CUSTOMER SERVICE
Ordering & Quotes
Ways to Order
- Shop online: Browse products and submit orders directly
- Download catalogs: Food and Science
- New customers: Register to set up your account
- Email ordering: Complete the PDF order form and send it to Customer Service
Request for Quote (RFQ)
Add items to your online cart or follow our RFQ instructions (PDF) to request pricing.
Edit or Update an Order
If your order is still in process, we may be able to change items, quantities, or shipping details.
- Change items or quantities: Email Customer Service with your order number and the changes needed. Add "Revised" in the subject line.
- Address changes: Contact us as soon as possible with the correct Ship To address.
- If the order has shipped: We may work with the carrier to update the address; carrier re-consignment fees will apply.
- Paperwork change fees: Orders already in process may incur a 5% or $25 fee, whichever is greater.
Shipping, Pickup & Tracking
Freight Terms
Review our full Terms: Freight and Carrier (PDF) for details on responsibilities and charges.
Customer Pickup
- Our shipping team will contact you when your order is ready
- Orders must be picked up within 48 business hours of notification
- Contact info: Provide a contact name and preferred method for pickup communication
Track Your Order
Use our Freight page to access carrier information and tracking tools.
Go to Freight & Tracking →Delivery Issues, Returns & Damages
⚠️ Important: Inspect on Delivery
- Check your shipment before signing the delivery receipt (POD)
- Note any visible issues directly on the document
- Pending inspection: If you cannot inspect, sign as "Pending Further Inspection"
Reporting Problems
- Report timing: Contact Polar Tech within 48 business hours if there are any problems with your shipment
- Return window: Standard returns must be requested within 30 days of invoice date
- Return authorization: Contact Customer Service to obtain an RMA number before returning any product
- Restocking fees: Returns of resalable stock may be subject to a 30% restocking fee
Damaged or Defective Items
- Photo documentation: Photograph all damage, including outer packaging
- Keep packaging: Do not discard boxes, materials, or damaged items until authorized
- Carrier-caused damage: Additional carrier documentation may be requested
Account Information & Payment
Account Updates
- Tax exempt: Submit exemption certificates for review if your business qualifies. See here for more information.
- Business name changes: Provide written authorization and updated billing address; additional details may be requested.
- Contact updates: Email Customer Service & Accounting to add or remove contacts. Most updates are completed within 24 business hours.
Payment Methods
- Credit cards: Polar Tech accepts all major credit cards and does not charge a processing fee.
- Credit terms: Approved accounts can purchase on terms. Submit the Credit Application Form (PDF) to apply.
- Payment by check: Make checks payable to Polar Tech Industries and mail to our billing address: PO Box 67, Bloomington, IL 61702
Replacement Parts & Policies
- Replacement parts: View available Replacement Parts & Accessories for Polar Tech products
- Conditions of Use: Review our Conditions of Use for complete terms, legal notices, and website policies