Mother's Day order deadline
All gift orders for Mother's Day from Polana Polish Foods must be placed no later than 11:59PM CST, Sunday, May 7th, 2023 for delivery in time for Mother's Day on May 14th.
- Please be sure to double check order details in the confirmation email sent upon completion of your purchase from Polana to ensure shipping address and other order details are correct.
If any changes are needed they MUST be communicated to our customer service team via email - email@example.com - no later than 11:59PM CST May 7th, 2023. Any changes reported after that time are not guaranteed.
Ordering and Processing
Polana.com is an online store and the majority of our orders are processed via our website. We do offer other ordering options for those who do not have the option to order online, are experiencing troubleshooting issues with our page or prefer a different method:
• If you prefer to place an order by phone please contact our customer service line at (773)-545-4900. Polana's customer service team will be happy to take your order over the phone.
- You can also send a message to our customer service email at firstname.lastname@example.org with a request to order by phone or via email.
Order Confirmation: Successfully placed orders will receive an email confirmation with the order details. Please be sure to check your email inbox after you place your order to ensure that you have received the order confirmation email. Please double check the details in the confirmation email and ensure that you have entered the correct shipping address. We are not responsible for any delays or costs in delivery due to incorrect shipping addresses.
Please note: all the orders are shipped from Chicago, IL every Monday. It takes from 1 to 4 days for orders to be delivered to you. Based on our regular shipping timeline, all orders are expected to arrive by Friday end of day of the week that they are shipped. If you don't receive the order by that day, please contact us via email email@example.com with the order number.
Shipping Methods and Charges
Shipping charges are based on current shipping rates, the weight of products and required dry ice. UPS.com produces a live quote during checkout based on the destination zip code and weight of the package. Please understand that we ship with dry ice, so the product may be kept frozen throughout transit. This does affect the cost of shipping but ensures the safety of the products’ taste and quality.
Our shipping and handling rates are based on the following delivery options:
- UPS Ground – 1 to 4 business days depending on your location.
- UPS 3 Day Select – 3 business days*
- UPS 2nd Day Air – 2 business days*
- UPS Next Day Air – 1 business day*
* It takes a minimum of 1-2 business days to receive and process your order.
Please note: if your order needs to be shipped to a destination within the 5-day transit zone (reference our UPS map above) please select either the UPS 2nd Day Air or the UPS 3 Day Select shipping method.
Shipping to HAWAII, ALASKA & 5-Day Zones
Polana Polish foods is proud to offer shipping to the states of Hawaii and Alaska too! All customers within those states must select the 2-day or 3-day shipping method at checkout. This ensures that your Polish foods will be kept fresh until they arrive at your door.
Customers shipping to addresses within our 5-day shipping zone (please reference UPS map above) should also select either the 2-day or 3-day shipping methods to protect the quality of the foods being shipped.
To guarantee delivery, we must have proper and complete addresses. Sorry, we cannot deliver 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 of the United States, including Canada, Puerto Rico and the US Virgin Islands.
Please note: Polana is not responsible for any delivered package which is lost or stolen. However, we ask that you please alert Polana via email firstname.lastname@example.org 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.
Important Information about Changes to Orders: Please note that all changes to orders must be communicated to our customer service team by 11:59PM CST the Sunday prior to your order shipping week. Any change requests made after that are not guaranteed.
Change requests must be made via email at email@example.com or via phone at (773)-545-4900 by these specified deadlines.
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 happily call you if you have ordered an out of stock item and recommend the substitute comparable products for any out of stock products in your order. If you choose not to have substitutions, we will process with your order without the out of stock item. You will be refunded for any products that are out of stock and not substituted.
Regular Shipping Timeline: Orders are always shipped on Mondays and do arrive by the Friday of that same week or sooner, depending on the shipping method selected by the customer and the destination the package is going to. We do not ship any perishable products over the weekend or over major holidays.
Shipping Confirmation: Please expect a confirmation email from Polana with the tracking number on the day of your shipment. During regular, non-holiday periods if you do not receive an email with tracking information by Wednesday of the week of your shipment please contact us with your order number so that we can check on the status of your order.
Holiday Season Shipping Timelines: We have additional shipping days during holiday seasons. This includes Christmas and Easter. Holiday season shipping days include Mondays, Tuesdays & Wednesdays. Please expect a confirmation email from Polana with the tracking number on the day of your shipment. If you do not receive an email from us by Thursday of your shipping week, please email or call us and provide your order number so that we could check the status of the order. Please find our contact information on our Customer Service Page.
Shipping Time & Product Quality: All packages are shipped with enough dry ice to keep products fresh until they arrive at your door. Any delays that may occur after the package leaves Polana's warehouse, are on the part of the shipping carrier; however, our company will do its best to provide solutions if and when delays occur. Refunds or replacements are offered on a case by case basis.
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.