A leading US manufacturer of body cooling and hot & cold therapy products since 1984.
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Frequently Asked Questions

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COOLING PRODUCTS

THERAPY PRODUCTS

COMPANY

General Cooling Questions
MS Cooling Questions
Evaporative
Kool Max Cooling Packs
Phase Change
Cool Flow System
Surgical Cooling
Military Cooling

General Therapy Questions
Active Ice System
Soft Ice® Packs
Soft Ice® Wraps
Microwaveable Moist Heat
Trigger Point Massage

Shipping Policies
Payment
Exchange Policies
Product Repairs
Warranties
About Us



If you don't find the answers to your questions here, feel free to contact us - we are here to help you!


Please Note: This information is not intended as a substitute for professional medical treatment or consultation. Always consult your physician in the event of a serious injury or whenever using cold or hot therapy for a medical condition.

COOLING PRODUCTS

General Cooling Questions

What is the best cooling system for me?

That all depends on your unique situation, location, and many other factors. Check out this comparison chart - it may help you decide. We manufacture all major types of cooling technologies, so we are unbiased in our assessment of their qualities. You're always welcome to give us a call at 1-800-763-8423 - our sales reps are more than happy to offer their advice.

What is the best cooling system for athletic activity?

Kool Max Cooling Vests and Phase Change Cooling Vests both offer high levels of cooling for several hours. For activities such as hiking and biking, we'd recommend the PCVH, with a built-in hydration reservoir to keep you cool and hydrated. Extra sets of cooling packs are a great deal when you purchase them with a vest; we recommend taking them along with you in a cooler to extend the duration of cooling for more strenuous activities.

Can I wear cooling products under my clothes?

Yes, but we recommend a small layer of fabric, like a light cotton t-shirt, between your skin and any of our cooling vests.

Can I wear cooling products directly on my skin?

Protect your skin from frostbite by wearing a thin layer (like a cotton t-shirt) beneath any cooling vest. We offer cooling wraps that are made of a comfortable, all-cotton fabric to protect the skin and an insulated outer composite fabric to direct the cooling energy toward the body.

What are the most discreet cooling products you offer?

We offer two sizes of Kool Max Torso Vests, which are easily hidden beneath clothes. The Kool Max Leg & Groin Wrap is easy to hide as well.

We also designed a vest for women that looks too nice to hide underneath clothes! Our Kool Max Fitted Vest is more stylish than the average cooling vest. There are no visible seams for the cooling pack pockets on the exterior of the vest, meaning that the cooling packs are invisible.

Accessories are another great option for discreet cooling. Check out our evaporative, phase change, and Kool Max neck wraps. When you cool the major arteries in your neck, it helps to keep your whole body cool! Some other cooling accessories include ankle and wrist wraps.

Which of your cooling products is best for traveling?

Evaporative products are lightweight and can be put in a carry-on bag if you’re flying. The Kool Max and Phase Change products will survive high altitudes, but must be in your checked baggage. We'd recommend putting them in a plastic bag, just in case.

Which cooling system will keep me the coolest?

All cooling products vary given the climate and other variables, so it really depends on your situation. The Kool Max Cooling Pack products have the highest cooling energy for their cost.

Which cooling system will keep me cool the longest?

All cooling products vary in their performance from person to person, so it depends on your situation. We'd recommend purchasing an extra set of packs - they're a great deal when you purchase them with a vest. We suggest taking them along with you in a cooler to trade out packs to extend the duration of cooling. Another option is our Cool Flow system, which provides constant cooling as long as you refill the ice and water in the reservoir. This system does require a vest tethered to a cooling reservoir, but with a battery pack, this can be a great option for people who use a mobility device such as a scooter.

Are your vests fire resistant? And are the packs flammable?

We do offer fire resistant versions of our Kool Max and Phase Change vests, which are ideal for industrial situations. Contact us for more information. Only under extreme and direct exposure to open flame would our Phase Change Packs catch fire. The Kool Max Packs are completely non-flammable.

What are your cooling vests and wraps made of?

Our vests and wraps are made of a nylon-cotton blend with insulated foam.

What are your cooling packs made of?

Hey, that's our secret! But we will tell you that our Kool Max Cooling Packs are made in Akron, OH of all-natural, recycled materials that are non-toxic.

What's your best selling cooling system?

Kool Max Cooling Pack systems are our bestseller. They're an excellent value for the high-level cooling energy they offer.

How do I clean my vest?

Spot clean by hand and air dry. You may also machine wash on a delicate cycle.

How do I store my packs?

