Returns + Exchanges

Polar Products Inc. stands behind the quality of all our products and is committed to ensuring a positive experience with us and our products.

In the unlikely event that you experience an issue; our team is dedicated to resolving it as quickly as possible. Backed by our 12-month manufacturer’s warranty and service-focused approach, you can feel confident in your purchase—we stand behind our products and are here to make it right. If you experience an issue, we encourage you to contact us prior to initiating a return, as many issues can be resolved without the need to send the product back.

RETURN POLICY

Products may be returned within 30 days of receipt, provided they are in unused, original condition and include all components and packaging. Approved returns are subject to a 10% fee (to cover disassembly, inspection, and restocking). Shipping charges are non-refundable.

Please note the following exceptions:

• Active Ice® Cold Therapy Systems or Therapy Pads may not be returned once used due to health regulations. If a system is not functioning properly and is within the 12-month warranty period, it will be repaired or replaced.
• Special-order items, including embroidered or screen-printed garments, private label hot/cold therapy packs or wraps, and custom cooling garments or any other custom order product are non-returnable.

Return Instructions

To complete a return, please follow the steps below:

• Contact our office by phone or email to obtain a Returned Goods Authorization (RGA) number.
• Securely package the item in its original packaging. Products must be in new condition (unused, free of odors such as smoke or perfumes, and without marks, damage, or wear).
• Include your original packing slip or a printed copy of your order confirmation email.
• Ship the package using a carrier of your choice to the address below:

Polar Products
ATTN: RGA # ________
3380 Cavalier Trail
Stow, OH 44224

Note: Customers are responsible for return shipping costs. Polar Products is not responsible for items lost or damaged during return shipping; we recommend insuring your package.

Refund Processing

All returned items are inspected upon receipt. If the product is in new, excellent condition, refunds will be processed accordingly. Most refunds are completed within 2–3 business days from the date the returned item is received. 

EXCHANGE POLICY

Polar Products Inc. is committed to providing high-quality products you can rely on. We warrant that our products are free from defects in materials and workmanship when used as intended, with coverage extending 12 months from the original date of purchase.

You may exchange a product in its unused, original condition, including all components and packaging, within 30 days of receipt. 

Note:
If you currently have an Active Ice system and are not satisfied with your therapy pad, we do offer a size guarantee and would be happy to provide you with a different therapy pad—even if the original pad has been used. Please note that blanket pads are excluded from this offer. If you would like to request a size exchange, please call or email our office for further details and assistance. 

When exchanging a vest, please keep the packs (if applicable); only the vest needs to be returned. If your replacement vest requires additional packs, they will be included with the new shipment.

Exchange Instructions

To complete the exchange, please follow the steps below:

• Please call or email our Customer Service at 1-800-763-8423 to obtain a Returned Goods Authorization number (RGA.)
• Wrap the package securely in its original packaging. Product must be in new condition (unused, no odors such as cigarette smoke, deodorizers or perfumes, no marks or tears, etc.)
• Include your original packing slip or a printed the printed order confirmation email with the returned item.
• Ship the package using a carrier of your choice to the address below

We are typically able to process your exchange within 2 - 3 business days from the day we receive the returned product.

If you have any additional questions or need further assistance, please contact our customer service team by email or phone. Our manufacturing facility and office are located in Ohio and can be reached at 1-800-763-8423 between 8:30 AM and 4:30 PM EST, Monday through Friday

DAMAGED PRODUCT RECEIVED

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

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.

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.