Polar Express Help

Answers for shipping, shopping, and parcel tracking.

Find the rules and next steps for warehouse addresses, delivery prices, customs, insurance, and purchases from stores abroad.

Main/FAQ

Open an answer here, or go to the full question page for a direct link.

FAQ section

Our services for you

By using our services you get to shop from US e-stores and e-auctions, even though your seller does not ship to your city or town. By registering on our website you will be assigned an individual account and personal address in the USA that can be used when shopping online. Open question page: Services we’re glad to offer you

• We offer the lowest shipping price because we provide our own logistics.
• We have two warehouses including one in the tax-exempt state of Delaware; use our Delaware warehouse and legally avoid the additional cost of sales taxes.
• We can consolidate your orders arriving from different online stores into one parcel. You get storage free-of-charge for 60 days. Your orders are stored in a secure warehouse protected by burglar alarm and 24/7 CCTV surveillance.
• We can repackage your parcel on demand in order to reduce its weight by discarding packaging such as shoe boxes; we also provide additional wrapping for fragile items as necessary.
• We can bring customs and other import documentation into compliance with the requirements of the destination country.
• Our shipping fee automatically includes a $100.00 insurance.
• We offer parcel tracking on our website.
Open question page: Why should I choose your services?

Delaware warehouse : Mon. to Fri. 8:00 AM to 5:00 PM. Our warehouseoffice are closed on Sat.Sun.

• Parcel registration takes 24-48 hours.
• Parcel packaging takes 24-48 hours.
• Parcel shipment schedule

Open question page: Our warehouse business hours

Many of you probably are familiar with "rebates". These are websites offers that help you cut down the price you pay for online shipping. By simply for clicking a link to thisthat online store on their website, you can get back 3% to 20% on each purchase.
If you use www.Mrrebates.com or  www.rakuten.com you can send your rebate receipts to us, we will accept those as payment for our services. When it comes time to get your check, just type our address (Polar Express- your account#,  266 Cherry Ln, New Castle DE 19720)
and company name (Polar Express) for us to receive. Please email us the exact amount indicated on the receipt you will be sending us so that we can put it to your Account.


If you haven’t used any of those websites yet, we strongly advise you to do so.

Just click their banners on our website (on the My Account page)one of these links here:


http://www.mrrebates.com?refid=570708">http://www.mrrebates.com?refid=570708">http://www.mrrebates.com?refid=570708

https://www.rakuten.com/r/ORDER35?eeid=28187


 Please don’t forget to specify Polar Express as your referral (sponsor) by typing, in the Referral's Email field order@polexp.com


Both websites offer a unique choice of stores considerable discounts. Often, the same store will be featured on both websites, but the reduction you get each will differ.

So, when planning your shopping, we suggest you should first visit both websites to check which of the two offers the best terms.

You can save hundreds of dollars a month.

Open question page: Rebates
FAQ section

Delivery

• ЕP-EMS US. Доставка до двери – Пятница

• ПЭ-Почта России-Приорити. Доставка до почтового отделения - Четверг

• ПЭ-Казахстан - Пятница

• ПЭ-Узбекистан – Пятница

• ПЭ-Стандарт -  Пятница

• ПЭ-PickPoint /5Post  - Пятница



Canada


ЕP-EMS US Door-to-door shipping  - Friday 

PE-Priority - Tuesday


Delivery charge to be paid 24 hours before Shipment schedule

Open question page: When can I get my parcel shipped? Shipping schedule.

1. Register on our website.
2. Use our shipping-from-USA calculator to calculate the estimated delivery charge. The total amount will be calculated after the parcel has been put together at the warehouse.
3. Register your order in your Personal Account (PA) in the My Accont section; please remember to indicate the online sellerthe tracking number*.
ATTENTION!!! Please note that your order must be registered in your Personal Account PRIOR TO its arrival at the warehouse. Failing that, your parcel will be considered unidentifiableunaccountable.
This will result in its taking extra time for us to process your order.

Make sure whether, when buying several items the same seller, they can be shipped by the seller as a single parcel (sometimes they won’t do that, so you will do well to ask the seller in advance). Each parcel must be registered in your Personal Account separately.

* Tracking your parcel Your tracking number is the number by which you can track the whereabouts of your parcel. Tracking numbers are normally assigned by online-stores when your order is shipped. If the online-store fails to do so, please, provide the order number  
and a brief description of the contents in the Store Name field.