Storing your packs in the freezer has two benefits: first, they'll always be ready when you need them, and second, they'll last a long time! If you're storing them for the season, don't put them in a hot area.


MS Cooling Questions

Which cooling system is best for people with MS?

We manufacture all four major types of cooling technology; therefore, we're unbiased in our recommendations. The best one for you depends on your unique situation, lifestyle, and climate. For example, Kool Max Cooling Pack systems provide high cooling energy for 3 to 4 hours, which is great for an afternoon outdoors. If you're in a low humidity climate, or don't have access to a freezer, evaporative cooling may be a better option for you.

Will Polar submit my order to my insurance company?

We're sorry - we are currently unable to work with insurance companies.

Which products are covered through MSAA's cooling program?

Polar Products works closely with the Multiple Sclerosis Association of America on their excellent Cooling Program for people with MS who qualify for financial assistance. The Polar Products they provide include your choice of the Kool Max Poncho Vest Cooling Kit or the Kool Max Zipper Front Vest Cooling Kit, and the Soft Ice Cooling Pillow Case. For more information, call the MSAA at 800-532-7667, or follow this link for a catalog and application.


Evaporative

When is evaporative cooling the best choice?

Evaporative products are lightweight, inexpensive, and don't require access to a freezer. They are also ideal in low humidity climates.

How long will evaporative products keep me cool?

Evaporative products will offer greater cooling in low humidity climates, and as with all cooling products, cooling time varies given your activity and other factors.

Will evaporative products get my clothes wet?

It's best to wring evaporative products out gently before wearing. Some people suggest briefly spinning them in your washer (Use the 'spin cycle' option) to get out excessive moisture.

How does evaporative cooling work?

Our evaporative cooling products harness the natural cooling energy that is produced when water evaporates. For example, have you ever seen an outdoor patio mist cooling system in a low humidity climate? The mist in the air works to cool the people on the patio without actually getting them wet. Evaporative cooling products work in a similar fashion.

What are evaporative products made of?

Evaporative garments are made of 100% nylon with a special polymer sewn in that holds water.

How long does it take to activate the cooling?

Simply submersing them in water for 1 to 3 minutes (or until they reach the desired level of hydration) activates our evaporative cooling garments.


Kool Max Cooling Packs

When is Kool Max the best choice?

Kool Max Cooling Pack systems offer very high cooling energy for a moderate cost. The packs are effective in all climates and weigh less than 5 pounds. They may be worn beneath clothing and provide cooling for up to 4 hours depending on environmental conditions.

How long will the cooling packs last?

The best thing about our Kool Max Cooling Packs is that they can be reused over and over again. With proper care and storage, your packs should last for years. During the winter, or whenever they're not in use, it's best to store them in the freezer.

How long do the packs stay cold?

The packs will stay cold for approximately 3 to 4 hours, depending on your situation. For extended cooling, we recommend purchasing an extra set of packs (which are a great value when purchased with a vest) to change out when the packs are no longer cool. Keep the extra set in a freezer (or cooler), ready to go!

Will the packs get my clothes wet?

No. The packs are sealed to prevent any leakage. Any condensation from the frozen pack will be absorbed by the vest or wrap.

How much does each pack weight when frozen?

Each pack weighs 8 ounces when frozen.

How does it work?

These non-toxic, water-based packs freeze in the freezer, and provide extended cooling while they are frozen.

What are Kool Max Cooling Packs made of?

Hey, that's our secret! But we will tell you that our Kool Max Cooling Packs are made in Akron, OH of all-natural, recycled, non-toxic materials.

What are the vests made of?

The vests are made of nylon and cotton with insulated foam padding.

How do I activate the packs?

Simply place the packs flat in the freezer.

How long will it take the packs to freeze?

This depends on freezer settings. They don't take any longer than water to freeze. For best results, store them in the freezer, so they're ready to go when you are!

If the packs burst, is the liquid toxic?

Kool Max Cooling Packs are made of non-toxic, all-natural, and recycled materials, so it isn't harmful. If the liquid does come into contact with your skin, rinse the area with gentle soap and warm water.

Under what conditions would the packs burst?

The packs won't survive improper storage in hot conditions, so for lengthy storage, keep them in the freezer. Always place them flat in the freezer. Severe impact to the packs can cause them to burst at the seams.

Do the packs meet airline security requirements?

You cannot carry-on the packs; however, they can be in your checked baggage. It would probably be a good idea to check with your airline just in case, and to pack them in a resealable clear plastic bag.


Phase Change

When are Phase Change Packs the best choice?

