As a made-to-order manufacturer, we must keep the following cancellation policy in place:

• Orders canceled within 72 hours (3 business days) of placement: no charge
• Orders canceled after 3 business days of placement but before shipment: 25% fee
• Orders canceled after the product has shipped: 25% restocking fee and the customer pays outbound and inbound shipping charges from our facility.

Please carefully inspect your package(s) upon arrival and document any visible damage on the freight bill when signing for receipt and with pictures before opening cartons/pallets.  Inspect the components inside the cartons/pallets for damage or defects and document with pictures prior to starting any assembly.  Notify our Customer Service department immediately of any conspicuous damage or missing parts.

Due to carrier requirements for claim acceptance, all claims for freight damage must be submitted to Polly Products within 48 hours of delivery, and must include your invoice number, supporting pictures, and a description of the problem.  Claims should be emailed to customerservice@pollyproducts.com

Your privacy is important to us, and maintaining your trust and confidence is one of our highest priorities. We respect your right to keep your personal information confidential and understand your desire to avoid unwanted solicitations. A recent law change requires us (along with banks, brokerage houses, and other financial institutions) to disclose our Privacy Policy to you – which we are more than happy to do. We hope that by taking a few minutes to read it, you will have a better understanding of what we do with the information you provide us and how we keep it private and secure.

The customer may return any items within 30 days of the original delivery in accordance with the following:

Polly Products will, at our option, replace or pay the return shipping costs if the product is defective or the return is a result of our error. If a product is returned for any other reason, the customer is responsible for the shipping costs both ways and will be charged a restocking fee of 25%. No merchandise returns will be accepted or credit disbursed without a Return Materials Authorization (RMA) issued by Polly Products. Credit will be issued in the same manner as payment within 10 business days of receiving the returned item in acceptable, resalable condition.

Orders are shipped via the most practical and economical option available to us unless, at the time of order placement, the customer provides our Customer Service Associate with specific instructions to use a carrier that they will pay directly. All of our products are shipped FOB (Free on Board) from our factory.  The customer will be charged for the freight on the invoice at time of shipment unless prior arrangements have been made.

Your order may be shipped by commercial truck carrier, which requires the customer to have equipment (forklift) to offload from the truck tailgate.  Most residential and some commercial customers may need a liftgate, which gets the pallet from the truck tailgate to ground level.  Commercial truck drivers are only required to move freight to the tailgate or off of the liftgate.  Please discuss additional services you may require, on the order form or with our representative as there may be additional charges.  Polly Products will not be liable for and will invoice for any additional services required to complete delivery, whether requested by the customer in advance or not, including reconsignment fees for address corrections, re-delivery, limited access delivery and storage.

Our web site has a freight estimator for various shipping methods (package ground and truck freight). This service is an estimation only.  Cannot guarantee this rate as fuel surcharges are applied weekly by commercial carriers.

All shipments will adhere and conform to our shipping guidelines and we reserve the rights to reject orders that vary from our guidelines, or charge additional packaging and handling fees necessitated by variances requested by customers.  The customer is responsible for any additional charges incurred for packaging materials and labor.

Whether in commercial or residential applications, all products manufactured by Polly Products are warranted for 20 (twenty) years against defects in materials, workmanship, and breakage in accordance with our published specifications. Polly Products further warranties our recycled plastic components not to rot, split, crack, or splinter during this period. 

The above warranties commence on the date of the invoice issued from Polly Products. Should any failure occur within the warranty period, please notify Customer Service by emailing customerservice@pollyproducts.com or calling 866-376-3893.