Freight Information
Freight Costs
Why is my freight charge different from a past order?
Freight charges are constantly fluctuating due to market conditions and fuel prices. We strive to bring you the lowest rate possible with the highest level of service every time from a large selection of carriers.
Why am I being charged for (lift gate, residential delivery, etc.) when I didn't request it?
Usually, the carrier determines what required services/accessorials are necessary but are not included in the customer order. Carriers perform these services at the time of delivery and then adjust the freight invoice accordingly. Once we identify your location requires these services, Polar Tech notates your account. This ensures required services are included in the freight quote and on order confirmations and allows carriers to select the necessary equipment required to deliver the shipment.
Make sure you include all services needed in your purchase order before delivery is arranged. Otherwise, it will likely delay delivery and cost more later if additional delivery requirements are added after pick-up.
Can I use my own freight account?
Yes! Just make sure to notate on your order what service you would like to use and how we should bill it (collect (with an account number), 3rd party (3rd party billing address), etc.). Feel free to request a freight quote from Polar Tech to leverage our network of LTL and parcel carriers as it may prove to be the lowest cost and best way.
Do you offer free shipping?
No, we do not offer free shipping.
Shipping Locations
Can you ship the order to my house?
Yes, our LTL and parcel carriers will deliver to residential locations. If it is an LTL shipment, then it will require a liftgate and straight truck due to the location not having a loading dock and street requirements.
What determines my postal zone?
Your postal zone is determined by the carrier. Polar Tech has no say over whether your address is considered residential, limited access, etc. Confirm your postal zone by reaching out to your LTL and parcel carriers, or USPS.
Do you ship overseas?
Yes, we can accommodate international orders. However, we do not handle overseas shipping directly. We can deliver to a U.S. port for export, or you may pick up from our facility. Customers are responsible for arranging international freight and customs paperwork through their broker.
Can I change the shipping address after it ships?
Yes, but the carrier will charge a fee resulting in a higher freight amount on the invoice. The carrier will charge a reconsignment fee if the delivery address changes after the order has shipped. If they already attempted delivery at the original address, then they will charge a redelivery fee, as well.
Deliveries & Returns
How can I track my shipment?
Once your order ships, you will receive an email with your tracking information. If you do not receive this email, please make sure to check your spam folder. You can also contact our Customer Service department.
Is my delivery date guaranteed?
No, the date on the order confirmation is an estimated shipping date and will ship on that date or sooner. Once an order has been picked up from our facility, the customer will receive an email containing the tracking number. We have no control over when the carrier will deliver. The customer will need to contact the carrier to get an exact delivery date. For help with this, please reach out to our Customer Service department and they can assist with tracking the shipment.
Why do I have to check my delivery before I sign the Bill of Lading/Delivery Receipt?
The Bill of Lading (BOL) or Delivery Receipt serves as legal proof that the shipment was received in acceptable condition. For this reason, all deliveries must be thoroughly inspected prior to signing. Record any damage, shortages, or irregularities directly on the BOL/Delivery Receipt.
Once the Bill of Lading (BOL) or Delivery Receipt is signed as received, it becomes extremely difficult to file a claim or return if issues are found later. Always have a trained team member inspect the delivery before signing.
If full inspection is not possible at the time of delivery, sign as “received pending inspection” to preserve your right to make a claim should additional issues be identified afterward.
Is there a charge if I want to return my shipment?
Yes, customers are responsible for return freight and a 30% restocking fee. Returns must be requested within 30 days of product delivery. Only unopened and sellable products will be eligible for credit. Any items returned that are damaged in transit will not be credited. Custom items cannot be returned. Polar Tech must be notified of the return PRIOR to being received. If we are not aware of the return and it arrives without authorization, Polar Tech cannot accept it. Therefore, the carrier will return it to the customer.
Preferred Carriers
Use these sites to track/trace your shipment.
Customer Service must contact these brokers directly for tracking:
JA Nationwide, CH Robinson, Echo, New Age Transportation, Arrive Logistics.
Need help? Email Customer Service.
Tracking
Once your order ships out, our shipping department will send an email to the contact we have on file for order confirmations. Your tracking number is at the top of that email. Add Administrator to your safe senders to avoid the email going to spam.
Our administrator email is not monitored so please do not reply. If you didn’t receive this email, contact Customer Service and our team will provide tracking to you.
Pickup Information
I am sending in my own carrier. How will I know when it is ready?
Great! Our shipping team will either call or email to let you know when the order is ready to be picked up. Provide us with the contact name and best method of communication (phone, email, etc.).
We require orders to be picked up within 48 business hours.