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Frequently Asked Questions

Shopping Online

Why should I create a Customer Account at Polarn O. Pyret?  

When you create a Customer Account at Polarn O. Pyret you’ll be able to save and share the items you add in our Wishlist accounts, perfect for baby showers and sending to grandparents! Also save items in your cart for up to 30 days, and automatically be enrolled in our online loyalty program where you accrue PO.P+ points towards rewards with every purchase.

I forgot my password/username - can you help me? 

If you forgot your password, just click the “Forgot Password” link and we will send you an automated email with information on how to reset your password. A forgotten username can be retrieved directly via email. If you are not receiving the automated email, try checking your Spam folders.
If you have ever opted out of our email marketing campaigns in the past, please call customer service to assist you in retrieving your username and password information.

Why should I purchase Route Shipping Insurance? 

Adding Route shipping insurance to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer. PO.P is not able to replace orders that are lost, stolen, damaged or missing. PO.P is responsible for tendering your order safely and securely to the carrier, in most cased Fedex or USPS. Once your order is in the custody of the courier, PO.P cedes responsibility for your package to the carrier. We strongly encourage you to purchase the ROUTE shipping insurance available as an option at checkout to protect your order while in transit and upon delivery. Please read more about the service offered by ROUTE at this link. The insurance is an optional selection at checkout but highly encouraged, especially at peak shipping times during the year.

Track your package with ROUTE 

Route not only provides shipping insurance, it is also a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. There is no longer a need to dig through your email for tracking numbers, as Route makes it easier than ever to follow along with your package’s journey. Easily downloaded in the App Store!

How do I enter Thred Up credit, electronic gift certificates, or gift cards for payment? 

If you have PO.P Shopping credit from thredUP, we will be happy to apply that amount to your order after you place it and adjust your balance due accordingly. Just place a note in the comments box at checkout with the value of your thredUP PO.P credit and associated code & we will take care of it from there. You will receive an adjusted order confirmation email once we apply your thredUP PO.P credit. We never actually charge your credit card till the order ships from our warehouse. Until the order ships there is only a pending authorization on the card. If you would like to make a purchase online with a physical gift card, please call Customer Service for assistance at 1-800-POP-KID1, Monday through Friday from 9am – 5pm and Saturdays 9am – 3pm.

How do I add gift wrap and what are the different options for? 

Gift wrap can always be added simply by clicking ‘Add a Gift Wrapping’ under each product listed in Shopping Cart. There are three options you may select from. The Gift Box is $5.95 and include a hand wrapped and written Classic Stripe box and card, with embossed tissue paper, ribbon, and a fun sticker. You may add more than one box to your order, but make sure to write your personal note and specific instructions for multiple gift boxes in the Comment Box on the Checkout page.

The Do It Yourself Gift Bag Kit is $2.95. This includes a Classic Stripe bag, card, and embossed tissue paper and fun sticker flat packed with your order, making it easy to wrap and give the minute it is at your doorstep.

The Enclosure Gift Tag is a hand-written tag included in any gift delivery, free of charge. Leave your note in the Comment box at Checkout, and Polarn O. Pyret will provide this complimentary service with your gift.

Do you ship internationally? 

At the moment, we ship to the 50 US States and territories. We also ship to Canada from the U.S. Website. Shipping to Canada is a flat rate of $29 and free shipping offers and promotions do not apply to Canadian orders. Polarn O. Pyret also has stores in a few other countries – you can find a list of those stores here.

What payment methods can I use if I live outside of the United States & Canada?  

We accept:
• Visa, Mastercard, Discover, and American Express
• Apple Pay
• Polarn O. Pyret US store credit

When making a purchase with an International account, Debit Cards cannot be accepted through our systems. Please only use a Credit Card and make sure your Billing Address and Name are the same as what is on record with your Credit Card provider.

Orders are subject to verification and acceptance before shipping. Credit cards will be charged when the items are shipped.

The item I want is sold out. How will I know if it is on back order?  

We generally do no reorder items once they sell out except for PO.P Originals. If we do have any backorders coming in for an item, it will be specified in the item description. 

Can I cancel or edit my order once it's been placed? 

We work quickly to ensure you receive your order promptly. Our systems are fully automated, which means that after you place your order it is sent to our warehouse to be packed and shipped. Although this is great news when you’re waiting for your order to arrive, it unfortunately means that we can’t add, change or cancel orders once they’ve been placed. If you any questions, please call us at 877-POP-KID1, Monday through Friday from 9am – 5pm and Saturdays 9am – 3pm.

What is your return policy for Outlet or Overstock items? 

All Outlet, or Overstock items are final sale and are not eligible for return. No price adjustments are made on previous purchases. Sales items if returned within 30 days, are eligible for full refund. Please visit the Returns Policy Page for further guidance.

Garment Quality

How can you guarantee that merino wool products are mulesing free? 

Animal welfare is important to Polarn O. Pyret and it does not accept the mistreatment of animals. We distance ourselves from mulesing and only buy from suppliers that guarantee mulesing-free merino wool.

Will my Polarn O. Pyret garment shrink? 

Polarn O. Pyret accept a shrinkage of up to 3% for woven garments and 5% for knits/ jerseys. To avoid shrinkage, consider line drying, and certain items might need ironing after washes, to regain their original shape and fit. If needed, this will always be mentioned on the care label.

Is my outerwear jacket from Polarn O. Pyret waterproof? 

Polarn O. Pyret has three levels of functional garments with water repellent properties. Information will be found on the label and product detail page online. If you need more guidance we are always here to help! We love talking about our outerwear!
Waterproof: The fabric is waterproof (>2000mm H₂O) and has sealed seams. Suitable for heavy rain conditions.
Water resistant: The fabric is waterproof (>1500mm H₂O) and has folded seams. Suitable for rainy or snowy conditions.
Water repellent: The fabric's surface has been treated to repel water. Suitable for light rain.

What does USPF 50 for Swimwear mean? 

UPF stands for Ultraviolet Protection Factor and is used to communicate the level of protection garments provide. Clothes with UPF 50+ block out 97.5% of UVA and UVB rays. This is approximately 5 times higher protection than that provided by a normal cotton T-shirt. At Polarn O. Pyret we reach the UPF 50 level through fabric without additional chemicals.

What if my question is not answered here? 

Please check the other sections in our help pages to see if your question is answered there. You are always welcome to call us at 1-800-POP-KID1, or CHAT with us live online. You can also email us anytime at customerservice@polarnopyretusa.com.