during high volume periods.
Once your order is processed, please allow the following business days for transit. Delivery times do not include Saturday, Sunday or Holidays.
Standard: 5-7 business days.
Express: 2-3 business days.
Standard & Express Shipping are not available to all countries. Transit times will vary from country to country.
I just placed an order online but have not received an email confirmation yet, has my order been received?
You should receive an email confirming your order within 10-15 minutes of placing an order online. In the unlikely case you have not received a confirmation please email support@polarheat.ca
How do I know when my order has been shipped?
An email will be sent to you once your order has shipped and will include your tracking number. Please note, the package may not be trackable until the shipment has been picked up and scanned by the carrier.
Can I change or cancel my order once placed?
As we aim to ship your order as quickly as possible, we regret that it is usually not possible for us to handle change or cancel requests once an order has been submitted. Pleasure ensure that you have verified your order details prior to submission, especially the billing and shipping address.
What if my order is lost or damaged in the mail?
POLAR HEAT is not liable for any damages incurred during transit; it lies within the responsibility of the local carrier. All purchases are made at the buyers' own risk. POLAR HEAT does not assume any responsibility for lost or damaged packages.
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@polarheat.ca
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@polarheat.ca
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@polarheat.ca