Phase change packs provide constant cooling of 58 degrees Fahrenheit, regardless of climate, and are the best choice when freezers are not available. Phase change packs are commonly used under military combat gear, hazardous materials suits, mascot costumes, and other apparel.

How long do the Phase Change Packs last?

Our reusable Phase Change Packs provide a constant cooling of 58 degrees Fahrenheit for 1 to 3 hours, depending on your situation.

Will the packs get my clothes wet?

No, phase change packs are frozen and do not produce condensation.

How much do the packs weigh when activated?

The largest packs weigh approximately 1.3 pounds each. There are 4 packs for each vest. The packs for neck wraps are smaller.

How do the packs work?

The packs are made of a special composition that 'freezes' at 58 degrees; the packs will release that constant temperature regardless of climate.

What are the packs made of? Is it toxic?

The packs are made of a special non-toxic component.

How long does it take to activate?

The packs can be submerged in ice water for the quickest activation. You'll know they're ready when the packs turn white. For the best (and most convenient) results, store the packs in the freezer or refrigerator, ready to use.

Are the packs flammable?

No, only under extreme conditions, like exposure to open flame.

Why do the packs change from clear to white?

When the packs are activated, they turn from translucent to white. That way you know when the pack is 'frozen' and it's ready to go!

How do I use the packs?

Submerge the phase change packs in ice water for up to 45 minutes, or place in a freezer, until solid. Return packs to garment pockets. Wear; repeat steps as needed (or use additional packs for continuous relief). For the best (and most convenient) results, store the packs in the freezer or refrigerator, ready to use.

Do the packs meet airline security regulations?

You cannot carry-on the packs; however, they can be in your checked baggage. It would probably be a good idea to check with your airline just in case, and to pack them in a resealable clear plastic bag.


Cool Flow System

What situations are best for this system?

Cool Flow Systems are best for stationary/limited mobility situations. For example, the system provides excellent cooling for surgeons when the operating room is kept warm for patient safety. In industrial situations, the system is good for bucket trucks or when workers are on an assembly line. With a battery pack, the system can be a great option for people who use a mobility device like a scooter.

What all comes with the system?

Your choice of a Fitted, Adjustable or Buckle tethered cooling vest, a 15 quart wheeled cooler with retractable handle, 9 feet of insulated tubing (or 4 if you prefer), and an auto-drain accessory.

Can I travel with the system?

If you're planning to fly, check with your airline prior to your travel. If there's no water in the reservoir, it should meet TSA regulations. If you're taking a road trip, consider the auto power adaptor for continuous cooling power while you travel.

How long will it keep me cool?

It will cool you indefinitely, as long as you add ice and water. We recommend reusing an empty juice carton to freeze larger blocks of water. The ice will melt slower and will cool you longer.

How long will the system last?

The system is reusable with a 1-year warranty. We sell all of the individual parts, so we can replace wear and tear items like couplings. Beyond that, we stand by our product and will replace or repair any system if needed.

Will it get my clothes wet?

No. The tubes are insulated, so the vest will not get you wet. But be sure to fill water only to the line indicated on the interior of the reservoir, so the cooler isn't overfilled.

How much do the vests weigh?

The Fitted and Adjustable vests weigh just 16 ounces with water in over 50 feet of built-in insulated tubing. The Buckle vest weighs 30 ounces.

How does it work?

This system works by circulating cold water from a reservoir throughout insulated tubing built into a vest. There is a pump in the reservoir, as well as a temperature control that allows you to determine how much water is flowing through the lines. Simply place blocks of ice in the reservoir, fill with 3 to 4 quarts of water to the fill line, plug in the system, and turn it on.

Can I control the temperature?

You can control the temperature by adjusting the amount of ice water flowing through the lines. The more ice water rushing through the lines, the cooler you will feel. There is an easy temperature control switch on the cooler.

What are the tethered vests made of?

The vests are made of nylon and cotton with built-in water lines swen into the interior.

How long will it take to get me cool?

You should begin to feel cool as soon as there is water flowing through the lines.

How do I use it?

Begin with the system unplugged from any power supply. Simply place blocks of ice in the reservoir and fill with 3 to 4 quarts of water to the fill line. Position the vest on your body and adjust for a snug fit. Plug in the system, adjust the temperature control to coldest, and turn it on; allow the system to operate for a few minutes before you adjust the temperature. When you're through, the auto-drain accessory makes it easy to pump water from the reservoir into a sink or drain.

If I disconnect the vest from the cooler, will it still keep me cool?

If the vest is no longer tethered to the reservoir, cold water will cease to circulate through the tubing in the vest.

Can I be mobile while using it?

