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?

This Polar Web Store ships to Taiwan. Orders are dispatched from our Asia Pacific warehouse in Hong Kong.

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), unless the product is out of stock.

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 3-5 working days.

How much is the shipping cost?

The shipping cost is NT$600 if the total amount is under NT$3,500. For any purchases which total amount is or above NT$3,500, the shipping cost will be waived.

Is tax included in the pricing?

Yes. The pricing of all products includes tax. You don’t need to pay for import duty or VAT.

I received a customs clearance request from DHL. What should I do?

All products are delivered from the Polar’s warehouse in Hong Kong. When goods are imported to Taiwan, customs clearance is needed. What you need is downloading Ezway app. Follow the instructions and provide the necessary documents. More information: https://web.customs.gov.tw/en/singlehtml/3344?cntId=cus16_3344_3344_1303​

Who should I contact about a billing question?

Order support is available via email at TWCS@POLAR.COM .

What is your return policy?

Items should be returned in a pristine condition, unopened, unused and in original condition, with a completed RETURN FORM and a copy of the proof of purchase, to our Collection Center within 7 calendar days.

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 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. Polar is not responsible for items lost in transit and a return cannot be processed until the item is received. The following return address should be clearly displayed on the parcel:

FAR WIDE TELECOMMUNICATIONS CO., LTD

10/F, NO 127 ANXING ROAD, XINDIAN DIST., NEW TAIPEI CITY, TAIWAN

TEL: 02-8666-0168 (Delivery use only. For technical support, please email twcs@polar.com)

Damaged or Defective Products

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.

For warranty clam, please visit POLAR TW SERVICE PAGE. Please remember to include a copy of your original proof of purchase when you return the faulty product.

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 TWCS@POLAR.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.