Returns + Exchanges

EXCHANGE PROCEDURE

• If you need a different size or color of the same product, you may exchange the product in its unused, original condition, including all components and packaging, within 30 days of receipt.
• Please call our Customer Service at 1-800-763-8423 to obtain a Returned Goods Authorization number (RGA.)
• Please return the vest only, along with your packing list / proof of purchase to: 

• Please keep all of your cooling packs (if applicable.) They will be compatible with your new vest, and this helps to keep the cost of shipping low. If additional packs are required for a larger size, we will send any packs you need at no additional charge.
• The vest can simply be sent back to us in a large envelope via the most convenient and cost-effective method for you (US Mail, Fed Ex, or UPS.) Please include your packing list and indicate your desired vest size.
• Our staff will evaluate the quality of the returned vest; if it is in new, excellent condition, we will send your new vest promptly. We are typically able to process your exchange within 2 - 3 business days from the day with receive the returned product. If you have any questions, please call our customer service at 1.800.763.8423.

• If for any reason you need a different product, you may exchange the product in its unused, original condition, including all components and packaging, within 30 days of receipt.
• Please call our Customer Service at 1-800-763-8423 to obtain a Returned Goods Authorization number (RGA.)
• Please return the product (s), along with your packing list / proof of purchase to: 

• The product(s) can be sent back to us via the most convenient and cost-effective method for you (US Mail, Fed Ex, or UPS.) Please include your packing list and indicate your desired product. If there is a difference in price, we will contact you for payment or issue a refund of the difference. We cannot ship the new product until we have received the original product.
• Our staff will evaluate the quality of the returned product; if it is in new, excellent condition, we will send your new product promptly. We are typically able to process your exchange within 2 - 3 business days from the day with receive the returned product. If you have any questions, please call our customer service at 1.800.763.8423.

RETURN POLICY

If for any reason you find a product unsatisfactory, you may return the product in its unused, original condition, including all components and packaging, within 30 days of receipt for a refund of -10% (disassembly, inspection and restocking fee) of the product price. *. Shipping charges are not refundable. 

*Please note: Active Ice® Cold Therapy Systems, Special-order items, including embroidered or screen printed garments, Private Label hot & cold therapy packs/wraps, or custom cooling garments/systems are not returnable.

*Please note: Health regulations prohibit us from accepting returns on Active Ice® cold therapy systems unless there is a problem with its operation (as covered by the warranty). If the unit is within its 180 day warranty period, it will be repaired or replaced with a new unit. (Please see "Warranties and Procedures” below.)

To initiate a product return:

• Please note that there will be a 10% restocking fee.
• Please call our Customer Service at 1-800-763-8423 to obtain a Returned Goods Authorization number (RGA.)
• Please return your product, along with your packing list / proof of purchase to Polar Products, ATTN: RETURNS, 3380 Cavalier Trail Stow, OH 44224
• Please indicate the specific reason(s) for your return (i.e., did not fit, did not meet expectations, etc.) on your packing slip. We appreciate your feedback!
• Please include your contact information (phone and/or e-mail address.)
• Wrap the package securely in its original packaging. Product must be in "like new" condition (unused, no odors such as cigarette smoke, deodorizers or perfumes, no marks or tears, etc.)
• Polar Products is not responsible for lost or damaged items during return shipping. Please insure your package.
• Our staff will evaluate the quality of the returned items; if they are in excellent condition, we will issue a full refund, less the cost of shipping and handling.

DAMAGED PRODUCT RECEIVED

PRODUCT REPAIRS

We want you to be completely satisfied with any product you purchase from us. Please click here to read our product warranties.  If you encounter a problem with your product, please call our Customer Service at 1-800-763-8423 to obtain a Returned Goods Authorization number (RGA.) 

To obtain warranty service: 

• Please return the product along with your dated sales receipt (or packing list, as proof of purchase to: Polar Products, Inc. 3380 Cavalier Trail, Stow, OH 44224, ATTN: SERVICE DEPARTMENT. Please include your phone number, any correspondence, and an explanation of the problem. 
• Upon receipt, Polar’s Service Department will determine cause of failure and will repair or replace (at our discretion) your product and return it to you, postage paid.