This system is best for moderately stationary work/activities. We do offer a rechargeable battery pack and an auto adaptor so that access to power isn't an issue, but you will need to be tethered to the cooling reservoir.

Can I wear the vest under clothes?

Yes. The Fitted vest is particularly discreet and snug. As with all cooling vests, we would recommend wearing a thin layer (like a cotton t-shirt) beneath the vest, but you can certainly layer clothes above.

How do I clean the vest?

Spot clean the vest by hand with a mild detergent and air-dry; be careful not to bend the tubing. Warm, soapy water works as well. Once a month, pour 16 ounces of Isopropyl Alcohol (rubbing alcohol) in the cooling reservoir with the ice and water while the system is being used. This will clean the vest water lines, pump and hoses clear of the build-up that can occur in water-circulation systems. Wipe out cooling unit after each use. For extended storage, clean as described above and then empty the water from the cooler and vest. When necessary, wipe cooling unit and hoses with warm soapy water.

How do I store the vest when not in use?

It is very important to hang the vest when not in use to prevent any kinks in the lines. This also allows any excess water to drain from the vest.

How do I empty and clean the cooler?

Use the auto-drain accessory to pump water from the cooler into a sink or drain. There will still be a small amount of water in the reservoir; at this point, it will be light enough to lift and empty.


Surgical Cooling

Why would cooling be necessary in the O.R.?

Operating rooms should be kept warm to protect patients who are under anesthesia from hypothermia. In fact, many states have passed legislation requiring operating rooms to be kept at a specific temperature for patient safety. When wearing a sterile gown for a length of time, especially while standing under warm O.R. lights, the surgeon can become quite hot. Circulating water cooling vest systems are ideal for keeping the O.R. staff comfortable during surgery.

Do you offer free trials of the Cool Flow system to hospitals?

Yes, we do! Check out the conditions of our 30-day Free Trial Program.


Military Cooling

Do you ship to APO/FPO addresses?

Yes. We ship through the USPS, using flat-rate boxes. The customer pays actual shipping costs, which vary depending on the size of the box.

Do you sell to the military?

Yes, we are contracted with the military.

Are the Kool Max Packs and Phase Change Packs interchangeable?

Yes, in the military vests, you can use the Kool Max Packs and Phase Change Packs interchangeably.

Can the vest be worn under uniform?

Yes, the vests are designed for compatibility with the Interceptor Outer Tactical Vest (OTV).

How do I clean the vest?

Hand wash in warm water using a mild soap. Hang in an open area to dry.

How do I store the vest when not in use?

Be sure to keep your cooling packs in a dark, cool area - preferably the freezer. The vest can be folded or hung.

How much do the vests weigh?

Military vests weigh approximately 4 - 6 pounds with all packs included.

What if I don't have access to a freezer?

Phase Change Packs are a great option when you don't have access to a freezer. They can be activated in ice water.

THERAPY PRODUCTS

General Therapy Questions

When should I use hot therapy vs. cold therapy?

A good rule of thumb is cold for acute pain, heat for chronic pain. Always use heat therapy prior to an activity to loosen up your muscles, and cold afterward.

For acute pain, the Soft Ice® Compression Wrap provides short-term pain relief for soft-tissue injuries. Cold compression aids in reducing swelling, bleeding, spasms and pain. Apply as soon as possible after an injury has occurred and continue for 48 to 72 hours. (See the following question, "What should I do if I suffer an acute injury?")

Heat or Moist Heat Therapy should be used for chronic conditions such as muscle discomfort or stiffness. Applying heat to an area effectively opens up the blood vessels allowing blood to flow freely to the affected area. This increases circulation, delivering an increased supply of oxygen and nutrients and removing waste from sore, fatigued and injured muscles.

Many doctors recommend alternating cold and moist heat therapy for chronic pain as well - 20 minutes of cold, 20 minutes off, and then 20 minutes of moist heat. Combination therapy is an effective treatment for repetitive strain injuries, and can help with the pain of arthritis. For acute pain, once the swelling goes down, alternate cold therapy and moist heat therapy as described above. Our Drug-Free Pain Relief Kits provide the synergistic therapeutic benefits of cold compression and moist heat.

What should I do when I suffer an acute injury?

A common recommendation for all first aid and acute injuries is known as the R.I.C.E. method: Rest, Ice, Compression and Elevation. When you are hurt or are in pain, R.I.C.E. is the key to the four basic methods of speeding injury recovery and reducing pain:


Rest: Resting is important immediately after the injury for two reasons: First, rest is vital to protect the injured muscle, tendon, ligament or other tissue from further injury. Second, your body needs to rest so it has the energy it needs to heal itself most effectively.


