FAQs
1. Can I purchase as a visitor on the website? I don't want to log in.
Can. Our website login members and tourists can place an order for purchase. Membership purchases can enjoy certain discounts and corresponding notifications of changes in product information.
2. What if I forget my password?
In the upper right corner of the homepage of the website, click "Login". A new window will pop up. Click "Forgot Password" and enter your email address. Follow the prompts to retrieve your password.
3. How long will the item stay in my shopping cart?
If you log in and add items to your cart, they will be saved in our account. The next time you log in, they will still be in your cart (they won't be deleted), but availability and prices may update accordingly.
4. I have registered as a member and registered my personal information. Will my personal information be disclosed?
The information registered by our registered members is relatively small and generally does not affect individuals. Of course, we will also protect members' personal information from being leaked according to the website privacy policy and corresponding laws.
5. How much does it cost to join Polar Aurora membership?
Joining is free - membership is always free!
6. Is there a discount for purchasing multiple items at one time?
For members, if you buy 10 items at one time, members can enjoy a 5% discount.
7. How to change or cancel my order?
After placing your order, you can contact customer service or please contact [petproductsweb@gmail.com]. Or view the login personal information background to cancel the order or modify it. Once the order has been shipped and processed, it cannot be changed or cancelled.
8. Can I order online and pick up in store?
OK. You can order ahead through our website and pick up at your local warehouse.
9. What payment methods do you have?
We accept Visa, Mastercard, Paypal, etc.
10. Do you offer free shipping?
If you are placing an order for the first time and the shipping address is in GA and CA, we offer free shipping.
11. Which regions do you ship to?
All America
12. It's been 5 days since I received the item, and I don't like it, can I return it?
Yes, as long as the product is not damaged and used, it can be returned and exchanged without affecting the secondary sale. We will be happy to refund your order. Returns will be refunded to the same payment method used to purchase the product. Please see our Returns Policy for details.
13. How long do I have to return the product?
All returns must be made within 7 days of your order being received. And need to contact customer service in advance. We do not accept returns or exchanges if used or damaged.
14. What if the Polar Aurora product is out of stock?
Unfortunately, items will be out of stock from time to time. If one or more items in an order are out of stock, we will send you an email to notify you. If not shipped within 7 business days, we will cancel the order.
15. When are your service hours?
Monday-Friday: 9am-6pm, Saturday-Sunday: 11am-3pm.
Feel free to email to [petproductsweb@gmail.com].
16. Can I be your agent? Sell your products in stores or online?
Yes, please contact us [petproductsweb@gmail.com].
17. What is your privacy policy?
Please click here to view our Privacy Policy
18. When will you deliver the goods after placing the order?
Polar Aurora has multiple local warehouses in CA and GA with ample supplies. From Monday to Friday (except statutory holidays), general orders will be shipped within 24 hours after payment.
Orders received before 11:00 AM local time. Most ship the same day (depending on daily order volume and warehouse availability); orders placed online after 11:00 a.m. local time Friday will be shipped the following Monday. Please allow up to 2 business days to process the order. Polar Aurora is happy to ship to your home and/or office, but cannot ship to addresses that include a PO Box.