Polana.com is an online store and the majority of our orders are processed via our website. We do offer other ordering options for those who do not have the option to order online, are experiencing troubleshooting issues with our page or prefer a different method:

• If you prefer to place an order by phone please contact our customer service line at (773)-545-4900. Our phone service hours of operation are as follows: MONDAY: 7AM - 3PM CST | TUESDAY - FRIDAY: 9AM - 5PM CST If our customer service representatives are busy assisting other customers please leave a detailed voicemail with your contact information and we will get back to you as soon as we can.
• You can also send a message to our customer service email at service@polana.com with a request to order by phone or via email.

Order Confirmation: Successfully placed orders will receive an email confirmation with the order details. Please be sure to check your email inbox after you place your order to ensure that you have received the order confirmation email. Please double check the details in the confirmation email and ensure that you have entered the correct shipping address. We are not responsible for any delays or costs in delivery due to incorrect shipping addresses.

Please note: all the orders are shipped from Chicago, IL every Monday. It takes from 1 to 4 days for orders to be delivered to you. Based on our regular shipping timeline, all orders are expected to arrive by Friday end of day of the week that they are shipped. If you don't receive the order by that day, please contact us via email service@polana.com with the order number.

At Polana Polish Foods, we’re proud to partner with FedEx to deliver authentic Polish flavors to your doorstep with care and efficiency. Our partnership ensures reliable shipping options that maintain the freshness and quality of your order.

Shipping charges are based on current shipping rates, the weight of products ordered, and the required dry ice to keep items frozen throughout transit. FedEx provides a live quote during checkout based on your destination zip code and package weight. While the use of dry ice impacts shipping costs, it guarantees your foods arrive fresh and safe, preserving their authentic taste and quality.

Our shipping and handling rates are based on the following FedEx delivery options:

FedEx Home Delivery (Ground Shipping)

• Reserved for customers within a 2-day transit zone from Polana’s warehouse.
• Orders shipped via Ground are expected to arrive within 1-2 business days from the scheduled shipping date.

FedEx 2nd Day Air

Designed for customers in 3-day transit zones or farther to ensure your foods arrive fresh.

Orders shipped via 2nd Day Air are expected to arrive within a maximum of 2 business days from the scheduled shipping date.

FedEx Priority Overnight

• Available for customers in any transit zone who prefer expedited delivery.
• Orders shipped via Priority Overnight are expected to arrive within 24 hours of the scheduled shipping date.

Important Note – The estimated shipping time is based on the shipping date selected at checkout, not the date the order is placed. When placing an order on Polana.com, you’ll choose from available shipping dates at checkout. These dates account for the time our warehouse requires to process and package your order.

Polana’s Weekly Shipping Schedule

• Orders are shipped on Mondays only to ensure the freshness and quality of your foods.
• The earliest available shipping date for any order placed during the week is the following Monday.
• Transit times (1-2 days, 2 days, or overnight) are calculated starting from that Monday)

To guarantee delivery, we must have proper and complete addresses. Sorry, we cannot deliver to P.O. Boxes or A.P.O and F.P.O. addresses. We'll gladly deliver to rural routes with complete addresses and telephone numbers.

Due to import/export restrictions, we are unable to ship our products outside of the United States, including Canada, Puerto Rico and the US Virgin Islands.

Please note: Polana is not responsible for any delivered package which is lost or stolen. However, we ask that you please alert Polana via email service@polana.com of any issues immediately or within 24 hours of receiving your package.

Do not discard any items while a case is being investigated. Do not refuse a package. Do not return a package.

Important Information about Changes to Orders: Please note that all changes to orders must be communicated to our customer service team by 11:59PM CST the Sunday prior to your order shipping week. Any change requests made after that are not guaranteed.

Change requests must be made via email at service@polana.com or via phone at (773)-545-4900 by these specified deadlines.

Polana strives to guarantee that the highest quality and freshest products reach our customers. Because of this and because of the seasonality of many of our products, we cannot guarantee consistent stock of certain items. We will happily call you if you have ordered an out of stock item and recommend the substitute comparable products for any out of stock products in your order. If you choose not to have substitutions, we will process with your order without the out of stock item. You will be refunded for any products that are out of stock and not substituted.

Regular Shipping Timeline:
Orders are always shipped on Mondays to ensure your products arrive fresh and safe. Delivery times depend on the shipping method selected at checkout:

• FedEx Ground/Home Delivery (for 2-day shipping zones): Packages are expected to arrive within 1-2 business days after shipping.
• FedEx 2nd Day Air: Packages are expected to arrive within 2 business days after shipping.
• FedEx Priority Overnight: Packages arrive within 24 hours of the shipping date.

We do not ship any perishable products over weekends or major holidays to guarantee the highest quality and safety of your order.

Shipping Confirmation: Please expect a confirmation email from Polana with the tracking number on the day of your shipment. During regular, non-holiday periods if you do not receive an email with tracking information by Wednesday of the week of your shipment please contact us with your order number so that we can check on the status of your order.

Holiday Season Shipping Timelines: We have additional shipping days during holiday seasons. This includes Christmas and Easter. Holiday season shipping days include Mondays, Tuesdays & Wednesdays. Please expect a confirmation email from Polana with the tracking number on the day of your shipment. If you do not receive an email from us by Thursday of your shipping week, please email or call us and provide your order number so that we could check the status of the order. Please find our contact information on our Customer Service Page.

Shipping Time & Product Quality: All packages are shipped with enough dry ice to keep products fresh until they arrive at your door. Any delays that may occur after the package leaves Polana's warehouse, are on the part of the shipping carrier; however, our company will do its best to provide solutions if and when delays occur. Refunds or replacements are offered on a case by case basis.

Shipping costs are generally non-refundable. If you receive a refund, the cost of the shipping will not be reimbursed.

Exceptions: special cases may necessitate a refund or partial refund. These cases will be assessed individually by our staff.