Ice: This is the best method for soft-tissue injuries. Cold can provide short-term pain relief. It aids in reducing swelling, bleeding, spasms and pain. Apply as soon as possible after an injury has occurred and continue for 48 to 72 hours. Most doctors recommend 20 minutes of cold therapy followed by 20 to 60 minutes off.


Compression: For a severe injury, immediate compression (pressure) is important to decrease bleeding and keep fluids from pooling in the area. Compression should be continued throughout the day and removed at night.


Elevation: Elevating the injured area above the heart helps reduce internal bleeding and swelling.


Polar's system of Soft Ice® Packs and Compression Wraps provides a comfortable, convenient and effective method of implementing a R.I.C.E. regimen. Our patented Soft Ice® Packs stay soft and flexible even right out of the freezer, providing greater contact, heat transfer and comfort than ice or cheaper cold packs. Check out our Soft Ice® Compression Wraps! After 24 to 48 hours of R.I.C.E., many injuries will begin to heal. If your pain or swelling does not decrease after 48 hours, consult your primary care physician or go to the emergency room, depending upon the severity of your symptoms.

What should I do if I suffer from chronic pain?

Heat or Moist Heat Therapy should be used for chronic conditions such as muscle discomfort or stiffness. Applying heat to an area effectively opens up the blood vessels allowing blood to flow freely to the affected area. This increases circulation, delivering an increased supply of oxygen and nutrients and removing waste from sore, fatigued and injured muscles. Moist heat therapy can be effective in treating back pain caused by muscle strains and spasms. Arthritic and thematic pain is often temporarily relieved with the use of moist heat.


Apply Polar's Thera-Temp® Microwaveable Moist Heat Therapy Wrap to the targeted area for twenty minutes, repeating as needed after a twenty minute break. Cold therapy can also be effective with chronic pain. Many doctors recommend alternating intervals of cold and moist heat therapy: twenty minutes of cold, twenty minutes off, and then twenty minutes of heat. Our Drug-Free Pain Relief Kits provide the synergistic therapeutic benefits of cold compression and moist heat.

How often can I use hot therapy?

We typically recommend using hot therapy for no more than 20 minutes at a time, with 20 minutes in between each application. Always consult your physician prior to using any therapy product.

How often can I use cold therapy?

We typically recommend using cold therapy for no more than 20 minutes at a time, with 20 minutes in between each application. After surgery, the Active Ice® Therapy System provides constant relief with circulating cold water for up to 48 or 72 hours. Always consult your physician prior to using any therapy product.

I get terrible migraines. Can your products help?

Cold therapy has been proven to help reduce pain from migraines and headaches. We recommend our Soft Ice® Head and Neck Wraps. Check out our Cool Flow Head Cap and Migraine & Headache Pain Relief Kit. Some people also find temporary relief with our Thera-Temp® Moist Heat Wraps.

What conditions benefit from cold therapy?

  • Acute injuries
  • Sprains
  • Strains
  • Muscle spasms
  • Whiplash
  • Insect bites
  • Contusions
  • Dislocation
  • Subluxations
  • Arthritis
  • Headaches and Migraines
  • Hematoma (acute)
  • Bursitis
  • Tendonitis
  • Post-surgery pain relief
  • Myofascial disorders (muscle spasm, muscle tension, muscle soreness)

Active Ice® Therapy System

How long can I use the system?

After surgery, the Active Ice® Therapy System provides constant relief with circulating cold water for up to 48 or 72 hours. As always, please contact your physician prior to using any therapy product.

How long will it run before I need to add water and ice?

We recommend reusing an empty juice carton to freeze larger blocks of water. The ice will melt slower and will cool you longer. It will last for several hours, and you can always add more ice and water for continuous cold therapy.

Can I control the temperature?

Yes. You can control the temperature by adjusting the amount of ice water flowing through the lines. The more ice water rushing through the lines, the colder the water will feel. There is an easy temperature control switch on the cooler.


Soft Ice® Packs

When should I use Soft Ice® Cold Therapy?

Using cold therapy to treat injuries is one of the oldest methods of pain control. Cold therapy is an easy self care technique that is proven to be safe and effective at reducing swelling, relieving pain and decreasing muscle spasms. Often people who use cold therapy require much less pain relief medication. Cold therapy (or cyrotherapy) is usually recommended as soon as possible after an injury has occurred and continued for 48 to 72 hours. Most doctors recommend twenty minutes of cold therapy followed by twenty to sixty minutes off. Some chronic injuries can also benefit from icing, but always ice after an activity using the affected muscle or joint, never before.

How does cold therapy work?

After an injury, blood vessels that deliver oxygen and nutrients to cells are damaged. The cells around the injury increase their metabolism in an effort to consume more oxygen. When all of the oxygen is used up, the cells die. Also, the damaged blood vessels cannot remove waste. Blood cells and fluid seep into spaces around the muscle, resulting in swelling and bruising. When ice is applied, it lowers the temperature of the damaged tissue through heat exchange and constricts local blood vessels. This slows metabolism and the consumption of oxygen, therefore reducing the rate of cell damage and decreasing fluid build-up. Ice can also numb nerve endings. This stops the transfer of impulses to the brain that register as pain. Cold or ice should never be applied directly to the skin. A barrier, such as a towel or compression wrap should be placed between the cold pack and the skin's surface to prevent skin and nerve damage.

What precautions should I take when using cold packs?

Prolonged, direct contact with cold can damage skin and nerves, so always use a cloth or a Polar Soft Ice® Compression Wrap between the pack and the skin. Hot or cold therapy should not be used on people who have circulatory problems, who are unconscious, who cannot feel or respond to cold (e.g. in paralysis) or on people who develop skin reactions when exposed to cold.

Why not just use a bag of ice or frozen peas?

In theory, either of these methods would work, but the reality is that they're messy and they freeze hard and crunchy, which does not allow close contact with the skin, maximum heat transfer and comfortable cold therapy. Ice bags and frozen peas are also less environmentally sound than reusable cold packs and they do not provide compression. When you are in serious pain, you want a quick, clean solution that is reusable and will provide you consistent relief. Check out our Soft Ice® Packs! Just keep them in your freezer so they're ready in an emergency.

How long do the packs stay cool?

Cold therapy requires that as much heat is drawn from the affected area within the first twenty minutes as possible. Therefore, Soft Ice® is designed to stay soft and flexible to optimize cold therapy for twenty minutes.

How many times can I reuse the packs?

Unlike many single use packs, our Soft Ice® Packs can be reused over and over again and will last for a long time if stored properly in a cool environment.

What are the packs made of? Is it toxic?

Soft Ice® Packs are made of 100% non-toxic and recycled materials. However, if your skin does come in contact with the liquid inside the packs, wash the affected area with soap and water.

How do I use them as heat packs?

Check the label on your pack. Is it a "V", "S", or "M" series pack?


For the "V" Series: To use as a heat pack, place flat in microwave. Heat at lowest setting for thirty seconds. Gently press pack to mix contents and repeat if necessary. Alternatively, boil water and remove from heat. Place the pack in hot water for 5 minutes. Please note: Do not boil!


For the "S" or "M" Series: To use as a heat pack, boil water and remove from heat. Place the pack in hot water for 5 minutes. Please note: Do not boil! Do not microwave "S" Series Packs.

How do I store them?

There are two great reasons to store your packs in the freezer at all times: first, you never know when you might need them, so they'll always be ready; second, they'll last the longest if they're stored flat in the freezer. Never store your packs in a hot environment!

Why is there white stuff on my packs?

Don't worry - what you're seeing is a salt residue. We apologize for any inconvenience; simply wipe with a damp cloth. It is non-toxic, but wash your hands afterwards.

How do I clean the packs?

If your packs get dirty, clean them with warm, soapy water on a damp cloth.

Are the packs flammable?

There are no ingredients in the packs that would be flammable.

Can I return the packs if I don't like them?

Yes. We want you to be completely satisfied with any product you purchase from us. If for any reason you're not, give us a call and we'll make it right.

Can I use the packs directly on my skin?

Please don't! Always use a cover or cloth to protect skin from burns or frostbite. We sell covers for most of our packs. And check out our Soft Ice® Compression Wraps - they add a gentle and adjustable compression while protecting your skin.


Soft Ice® Wraps

How do I clean my wrap?

Hand wash in warm water using a mild soap. Air dry.

Where do the packs go?

The packs fit into custom-sized built-in insulated pockets within each wrap, so it should be clear where each pack should go.

How does compression help?

Compression is essential to the R.I.C.E. method, a common recommendation for all first aid and acute injuries: Rest, Ice, Compression and Elevation. When you are hurt or are in pain, R.I.C.E. is the key to the four basic methods of facilitating injury recovery and reducing pain. Compres sion (gentle pressure) helps limit and reduce swelling, which is important to decrease bleeding and keep fluids from pooling in the area. It also helps to relieve your pain.


Thera-Temp® Moist Heat Wraps

What is the difference between moist and dry heat?

