Pololu year-end/holiday schedule: We will be open every day except Wednesday, December 25 and Wednesday, January 1. On the business day before each holiday, our cutoff will be two hours earlier than usual: orders placed after noon Pacific time on Tuesday will be shipped on Thursday. Merry Christmas and Happy New Year! UPS closed New Year’s Eve: UPS orders placed after 2pm on Monday, December 30 will be shipped on Thursday, January 2.

On this page:

• Ordering online
• Backorders
• We do not take phone orders
• Local pick-up (will-call)
• Shipping
• Free shipping within the United States
• Free add-on shipping within the United States
• Sales tax
• International orders
• Product availability
• Privacy policy
• Return and cancellation policy

Ordering online

We accept Visa, Mastercard, Discover, and American Express for online orders made through our secure checkout. This is the fastest and easiest way to place your Pololu order, and most of our customers choose to order this way. For maximum security, your credit card number is encrypted with high-grade 256-bit encryption while it is sent over the internet directly to our credit card processor. Your credit card number is never stored on our servers, and it is not visible to us in any way.

You may also choose to pay with PayPal, which is a site used by thousands of online stores to allow you to make secure purchases over the web using a credit card or even your checking account. If you select PayPal, you will be directed to PayPal at the end of the checkout process, where you can enter your payment information or pay with existing funds in your PayPal account. Please see the PayPal help center if you have more questions about how PayPal works.

Backorders

If an item in your cart is out of stock, you will be notified that the item is on backorder before you begin the checkout process. We ship backordered items as soon as possible; if you are concerned about how long it will take for a backordered item to become available, please contact us.

You have two options for how to handle the shipment of your backorders:

• Two shipments: All available items will ship now; all backordered items will ship later.
• One shipment: Your order will be held until all items are available.

Payment methods:

• PayPal: We will charge you for the entire order at the final step of the checkout process.
• Credit cards: At the final step of the checkout process, we will charge your card for the first shipment (including shipping and tax), and we will charge the remaining amount when the rest of your order is ready to be processed. If your order is shipping in one shipment, we will verify your credit card by requesting a pre-authorization for the entire amount of the order. This pre-authorization might appear as a charge on your statement, but we will not actually charge your card until the entire order is ready to be processed.

We do not take phone orders

We do not accept orders by phone. If you have a requirement that is not handled by our web site, such as ordering customized products or checking on or canceling backordered items, please contact us to make special arrangements. Please note that our web site will provide you with all of your shipping options after you enter your shipping address; you can also use the web site to place local pick-up (will-call) orders (we will call you when your order is ready for pickup).

Local pick-up (will-call)

For local customers, as long as your shipping address is in Clark County, Nevada, you will see a customer pick-up option in your shipping options. If you happen to be in town and would like to pick up your order, please use our address as your shipping address (be sure to still include the correct billing address associated with your credit card to avoid delays in your order; also, note that you will save on shipping costs but will have to pay Nevada sales tax). We will call you when your order is ready for pickup. You must place your order online by 2 PM Pacific time to pick up the same day. We are generally open from 9:00 AM – 4:00 PM, Monday through Friday for pick-ups (our office is closed on Saturday and Sunday).

Same-day shipping

Orders received by 5 PM Eastern (2 PM Pacific) on a business day will be shipped the same day; orders received after that time will be shipped the next business day. We will send you a shipment confirmation email with your package tracking number (if available) after we ship your order.

Your shipping options will be presented to you in step 2 of checkout (after you provide your shipping address and before you provide any payment information). The shipping charge depends on the shipping method chosen, your items, and the shipping address. Shipping charges are final and will not be adjusted based on actual package size or weight.

Shipping within the United States

We offer shipping via FedEx, UPS, and the US Postal Service (USPS). For high-valued orders, we highly recommend shipping via FedEx or UPS so that your packages are trackable and insured.

Note: Most shipping services suspended their service guarantees during the pandemic, and some of these guarantees still remain suspended. For the latest information, please see the USPS, FedEx, and UPS websites.

FedEx

All FedEx shipping methods are trackable and insured.

• FedEx Ground or Home Delivery: Delivery in 1-5 business days (3-7 business days to Alaska and Hawaii) based on the distance to your destination from USA ZIP code 89119 (Las Vegas, Nevada). For addresses FedEx deems residential, the ground service will be via FedEx Home Delivery, which has a different delivery schedule than FedEx Ground; please consult the FedEx web site for the most updated information.
• FedEx Express Saver: Delivery in 3 business days by 4:30 p.m. to most areas (by 7 p.m. to residences).
• FedEx 2Day: Delivery in 2 business days by 4:30 p.m. to most areas (by 7 p.m. to residences).
• FedEx Standard Overnight: Delivery the next business day by 3 p.m. to most areas.
• FedEx Priority Overnight: Delivery the next business day by 10:30 a.m. to most areas.
• Please note that not all FedEx services are available to every destination and guaranteed delivery times may vary. Please consult the FedEx website for service availability and transit times from USA ZIP code 89119 (Las Vegas, Nevada) to your shipping address.
• These services only deliver on business days; if you need delivery on a Saturday, please contact us before placing your order.

