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FAQ

Index

Order Status

Has my order shipped?
How do I change quantities or cancel an item in my order?
How do I track my order?
My order never arrived.
An item is missing from my shipment.

My Account

How do I create an account?
How do I edit my account information?
I forgot my password.
Is it safe to use my credit card on your website?

Returns

What is your Return Policy?
I received the wrong product.

Shipping

Do you ship to my country?
How much is my shipping?

Pricing and Billing

What methods of payment do you accept?
Do I have to pay sales tax?
When will my credit card be charged?

Additional Support

Do you have a catalogue?
How do I contact you?

Order Status

IndexHas my order shipped?

Most orders that are in stock are processed within 2-3 business days, except during peak seasons such as Christmas, Easter, etc. (which could take up to 5 business days). Processing time does not include shipping time. Upon ordering with Polstore, you will receive a confirmation e-mail which will include a tracking number for your order.

You can track the status of your order online at Polstore.com. Click on “My Account” and sign in to check the status of your most recent order and your order history. Once logged in, click on “View Order Status”. Next to your order(s) placed, you will find a tracking number located to the right of the corresponding order number. Click on this number to view detailed tracking information on the USPS shipping site. You can review the tracking history and the estimated date of delivery.

IndexHow do I change quantities or cancel an item in my order?

Before you place your order, you can view the contents and the total amount in your shopping basket. At that point, prior to placing the order, you can make any changes necessary. However, if the order has already been placed, click on the “My Account” link at the top left-hand side of our site to find and edit your order by contacting one of our Customer Service Representatives. In order to contact us, you must sign into your account, select “Manage Your Account”, and then select “View Messages”. From here, you can send an e-mail request to our Customer Service department along with your order number and any necessary corresponding changes.

Please note that once an order has begun processing or has shipped, the order is no longer editable.

If the order has already been processed or shipped, you can return your items free of charge for a credit to your account. For more information, please visit our Returns section. Please, remember however that shipping charges are NOT REFUNDABLE.

IndexHow do I track my order?

Upon ordering with Polstore, you will receive a confirmation e-mail which will include a tracking number for your order. You can track the status of your order online at Polstore.com. Click on “My Account” and sign in to check the status of your most recent order and your order history. Once logged in, click on “View Order Status”. Next to your order(s) placed, you will find a tracking number located to the right of the corresponding order number. Click on this number to view detailed tracking information on the USPS shipping site. You can review the tracking history and the estimated date of delivery.

IndexMy order never arrived.

Click the “My Account” link at the top left-hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact our Customer Service department for assistance by e-mailing us through your account. Once you’ve logged in at “My Account”, select “Manage Your Account”, and then select “View Messages”. From here, you can choose the appropriate order number and send an e-mail request to our Customer Service department.

Please note:
Wrong Address: If USPS fails to deliver a package because the address provided by the customer was inaccurate or incomplete, the customer is responsible for paying the shipping charges again to have the package resent.
Stolen Package: Packages are sometimes left by the carrier on a doorstep if no one is home. It is the responsibility of the customer to make the arrangements to secure the package. If the package is stolen, PolStore, Inc. will not be held responsible and will not replace the package.
Unclaimed Shipment: If a package we send is unclaimed and returned to us, the customer will need to pay the shipping charges once again to have the package resent.
Broken Items: We do our best to package all products carefully so that anything we send is in perfect condition. While we appreciate every order, we cannot take responsibility for a product’s safe arrival. For your protection, insurance is automatically included and calculated into the cost of shipping.

IndexAn item is missing from my shipment.

If anything is missing from your shipment, please contact our Customer Service department for assistance by e-mailing us with detailed information of what is missing. To e-mail us, once you’ve logged in at “My Account” select “Manage Your Account” and then select “View Messages”. From here, you can choose the appropriate order number and send your e-mail to our Customer Service department.

My Account:

IndexHow do I create an account?

In order to create an account with Polstore:

  1. Click on the “Create an Account” link at the top right-hand side of our site.
  2. A form requesting information needed create your account will appear.
  3. Fill out the form with your information and click the "Create My Account" button.
  4. Once this process is completed, you will receive our official “Welcome Message” sent to new members.

Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

IndexHow do I edit my account information?

  1. Click on the “Sign In” link at the upper right-hand corner of the site or the “My Account” link at the upper left-hand corner.
  2. Sign in to your account using your account email and password.
  3. Select “Manage Your Account” and choose from the right-hand side list of options for which item(s) you’d like to edit.

IndexI forgot my password.

  1. Click on upper right-hand corner "Sign In" link
  2. Under the login box, click on the "Forgot your password?" link
  3. From there, you will be prompted to the "Change your Password" page, where you will need to provide us with your e-mail address that is associated with your account email and then click "Request New Password" button.
  4. We will automatically send you an email with a link you will need to click in order to confirm your request.
  5. Once you have confirmed your request, we will send you another e-mail that will contain your new temporary password.
  6. Using this temporary password, login to your account.
  7. Go to the “Manage Your Account” link and under "Your Account Details" on the right-hand side, you will find the option to change your password to one of your choice.