Moist and dry heat are the most common superficial heat therapy treatments. However, moist heat is more effective than dry heat in providing deeper penetration of the tissue at the same temperatures. Moist heat also has additional capacity to change the tissue temperature rapidly and obtain more vigorous response from temperature receptors. Patients often report greater relief of symptoms from moist heat. Moist heat can speed recovery by increasing blood flow to the targeted area. This increased circulation brings in fresh blood and takes away the wastes which may slow healing. Our Thera-Temp® Microwaveable Moist Heat Wraps produce moist heat by drawing moisture from humidity in the air and retaining it in therapeutic beads.

How do dry and moist heat compare?

Comparison indicates that moist heat has many advantages over dry heat: Moist heat is more effective than dry heat in deeper tissue heating

  • Moist heat penetrates more than dry heat at the same temperature
  • Moist heat has additional capacity to change the tissue temperature rapidly and obtain more vigorous response from temperature receptors
  • Patients often report greater relief of symptoms from moist heat
  • Moist heat is preferred over dry heat as a treatment or component of the treatment for the following conditions: pain, stiffness and secondary muscle spasm in chronic arthritis , acute temporomandibular joint closed lock condition , and pain and muscle spasm on posterior neck and back in patients with ankylosing spondolytis

When should I use heat therapy?

Heat or Moist Heat Therapy should be used for chronic conditions such as muscle discomfort or stiffness. For example, for some people, nothing soothes their back pain like a hot pack. In a 2002 study published in the medical journal Spine, investigators at the University of Medicine and Dentistry of New Jersey concluded that the continuous application of low-level heat wrap therapy eased low back pain better than two common over-the-counter painkillers. Heat therapy can also be used before exercise to increase the flexibility of joints and to increase blood flow. (Note: You should not use heat therapy after exercise. Instead, use cold therapy.) Because heat therapy increases circulation and increases the skin temperature, it should not be used when there is any swelling or inflammation.

How should I use heat therapy?

The best way to apply moist heat or heat is to alternate twenty minutes of heat therapy with a twenty minute break. Repeat this process for three to four times daily until stiffness and soreness decreases. It is important when using heat therapeutically to always have enough barrier between the skin surface and the heat pack to protect the skin.

What precautions should I take when using heat therapy?

  • Most therapists and doctors advise not to use heat right after an injury, as this will have the opposite effect of ice. Heat increases blood flow and relaxes muscles. It's good for easing tight muscles, but will only increase the pain and swelling of an injury.
  • Heat therapy should not be used on people who have circulatory problems, who are unconscious, who cannot feel or respond to heat (e.g. in paralysis).
  • Take care not to burn or damage the skin. Use extra caution if you are diabetic.
  • Place a soft towel or cloth between the heating pack and the skin.
  • Take care when using a heat pack if you are taking medicines that make you sleepy or if the area being treated is numb.
  • Limit the heat therapy at first to ten or fifteen minutes at a time. Try ten minutes every one to two hours.
  • Wait at least twenty-four hours before applying heat to skin that has been bruised, cut or used for an injection or subjected to any "invasive" procedure. (NOTE: Heat can increase bleeding.)
  • Important: If the area is inflamed or sore from overuse, use cold therapy, NOT heat therapy!

Trigger Point Massage

Why not just use Dixie Cups?

Frozen water in Dixie Cups melt during therapy, which is messy and inconvenient. Trigger Point Massage Products are neat and efficient, and are ergonomically designed for the user's hand as well. Roller Ice is reusable and less wasteful than Dixie Cups. They can be heated as well!

What conditions benefit from the Roller Ice?

Use for headaches, migraines, strains, sprains, carpal tunnel, tennis elbow, TMJ, plantar fasciatis and much more!

How do I clean my Roller Ice?

Clean the rubber bulb with warm, soapy water. Dip a cotton ball in Isopropyl Alcohol (rubbing alcohol) and rub it over the roller ball. If the ball is struggling to roll, some WD40 (lubricant) on a cotton ball should help it roll freely again. How do I heat it?

To use as a hot therapy tool, boil water and remove from heat. Place the Roller Ice in hot water for 5 minutes. Please note: Do not boil! Do not microwave!

It is safe to use directly on skin?

Yes. If heated, test with a light touch first to be sure it's not too hot.


COMPANY QUESTIONS

Shipping Policies

Once I place my order, how quickly is it processed and when does it ship?

Credit card orders will be typically processed and shipped within a few days. Merchandise that is out of stock will be back-ordered and customers will be notified within 2 business days.

What are your shipping rates? Who is your carrier?