4. Once your purchases arrive at the warehouse, you will need to check-off those of them that should be consolidated into single parcelsthen click Send. If you would like tomore items to the parcel, do not click Send as you will not be able to edit your parcels after you’ve clicked Send.
5. Wait till the parcel packaging is completedthe total fee calculated.
6. Pay for the delivery
7. Upon reception of payment, your parcel will ship as per schedule.
Open question page: How do I place my ordershipping preferences on My Account page?

When checking out on an online-store website, indicate your first last name using the English spelling the address of one of warehouse:

OUR WAREHOUSE IN THE STATE OF DELAWARE (tax-free):

(for all types of purchases)

266 Cherry Lane for XXXX, 

New Castle DE 19720, USA

732-446-6722


*( XXXX stands for the postbox number you will be assigned by our system at the time of registration).

To find your postbox number, go to the My Account page.


PLEASE NOTE THAT THE PARCEL RECIPIENT AT OUR WAREHOUSE IS THE POSTBOX OWNER, NOT THE RECEPIENT YOUR ADDRESS DIRECTORY.


Some online stores may try to edit your delivery address by automatically deleting postbox number adding four digits to the postal code19805-xxxx

In that case, just type the postbox number next to your last name, else accept any index extention, just stick to the 5 digits - 19805 for

Delaware. For your convenience, here are several sample delivery addresses.


First Name Last Name

266 Cherry Lane

New Castle DE 19720


For Amazon.comEbay.com:


First Name Last Name 9999

266 Cherry Lane,

New Castle DE 19720, USA

732-446-6722


We DO NOT accept items wish.com

Open question page: How do I place my orderhave it shipped to the Polar Express warehouses an online-store?

Each American state has its own sales tax which varies from %0 to %9,5 from state to state.
So, by sending your purchase to the warehouse in the tax-free state of Delaware you save on taxes.
New Jersey does not tax clothing or footware. If your seller does not charge sales tax, we recommend that you send your purchases to our New Jersey warehouse as it is there that we consolidate orders before forwarding them.

However, as you wish you can arrange shipping of your purchase to either warehouse - it's your choice. There is no charge to transfer your orders from our Delaware warehouse to our New Jersey warehouse.
Consolidate your purchases into one parcel regardless of which of the two warehouses they have been shipped to.

Open question page: Why two warehouses? What are the benefits – and are there any additional costs of having two warehouses?

Yes we do.

To calculate the charge for an oversized package, enter the parcel dimensions in the calculator. Please be advised, however, that oversized parcels will not be consolidated with other shipped goods. Therefore please do not pack your snowboard or skis in the same parcel with your ski bindings or ski boots – that would make your parcel extra oversized and the delivery cost will increase substantially due to increased dimensional weight. Bicycles are only accepted in manufacturer’s original packaging and cannot be repackaged or consolidated with other purchases.

Before you check-off your orders for consolidation, make sure the goods you wish to place in one box are compatible, as shipping may take a long time and incompatible goods may damage each other.
We reserve the right to exclude from a consolidated parcel any goods whose delivery with the rest of the parcel we believe will be impossible. The item will remain at the warehouse and will be entered as a new purchase to be shipped as a separate parcel. Should you disagree with our decision and, say, insist that your iPad will be OK if shipped alongside an eighteen-kilo speaker, we will comply with your wish, minus damage insurance.

Open question page: Do you ship oversized packages such as those containing skis, snowboards or TV sets?

• purchases form Wish.com

• power banks

 • SIM cards

l• flammable items substances (perfume, lighters, oils, nail polish)

• any liquids, volume over 0.5 liters
• lithium ion battery out of devise 

• pressurized containers (hairspray, shaving creams)

• explosives (chemical compounds of any kind, matches)

• fire arms component parts

• military, police tactical weapons including exact replicas of such weapons its component parts ammunition 

• knives, axes, swords any other type of bladed articles (except multitools)

• cross-bows
• 3D printers 

• tazers

• video surveillance equipment

• paintball equipment (ATTENTION! Such items will be confiscated at the border, irretrievably without compensation)

• agricultural goods (seeds, plants fertilizers)

• drugs, vitamins, dietary supplements (ATTENTION! Such items will be confiscated at the border, irretrievably without compensation)

• perishable goods

• animals pet supplies

• alcoholic drinks

• cash, local foreign currency, money remittals, cheques bonds

• lottery tickets, credit debit cards

• collector coins

• jewelry, precious stones metals

• goods items considered non-exportable under US legislation (such as car plates) 

• Printed pornographic materials 

• passportsIDs 

• printer cartridges  

• e-cigarette fuelaroma liquids

• oil gas shock absorbers

• automobile component parts containing liquids oils in no matter how limited a quantity

Open question page: Is there anything you will not accept for delivery?

