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How can I order a product?

You can order online at, or via phone at (773) 545-4900

Please note - if our customer service team is busy assisting other customers at the time that you call, please leave us a voicemail with your name and phone number and a request to place an order by phone and one of our team members will return your call within 24 hours to take your order. You can also send us a phone order request via email at Simply provide your name and phone number with a request to order by phone.

What are the next steps after I place an order?

When your order is placed and confirmed, Polana will send you an email confirmation with the order details to the email address you provided at checkout. This is a confirmation message that your order has successfully been placed and is scheduled for shipping on your selected shipping date. Please be sure to carefully review the order details, shipping address and contact information. If there are any problems with your order or you’d like to make changes (such as changing the shipping address or adding/removing products) please contact our customer service team via email at

I just placed an order and forgot to use my discount code. Can you still apply it?

Generally, all discounts must be applied during the checkout process. However, on a case-by-case basis we may be able to provide a refund to an order in the amount of the discount offered in an event that a customer forgets to plug in the code or an error in our system has occurred. Please note!! - the code must have been valid ON the day that the purchase was made. Discount offers will not be honored on orders placed prior to the date when the discount was extended nor after the date that it expired.

Honoring discounts after an order has been placed will require a review of the case by our team. Please contact our customer service team at and describe the issue that occurred so that we may find the appropriate solution to your case.

I just received a NEW discount from Polana! Can I use it on an order I already placed?

Promotions can only be applied to orders placed ON the days that the promotion is valid. Polana cannot apply discounts to orders placed on a date that falls after a promotion has expired. Polana also cannot apply new discount offers to orders placed prior to the date that the discount offer was announced (i.e. our discounts cannot be backdated). If you placed an order on a date before the promotion was announced, that new promotion cannot be backdated and applied to your order. All Polana discount offers can only be used during their active period.

If you placed an order and forgot to use a promotional offer valid at the time of purchase or experienced technical difficulties while attempting to apply the code to your order, our team may be able to issue a refund in the amount of the discount offered. Please contact our customer service team at to describe the issue that occurred and our team will be happy to help.

Can you send me information on a specific product?

Yes, we can. Just send us an email with your request

What if I have not received an order confirmation email from Polana after placing an order?

You should receive an order confirmation message via e-mail shortly after receives your order and another email with a UPS tracking number on your selected shipping date. Please make sure you provide the correct email address when placing your order so that these important updates are sent to you. Please be sure to check your email spam folder to make sure that our important confirmation and updates are not lost there. If you are sure your email address on file is correct, and do not see any confirmation messages in your email inbox please contact us via email at with your name, so that we may assist you.

Can I change the delivery address?

If you plugged in the wrong delivery address at checkout or would like to have your package rerouted to a different address, you can always do so by contacting our customer service team. Please note - shipping address changes can only be made prior to your selected shipping date (typically by Sunday of each week).

You can change the delivery address by contacting our customer service team via email prior to the shipping day you choose. Please provide the correct (or new) address you’d like the package delivered to along with the name of the person you’d like it addressed to.

If the order has already shipped, we can no longer change the shipping address. Note - except for holiday periods, Polana’s shipping day is Monday of every week. If you contact us on the Monday that your order is being shipped or later, we can no longer apply any changes to the delivery address.

There may be an additional fee applied to the address change and delay in delivery, therefore, please make sure you are adding the correct address with valid phone number.

Can I cancel an order?

If your order has not already been shipped, we can easily cancel it. To do so, please contact us via email If your order has already been sent out for delivery we will be unable to cancel it.

What should I do if my order was delivered late?

We ask that you please alert Polana via email 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.

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