Frequently Asked Questions

Welcome to the Polarys FAQ page. Here you will find answers to common questions about orders, shipping, returns, sizing, and shopping with us. If you need help with something not covered here, contact our support team at support@polarys.shop.

Shipping

Where do you ship?

Polarys currently ships to customers in the United States only.

Do you offer free shipping?

Yes, we offer free US shipping on every order.

Where do Polarys orders ship from?

Polarys works with third-party fulfillment partners in China to prepare and dispatch orders. Products are currently shipped from fulfillment facilities in China and delivered to customers in the United States through international and domestic carrier networks.

Orders containing multiple products are consolidated and shipped together when all items are ready for dispatch. International transportation is handled by a logistics provider before handoff to USPS for final delivery in the United States. Tracking details are provided in the shipment-confirmation email after dispatch.

Will I have to pay customs duties or import fees?

No. Customs duties, import taxes, and customs-processing charges associated with delivery to the United States are prepaid by Polarys. You will not be asked to pay additional customs or import charges at checkout or upon delivery. If a carrier requests an unexpected customs payment, contact us at support@polarys.shop before making the payment so we can review the shipment.

How long will it take to receive my order?

Estimated delivery times are as follows:

• Order cutoff time: 5:00 PM Eastern Time (ET). Orders placed after this time will be processed the next business day.
• Order handling time: 1 to 2 business days (Monday to Friday).
• Transit time: 7 to 12 business days (Monday to Friday).
• Total estimated delivery time: 8 to 14 business days.

How can I track my order?

Once your order ships, you will receive a shipping-confirmation email with tracking details. You can also use our Track Order page or contact us with your order number for help.

What if my package is delayed?

Delivery estimates can be affected by carrier delays, weather, holidays, or address issues. If your order appears delayed, contact us at support@polarys.shop with your order number so we can help review the shipment status.

What if tracking says delivered but I have not received my package?

First check your mailbox, parcel locker, delivery area, front desk, household members, neighbors, and any notice left by USPS. If the package is still missing, contact USPS to open a missing-package or non-delivery investigation and request a claim reference number. Then contact Polarys with your order number, tracking number, and carrier claim reference so we can review the available information.

What if I entered the wrong shipping address?

Address-change requests are accepted before the shipment-confirmation email is issued. A change is completed only after Polarys confirms it in writing. After shipment, the original delivery address remains in effect unless the carrier confirms a correction.

Returns & Refunds

What is your return policy?

Eligible items may be returned within 30 calendar days of the carrier-confirmed delivery date. Return conditions, instructions, return shipping responsibility, product issue reporting, exclusions, and refund timing are explained in our Refund Policy.

Orders & Payment

Can I cancel or change my order after it is placed?

Cancellation and order-change requests are accepted before the shipment-confirmation email is issued. Contact us as soon as possible with your order number and requested change. A cancellation or change is completed only after Polarys confirms it in writing. Once fulfillment has begun, the original order details remain in effect unless Polarys confirms the change.

What currency are your prices shown in?

Prices are shown in USD.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, Google Pay, and Apple Pay. Orders are charged in USD at checkout, and we do not store full card details on our servers.

Sizing & Products

How do I choose the right size?

Please review the sizing information on the product page before ordering. If you are unsure, contact us with the product name, size, color, or link and we will help with the information available to us.

Will colors look exactly the same in person?

Product colors are shown clearly, but colors can appear slightly different depending on your screen settings, lighting, and device.

How should I care for my items?

Please follow the care information provided on the product page or product label when available. If care details are not clear, contact us before washing or altering the item.

About Polarys

What kind of store is Polarys?

Polarys is an online fashion store focused on everyday womenswear and trend-aware styles for customers in the United States.

Do you have a physical retail store?

Polarys is an online store. You can browse and shop at https://polarys.shop.

How can I contact customer support?

You can reach our support team using the details below:

• Email: support@polarys.shop
• Phone: +1 (575) 237-2005
• Customer Service Hours: Monday to Friday, 9:00 AM - 5:00 PM Eastern Time (ET)
• Response Time: We aim to respond within 1 to 2 business days.