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 items 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 products.
Shipping Methods and Charges
Shipping charges are based on shipping rates plus the cost of carefully packing your order.
Additional Cost - Some perishable items incur an additional charge to guarantee perfect arrival. This might include specially insulated shippers, ice-gel packs or dry-ice to keep your items refrigerated and delicious. Every 20lbs of product requires an additional $9.00 in shipping materials.
Shipping and Handling - Costs include those associated with the weight of gel ice packs, dry ice and coolers. The average weight of shipping materials per 20lb of product and per recipent is 12lbs.
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!
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.
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 or over major holidays.
Our Shipping days are Monday, Tuesday, Wednesday and Thursday depending where the shipments are going.
Polana is not responsible for any delays or costs in delivery due to incorrect shipping addresses.
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.
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.