ORDER PROCESSING
Monday through Friday please allow 24-48 hours to process your online order. Orders placed on Friday, Saturday, Sunday or legal holiday will be processed the following business day.
SHIPPING CHARGES
We ship using USPS and/or UPS Overnight, Second Day, 3 Day or Ground Delivery and REQUIRES A SIGNATURE upon receipt for all first time orders.
Charge is based on the weight of your package and the zone in which you live. All packages require insurance on included into shipping. Some locations charge VAT and other fees that the customer is responsible for and we have no control over the shippers fee’s or procedures.
Please note that Overnight and Second Day and 3 Day deliveries refer to business days – Saturday, Sundays and Holidays excluded. Saturday and International deliveries are subject to an additional charge.
If you have any further questions please ask us.
FOR INTERNATIONAL CUSTOMERS
Please be advised that the consignee shall be responsible for getting the products released from customs and shall shoulder duties and taxes that may be imposed by the customs office in the destination country.
In the event that the shipment fails to clear customs and is returned to us, the following will be deducted from the refund: (1) the cost of shipping and returning the products and (2) returning duties and taxes.
Our international orders are shipped by UPS only unless you arrange your own shipping with another carrier.
We will do our part and follow the exact directions in your order. We will ship your order to the exact address that you provide. Please keep in mind that once an order has shipped, we assume NO RESPONSIBILITY FOR LOST OR DAMAGED PACKAGES. We will give you the best service and file a claim with UPS and provide all the information they need. If you would like a replacement package, or shipment until that claim has been settled, you will be re-invoiced, and payment will be your responsibility. If your claim is settled through our UPS shipping service, you will be refunded for the original package minus shipping. If you arrange your own shipping option, you will be responsible for filing your own claim through your shipping company. Then you may submit a new order and payment to us.
“We are not responsible for any customs restrictions, tariffs, or other regulations that may apply at Customs in any country. Any duties or taxes that may apply are your responsibility. If you have any questions, we encourage you to speak with your customs office, although we will ship any products you order to the address you provide. The responsibility is yours, to check with your country’s customs office to verify that your products can clear customs.
By ordering from us and this site you are stating that you agree to the above disclaimer. While we rarely have problems with international shipments, if there is a problem with your order, we will work hard with you to find a solution.
RETURNS below (Our return policy only applies to end users (personal use) no distributors, affiliates, wholesalers, discount programs or doctors)
Unopened product returned within 30 days of purchase will be refunded in full, less shipping and handling. Unopened product returned within 31-90 days of purchase is subject to a 15% restocking fee. We will not accept product after 90 days of purchase. Please contact customer service for a return authorization number at info@polymva.com
REFUNDS
Once we received your item, we will inspect it and notify you that we have received your returned item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). It usually takes between 48-96 hours to process the refund and it is likely you will receive the credit within seven days depending on your card issuer’s policy.
SHIPPING
You will be responsible for paying for your own shipping costs to return your item. Shipments back to us should be made by a traceable method i.e. DHL, FedEX, or UPS. We are not responsible for lost or damaged packages of product(s) returned to us.
CONTACT US
Please contact us for a Return Authorization Number before returning your package to us. This number must be marked on the outside of the package of product being returned. You can reach us at info@polymva.com.
DAMAGED GOODS AND MISSING CONTENTS POLICY ( for US orders only)
Occasionally, a product can be damaged in transit or an item can go missing. Please understand that our company is not responsible for the actual shipping, damages or lost packages. We are simply the distribution company, not the shipping company, but with your help, we can work together to ensure a timely and satisfactory solution. For the best possible outcome, we ask that you follow the appropriate procedure below:
- The first step is for you, the customer, is to perform a detailed product inspection immediately upon delivery.
- Accept delivery of the shipment.
- If damaged, take pictures of the package and contents and email pictures to info@polymva.com.
- Notify our customer service department immediately (619-447-6500)
- Our company can file a claim on your behalf and work to resolve the issue, if damages are reported within 7 days for UPS.
Please understand that replacements or refunds can be hindered or denied if you fail to notify us of damaged merchandise within two business days of receipt.
MISSING PACKAGE (for US orders only)
Most packages arrive on time, but, sometimes the tracking may show as “delivered” and you don’t have your package. Please understand that our company is not responsible for the actual shipping, damages or lost packages. We are simply the distribution company, not the shipping company, but with your help, we can work together to ensure a timely and satisfactory solution. For the best possible outcome, we ask that you follow the appropriate procedure below:
If your tracking information shows that your package was delivered, but you can’t find it within 48 hours of expected delivery:
Note: UPS may deliver until 10 pm.
- Verify the shipping address in your tracking number.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- See if someone else accepted the delivery, unless you have health or safety concerns about doing so.
- Check your mailbox or wherever else you receive mail.
If you cannot find it withing 48 hours of estimated delivery date, notify our customer service department immediately (619-447-6500)
Please understand that replacements or refunds can be hindered or denied if you fail to notify us of missing packages within two business days.