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Refund Policy

Please open your package and inspect the contents and receipt immediately after arrival. If you are calling M-F after 5:00 pm, please leave a voicemail at 773-545-4900 or email us at with the following information:

  • Your name
  • Order number
  • The time and date order is received
  • A detailed explanation of the issue
  • Your contact information
  • Pictures if applicable via email

Once we have been alerted, we will investigate and work directly with you to resolve the issue. Please allow us at least 24 hours after your call to process the request.

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.

Eligible refunds

Refunds are applied only in the following cases:

  • Products were damaged while being shipped.
  • Missing items (your choice of refund or adding a missing item to your next order).
  • Melted and damaged products.
  • Perishables arrived warm.
  • Damaged or opened product packaging.
  • Broken bottles (applies to products in jars).
  • Any products that are out of stock and not substituted.

Non Eligible Refunds

Polana will not issue refunds for the following reasons:

  • If the customer ordered the wrong product.
  • If the customer provided incorrect information (i.e. wrong address, phone number).
  • If a discount code was not used prior to the end of promotion.
  • Sales or promotional prices that start after an order has been placed.

*If a mistake was made to your order please contact us and we may be able to make changes. After an order has been shipped no adjustments can be made.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. If you’ve done all of this and you still have not received your refund yet, please contact us at


Shipping costs are generally non-refundable. If you receive a refund, the cost of the shipping will not be reimbursed.

Exceptions: special cases may necessitate a refund or partial refund. These cases will be assessed individually by our staff.

_____ / – Sausage Pierogi & More. Delivered To Your Door. Nationwide.