According to all air waybills for goods sent from our warehouse-goods that contain LI-Ion batteries are issued according to the stickers section II articles P1967 restrictions on the transport of dangerous goods International Air Transport Association (IATA).

According to this section, we can send batteries with a capacity not exceeding 100 WH (watt), and in one package there can be no more than 5 kg of batteries.

How to calculate the power according to the information provided by the stores or the information indicated on the battery itself. If the battery is immediately indicated power in Watts-great, look to it was no more than 100 and either send or not. If you specify volts (V.) – it is necessary to look for a second pointer, where Amper hours are specified.

Take a specific example - https://www.amazon.com/dp/B00IJ0ALYS/ref=asc_df_B00IJ0ALYS4658971?smid=ATVPDKIKX0DER&tag=shopzilla0d...

We see that the specified power of 20 Volts (20V) and 1.3 Amper hours.

Follow the link http://www.rapidtables.com/calc/electric/Volt_to_Watt_Calculator.htm - power calculator. 

We bring in the corresponding sections of the power in Volts and ampere-hours and get the power in Watts 







Get the power 26W-battery is allowed to send air delivery.

If the power in volts was 20 Volts and 6 ampere-hours – we get the power of 120 Watts – battery is prohibited for shipment by air delivery.
Open question page: Instructions for calculating the power of LI-Ion battery.
FAQ section

Item return and replacement

FAQ section

Parcels insurance

If the estimated value of your parcel does not exceed $100, insurance will be included in the delivery charge
Estimated parcel value:
        
• $101-$600 – insurance charge: $5
• $601-$1000 insurance charge: - $7.50
• $1001-$1300 – insurance charge: - $15.00
• We do not insure parcels whose estimated value exceeds $1300.00.


Which means that if your parcel is a laptop that costs 1400$, your insurance fee will still be 15.00$ but your laptop will only be insured for the first $1300.00 of it's value
Please note that the insurance claim will be paid strictly in accordance with the value listed in the customs declaration, which is not permitted to exceed the actual market value of the item.
Note there is insurance available for damage or operational quality on items purchased from Ebay.com auction. If there is no itemized packing list or invoice received with your parcel it will not be possible to make an insuarance claim in the event of items missing. Please, do not forget to insist the seller include a detailed description of contents or packing list. In the event of there being no packing list and some items missing, there would be no way that we could confirm what the missing items were, the quantity or their quality.
The seller’s ‘high rating’ will not be accepted as evidence.
Open question page: How much do you charge for parcel insurance?

1. Upon receiving your parcel, inspect the outside packaging very carefully on each side.
2. If the outer packaging appears damageddeformed,the packing tape has been tampered withreapplied,if you have reason to suspect that your parcel has been openedrepacked, you should demand a CARRIER’S STATEMENT the courier.
3. Once you have the carrier's statement, you must tell the courier that you want to open your parcelinspect the contents. The courier’s duty is to draw up a survey report that must include his/her firstlast namelist every itemits value as well as the quantity of damagedmissing items. The report must be signed by the courier.
4. If you can see no package deformationany explicit indication of tampering, but you still suspect that the parcel weight is less than indicated, you should first of all, if possible, re-weigh your parcel,  and tell the courier that you would like to open the parcelinspect its contents; it is the courier’s responsibility to  draw up a survey report indicating therein that the report has been prepared upon the customer’s requestthat no other claims have been made by the customer.
5. Once the aforementioned documents have been completed, please notify Polar Express sending us:

1) the carrier’s statement (in case of external damage)
2) the survey report
3) a photo of the parcelthe damaged spots.
Polar Express will conduct all further investigationdetermine claim acceptancedenial within 30–60 days.


Open question page: Instructions for Polar Express parcel recipients
FAQ section

Customs fees

Customs (Russia, Kazakhstan, Belarus, Kyrgyzstan, Armenia)
        
            • if the parcel value does not exceed EUR 200 it's gross weight does not exceed 31 kg (sent to one recipient ) – there is no import duty/tax applicable,
            • if the parcel value exceeds EUR 200 (i. e. if its customs value > EUR 200) * 15%, but no less than EUR 2 per each kilogram should the EUR 200 value limit and/or the 31 kilo weight limit be exceeded.
        