UPS

All UPS shipping methods are trackable and insured.

• UPS Ground: Delivery in 1-5 business days based on the distance to your destination from USA ZIP code 89119 (Las Vegas, Nevada).
• UPS 3 Day Select (UPS 3-Day): Delivery within 3 business days by the end of the day (only available for shipments within the 48 contiguous United States).
• UPS 2nd Day Air (UPS 2-Day): Delivery in 2 business to every address throughout the continental United States and Puerto Rico.
• UPS Next Day Air Saver: Delivery the next business day by 3:00 p.m. or 4:30 p.m. to most commercial destinations, by end of day for residential locations (only available for shipments within the 48 contiguous United States)
• UPS Next Day Air: Delivery the next business day by 10:30 a.m. or 12:00 p.m. to many areas.
• Please note that not all UPS services are available to every destination and guaranteed delivery times may vary. Please consult the UPS website for service availability and transit times from USA ZIP code 89119 (Las Vegas, Nevada) to your shipping address.
• These services only deliver on business days; if you need delivery on a Saturday, please contact us before placing your order.

United States Postal Service (USPS)

• USPS Ground Advantage: Usually 3-5 business days (including Saturdays).
  • Trackable
  • Not insured
  • No guaranteed delivery date.
• USPS Priority Mail: Usually 2-4 business days (including Saturdays).
  • Trackable
  • Not insured
  • No guaranteed delivery date.
• USPS Priority Mail Express: Usually 1-3 business days (including Saturdays).
  • Trackable
  • Insured
  • The guaranteed delivery date is 1-3 days (including Saturdays) depending on your location. Please note that this method does NOT guarantee overnight delivery since our shipments go out after the Post Office’s cut-off. Please contact the post office for the guaranteed delivery date to your destination (we ship from ZIP code 89199, after the cut-off time).

Free shipping within the United States

Free shipping is available on orders shipping within the United States in several ways:

• Some items are offered with individual free shipping. These items are identified with the free shipping truck icon on the individual product pages and in the shopping cart. Orders containing only these items are eligible for free shipping.
• Orders of $100 or more of Pololu-branded, active-status products are eligible for free shipping.
• Orders that would otherwise be eligible for free shipping in the above two ways and additionally contain items eligible for free add-on shipping (as described below) are also eligible for free shipping.
• Orders of $75 or more of products eligible for free add-on shipping (as described below) are eligible for free shipping.

Note: Free shipping is not available for products being rationed.

The shopping cart shows the free shipping eligibility of each item in the cart with the free shipping truck icon. If every item in the cart is eligible for free shipping, you will be presented with a “Free Shipping” shipping option during checkout. Free shipping will be shipped by a carrier and service we select, which will typically be the lowest-cost (and often slowest) service. Currently, that would likely be Ground Advantage through the US Post Office or a ground service by FedEx, depending on the contents of the order.

Free add-on shipping within the United States

Some items are eligible for free add-on shipping for orders within the United States. These are typically very light items that should not significantly impact our shipping cost, and we pass on those savings to you. No additional shipping will be charged for these items, independent of your shipping method. Orders that consist only of free add-on shipping items will cost the minimum shipping cost for each service as the item sizes and weights will not be added to the shipping cost calculation. Orders with at least one free shipping item and the rest free add-on shipping items will have a free shipping option.

If you see a product that you feel should be eligible for free add-on shipping but is not, please contact us, and we can evaluate the product’s eligibility.

Sales tax

Many US states now require us to collect sales tax, and our website will automatically add in the appropriate sales tax for orders shipping to those states. If your order should be tax exempt, we require documentation from your shipping state specifically exempting you from sales tax there. You can email your documentation to us at sales@pololu.com before placing your order, and we will set you up with an account that is exempted from sales tax in your specific shipping state. Alternatively, you can place your order first without sales tax by selecting the tax-exempt option at checkout, and you will then need to email us your exemption documentation so we can finish processing your order without sales tax. Sales tax is not refundable once an order has shipped, so if your order should be exempt from sales tax, please confirm that the listed tax amount is zero before you place your order.

International orders

We are happy to ship orders internationally, but for faster service (and potentially less expensive shipping options), you might try one of our international distributors. If you prefer to order from us directly, please read the following information about your shipping options carefully and contact us if you have any questions.

Note: Most shipping services suspended their service guarantees during the COVID-19 pandemic, and some of these guarantees still remain suspended. For the latest information, please see the FedEx, UPS, and US Postal Service websites.

