Frequently Asked Questions

Can I order by phone?

No, it is not possible to place an order by phone at the moment.

How does this online store handle international shipments?

At present, we ship to locations within Hong Kong. All shipments are shipped based on choice made by the customer during checkout process.

When will I receive my order?

Your order will be shipped out from our warehouse in Hong Kong within 48 hours receiving your order (except on weekends and  public holidays of Hong Kong). 

Shipping time is calculated from when the item leaves the warehouse to when it arrives at your door. 

When your order has been shipped, you will receive a shipping confirmation email. The standard delivery time is 1-2 working days.

How much is the shipping cost?

The shipping cost is HK$70 per shipment if the total amount is under HK$799.  For any purchases which total amount is or above HK$800, the shipping cost will be waived.

Who should I contact about a billing question?

Order support is available via email at customerservice.hk@shoppolar.com or by calling +852-21195515 Monday to Friday (excluding public holidays), 9:30am to 6pm (1pm – 2pm).

Global order support is available via email at globalcustomerservice@shoppolar.fi or by calling +44 1 926 336 515 Monday to Friday, 1am to 10pm GMT. Service is provided in English.

What is your return policy?

Items purchased online at shoppolar.hk may be returned directly to our Return Centre. Please see the Return Policy below for mailing instructions.

Return Policy

If you are not satisfied with the product you have purchased from us, you may return it within seven (7) calendar days. To return an item, please contact the Polar Customer Service Team and reference "Polar Online Return".

Order support is available via email at customerservice.hk@shoppolar.com or by calling +852-21195515 Monday to Friday (excluding public holidays), 9:30am to 6pm (1pm – 2pm).

Global order support is available via email at globalcustomerservice@shoppolar.fi or by calling +44 1 926 336 515 Monday to Friday, 1am to 10pm GMT. Service is provided in English.

Items should be returned unused and in good condition, with a completed return form and a copy of the packing slip, to our Return Centre (address below).

A refund of the price of the item and any applicable taxes will be issued in the original form of payment used to purchase the item. Please note that this also applies to items received as gifts. If you return a gift, the purchaser will receive a refund in the original form of payment used to make the purchase. 

Shipping costs will not be refunded unless the item is being returned because it is damaged or defective. If you are returning an item because it is damaged or defective, please see our Damaged or Defective Product section below. 

Refunds will not be issued if the Product concerned is: a) Software which we have supplied to you sealed and unused and you have broken the seal or which you have successfully downloaded from the Polar Store website.

Return Instructions

Please follow the instructions below when packing and sending your product for return. It's important to note that these instructions must be followed in order for us to properly process your return.

  • Send the item in its original packaging.
  • Pack the item carefully so that it will not be damaged during the shipping process. We suggest using a box and bubble wrap.
  • Include a copy of the packing slip (included with your shipment). We will not be able to process a return for any shipment received without a packing slip.
  • It is recommended to use a secure delivery method such as courier or registered post to send the item.  Returning the item to Polar Customer Service Center in person during office hour is also accepted.  Polar is not responsible for items lost in transit and a return can not be processed until the item is received.The following return address should be clearly displayed on the parcel:

    Polar Electro HK Ltd
    6/F, Wyler Center II, 192 – 200 Tai Lin Pai Road, Kwai Chung, N. T. 
    Hong Kong
    Attn: Return Center


Damaged or Defective Products

To return a damaged or defective item within seven (7) days of purchase, please contact the Polar Customer Service Team  and reference "Polar Online Return". 

Order support is available via email at customerservice.hk@shoppolar.com or by calling +852-21195515 Monday to Friday (excluding public holidays), 9:30am to 6pm (1pm – 2pm).

Global order support is available via email at globalcustomerservice@shoppolar.fi or by calling +44 1 926 336 515 Monday to Friday, 1am to 10pm GMT. Service is provided in English.

Our Customer Service Team will provide you return instructions. Once we receive the item, you will be refunded the price of the item as well as any applicable taxes. Refunds will be issued in the original form of payment used to purchase the item. 

Products found to be defective after seven (7) days of purchase will be covered by the Polar Warranty Policy and will be repaired or replaced in Polar Service Center. 

To send a product to warranty service, please visit Polar HK Service page. Here you will find locations of the Polar Service Centres. Visit local support site for details to send the unit to service. Please remember to include a copy of your original proof of purchase.

Polar Warranty

The Polar Warranty covers the training computer and sensors for two (2) years from the date of purchase for defects in material or workmanship. Damage caused by misuse or improper or unauthorized maintenance is not covered. 

The guarantee does not cover the battery, normal wear and tear, damage due to misuse, abuse, accidents or non-compliance with the precautions; improper maintenance, commercial use, cracked, broken or scratched cases/displays, armband, elastic strap and Polar apparel.

PROOF OF PURCHASE FROM AN AUTHORIZED RETAILER IS REQUIRED FOR WARRANTY CLAIMS. 

The complete warranty terms can be found in the user’s manual. 

What is your privacy policy?

Please click here to see Polar Electro's privacy policy statement.

What do you do with the personal information I provide for processing my order?

Personal information requested on this site will be used only to process your order and ship your order. Personal information does not include the name, title, business address or telephone number of an employee of an organization. We also collect browser type, operating system and platform, and IP address which we use to prevent and detect fraud. We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you enter.

IN CASE THAT YOU HAVE REQUESTED POLAR TO PROVIDE TO YOU OR AGREED FOR POLAR PROVIDING ANY INFORMATION TO YOU AND IN SUCH CONNECTION AGREED TO THE USE OF YOUR PERSONAL DATA IN ACCORDANCE POLAR'S PRIVACY POLICY, YOUR PERSONAL DATA MAY BE USED BY POLAR IN ACCORDANCE WITH SUCH PRIVACY POLICY.

If you'd like to review or delete the personal information we maintain please contact shoppolar.hk support at customerservice.hk@shoppolar.com.

What is the credit card Security number?

Using the Credit Card Sec Number for Advanced Security

To further ensure your privacy and protection, credit card companies have begun using an additional 3 or 4 digit Card security number on your credit card. This number is called a Card Verification Code (CVC) code by MasterCard and a Card Verification Value (CVV) by Visa.

To prevent fraud, your Card ID Number does not appear on your receipt, nor is it retained by our database.

It appears only on your credit card, as a security measure to prove that users have the card on their person when making a purchase.

How to find the Credit Card Security Number on your card

MasterCard/Visa/Discover: Your Credit Card security number should be the last block of digits in your account number, directly below your signature on the back of your card.

Credit Card incorrect, please check your number. What should I do?

Please check the number is correct and enter the card number again.