IndexIs it safe to use my credit card on your website?

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Returns

IndexWhat is your Return Policy?

It is imperative that customers contact us before returning any item, otherwise you will not be eligible for a refund. It is possible to return undamaged or unopened items that do not meet your specifications. However, when planning to return cosmetics, ONLY UNOPENED packages will be accepted for a refund. REMEMBER, shipping costs are not refundable.

As part of our standard Return policy, customers must e-mail us a Return Request. To send a Return Request, simply sign into your account by selecting "My Account" from upper left-hand corner of the site. Then, select “Manage Your Account” and "Completed Orders”. Under the "Completed Orders" section, you will find a "Return Item(s)" button. By selecting this button, you will be prompted to fill out an online form which will enable you to complete your Return Request.

If you are unclear on any part of this process, please contact Customer Service before completing your transaction.

IndexI received the wrong product.

If you feel that you have received the wrong product, please contact Customer Service within 72 hours of receiving the product.

Shipping

IndexDo you ship to my country?

Polstore ships to US and Canada as well as Europe, Asia, and Australia. If you have a specific question regarding your locale, please contact us at info@polstore.com.

IndexHow much is my shipping?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be shown your shipping costs. All orders are shipped via USPS Priority Mail with confirmation included. Additionally, for your protection, insurance is automatically included and calculated into the cost of shipping.

Below are standard shipping rates

U.S. Shipping

  • Merchandise Total
  • $0.01 - $20.00
  • $20.01 - $35.00
  • $35.01 - $65.00
  • $65.01 - $95.00
  • $95.01 - $125.00
  • $125.01 - $155.00
  • $155.01 - $200.00
  • $200.01 an up
  • Shipping Price
  • $6.95
  • $8.95
  • $9.95
  • $12.95
  • $14.95
  • $16.95
  • $18.95
  • FREE

Alaska, Hawaii & Puerto Rico All orders ship to Alaska, Hawaii & Puerto Rico will be charged an additional $6.00 when shipped by USPS Priority mail.

INTERNATIONAL SHIPPING COSTS

All packages are sent by International Priority Mail (6-10 Business Days) to most countries.

  • Europe
  • under 1lb - $28.00
  • 1-2 lbs - $32.00
  • 2-3 lbs - $35.00
  • 3-4 lbs - $38.00
  • 4-5 lbs - $41.00
  • 5-6 lbs - $44.00
  • 6-7 lbs - $47.00
  • 7-8 lbs - $50.00
  • 8-9 lbs - $53.00
  • 9-10 lbs - $56.00
  • Asia / Australia
  • under 1lb - $28.00
  • 1-2 lbs - $33.00
  • 2-3 lbs - $38.00
  • 3-4 lbs - $43.00
  • 4-5 lbs - $47.00
  • 5-6 lbs - $53.00
  • 6-7 lbs - $58.00
  • 7-8 lbs - $63.00
  • 8-9 lbs - $68.00
  • 9-10 lbs - $74.00

 

  • Canada
  • under 1lb - $20.00
  • 1-2 lbs - $22.00
  • 2-3 lbs - $25.00
  • 3-4 lbs - $27.00
  • 4-5 lbs - $28.00
  • 5-6 lbs - $29.00
  • 6-7 lbs - $31.00
  • 7-8 lbs - $33.00
  • 8-9 lbs - $34.00
  • 9-10 lbs - $36.00

Pricing and Billing

IndexWhat methods of payment do you accept?

We accept all major credit cards: Visa, MasterCard, and American Express. We also accept valid PayPal accounts.

When paying with a credit card, you authorize Polstore to charge your credit card for the total amount of your order including shipping and any applicable sales taxes. Your credit card will be charged when your order is processed.

IndexDo I have to pay sales tax?

Sales tax is only added to those orders coming from the state of New York, where our warehouse is located. Sales tax is automatically computed on all orders.

International Shoppers: We are not responsible for any fees you will be required to pay by customs. Please be sure to find out before ordering if any fees will be applied to your order by your country’s custom officers.

IndexWhen will my credit card be charged?

All orders are checked carefully after being placed and your credit card will be charged within 24 hours prior to shipment of your item(s).

Additional Support

IndexDo you have a catalogue?

If you would like to download a free, electronic version of our catalogue, please click on the “Download our Catalogue” button located in the upper right-hand corner of our site.

IndexHow do I contact you?

If you have any questions that are not covered on our website, please contact us directly at:

Pol Store, Inc.
P.O. Box 140914,
Staten Island, NY 10314
tel: (718) 720-2312
fax: (718) 720- 2372
info@polstore.com
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