FedEx: International

• FedEx International Connect Plus (FICP): 3 business days to Canada, 2-5 business days elsewhere. Delivery time based on country and not guaranteed.
• FedEx International Priority: In 1, 2 or 3 business days worldwide. This service is generally faster and more expensive than FICP. Delivery time based on country and not guaranteed.
• All FedEx shipping methods are insured and trackable.
• No guaranteed international deliveries: Unfortunately, delivery times to international destinations are NOT guaranteed due to the unpredictability of time spent in customs. Please contact your local customs office for more information. For estimated transit times, please consult the FedEx website from USA ZIP code 89119 to your shipping address.
• Please read our Important disclaimers for international customers above.

UPS: International

• UPS Worldwide Expedited: 2 business days to Canada, 3+ business days to everywhere else. Delivery time based on country and not guaranteed.
• UPS Worldwide Saver: Next business day to Canada; 2 business days to Mexico, Latin America, and some parts of Europe; 3+ business days everywhere else. Delivery time based on country and not guaranteed.
• UPS Worldwide Express: Delivery in 1-3 business days, with packages typically delivered by 10:30 a.m. or noon. Delivery time based on country and not guaranteed.
• All UPS shipping methods are insured and trackable.
• No guaranteed international deliveries: Unfortunately, delivery times to international destinations are NOT guaranteed due to the unpredictability of time spent in customs. Please contact your local customs office for more information. For estimated transit times, please consult the UPS website from USA ZIP code 89119 (Las Vegas, Nevada) to your shipping address.
• Please read our Important disclaimers for international customers above.

United States Postal Service (USPS): International

• USPS Priority Mail Express International:
  • Typically takes about 3-5 business days to reach your country, and then has to go through customs and get delivered by your local postal service.
  • No guaranteed delivery date; customs clearance might delay a delivery for six weeks or more depending on your country’s regulations, especially in Europe. Please contact your local customs office for more information.
  • Insured
  • Trackable
  • Please read our Important disclaimers for international customers above.

• USPS First-Class International:
  • Typically takes about 7-14 business days to reach your country, and then has to go through customs and get delivered by your local postal service.
  • No guaranteed delivery date; customs clearance might delay a delivery for six weeks or more depending on your country’s regulations, especially in Europe. Please contact your local customs office for more information.
  • Not insured
  • Not trackable
  • We do not recommend this shipping option for high-valued orders since we cannot insure or track it.
  • Please read our Important disclaimers for international customers above.

You can also order Pololu products from our international distributors.

Availability of products

Although we update our online stock quantities daily, we cannot guarantee that the stock quantities are correct at any given moment. Therefore, placement of an order online does not guarantee that the items you ordered will be available. If any of your order items is out of stock, we will hold your order and contact you for instructions on how you would like to proceed.

Pololu privacy policy

Your privacy is important to us. We will not sell or give your personal information to third parties unless required by law or required to execute your orders (e.g. giving your shipping address to FedEx to ship you your package).

Pololu return and cancellation policy

Pololu return and cancellation policy for standard products

Customer satisfaction is a top priority for us, and we will try our best to ensure that you have a fun, positive experience with our products. However, because of the nature of our products, we cannot accept returns of partially (or completely) assembled kits and unpackaged items. We will accept returns of new, un-opened items in their original packaging within 30 days of the order date, but you will have to pay for the return shipping and a $3 + 15% restocking fee. The initial shipping charge is not refundable. If you do decide to make a return, please contact us to obtain a return merchandise authorization (RMA) code. We do not accept returns of batteries and AC adapters.

You can cancel an order free of charge if we receive your cancellation request before your order is processed. However, once the credit card company has processed your payment, they charge us a fee, so there is a 3.5% credit card processing fee to cancel an order if we receive your request after your payment has been processed. Please contact us as soon as possible if you would like to cancel or change your order.

Please contact us if you need replacement components or troubleshooting assistance.

Pololu return and cancellation policy for SMT stencils

Because SMT stencils designs are specific to each customer, partially made stencils or returned stencils have little or no value to anyone else. Therefore, we do not accept returned stencils, and order cancellations are more expensive than for non-custom orders. If you cancel an order prior to approving the preview file, we will refund half of the stencil price and the entire shipping charge. If you cancel after approving the preview file but before the stencil ships, we will refund only the shipping charge.

Pololu return and cancellation policy for custom laser-cut parts

Because custom laser-cut parts are specific to each customer, partially cut pieces, laser cutting files, and returned parts have little or no value to anyone else. Therefore, we do not accept returned laser-cut parts, and order cancellations are more expensive than for non-custom orders. If you cancel a custom laser cutting order, the refund amount depends on how much of the order we have processed:

• If we have not begun processing your laser cutting job, we will refund all of the shipping charge and 88% of all other charges.
• If we have begun processing your laser cutting job but we have not started cutting, we will refund all of the shipping charge and 50% of all other charges including the laser cutting, file creation, and standard material charges. Special-ordered material charges are not refundable (you may arrange to have them shipped to you with your laser cutting representative).
• If we have started cutting your order, we will refund only the shipping cost.

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