Uzbekistan:
        
            • up to USD 1000/quarter  (delivery included) – there is no import duty/tax applicable.
        
Open question page: When is customs duty mandatory?

– таможенный сбор. Фиксированная сумма, составляет $7.50  за одну домашнюю накладную (либо за одну квитанцию, если в одном реестре следует несколько домашних накладных в адрес одного получателя и таможенный орган суммировал стоимость).

– таможенная пошлина. Рассчитывается как 15%, от стоимости, превышающей 200 евро, либо как 2 евро за килограмм от веса, превышающего 31 кг. Для использования берется большее из значений (от стоимости или от веса).

– учет курсовых разниц и стоимости транзакционных издержек в сумме выставляемой пошлины, тариф за информационные услуги по уведомлению получателя о статусе отправления (платный выпуск) составят 4%.

Open question page: Алгоритм расчета таможенного платежа
FAQ section

Parcels tracking

Each parcel gets its own tracking number to be use here: www.the-tracking.comon the following websites
depending on the shipper:
        
• PE-BP/EMS. Door-to-door delivery www.russianpost.ru
• PE-Russian Post-Priority. Delivery to the local post office www.russianpost.ru
• PE-Sea/Russian Post-Priority – www.russianpost.ru
• PE-Express. Door-to-door delivery www.the-tracking.com
• SPSR - www.spsr.ru
• PE-Uzbekistan – www.the-tracking.com
• USPS EMS, Priority www.usps.com, www.russianpost.ru
• DHL – www.dhl.com
Open question page: How do I track the exact location of my parcel?
FAQ section

Delivery payment

Once your parcel has arrived at the warehouse, our clerk will offer you the breakdown of the total delivery amount which includes:

        

            • storing your parcel at a dedicated warehouse; our storage limit is sixty days. Use of warehouse exceeding the storage limit is $5.00.

            • creation of shipping documentationcustoms declarations required by US lawstailored to personal requirements.

            • parcel consolidation

            • repacking

            • shipping charges covering the delivery of your parcel(s) USA 

            • insurance 

            • Dutiestaxes  if any (only for PickpointStandart)




Open question page: What does the total cost include?
FAQ section

Time of delivery

• How long the delivery the online store to a Polar Express warehouse may take depends on the delivery options chosen by yourselfthe online-store.
• To prepare your parcel at the warehouse may take 24 - 72 hours
• Your parcel will reach your local customs office within 1 - 10 days
• The length of time it takes to clear customs depends on whether there are any customs duties to be paid; it can actually take up anywhere one minute to several of days.
• Once customs clearance has been completed, your parcel will be delivered within five to ten working days.
Open question page: What are your delivery timeframes? Specifically, how long will it take for my parcel to arrive USA?

No, unfortunately not. International shipping means lots of transit terminals. We cannot offer you the delivery-within-24-hours service. Furthermore, we cannot guarantee fixed delivery timing. Your parcel will be delivered within an average of 7 - 20 days, but be prepared for possible delays. Open question page: Is there any way to speed up delivery of my parcel once in transit?

There is no guaranteed transit time. However, shipments are delivered in 7 to 20 days. Delays are often beyond our control: flight delays due to adverse weather conditions, customs inspection, illicit items in the parcel, TSA (Transportation Security Administration) survey  Please note that no refunds will be paid for delays. Open question page: Is there a guaranteed transit time for delivery of my parcel a Polar Express warehouse to my door?
Mobile app

Manage deliveries and track parcels from your phone

Stay on top of parcel statuses, warehouse updates, and shipping steps in the Polar Express app.

Available for iOS and Android
Get it on Google Play Download on the App Store

Get shipping updates faster and keep your delivery details in one place.

Your addresses in USA and Canada
Try to choose the warehouse that is closest to the seller - this will significantly reduce the time of delivery. When ordering goods from the country to the country, for example, from the USA to Canada, you will probably have to pay a duty - it's better not to do so.
DE New Castle, USA

266 Cherry Lane for 0
New Castle, DE 19720, USA
+1(302) 482- 3358
Show on the map
ON Ontario, Canada

401 Magnetic Drive, Unit 2 for 0
Toronto, Ontario, M3J 3H9
+1 (416) 661-5775
Show on the map
Dubai, UAE

Marrakech street, Umm Ramool
7X – Emirates Post – head office for PEX0
Al Garhoud
Dubai, UAE
0557278528
Show on the map