Ordering and Processing

Online orders can be placed 24 hours a day, 7 days a week at polana.com. Orders with Polana.com can be placed via phone Monday through Friday, 8 AM to 4 PM CST.

All itesm are shipped from our fulfillment center in Chicago, IL. We ship orders within the 48 contiguous United States via UPS. Please note: For orders with perishable items, if your order cannot be guaranteed to arrive by Friday with your chosen delivery method, we will hold your order to ship on the following Monday to protect the quality of  your prodcuts.

Shipping Methods and Charges

Shipping charges are based on shipping rates plus the cost of carefully packing your order.

We use plenty of dry ice and reusable, insulated cooler - a packaging combination that will insure your products arrive frozen and in excellent condtiion, And, we can get your package to you when you want it! When you place your order,  you will have the option to select your own date of delivery based on availabiltiy. As you finalize  your order and select your arrivate date, the appropriate shipping and handling charge will be applied.

Our shipping and handling rates are based on the following devlivery options:

Ground - 1 to 5 business days depending on your location.

3 Day Select - 3 business days*

2nd Day Air - 2 business days*

Next Day Air - 1 business day*

* It takes a minimum of one full business day to receive and process your order.

Please view our UPS Ground Map illustrating transit times from our zip code: 60641

This Map is a general representation of UPS Ground transit times in business days.

To calculate the delivery time more accurately, please refer to the "Calculate Time and Cost" under the "Shipping" tab on UPS.com. Once there, select the "Time in Transit Only" option.

**One shipping charge per delivery address.

Shipping Rules

To guarantee delivery, we must have proper and complete addresses. Sorry, we cannot delivery to P.O. Boxes or A.P.O and F.P.O. addresses. We'll gladly deliver to rural routes with complete addresses and telephone numbers.

Due to Import/export restrictions, we are unable to ship our products outside the United States, Canada, Puerto Rico and the US Virgin Islands.

We do not ship any perishable products over the weekend.

Our Shipping days are Monday, Tuesday and Wednesday depending where the shipments are going.

Polana is not responsible for any delays or costs in delivery due to incorrect shipping addresses.

Avaliability

Polana strives to guarantee that the highest quality and freshest products reach our customers. Because of this and because of the seasonality of many of our products, we cannot guarantee consistent stock of certain items. We will happliy call you if you have ordered an out of stock item and recommend the substitute compareable products for any out of stock products in your order. If you choose not to have substitutions, we will procee with your order without the the out of stock item. You will be refunded for any products that are out of stock and not substituted. Note: we do not backorder any products.

To order using a Check or Money Order

We accept checks or money orders by mail. If you are ordering by check or money order, follow the normal procedures for ordering online. On the last page of the ordering process, you will be given a full invoice of your order including shipping which you can print and send with your check or money order. Otherwise, please call us at 888 331-4362. Please allow two to four weeks for your order to be processed.

Returns and Refunds

Please open  your package and inspect the contents immediately after receipt. In the unlikely event that products are damaged, missing, incorrect or spoiled, please contact Polana by dialing (773) 545-4900. If you are calling after hours, please leave a voicemail stating your name, contact number, the time and date, as well as a brief description of the issue at hand.

Once we have been alerted, we will investigate and work directly with you to resolve the issue.

We ask that you please alert Polana of any issues immediately or within 24 hours of receiving your package. Do not discard any items while a case is being investigated. Do not refuse a package. Do not return a package.