FAQ
SHIPPING
What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Where do you ship?
We are currently only selling to the mainland of the United States.
How long will it take to ship my order?
Delivery times may vary depending on the delivery location as well as the type of product you order. Normally, once you've placed your order, it usually takes 24 to 36 hours to process and mark it ready-for-delivery.
How long does delivery take?
3-7 business days. (Note: The delivery time of pre-sale products is subject to the arrival time.)
Where does Polar Elegance ship to?
United States.
How will my delivery be shipped?
4Px and T.W.USA functions as our logistics partner to ship out our products. They will choose the carrier that they think works best for our customers.
Do I need to pay for delivery?
We provide complimentary delivery on all orders within the mainland United States.
ORDER
Can I change my order?
We can only change orders that have not been processed for shipping yet. To make changes to your order, please reach out to support by submitting your request via "contact us" form.
How do I add or remove products after placing my order?
Once you have placed your order you will not be able to make modifications on the website. Please contact our customer support team through 'contact us' form for any modification of the order.
How do I track the progress of an order?
Once an order has shipped, you will receive an email with order details. You can track the shipment using the tracking code provided in the email.
Can I change my delivery address after I have placed my order?
If your order has not been shipped yet, then we can deliver to a different address as per your request. To know further, you can contact us through 'contact us' form.
PAYMENT
What payment methods do you accept?
Payment can be made by PayPal account.
When you choose to pay with PayPal, you will be redirected to the PayPal login screen where you can either log into your existing PayPal account or sign up as a new PayPal user.
Are there any hidden costs?
There are no hidden costs or additional shipping charges. The total price mentioned on the product page next to the photograph is the final price. What you see is what you pay.
RETURNS & EXCHANGES
Do you accept returns?
Yes, we do accept returns. We offer a 7-day refund policy if you receive a product that is broken, damaged, or not as shown on our website. Please send an email to
admin@polarelegance.com, showing pictures of the product. We will feedback the relevant department to improve the product and packaging to give you better products and services.
A member of our support staff shall respond as soon as possible.
Are returns free?
Yes, for more details please read our returns & exchange policy. Or feel free to contact our support agents through email or contact us form for more details.
When will you pick-up my return order?
We are prioritizing our fulfillment and operations to deliver products that our customers would need as they continue to stay at home. We will notify you when we can schedule the return-pick. We appreciate your patience in this regard.
Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns. - The item must have been sold on our online store - The item shouldn't have been used in any way - The item should have in its original packaging with all the tags etc. - The return or exchange request is made within 30 days of delivery to request an exchange, please submit your request via "contact us" form. A member of our support staff shall respond as soon as possible.
GENERAL
Is there a warranty?
We guarantee any of our product made by us and sold through our online store to be free of defect.
Can I use multiple coupons on the same transaction?
Only one coupon can be used on a single transaction or a cart. You can however add multiple items to one cart to use one coupon and avail discounts.
Contact
How can I contact you?
You can contact us via email: admin@polarelegance.com
Emails are checked 7 days per week and will be responded to within 24 hours.
Company Location
PEUS Gift & Decoration Inc.
701 San Jacinto St, Ste 149 #53390
Houston, TX 77052