Orders will be shipped via FedEx Ground Service (arrives in 3 - 5 business days). Other options include FedEx Overnight/Next day (Standard arrives before 6 pm, Priority arrives before 10 am) and FedEx 2nd Day are available upon request for an additional fee based upon weight. The following shipping rates apply for the continental U.S. only and for standard FedEx Ground Service. Call for rates to Alaska, Hawaii and all other locations.


Total Purchase Price:
Add:
Up to $9.99
$6.00
$10.00 to $49.99
$8.50
$50.00 to $99.99
$10.50
Anything over $100.00
$12.00

Do you ship internationally?

Yes. At this time we do not accept international credit cards on our website; please e-mail our office to discuss payment options like PayPal. We ship internationally via US Postal Service flat rate boxes. We will try to ship your products cost-effectively.


Payment

What forms of payment do you accept?

We currently accept Visa, Mastercard, and Discover for retail orders on-line and over the phone. If you'd prefer, you're welcome to pay through PayPal on-line. (PayPal accepts American Express.) Please call our Customer Service at 1-800-763-8423 if you need to pay with a check or money order or issue a purchase order.


Exchange Policies

I ordered the wrong (size, color, product) - can I exchange it?

We want you to be completely satisfied with any product you purchase from us. If for any reason you're not, give us a call and we'll make it right.


To initiate a cooling vest size or color exchange:

  • 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: 
Polar Products, Inc.
3380 Cavalier Trail
Stow, OH 44224

ATTN: EXCHANGES
  • 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.

To initiate a product exchange:

  • 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: 
Polar Products, Inc.
3380 Cavalier Trail
Stow, OH 44224

ATTN: EXCHANGES
  • 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.

I'm not happy with my product - can I return it?

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 full refund of the product price*. Shipping charges are not refundable. 


* 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 IceTM 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 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.
We are typically able to process your returns within 5 business days from the day with receive the returned product.

Please contact us if your product is received damaged or defective and we will make it right!

My item arrived damaged - what do I do?

 If your product is received damaged in shipping, keep all packing materials and report the damage to our Customer Service at 1-800-763-8423. We will file a claim with the carrier and repair or replace your product.


Product Repairs

I'm having a problem with my Polar Product. Will you fix it?

We want you to be completely satisfied with any product you purchase from us. Please see our product warranties below.  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.

If your product is out of warranty, please call our Customer Service at 1-800-763-8423 or e-mail us at polar@polarproducts.com.


Warranties

I'm having a problem with my Polar Product. Will you replace it?

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 IceTM and Cool FlowTM Systems:

  • Polar Products, Inc. warrants that circulating water systems are fit for use under the normal use for which they are intended and free of any defects in materials and/or workmanship for 180 days from the date of initial purchase.
  • Polar's obligation under this warranty is limited to the replacement or repair of any defective part(s) of the the cooler unit, therapy bladders and cooling vests & blankets.
  • If you encounter a problem with your Active Ice or Cool FlowTM System, please call our Customer Service at 1-800-763-8423 to obtain a Returned Goods Authorization number (RGA.) 
  • To obtain warranty service on your system within 180 days of initial purchase, please return the system and 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 (as necessary) your system and return it to you, postage paid.


Kool Max, Phase Change and Evaporative 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 time.


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 time.


About Us

How long has Polar been in business?

We began manufacturing body cooling and hot and cold therapy products in 1984.

Who do I contact regarding...?

Please contact our office at Polar@polarproducts.com with all other inquiries.

Why should I buy from Polar?

When you purchase a product from Polar Products, you're supporting a small, family-owned American business with domestic manufacturing operations.We manufacture all major types of cooling technologies, so we're unbiased in our recommendations and can provide the system that's best for your unique situation. Our therapy products are reusable and made of recycled materials, so they're environmentally-friendly. Our friendly and knowledgeable customer service staff is second to none. If you have any questions prior to placing your order, we'll be happy to offer our advice. You're always welcome to call with any concerns as well. And finally, we stand by our products. If you're not completely satisfied, we'll replace, repair, refund, or do whatever it takes to make it right.

Is Polar an environmentally-friendly company?

We strive to be. Our cooling and therapy wraps and packs are reusable, unlike competitors' single-use packs. They are also made of recycled and non-toxic materials, so our products are definitely a more environmentally-friendly option. We recycle all paper in our office and all boxes in our factory.


Contact Us

3380 Cavalier Trail
Stow, Ohio 44224
ph: 1.800.763.8423
330.253.9973
fax: 330.253.4233
Hours: M-F 8am - 5pm EST
polar@polarproducts.com
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