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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. You also need a customer account to initiate return requests. 

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 at 877-POP-KID1 or email us here.

Why should I purchase Navidium Shipping Protection? 

Adding Navidium Shipping Protection 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 that fall within the Navidium protection policies, you can contact PO.P customer service and we will work with you to get a replacement order out or a refund.  PO.P is not able to replace orders that are lost, stolen, damaged or missing that are not protected by Navidium. 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 Navidium Shipping protection  available as an option at checkout to protect your order while in transit and upon delivery. Please read more about the service offered by Navidium at this link. The protection is an optional selection at checkout but highly encouraged, especially at peak shipping times during the year.

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

If you have PO.P Shopping credit from thredUP, the amount will be deposited as a customer credit in your customer account and can be applied to your next purchase.  The amount does not expire. Note that processing times for thred Up credits can be delayed but rest assured that within several days of being notified by thredUP of your credit amount, PO.P will deposit it promptly in your customer account. Please contact us here if you are experiencing any issues with your electronic gift certificate or gift card payments.

Loyalty Program 

We are pleased to offer our customers in the United States and Canada a Loyalty Club option which we call “PO.P+”. Enrollment in the program is super easy, just create a customer account here and you are in! Once enrolled every dollar you spend will earn you one point. Earn 255 points and earn a $10 reward. Be sure to be signed up for our emails so you can find out when you have earned an award and when it might expire. From time to time we will offer double point days. When we do we will send out an email to notify our club members. Also, note that every 7 days we offer a PO.P+ Weekly Deal offer to our loyalty members for 20% off a certain item or category of items. The deals are published Wednesday mornings at 7am EST approximately. You can check your point balance by selecting the little icon on the left of the website page which reads “PO.P+ Points”. Don’t forget to write product reviews for the items you purchase! You can earn 20 points for each review. Limit of 5 reviews per 7 days to earn rewards. You also get rewarded for liking us on Instagram and Facebook – 25 points for each follow.

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 includes a hand written Classic Stripe box, 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. Each box will entail a $5.95 charge. 

The Do It Yourself Gift Bag Kit is $2.95. This includes a premium striped gift bag, personalized 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.

Note that there are some items which are not eligible for gift wrap service. You will not be able to select gift wrap services for these items.

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
• Paypal
• Polarn O. Pyret US customer 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. 

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

If a certain size and color is sold out in the item you want, you can request to be notified by email when it comes back in stock.  This option to email is located on the individual product page.  

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.

What is your return policy for Outlet or Overstock items? 

All Outlet, or Overstock items are final sale and are not eligible for return. For easy identification, these items end in $0.98 before any additional promotions which may be in effect.  No price adjustments are made on previous purchases. Standard sales items if returned within 30 days, are eligible for full refund. Please visit the Returns Policy Page for further guidance.

Outdoor School Savings Program 

PO.P is pleased to offer a savings program for families who attend outdoor oriented schools and programs where a minimum of 30% of the child’s allotted day is spent in the great outdoors. The savings is 15% off full priced outerwear, swim and UV wear including sunhats. The savings also is valid for schools who may wish to purchase on behalf of the school account. Parents may benefit from the savings even if the school itself is not enrolled in the program You can access our application here. Feel free also to contact our outdoor school coordinator here with any specific questions you may have.

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.