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Additional Support
Impacts of COVID-19 on Product Availability, Orders & Shipping
 

FAQs about Product Availability, Orders, Deliveries, Returns, and the COVID-19 virus

Polygroup’s operations continue; however; call wait times, delivery, and processing times may be longer than usual.


1. Can I place an order? Will Polygroup deliver my package?

Yes, Polygroup is currently accepting new orders. However, delivery times may be longer than usual and our selection of available items may be limited. The delivery times for all orders are estimated to be 10 – 12 business days for all free shipping orders. Some deliveries may take longer. Please do not use delivery addresses for businesses that may be closed.

2. What's the status of my order and delivery?

You may access your My Account page to review and track your orders.

3. Why are some orders taking longer to process and deliver?

As COVID-19 spreads, we have seen an increase in online orders. To serve our customers while also helping to ensure the health and safety of our employees; we have changed our operations which has resulted in some of our delivery times being longer than usual.

4. Can I still make returns?

Yes. We are still processing returns. However; we have changed our operations for the health and safety of our employees which has resulted in increased processing times for returns and refunds. We expect all returns to be processed within 30 days. However; the return processing time may take longer. We appreciate your patience.

5. How is Polygroup responding?

Our employees and their families are our top priority. As we closely monitor COVID-19, we have ensured our employees can be there for their families and work within a safe environment. The Customer Service Team is working to ensure our clients and consumers have the necessary support during this upcoming season. If you need any assistance, please call our Customer Service line 888.919.0070 or email us at warranty@polygroup.com. Stay safe and remember… we are all in this together!

6. When will the parts I need be available?

Most replacement parts are sold-out as a result of people being home with their families. Unfortunately, we cannot guarantee replacement parts will be available for purchase. We encourage you to check back on our website to see if the items you need become available.

7. Do I have to go to each product each time to see if it is available?

No; if you have set up an account on polygroupstore.com; you may add the items you wish to purchase to your Wishlist from the specific product’s page. When you return to the site; simply log in and go your Wishlist from your “My Account” page.

8. Does your customer service team or warranty team have details on when products will be available to purchase again?

No. At this time we do not have any estimates on when products will become available again. Please check the product page to see if it is available to purchase.

How do I contact you?
 
We are here to help! If you need information or just have a question please choose one of the options below.

  • CALL :
Please contact us at: 1-888-919-0070 (8:00am to 4:00pm MST Monday-Friday) one of our product experts will be glad to assist you. If you are having a problem with a product, please have the product available/near you and some time to troubleshoot the issue with a product expert.

  • EMAIL :
You can also email us with questions or concerns at warranty@polygroup.com. Please provide a Model number and product information in your email.

  • ONLINE :
We have an informative Help Center with diagrams, videos, and informational guides that you can view, read, or print at your leisure. You can also pick a specific product link below to go directly to the support pages for that product: