Frequently Asked Questions

Monday through Friday, 8:30 a.m. to 4:30 p.m. EST. Call 800.763.8423 or email polar@polarproducts.com and we're glad to help.

Yes, orders over $50 ship free within the contiguous United States.

Orders placed before 12 noon EST, Monday through Friday, typically ship the same day. Orders placed after noon, will ship the next business day. If an order requires more than two days before shipping, we will notify you via phone or email regarding the delay. 

International orders can be placed directly through our website, where an estimated shipping cost will appear on the 'View Cart' page. Please note that this is only an estimate. Final shipping charges may vary based on actual carrier rates at the time of shipment, the number of packages, and the dimensions of the shipping box. If there is a significant difference between the estimated and final shipping cost, we will contact you before processing your order.

Shipping Timeframe: We provide multiple international shipping options. Once the customer selects a shipping method and the order departs our manufacturing facility, we cannot guarantee a specific delivery timeframe. Please be aware that customs clearance procedures vary by country, and the time required for processing is beyond our control or ability to predict.

Important: All local duties, taxes, and customs fees are the responsibility of the purchaser. As a small, family-owned company, we do not have the resources to determine or manage international tax and import regulations. To offer the best value, we sell our products manufacturer-direct at the lowest possible price. Any additional import charges are determined by your local government and are not associated with U.S. taxes. We are not involved in or able to advise on these charges.

Note: If you are interested in placing a bulk order, please reach out to our office by email to discuss a quote and available shipping and payment options.

Polar Products Inc. stands behind the quality of all our products and is committed to ensuring a positive experience with us and our products.

Products may be returned within 30 days of receipt, provided they are in unused, original condition and include all components and packaging. Approved returns are subject to a 10% fee (to cover disassembly, inspection, and restocking). Shipping charges are non-refundable.

Please note the following exceptions:

• Active Ice® Cold Therapy Systems or Therapy Pads may not be returned once used due to health regulations. If a system is not functioning properly and is within the 12-month warranty period, it will be repaired or replaced.
• Special-order items, including embroidered or screen-printed garments, private label hot/cold therapy packs or wraps, and custom cooling garments or any other custom order product are non-returnable.

Click here to view our full returns & exchange policy

We manufacture high-quality products and we want to ensure your happiness! In the event of a manufacturing defect, we have the following warranties for our products:

Active Ice® Systems:

Polar Products Inc. warrants that its Active Ice® systems are free from defects in materials and workmanship under normal intended use. This warranty covers the reservoir and the therapy pad for 12 months from the date of original purchase. Visit warranty for more details.

CoolFlow® and CoolFlowOR Systems: 

Polar Products Inc. warrants that its CoolFlow® and CoolFlowOR® systems are free from defects in materials and workmanship under normal intended use. This warranty covers the reservoir and cooling vest for 12 months from the date of original purchase. Visit warranty for more details.

Kool Max®, Cool58® and Cool Comfort® Body Cooling Systems: 

One year warranty against any defects in materials and/or workmanship. We will repair or replace, at Polar’s sole discretion, within that timeframe. Contact us at 800-763-8423 or email polar@polarproducts.com.

Soft Ice® Wraps & Packs:

One year warranty against any defects in materials and/or workmanship. We will repair or replace, at Polar’s sole discretion, within that timeframe. Contact us at 800-763-8423 or email polar@polarproducts.com.

Many of our therapy products qualify. Look for the eligibility note on the product page, or see our FSA/HSA page.

We're a US manufacturer in Stow, Ohio, designing and making cooling and hot/cold therapy products since 1984. Many products are made in the USA.

Yes. We hold a GSA contract (FSS #V797D-30220) and work with distributors and organizations on larger orders. Contact us to discuss.

Yes, through our Private Label Program you can put your name and logo on Soft Ice® packs