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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.
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:
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, though you should call us to verify your order is ready for pick-up.
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). You must call to verify your order is ready for pick up. You must place your order online by 2PM Pacific time to pick up the same day. We are generally open from 9:00 AM – 5:00 PM for pick-ups.
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.
The shipping cost depends on the shipping method chosen and the weight and destination of 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).
Shipping within the United States
We offer shipping via USPS and FedEx. For high-valued orders, we highly recommend shipping via FedEx or USPS Express Mail so that your packages are trackable and insured.
United States Postal Service
All FedEx shipping methods are trackable and insured.
If you need delivery on a weekend, please contact us before placing your order.
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.
Important disclaimers for international customers
For the most part, our international packages arrive safe and sound, though sometimes they can be delayed for six weeks or more depending on the destination country’s customs regulations. We highly recommend you select a trackable, insured shipping method if shipping outside of the USA. We have found that FedEx is generally more reliable than USPS, but you can contact your local customs, FedEx, and USPS offices to see what will work best for your particular situation (depending on whether you are a business or buying more than a certain amount, one shipping carrier might be better than the other). Please read the following disclaimers carefully and contact us if you have any questions.
United States Postal Service: International
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.
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:
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